Bernard Lobo, Service Manager, Acer Computer
An independent survey of Acer customers who availed of Acer’s after sales service, revels that 67% would recommend Acer to a friend, whereas 33% would consider recommending. The survey also noted that there were zero detractors.
The survey, a measurement of Net Promoter Score (NPS) is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix and an NPS score of +50 is considered excellent.
Furthermore, NPS is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research. This prestigious benchmark was achieved by Acer Middle East, among other regions under Acer’s Europe Middle East and Africa operations, and the regional Customer Service Department (CSD) also received an award for the Best Management of External Partners (ASPs and Contact Centre external Staff).
“Acer’s after sales service is among the best in the industry, and our customers have directly acknowledged this. Acer Middle East manages after sales services across 26 countries in the region, and to be voted the best is a testament of the exemplary operational excellence we provide,” commented Bernard Lobo, Service Manager, Acer Computer.
Acer in the region continues to provide the pioneering ‘pick-and-drop’ service, where Acer customers can have their products picked up, repaired and delivered to their door steps.