What We Do

DOING THINGS RIGHT

Good customer service is necessary for the survival of any business. Offering the lowest cost won’t do it. Running wild promotions won’t do it. By “do it” we mean bringing a customer back again and again. Sending them away happy enough to not only return as a repeat customer, but happy enough to pass along positive feedback in the form of recommendations, to friends and colleagues.
At Verity Group we are not satisfied with providing a good customer experience. At the heart of our core values is a commitment to providing each and every client with “Focused Customer Service”. The simple explanation of how we do this is to form a solid relationship with our customers… based on what we do, not what we say.

  • We do not make promises we can’t keep.

  • We actually listen to our customers and discover their pain points.

  • We regard any complaint or concern as an opportunity to do the right thing.

  • We provide needed help… even when it is not the most profitable way to go.

  • We hire staff members only if they want, understand and are capable of delivering on a specific job at the highest level.

  • We continually train our staff on the latest hardware and software technologies we offer.

  • We only sell what we use ourselves… we know our products.

  • We take the extra step, put forth the extra effort… do what is required to provide excellence.

QUARTERLY BUSINESS REVIEWS – (QBR)

A strategic, face-to-face, once-per-quarter meeting to review and revise our print solution activities

A QBR requires a significant investment of time and resources… but it is the main way in which to understand your business printing, discover efficiencies and save capital. While you focus on your core business, Verity Group focuses on not only providing you with the everyday tasks associated with print management… but also analyzing and providing insight into the scope of your business print. The outcome is the information needed to plan for increased efficiencies, enhanced security, better workflows and reduced cost.

The purpose of our QBR is to provide you with an ever-evolving strategic plan that, over time, can be further optimized to allow even greater savings and productivity. We will identify devices that are over or under-utilized and help create a plan for a right sized and right purposed print and document output environment. The end result is a reduction in your overall printing, the amount of devices, the number of manufacturers and models, and the variety of supplies that must be stocked and managed.

Cost by Print Type

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Volume by Print Type

5-layers (2)

Cost by Equipment Type

20-layers

Our 2019 Awards

We believe in providing the highest quality of service to all of our clients, all of the time. Our dedication to customer service is highlighted by the following awards:

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TOP 10 SERVICE 2019

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THE TOSHIBA ELITE PROMASTER SERVICE AWARD 2017-2020

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WORLD CLASS SERVICE 2019

Net Promoter Score

We believe in providing the highest quality of service to all of our clients, all of the time. Our dedication to customer service is highlighted by the following awards:

In order to keep our finger on the pulse of customer satisfaction with our products and service delivery, we utilize the Net Promoter Score system… a simple, accurate and intuitive way to gauge customer loyalty. Our goal was to ask one and only one question of customers to estimate their loyalty—a question that was respectful of their time, yet would yield answers that could inspire employees to action. The best single question—across many industries and cultures—turned out to be “How likely are you to recommend [our product or service] to your colleagues, friends or family?”

Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.

‘Detractors’ gave a score lower or equal to 6. They are not particularly thrilled by the product or the service. They, with all likelihood, won’t purchase again from the company, could potentially damage the company’s reputation through negative word of mouth.

‘Passives’ gave a score of 7 or 8. They are somewhat satisfied but could easily switch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of-mouth, but are not enthusiastic enough about your products or services to actually promote them.

‘Promoters’ answered 9 or 10. They love the company’s products and services. They are the repeat buyers, are the enthusiastic evangelist who recommends the company products and services to other potential buyers.

The resulting Net Promoter Score is simply the percentage of promoters minus the percentage of detractors. The overall Net Promoter System is much more than just the score. Net Promoter System practitioners ask customers the reasons for their ratings using an unstructured, open-ended question. This provides employees throughout the organization the opportunity to hear comments from customers every day—in their own words. These leaders build that feedback into their operating systems, using it both to address customer concerns and to fuel the innovations that generate more promoters. They use this closed loop to learn more about how they can improve their processes, people, products and pricing for the long term.

The NPS system is used across all major vertical markets and by the companies that dominate markets. Companies such as Apple, Southwest Airlines, General Electric, Amazon, Costco, Procter & Gamble, Cigna, AT&T, eBay, Microsoft, Hewlett-Packard, CitiGroup, Zappos and many more.

For 2019… Verity Group’s Net Promoter Score resulted in a ranking of 97.8

That ranking is higher than each of the companies listed above as well as the leading company in every market tracked by this survey. The result is proof that Focused Customer Service is real and something we take very seriously… with every customer, every transaction, everyday.