RICOH Canada

NPS® Case Study

The RICOH Canada, Inc., Customer Experience Journey

RICOH Canada, Inc., a wholly owned subsidiary of RICOH Americas Corporation, employs 2,200 people in Canada supporting Sales, Services, Technical Services, Delivery, Operations and Administration. They have two call centers in Toronto and Edmonton. In 30 months, RICOH Canada improved their Net Promoter Score (NPS)®* from 25 to 59, a 34-point improvement.

In the early 2000s, RICOH Canada needed to make a change. At every leadership conference in the head office, RICOH Canada’s results were routinely at the bottom. The CEO at the time had reached the limit of his patience, and he was ready to fix it. They hired Beyond Philosophy to help them build their brand, improve their experience, and foster customer-driven growth.

Today, their vision is to be the most trusted brand with an irresistible appeal in the global market, built on the values of Customer Centricity, a winning spirit, innovation, and teamwork. A foundation of ethics and integrity supports these values. Over the last ten years, they have achieved 115 percent growth and made significant gains in market share.

Our case study shares RICOH’s process and the insights they learned on their customer-driven growth journey that yielded such exemplary results.

*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Colin ShawRICOH Canada: NPS® Case Study