Service Level Targets

Learn how we're working to become the most customer-centric company in the process service industry.

Our Customer-Centric Approach

NY Process Express, Inc. works hard every day to be the most customer-centric company in the process service industry. We do this by setting clear targets for our services and customer support. In doing so, our customers know what to consistently expect from us, and our team knows what is expected of them in delivering those targets.

Our team members are tracked and scored on their both delivery of services and customer support. Our team members who consistently meet or exceed our service targets are rewarded, giving them extra incentive to always provide excellent service and support.

Your Feedback Matters

Every time you communicate with us by e-mail, live chat, or phone, you will receive a survey asking if our team member was helpful or not helpful. Your responses help us to ensure that we're providing you with the best possible customer support, and they directly impact the team members involved during their performance reviews and bonuses. Interactions rated as Not Helpful are automatically escalated to and reviewed by our management team.

Here are live results from our last 100 survey responses:

Customer Support Targets

Response Type Target Time
Response Time
Time in between a message from you and a human response from our team.
2 Business Hours
Internal Status Update
Time in between our team's last response and a status update on your request.
8 Business Hours

Service of Process Targets

Service Routine Service Rush Service Do Today Service
First Attempt Within 4 Days of Receipt Within 2 Days of Receipt Same Day as Receipt
Next Attempts Within 3 Days of Last Attempt Within 1 Day of Last Attempt Within 1 Day of Last Attempt
Completion of Service Within 14 Days of Receipt Within 5 Days of Receipt Within 3 Days of Receipt
Affidavit Returned Within 4 Days of Completion Within 1 Day of Completion Within 1 Day of Completion