August 03 2011

Customer Service Metrics Drive Operational Improvement


Customer Service Metrics Drive Operational Improvement
Tom Feeney, Safelite® President and CEO
4 Comments

To become a customer-centric company, we first had to know what our customers think of us. There are many types of customer satisfaction measurements, but the one that works for us is the Net Promoter Score (NPS), co-developed by Satmetrix and Bain & Associates.

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August 01 2011

What Customer Delight Means to Safelite


What Customer Delight Means to Safelite
Tom Feeney, Safelite® President and CEO
5 Comments

Imagine working in a business where customers don’t really want to do business with you. Let’s face it, getting a windshield chip or crack is not a good time. But, when bad luck strikes, it’s important for Safelite to be the company friends and family recommend.

To achieve that ideal, we must deliver customer delight every time. To find out if we’re reaching that goal, a customer satisfaction survey is a must. Quite simply, we ask our customers, “How likely are you to recommend Safelite to a friend or family member?”

This is the “ultimate question” author Fred Reichheld posed when he introduced the Net Promoter Score (NPS).

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