September 19 2011

Customer Delight Insight with Boise General Manager

Scott Gardner, Regional Quality & Training Manager


At Safelite AutoGlass®, each of our markets tracks its own Net Promoter Score (NPS). At the end of the year, we followed up with our top 10 NPS markets to ask the general managers how they deliver customer delight.

Dave Ross, General Manager, for Boise, Idaho ranked No. 1 with an NPS of 90.1%!

1. What does customer delight mean to you as a market leader?
I believe that this is a reflection of our associate engagement. If you start slipping, it usually means you have internal work to do. This key performance indicator equals increased business for the company.

2. How does your market manage to get such a high NPS?
Great people, awareness, engagement, communication, recognition and rewarding the behavior we are looking for…sounds simple but it’s not as simple as it sounds.

3. How do you get your associates excited about customer delight?
Recognition and continuous communication, weekly focus meetings and monthly market meetings, rewarding the behavior that we are seeking.

4. Do you have a story that illustrates what your team does so great as far as delivering customer delight?
There is a lot of associate communication about what they all do in order to succeed, I hear the stories all day long about how they were able to overcome a difficult situation and it usually promotes one story after another from other techs. That is the coolest thing in the world… techs teaching techs how to succeed at NPS.

Also I must acknowledge their fantastic commitment to the operations pledge, we finished 2010 with a 97.9 tech power score and currently we are at 99.3% for 2011. Scores this high require a personal commitment to honoring our operations pledge from our techs and this most certainly has a positive impact on the percentage of delighted customers.

Great work, Dave!

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I thank you hublmy for sharing your wisdom JJWY

Boston, November 06, 2011

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