February 23 2012

NPS More Than A Score


Melina Metzger, Public Relations Manager
3 Comments

On February 3, 2012, Safelite AutoGlass® President & CEO Tom Feeney was a keynote speaker at the Annual Net Promoter Forum where he shared Safelite’s journey toward becoming a customer-centric company.

When he became CEO, the Customer Service Index showed a customer approval rating at 98.5%. There didn’t appear to be a reason for change. But once the company shifted to the Net Promoter Score (NPS), they began to see areas of the customer experience that could be improved.

Through a comprehensive internal communications and HR strategy, Safelite first began to transform its internal culture to create passion for customer delight. Meanwhile, building a professional, wow-factor brand that impresses customers helped the company reach an NPS of 85% in 2011.

By using NPS as a way to analyze feedback and to inspire employees, it has become more than just a score.

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Comments:



Tom did an outstanding job. He was both down-to-earth and inspirational. What a great company you are building at Safelite!

There’s a nice summary of the speech here: http://www.netpromoter.com/netpromoter_community/blogs/conference_sf_2012/2012/02/02/tom-feeney-of-safelite-autoglass-discusses-nps

Rob Markey, February 24, 2012

Well put, sir, well put. I’ll crteailny make note of that.

Muhammad, June 01, 2012

wow! super!

unnamed, November 05, 2014



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