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.