Safelite AutoGlass has earned national awards for both superior customer service and human resource management. The American Business Awards announced Safelite’s Boise, Idaho market won the Bronze level Customer Services Team of the Year and Senior Vice President of Human Resources and Operations Steve Miggo won the Gold level Human Resources Executive of the Year.
Miggo is a key driver behind Safelite’s cultural transformation, achieved through the “People First” strategic initiative, which involves maximizing people – from talent development to employee engagement – as a key part of the company’s growth strategy.
Along with talent development, People First requires a culture of feedback. Miggo introduced a employee engagement program tied directly to the People First initiative. The results are evident: during a year when engagement scores dropped by an average of two points in companies across the country, Safelite delivered a 5% increase, reaching 76% overall engagement in 2011, which is within the top 25% of Best-in-Class results. Improvements in employee engagement correlate with Safelite’s customer satisfaction scores, which also continue to rise.
Read more about Safelite’s People First initiative!
Safelite AutoGlass has four Boise-area locations with a total of 27 employees, led by General Manager Dave Ross. Since implementing the Net Promoter Score (NPS) to measure customer satisfaction, Safelite’s Boise market, has been a role model. Their current NPS is an impressive 95.6 percent. Ross was earlier recognized with Safelite’s Exceptional Customer Service Award.
Watch Dave talk about how his market delivers customer delight.
Congratulations, Steve and the entire Boise team!