August 01 2011

What Customer Delight Means to Safelite

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

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).

When we first started using NPS, it was clear: there was room for improvement. Not because our scores were low…in fact quite the opposite…our scores were already above average as recorded by Reichheld. We saw room for improvement because the scores demonstrated we were not delighting customers the way we expected to.

Our story of customer delight begins with a cultural transformation, one that will be shared routinely here on this blog site.

There are many customer experience touch points for Safelite… and this is what customer delight means to us:
- An easy-to-follow website with the ability for customers to get a quote or schedule an appointment online…without human interaction
- A live, friendly and empathetic call center representative eager to help and ease what can be a unhappy situation of vehicle glass damage
- Convenient appointment options from in-shop at our service centers to at the customer’s home or place of business
- Technicians that are uniformed, on-time, highly trained, qualified and professional
- Full explanation of the services provided
- The extra step of leaving a customer’s vehicle better than before through glass cleaning and interior vacuuming
- Straight-forward billing and insurance coordination…all backed up by a nationwide lifetime warranty

By creating a culture of customer delight, our NPS scores have soared to an impressive 84% (out of a 100). That’s among the best in the service industry…in fact, any industry, worldwide.

In today’s tough economy, it’s easy to get distracted from customer service. So take a moment to ask yourself, are you doing all you can to make your customers happy?

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Funny, must not be looking at facebook page.

Glenn, August 04, 2011

This blog, like all of our channels, is an open forum for feedback. We welcome customer feedback of all kinds to help us improve and meet our customer delight goals. Also, if you’ve not already seen it, please visit the real-time testimonials section of our Facebook page. Our customer satisfaction surveys show 89 percent of customers would recommend us to a friend or family member.

Melina, August 05, 2011

That saves me. Thanks for being so sensible!

Kalyn, November 06, 2011

Looking forward to following along.

Dennis, June 27, 2012

July 7-2012 Darrell repaired my car windshield. He was very timely, helpful and professional. If I had to use your service again, it would be my delight to have Darrell fix the damage. He is an example of what all your employees should be. Thank you for a job well done. James Johnson

Darrell Hall, July 11, 2012

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