Safelite AutoGlass Success Snapshot
Net Promoter has become a driver for Safelite’s cultural transformation that has spread from the executive boardroom to the individual level, improving business processes and employees’ customer focus and driving growth.
A Laser Focus on Customers Helps Build Brand Advocacy and Drive Growth
Safelite AutoGlass is a leading provider of vehicle glass repair and replacement, serving 4 million customers.
Challenges
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Increase loyalty and drive growth through a laser focus on customer delight
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Leverage customer feedback to better guide process improvements, investment decisions, and company focus
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Drive a cultural transformation by rallying employees around a KPI that enables a shift toward customer centricity
Results
Safelite has successfully woven Net Promoter into the company culture and is leveraging customer feedback to drive improvements to the business that are important and visible to customers.
Parent company Belron was so impressed with the impact Net Promoter has made, it implemented the metric as a global best practice in 34 countries. To support the global program, Belron implemented Satmetrix’s customer experience management solution to enable them to collect, analyze, and act upon customer feedback at every touch point. The technology gives Belron an enterprise view of all its customers and enables a closed-loop process so the company can quickly respond to issues and address performance gaps.
Noteworthy improvements to the business include:
- Creation of an elite services team to efficiently resolve customer issues: NPS for this customer segment increased 205%, from 19 to 58 percent
- Strong link to financial growth: In only two years, Safelite’s revenue has increased by $183M, and the company attributes that impressive growth to their laser focus on the customer experience.
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