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....