Safelite AutoGlass® Ranks Markets in Terms
of Customer Service Ratings
April 7, 2011
Safelite AutoGlass has released a list of the top ten markets receiving
the highest scores in its own customer service surveys. Boise, Idaho,
topped the list, and Chicago was ranked number ten. Specific scores
for each city were not released. The company ranked the U.S. cities
2. Las Vegas;
3. Jackson, Miss.;
4. Ontario, Calif.;
5. Greenville, S.C.;
6. Baton Rouge, La.;
5. Sacramento, Calif.;
8. Columbus, Ohio;
9. Anchorage, Alaska; and
Safelite officials say they use the Net Promoter Score (NPS) methodology
to measure customer satisfaction, and that this is measured by asking
customers, "How likely is it that you would recommend this
company to a friend or colleague?"
"Co-developed by Satmetrix and Bain & Company, the Net
Promoter metric separates customers into three categories based
on their willingness to recommend the brand (on a scale of 0 to
10)," says Safelite spokesperson Melina Metzger.
She adds, "Those that score 9-10 are promoters (positive);
those that score 7-8 are passives (neutral); and those that score
0-6 are detractors (negative). To calculate the Net Promoter Score,
take the percentage of customers who are promoters and subtract
the percentage who are detractors.
Safelite conducts the survey via web.
"The web-based survey is sent to all customers who provide
their email address," says Metzger. "We have a 20 percent
According to the company, its average NPS score among the top ten
markets is 88.1 percent, while nationwide, the company average is
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