Case Study: Safelite achieves actionable NPS insights with Ascribe

Safelite Links Net Promoter Score With Comment and Sentiment Analysis to Improve Customer Satisfaction

Safelite, America’s leading auto glass company, wanted to get more value from its Net Promoter Score (NPS) data by analyzing the thousands of open-ended customer comments collected in its satisfaction surveys. Previous attempts with standard text analytics tools produced inconsistent results, making it difficult to understand what was driving customer sentiment and NPS.

Ascribe implemented Ascribe Inspector to analyze Safelite’s survey comments, sentiment, and social media feedback using a consistent framework. Within a week, Safelite was getting actionable insights, and analysis that once took days or weeks could be completed in hours. The results aligned closely with NPS, helping Safelite validate and better understand its scores while making customer feedback more actionable.

Safelite

Kellan Williams

Customer & Quality Analytics Manager