Case Study: Cinch Home Services achieves higher NPS and more reviews with AskNicely

Cinch’s approach to a competitive market Superior customer service with AskNicely

Cinch Home Services, a home warranty company, faced the challenge of differentiating itself in a competitive market where trust was paramount. They realized that the experience a customer had with a service technician was the critical moment that defined their entire brand relationship. To move from reactive problem-solving to proactive experience management, they partnered with the vendor AskNicely.

By implementing AskNicely's platform, Cinch was able to build a process that prioritized customer relationships and shared real-time feedback with both internal teams and third-party service providers. This solution transformed their entire network into brand ambassadors. The results for Cinch were significant, with their NPS climbing nearly 400% to over 40, a 63% growth in Google reviews, and a 73% drop in the time to close customer cases.

Cinch Home Services

Michael Blake

Customer Experience Manager