Case Study: Aptive Environmental achieves a 29-point NPS increase and real-time frontline coaching with AskNicely

How Aptive coaches 2500 mobile workers to deliver exceptional service

Aptive Environmental, the fastest-growing pest control company, needed a way to coach 2,500 mobile frontline workers to consistently deliver superior service. They chose AskNicely to capture real-time customer feedback and provide a platform for timely, targeted coaching across their widely distributed, desk-less workforce.

AskNicely implemented a real-time feedback loop that sends shout-outs, nudges and personalized coaching tips to field staff and equips regional and local managers to act on specific customer insights. Since launch, NPS climbed from 31.1 to 61, lower-performing locations improved by an average of 25 points (with some teams seeing ~28–29 point gains), rework costs fell, retention increased, and the AskNicely platform paid for itself within three months.

Aptive Environmental

Dane Dellenbach

Sr Director of Strategy and Innovation