Case Study: Ackerman Security Systems achieves 5-star customer experience and faster issue resolution with AskNicely

How Brittany and Ackerman Turn Customer Feedback into Business Impact

Ackerman Security Systems, a Security Services firm known for its US‑based, 24‑hour, 5‑star call center, needed a way to turn customer feedback into timely resolutions and visible praise while preventing customers from falling through departmental handoffs. Marketing Coordinator Brittany West used AskNicely’s survey and workflow platform to reach new and 6/12/24‑month customers, give people an outlet to report issues, and capture and broadcast satisfied feedback.

AskNicely enabled Brittany to automate targeted surveys, create personal follow‑ups, and route responses to the right teams so issues are resolved faster and fewer customers wait on departmental responses. The solution improved issue resolution speed and online reputation management, produced tangible customer outcomes (including a life‑saving agent intervention for Mr. Black and a credited three months of service), and Ackerman plans to expand AskNicely usage to drive more review traffic and positive feedback.

Ackerman Security Systems

Brittany West

Marketing Coordinator