Case Study: Chamberlain Group boosts installations, ratings, and myQ adoption with BILT

How the garage door opener manufacturer improved key customer-focused metrics by revolutionizing the installation experience

The Chamberlain Group, a leader in smart access solutions, faced challenges with difficult product installations that were negatively impacting customer satisfaction, product ratings, and the adoption of their proprietary myQ app. To overcome this, they partnered with vendor BILT to modernize the instruction experience.

BILT provided 3D interactive instructions, which simplified the installation process. This solution led to measurable improvements, including an increase in star ratings by up to +0.40 and a significant boost to the Net Promoter Score. Furthermore, myQ app adoption via BILT increased from 6% to 22%, and product registrations rose from 3% to 13%. The BILT app also delivered valuable analytics that helped Chamberlain further refine their customer experience.

The Chamberlain Group, Inc.

George Rassas

Group Product Manager