Safelite Shares Customer Delight Strategies


COLUMBUS, Ohio – Nov. 3, 2011 – Safelite AutoGlass®, the nation’s leading provider of vehicle glass repair and replacement services, continues to strive to be a leader in customer service and has an impressive Net Promoter Score of 84 percent. To build better understanding of best practices in customer service, company leaders have launched a blog and have been traveling the country speaking at conferences.

The blog, Safelite’s Delight, is available at and provides case studies, white papers and profiles of service providers.

In addition, Safelite AutoGlass® representatives have spoken on a variety of customer service topics from building a customer-centric culture to responding to customers through social media:
•President and CEO Tom Feeney presented at the International Customer Service Association Annual Conference on Sept. 20, 2011
•Senior Vice President and Chief Operations Officer Rich Harrison and Web and Emerging Technologies Strategic Marketing Manager Jennifer Kielmeyer both spoke at the Customer Insight Week between Sept. 27-28, 2011
•Harrison presented at the Total Customer Experience Leadership Summit, Oct. 3-5

Up next:
•Kielmeyer will speak at the Engagement Expo, Nov. 7
•Feeney will be at the North American Conference on Customer Management, Nov. 14-16
•Kielmeyer will speak at the Call Center Week’s Summit, Jan. 24-27
•Feeney will speak at the 2012 Net Promoter Forum, Jan. 30-Feb. 3

“At Safelite AutoGlass®, we aim to be the natural choice for vehicle glass repair and replacement. Our focus on customer delight has made us the best in our industry. Best practices for customer satisfaction can be replicated in any business, and we're pleased to share our secrets to success, but we also hope to continue learning from others,” Feeney said. “I encourage you to review Safelite’s Delight and share personal experiences on customer service strategies.”

About Safelite AutoGlass®

Safelite AutoGlass®, founded in 1947, is the nation’s leading provider of vehicle glass repair and replacement services, providing mobile service to more than 95 percent of the U.S. population in all 50 states. The Columbus, Ohio-based company employs nearly 10,000 people across the United States and served 4 million customers last year. For more information, visit

Back to press releases

Learn more

Don't wait, schedule your appointment today!

Get quote + schedule