Let the policyholder experience drive your business forward
All in the family
In today’s ad-filled world, many customers choose a service based on reviews, not advertising promises. According to Nielsen, a whopping 92% of people trust recommendations from friends and family over any other type of advertising. Online reviews are a close second, with 70% of consumers choosing this recommendation. The takeaway: your current and future policyholders will make a purchase decision based on what others say. But it’s not just recommendations that will make them pull the trigger. They expect a great experience too.
"This is my third windshield replacement, and second time at Safelite in Pittsfield. These guys know what they are doing, saving my inspection and parking permit stickers on the old cracked windshield. Moreover, during this time of Covid 19, I was grateful for the employees to be wearing masks and social distancing."
— GEICO Massachusetts customer
Because I'm happy
A recent report from McKinsey revealed satisfied customers are 80% more likely to renew their current policies than unsatisfied ones. Translation: If you’re not ensuring your policyholder’s experience is great, someone else will. Additionally, a bad experience can inflict significantly more damage, given that many policyholders are quick to amplify their complaints through social media. In short, online reviews are more important than ever.
"I would use Safelite again in the future. My tech was very kind and knowledgeable. He respected my distance during the pandemic and treated me with respect. 10/10"
— Progressive Ohio customer
Breaking the bank on lead gen
Industry benchmarks estimate the average customer acquisition cost (CAC) for the bank and insurance sector at around $300. Factor in additional time, energy and resources to onboard new policyholders, and it quickly becomes clear it’s more profitable to satisfy and retain existing policyholders. Renewing policyholders are more likely to share their positive experiences with family and friends, giving agents stronger leads. Safelite’s investment in delivering great service has led to a 88% average Net Promotor Score (NPS), creating a higher likelihood of return customers who then refer us to family and friends.
"This was so easy. I scheduled my appointment online. The company sent me a picture of my tech Claude and confirmed my appointment. Claude showed up on time, wearing a smile, and brought everything he needed to replace my windshield. I highly recommend Safelite."
— Progressive Florida customer
Psst, check this out: The new lead gen tactic
"No contact service in times like this is such a comfort. Got notified when the technician was on his way and talked me through the whole process and what the expectations should be. Very happy if I ever need glass fixed or replaced again you have a customer for life!"
— GEICO New Jersey customer
At Safelite AutoGlass, we’ve got your back. Providing a memorable customer experience is what we do — ensuring you can deliver on your promise of great service to your policyholders. As a result, they are much more likely to renew their policy, and ultimately give you new leads through glowing reviews and referrals to family and friends.