SOURCE: Safelite AutoGlass
COLUMBUS, OH--(Marketwire - Jun 26, 2012) - Safelite AutoGlass®, the largest U.S. vehicle glass repair and replacement company, has earned national awards for both superior customer service and human resource management. The American Business Awards(SM) announced Safelite's Boise, Idaho market won the Bronze level Customer Services Team of the Year and Senior Vice President of Human Resources and Operations Steve Miggo won the Gold level Human Resources Executive of the Year.
Miggo is a key driver behind Safelite's cultural transformation, achieved through the "People First" strategic initiative, which involves maximizing people -- from talent development to employee engagement -- as a key part of the company's growth strategy.
Along with talent development, People First requires a culture of feedback. Miggo introduced a employee engagement program tied directly to the People First initiative. The results are evident: during a year when engagement scores dropped by an average of two points in companies across the country, Safelite® delivered a 5% increase, reaching 76% overall engagement in 2011, which is within the top 25% of Best-in-Class results. Improvements in employee engagement correlate with Safelite's customer satisfaction scores, which also continue to rise.
To read more about Safelite's People First initiative, visit http://blogsafelite.com/index.php/site/full_blog/transforming_a_company_culture_to_achieve_customer_delight.
Safelite AutoGlass® has four Boise-area locations with a total of 27 employees, led by General Manager Dave Ross. Since implementing the Net Promoter Score (NPS) to measure customer satisfaction, Safelite's Boise market, has been a role model. Their current NPS is an impressive 95.6 percent. Ross was earlier recognized with Safelite's Exceptional Customer Service Award.
"The relationship between employee engagement and the customer experience is clear as illustrated by these two recognitions," said Tom Feeney, president and CEO of Safelite AutoGlass®. "It's our goal to be an employer-of-choice so that we may have the best talent around -- that will help us continue to be a leader in customer service."
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 4.4 million customers last year. For more information, visit www.safelite.com.