When Great Service
Gets Seen
Driving NPS to 85 and 1,000+ Reviews
Home improvement companies live and die by their reputation. Our installers were already creating magical transformation moments— we were hearing from homeowners that were genuinely thrilled with their new windows and the entire experience. But those positive moments weren't translating into the online presence that drives new business.
Online reputation directly impacts local search rankings and can dramatically improve visibility for home improvement businesses. With so much competition in the home improvement space, companies need to leverage reviews to stand out and be seen by ideal customers.
Customer satisfaction had become a company-wide focus, but there was no systematic approach to capturing the satisfaction we knew existed.
The Context
Helping Incredible
Customer Experiences
Find Their Voice Online
The Process
Building Momentum Through
Recognition and Rewards
Our team developed a program that gave installers simple tools to help satisfied homeowners share their transformation stories online. The strategy centered on making feedback collection feel natural and rewarding rather than burdensome.
Key Program Elements:
Created recognition and reward systems tied directly to customer review acquisition
Developed installer training on natural conversation techniques for requesting feedback
Built easy-to-follow processes for guiding homeowners through the review submission process
Designed leave behind documents and post-visit communications to support follow up
Established tracking systems to monitor NPS scores and review acquisition across platforms
Implemented regular employee updates to celebrate successes and build momentum
What started as single-platform reviews expanded to a comprehensive approach across Google, Yelp, and other major review sites. The program evolved organically as installers began taking selfies with happy customers, creating authentic visual content that adds credibility to reviews and helps them stay at the top much longer than reviews without photos.
The Outcome
When Great Experiences Get The Recognition They Deserve
The results exceeded our projections.
An NPS score of 85 puts us well above industry benchmarks.
Our Google rating reached 4.8 stars with over 1,000 reviews, creating a substantial competitive advantage.
The visual component proved especially powerful. Shots of beautiful homes with brand new windows and customer selfies with installers became our most engaging content, while the authentic testimonials improved our search visibility significantly. This volume of positive reviews enhanced our local search rankings and provided the social proof that influences potential customers' decisions.
Beyond the numbers, the program created a cultural shift. Installers took ownership of the customer experience in new ways, knowing their work directly contributed to the company's reputation and growth.
My Role
Operational Lead and Cross Functional Coordinator
Collaborated on training program design that equipped installers with natural feedback techniques
Partnered with leadership to build recognition and reward systems that motivated participation
Worked with teams to develop momentum-building communications celebrating successes
Guided program evolution and supported organic improvements like customer selfies and multi-platform reviews