Case Study: Aptive Environmental raises NPS 28 points and recovers tool cost in three months with AskNicely
Key results
The challenge
Aptive Environmental struggled with inconsistent service delivery among frontline technicians and an unclear picture of what customers valued, which cost the pest-control company referrals.
The solution
Aptive implemented AskNicely to collect real-time customer insights, deliver feedback directly to frontline workers, and enable regional and local managers to coach teams toward better performance.
“Using AskNicely has transformed how we work with our field service team. We have already seen a dramatic rise in our lowest performers toward our best performers leading to a 28 point NPS increase.”
DDDane DellenbachSr. Director of Strategy and Innovation, Aptive Environmental
The results, in context
With AskNicely, Aptive saw its lowest performers rise toward its best, producing a 28-point NPS increase. The company reported that reduced rework savings alone meant the platform paid for itself within the first three months.