Case Study: Century Fire turns a detractor into a $1.2 million deal with AskNicely
Key results
The challenge
As Century Fire Protection grew across 32 offices and more than 1,500 employees, it needed a faster way to detect customer dissatisfaction and respond before relationships were lost. Negative feedback often surfaced too late to act on.
The solution
Century Fire deployed AskNicely to collect real-time feedback and route low scores into rapid-response workflows, allowing managers to reach unhappy customers quickly and use the feedback for focused team trainings.
“It turned a half million job into about $1.2 million, simply because we were able to save the relationship and make it stronger.”
LCLee CoxCOO, Century Fire Protection
The results, in context
After a customer gave a low net promoter score, Century Fire's team responded, rebuilt the relationship, and grew the account. The recovery turned a roughly $500,000 job into about a $1.2 million deal, a 140% increase in deal size as the customer shifted from detractor to promoter.