Breaking Glass: Getting from 6 to 60 NPS in Two Years With Martin Troughton, Safestyle

On this episode, Adam Dorrell’s guest is Martin Troughton, Marketing Director, of Safestyle PLC, the UK market leader in replacement windows and doors. 

Martin describes his career as “triple-glazed” - and his story is impressive - from starting measuring NPS consistently just over two years ago in the business they have worked on improving customer experiences and improving their score. The rise is from NPS of 6 to where it’s hovering now in the 50s and 60s. 

The learnings were sometimes simple: Martin explains that even where the installers park their vans has an impact on the score. And providing extra sets of keys was also an improvement point. 

The most powerful section is when he opens up about a recent cyber attack. The Net Promoter score was sensitive enough to  track the outage time period - and after they recovered, the NPS bounced back in a short period. 

And for trivia fans, you get to find out which company is the biggest buyer of dust sheets in the UK. 

As an ex-ad-man, Martin is a hugely entertaining guest. And it’s a wonderful story of how the small things make a difference to the experience. 

 

Postscript: 

Martin made some Book Recommendations (titles published in the last year) and we list them here: 

Business:

 ‘Can’t sell won’t sell’ by Steve Harrison. Subtitled “why adland has stopped selling and started saving the world”

‘Go Luck Yourself’ by Andy Nairn. The book points to lessons in luck and really how to make your own. Well written, practical and insightful.

 

Pleasure:

‘The Curious Rise of Alex Lazarus’ by Adam Leigh (a credible candidate for the nicest man in advertising). It’s the story of a 90’s dotcom start up and the behind the scenes rivalry when money and success are involved.

The Bombman’ by Andy Green - written as a tribute to his father who was in bomb disposal in Ireland during the troubles. A great adventure story with genuine insight into the personality and rivalry of bomb maker vs bomb disposal technician.