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Challenge
Lookout Pest needed a better way to measure customer sentiment across technicians and CSRs. Before Applause, they had no NPS framework, limited visibility into customer experience issues, and an outdated review process that produced low volume.
Without real-time insights, leadership couldn’t easily identify detractors, coach CSRs consistently, understand customer expectations, or improve Google review volume.
With Applause
Lookout Pest implemented Applause to create a real-time, automated customer feedback loop with:
- Real-time NPS feedback highlighted opportunities for improvement, revealing that customers preferred local CSRs, prompting management to quickly pilot and expand local customer care, boosting service and satisfaction.
- CSR performance became measurable, enabling coaching, recognition, and targeted training to drive higher-quality interactions.
- Review volume improved by 100% and drove 30% more organic leads.
Results
- 100% increase in Google reviews in 6 months—achieving in half the time what previously took the company’s entire history
- 4.9 average rating on new reviews
- ~30% YoY lift in organic leads from Google Business Profile
- Month-over-month improvement in NPS across every branch since rollout
“With Applause, we doubled our Google reviews, saw a steady rise in NPS, and made real operational changes based on customer feedback. The product is strong, the integration was seamless, and the team made it incredibly easy to launch and expand. Applause truly de-risked the entire investment for us.”
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