Until recently, Platinum Pest Solutions had no way to collect customer feedback, let alone get real-time insights into the customer experience. But then they became an AskNicely customer. Since adopting AskNicely in early 2025, they’ve seen significant benefits for their business.
Platinum Pest Solutions isn’t your typical pest control business. Instead of taking on new clients once they discover a pest issue, they take on residential and commercial clients looking for preventative pest control. That being said, they wanted a way to proactively connect with customers and ensure their satisfaction.
Read on to learn how Platinum Pest Solutions was able to onboard and effectively use AskNicely in mere months.
Platinum Pest Control needed a tool to help them proactively address their customers’ concerns. “Anytime a customer would want to leave us or cancel services, we were reactive to the issues. And in some cases, we didn't even know the issues were occurring,” Jacob Kosiara, Chief Operating Officer, told AskNicely.
Platinum Pest Solutions needed a tool to collect real-time feedback and provide visibility for their teams after previously relying on manual feedback collection methods. “We wanted a tool to grade our technicians. What we've gotten is so much more, and it has been great; it's paid dividends already,” Jacob said. After finding AskNicely, they were quick to onboard and implement Net Promoter Score surveys to enhance customer feedback collection and improve service quality.
Within the first weeks of using AskNicely, the team at Platinum Pest Solutions identified and resolved a service issue with a client that prevented the loss of a significant account. This save alone covered the cost of using AskNicely, and helped them keep churn from spiraling. “If we screw up one, we're likely screwing up more. If we do that, we put not only one property at risk, we put multiple properties at risk,” Jacob said. So it’s essential for them to identify areas for improvement and act on them quickly.
To find this room for improvement, service managers use detractor alerts to trigger follow-up visits. That way, those negative experiences don’t go unnoticed, and they can take quick action when needed. On the flip side, they’re acting on positive feedback too. The sales team proactively calls promoters to thank them and ask for a referral, which has already led to new opportunities. "We’ve already seen real ROI — four referrals from promoter calls alone," Jacob said.
With strong internal alignment around feedback-driven action, the team at Platinum Pest Solutions is already considering how they can get even more from AskNicely. A few months in, they’re already leveraging insights from the feedback to make strategic improvements in service delivery. But they want to move towards additional automation across the board.
The team at Platinum Pest Solutions plans to trigger their post-service surveys for gathering immediate insights. Then they can use those insights to automatically route detractors so they get the immediate attention they deserve. Their plans don’t stop there, though. They want to take it even further, refining their internal processes based on what their customers are saying, and fully commit to the customer experience.
