Its focus on total customer satisfaction and service excellence resulted in the automotive glazing company taking home both the Customer Care Award and Service Supplier of the Year accolades. The awards, which showcase top class performance and innovation across the UK insurer and broker market, were hosted by comedian Bill Bailey and are described as ‘the unrivalled badge of excellence for the insurance sector’.
Chris Thornton, Auto Windscreens’ Managing Director, commented on the wins: “These awards are fantastic recognition of our entire team’s efforts to continually deliver an exceptional service to both our insurance partners and their policyholders. We are extremely proud to have won and to have such industry acknowledgement of our leading customer service, with sustained satisfaction rates from motorists of between 95% and 97%.”
Auto Windscreens has invested heavily in technology and its staff to create a seamless customer service journey and closely monitors feedback on an ongoing basis to maintain a consistently high-quality windscreen repair and replacement solution. Every policyholder is asked to complete a survey on their overall repair/replacement experience and Net Promoter Scores (NPS) form a vital part of the ‘listening’ process, gauging the loyalty of customers by asking them how likely they are to recommend Auto Windscreens.
Chris added: “The insurance market is increasingly recognising the importance of suppliers using this method and for the last three years we have maintained impressive results, with 88% of our customers being classed as ‘promoters’ of our service.”
About Auto Windscreens
Auto Windscreens is owned by Trifords Limited, part of the Markerstudy Group. It is a leading automotive glazing company, serving customers throughout the UK and across all sectors from managed fleet to insurance. With a nationwide network of fitting centres and backed by a fleet of mobile service units, Auto Windscreens is an expert in windscreen repair and windscreen replacement. The company head office and dedicated contact centre is based in Chesterfield.