Fleet News Awards 2010: Customer Service Award

National Mobile Windscreens has been presented with the 2010 Fleet News Customer Service Award.

Independent company National Mobile Windscreens, which has 35 branches and a 280-strong van fleet providing auto-glass services to fleets, insurance and retail customers throughout the south and Midlands, operates to a culture of quality, not quantity.
All major customers have a dedicated 24-hour helpline manned by a team that prides itself on a personal and professional approach. It answers the 15,000 calls it receives each month within 20 seconds and does not follow scripts but listens to what the customer needs.

Staff training forms a significant part of the company’s culture – it won the National Training Award last year – ensuring staff and customers benefit from the efficiencies the company’s new IT system offers.

National Mobile Windscreens developed its own customer service software using input from staff and customers, meaning it can offer extra touches such as supplying reports in any format requested. It has also introduced an e-commerce platform allowing it to offer paperless transactions.

The company has not lost a major account in two years and 99% of private customers say they would use the company again.

Judges’ comments
National Mobile Windscreens has good old fashioned values and services – it’s entry was packed full of customer service initiatives. This is a regional company that bases its service offering on outstanding customer service – more than simply platitudes, it delivers on its promises.

RAC was highly commended by the judges

Shortlist