Autoglass has been shortlisted as a finalist in the UK Customer Satisfaction Awards 2012. The entry focused on the high quality, friendly approach to customers shown by its contact centre, branch and mobile technician workforce.
Autoglass, which uses Net Promoter Score (NPS) to measure customer satisfaction, has been able to pinpoint elements of the service chain that can be tweaked so that each motorist query is served in the most effective way.
It has also launched new contact channels developed in response to customer feedback. These channels include a new mobile phone website, an iPhone app and an F-Commerce platform – whereby customers can book, securely, for a service completely through Facebook.
Winners will be presented with their awards at a banquet held at the Marriott Hotel in London’s Grosvenor Square on March 6, 2012 after the Institute’s annual conference.
Matthew Mycock managing director at Autoglass, said: “It’s really encouraging to gain recognition for our efforts to further enhance the first-class customer service experience our clientele have come to expect.
“NPS has enabled us to find ways to best meet the motorist’s evolving needs. We have also decided to fully embrace social media, such as Facebook, as these channels enable us to engage with customers in real-time.
"This gives us another chance to resolve any queries and also hear about excellent experiences that customers have had so we can track best practice.”