At the heart of our business is a commitment to delivering excellent customer service, and we are thrilled to share the improvement in our 2024 Net Promoter Score (NPS).
NPS is a widely recognised metric in customer experience programs that measure customer satisfaction. For a customer service business like ours, maintaining a strong NPS is crucial, and we’re proud to announce that we achieved an NPS for 2024 that was rated as ‘excellent’.
This score is a direct reflection of the hard work and dedication of our teams, as well as the strides we've made in transforming into a leaner, more efficient organisation. It demonstrates the significant improvements we’ve made to our customer journey, including:
- By increasing our adoption of digital platforms, we offer increased flexibility in how customers can book appointments.
- Improvements in our glass availability, enabling us to speed up customer appointments.
- Investments in our branches and extension of our footprint across the UK so we are closer to the customer.
- Investment in tools, equipment and upgraded vans, including electric vehicles.
- Having amazing, experienced employees who are focused on the customer’s needs
While we’re celebrating this achievement, we know there is always room for improvement. Operations Director, Andy Rae, expressed his satisfaction with the progress but emphasised that the journey doesn't stop here:
“Although our NPS is rated as excellent, we are not resting on our laurels. We will continue to implement initiatives that elevate the customer experience even further and aim for an even higher NPS in 2025.”
We’d like to take this opportunity to extend our heartfelt thanks to our customers for their invaluable feedback and ongoing loyalty. Your support drives us to improve and innovate, and we’re excited to continue to enhance your experience in 2025 and beyond.