How We Do It
Delivering Total Customer Satisfaction
We acknowledge that our customers expect and deserve a first-class service every time. We strive to ensure that we deliver total customer satisfaction at every stage of the windscreen repair and replacement process, from booking an appointment through to fulfilment of service.
We have invested in a business framework that helps provide the foundation for delivering service excellence. We operate a UK-based contact centre which is open 24 hours a day, seven days a week. Our IT systems are designed to enable us to get it 'right first time'; ensuring the correct parts, people and equipment are assigned to each job. Our nationwide fleet of mobile technicians are equipped with innovative products that allow them to operate in a wider range of weather conditions thus minimising the risk of re-arranged appointments due to bad weather.
Listening to Our Customers
At Auto Windscreens we operate several initiatives focused on analysis and acting upon feedback from our customers. Feedback is captured in a number of ways including a customer satisfaction survey that is offered by our technician (via our PDA devices) to every customer upon completion of the job. We also engage with a third party agency who contact a sample of our customers and carry out a short telephone interview to gather information at a more personal and in-depth level.
All the feedback we receive from the various channels is analysed and fed into our continual improvement processes to ensure we learn from our customers and use their valuable feedback to provide insightful development of our service.
We're always introducing new techniques that help us deal quickly and efficiently with any automotive glazing problem. Whether it be robotic lifting devices, wet weather canopies or new windscreen 'glues' that will set even in damp and freezing conditions - we are always looking to remain at the forefront of automotive glazing technology.
Not only do we focus on the technical aspects of windscreen repair and replacement, we also continue to develop our colleagues, our business processes and IT systems to ensure that we are efficient, precise and hassle-free service from start to finish.
We recognise the importance of listening to our customers and delivering the service they expect, hence we are dedicated and passionate about our goal of delivering total customer satisfaction.