National Windscreens’ UK wide account management team enjoyed a trip to Bristol Conference Centre last week to attend a one day conference themed around ‘inspirational customer service’.
The day was designed to provide an opportunity for the national team to network with each other and share their success stories, as well as hearing about the latest trends and changes affecting the windscreen repair and replacement industry.
Delegates were also treated to a presentation from a well-respected motivational speaker with extensive experience in professional development.
Regional Sales and Marketing Director, Martyn Bennett, comments, “As a national company with account managers operating across the UK, we recognise the importance of bringing the team together regularly to discuss any issues that may affect our industry.”
National Windscreens’ dedicated services to insurers and fleet operators are continuing to pay dividends, and increased consumer awareness following the introduction of the company’s new corporate identity back in 2012 has resulted in a rise in ‘cash job’ bookings from motorists who don’t have windscreen cover on their insurance policy.
Commercial Director Pete Marsden says, “National Windscreens is continuing to increase its market share and we regularly receive great feedback from customers about the service we provide, as evidenced by our 2014 Net Promoter Score (NPS) to date which is an excellent 83.3.”
Martyn continues, “Bristol Zoo provided a perfect backdrop to a really great day – it’s always useful to bounce ideas around with peers and to hear how our business is progressing in different areas of the country. Details including the 2014 NPS to date and average ‘time to serve’ figures, meant the mood was very positive.
“A number of objectives and strategies were agreed upon which will be further developed throughout this year. All activities are designed to ensure we deliver excellent ongoing customer satisfaction which will help us to secure new customers, as well as supporting the retention of existing clients.”