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Customer focussed business strategy proves winning formula

9 December 2014

National Windscreens total commitment to maintaining the largest fitting centre network in the UK is based on the belief that truly excellent customer service can only be delivered through local presence and local stock holding throughout the UK.

As a direct result of this strategy the company has been able to maintain market leading ‘time to serve’ and customer satisfaction scores, delivering outstanding success with fleet and insurance contracts.

Whilst the overall market trend is to cut operating costs by having fewer branches, National Windscreens recognises the vital role multiple physical locations play in providing a quality customer experience.

108 fitting centres holding in excess of £3million of glass stocks and supported by 800 mobile technicians, means a UK motorist is on average never more than 11 miles or 20 minutes away from a technician. This is a key factor in achieving a market leading customer satisfaction (NPS) score of 88.1.

This business model has been attributed as a significant contributory factor in a number of recent high-profile account wins, as well as the retention of existing clients. Accordingly, National Windscreens customers can rest assured that ongoing investment in fitting centres is a core strategy for delivering unrivalled customer service.

If you would like more information on how our ‘time to serve’ and customer satisfaction scores can benefit your business please email info@nationalwindscreens.co.uk.