Auto Windscreens has been reaccredited with The Institute of Customer Service ServiceMark – the national customer service standard.
The Institute of Customer Service is the UK’s independent professional body for customer service. It works with organisations to improve their business performance by enhancing the customer experience. ServiceMark is granted for a period of three years, subject to verification through continued ServCheck and UK Customer Satisfaction Index (UKCSI) business benchmarking surveys.
As part of the accreditation, independent surveys of Auto Windscreens’ customers and colleagues were undertaken. The company achieved a Customer Satisfaction Business Benchmarking score of 91.4/100, compared to the service sector average of 73.4 in the latest UKCSI. It was given a Net Promoter Score of 70.4, vs the service sector average of just 9.4 in the UKCSI.
Claire Church, Director of Service Delivery at Auto Windscreens, said: “We’re very proud of our ServiceMark, and we’re delighted to be reaccredited. For me, the best result is when a customer is willing to recommend a service to others.
“Our Business Benchmarking report rated us 8.9/10 for customer satisfaction and intention to recommend (compared to the UKCSI service sector average of 7.2/10). It also revealed that customers don’t feel they have to make a lot of effort when dealing with us (which was rated at 2.6/10 compared to the UKCSI service sector average of 5.1/10), and that we have a good track record of getting things right the first time (84.4% in our Business Benchmarking survey compared to the UKCSI service sector average of 76.6%).”
Jo Causon, CEO, The Institute of Customer Service, added: “I would like to extend my congratulations to Auto Windscreens on their ServiceMark reaccreditation, an achievement that demonstrates a continued commitment to promoting service as a differentiator in an increasingly competitive market. We look forward to working with the team at Auto Windscreens into 2025 and beyond.”
