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8 August 2014

Autoglass announces record number of customer services reviews

Autoglass has received more than 23,000 customer reviews online, the highest number of any reviews from any UK-based vehicle glass repair replacement specialist. Of these reviews, the average score was 4.5 out of 5 from happy customers who spoke positively about their experiences. 

The stats follow the announcement last week from the Institute of Customer Service, whose latest Customer Satisfaction Index places Autoglass within the top 50 UK organisations for delivering excellent service to consumers. The business secured 37th place, rising four places from its ranking in January. 

According to Neilsen[i], 68% of consumers trust customer opinions posted online, highlighting the importance of online reviews to inform purchasing decisions. As reviews continue to be more important for customers, employers are continuing to catch-up with 36% of key decision makers in the insurance industry noting their company could be handling customer service enquires better on social media.[ii]

The volume of customer reviews held by Autoglass, in addition to its latest ranking by the UKCSI, underline the business's commitment to delivering high quality service to every customer. 

All customer reviews for Autoglass are hosted on the company's website, via reviews platform Bazaarvoice, in order to allow customers to see first-hand the high level of service and expertise that comes as standard with every job.  

Additional reviews of the business are also uploaded by customers to ReviewCentre.com, where the overall score is 4.7 out of 5. More recently Autoglass has also been working in partnership with its insurance, fleet and lease partners to handle their customers' queries and share feedback.

The helpfulness of the call centre staff and the promptness of the appointment, as well as the expert knowledge of technicians who eventually carry out the job were the most common positives about Autoglass called out by customers who left a review on either website. 

Similar sentiments can be seen on the company's Facebook page and Twitter feed which are also used as customer communication channels in line with Autoglass commitment to customer reviews. Social media channels continue to play an important role in helping customers share their experiences and views online and the company has appropriately trained staff to manage customer engagement through its social media platforms so that customers can continue to receive a great level of service by whatever channel they prefer to use to get in touch.

Andre May, Director of Sales & Marketing at Autoglass says: 

At Autoglass, our customers are at the centre of everything we do and we take real pride in being the most customer-focused vehicle glass repair and replacement company in the UK. It is fantastic to see that this is recognised by our customers. Listening to our customers is the best way of understanding first-hand how we need to evolve our service to continuously offer the high level of service that customers expect from us and through their preferred channels of communication.

We encourage our customers to provide feedback on their experiences so that we can continually improve our service and both meet and exceed expectations. This feedback, positive and negative, is taken on board and helps us ensure that we continue to provide an excellent service with a focus on safety and quality delivered through highly skilled technicians.

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For more information please contact Autoglass@hkstrategies.com or call 0207 413 3200 

About Autoglass

Autoglass is the UK's leading vehicle glass repair and replacement service. For details of your nearest centre, call 0800 36 36 36 or visit www.Autoglass.co.uk.

About the Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers' experience and their own business performance.

The Institute is a membership body with a community of over 400 organisational members “ from the private, public and third sectors “ and over 5,000 individual memberships.

About the UK Customer Satisfaction Index (UKCSI)

UKCSI (UK Customer Satisfaction Index) is the national measure of customer satisfaction. It is based on an online survey of consumers, geographically and demographically representative of the UK population. 

 The UKCSI began in January 2008 and is published twice a year, normally January and July. The Index covers 13 sectors “ 11 in the private sector as well as local and national public services. Sector reports giving a detailed breakdown of scores by sector and organisation are available. 

Customers are asked to rate organisations on customer priorities that they have identified as important. Priorities are grouped in terms of professionalism; quality and efficiency; ease of doing business; problem solving and timeliness. Each priority is given a weighted score. The weighted satisfaction scores are used to produce the index. 

The July 2013 UKCSI includes over 40,000 unique responses. More than 12,000 customers have been surveyed. Customers are geographically and demographically representative of the UK population and participate in the survey through an online panel. Customers are asked to provide a score for organisations based on their most recent transaction. 

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