Approach
To support Carglass with delivering an outstanding service at any time, Möbius carries out several projects. We briefly describe a few of them below.
Mystery shopping to each of the branches
Well-trained and qualified mystery shoppers visit each of the branches twice a quarter, accounting for more than 350 mystery visits per year. They use different scenarios, e.g. a small asterisk or crack in the windshield, a broken side window, … After each visit, the mystery shoppers complete a comprehensive questionnaire about the experienced service: e.g. warm welcome, received a clear tender, neat waiting room, …
Exit-surveys with customers
Surveyors of Möbius take standardised questionnaires twice a quarter during one hour at each branch when customers are leaving, resulting in some 800 conversations per year. They ask them about the reason for their visit as well as what they find most surprising, where they see improvement opportunities and where they eventually have experienced difficulties. This to get an understanding of the customer experience quality.
Call center evaluation
Carglass has a free telephone number where potential customers can contact them 24/7. Möbius listens to calls, both inbound and outbound, to assess objective and subjective elements, e.g. friendliness, empathy, helpfulness, …
Result customer service quality
Based on the collaboration with Möbius, Carglass receives a lot of information to shape the future customer experience quality and continuously monitor its service quality.
- An annual follow-up on the most important satisfaction drivers;
- A clear comparison with results obtained during the previous years;
- An overview of the conversion rate per channel (telephone, online booking, …)
- A large amount of possible improvement opportunities and tips (such as providing bicycles and helmets in each branch so customers can make short trips whilst their car window is been repaired)
