"Customer service as a guiding principle at Carglass"

Carglass GmbH has established a unique network of service centers for vehicle glass repair and replacement in Germany, with 330 service centers and over 380 mobile units.

As the number one specialist in vehicle glass, Carglass assists drivers nationwide, handling around 1.2 million customer inquiries annually. A central component of Carglass's success is its extremely high level of customer orientation.

The company has received numerous awards and certifications for its excellent service quality. In independent tests, Carglass consistently ranks among the top and receives the highest marks.

For example, in the prestigious DEUTSCHLAND TEST: In customer satisfaction surveys published by the business magazine Focus, Carglass was the test winner for “Best Workshop Chain” and “Best Customer Service” in the 04/2013, 03/2014, and 48/2014 issues.

To ensure, optimize, and continuously adapt its service standards to changing customer needs, the vehicle glass specialist relies on the Net Promoter Score (NPS) method.

For this purpose, Carglass regularly conducts feedback surveys among customers. After informing customers about the purpose of the survey and obtaining their written consent to use their data, the Net Promoter Score is calculated based on their responses.

The percentage of customers who provide positive feedback and would recommend Carglass is over 80% – an exceptionally high rate across industries.