Our customers
The Belron difference
Putting the customers at the heart of everything we do
We are committed to giving our customers a great experience every time we serve them. Our long-term success depends on the trust customers place in us. Most customers reach us through our long-standing insurance partners, and we also work closely with lease, fleet and car rental companies, building similar enduring relationships. These strategic partners – and their policyholders – choose Belron for our quality of service, world-class customer satisfaction, geographical coverage and the extensive range of vehicle glass we hold in stock. We also serve motorists who come to us directly.
Measuring what matters
Our primary measure of customer satisfaction is Net Promoter Score (NPS), which helps us understand our customers’ experience and how likely they are to recommend us to others. Every customer is invited to complete a survey that captures their feedback. Each of our businesses reports on its performance which is weighted by job volumes. This establishes the overall score for Belron, giving us insights that help us make continual improvements. In 2025, we achieved a record NPS of 86.7, a 0.7 point improvement versus 2024, with 15 countries delivering gains.
Listening across the entire journey
While NPS is highly important, we have evolved beyond this traditional measurement. We now gather feedback across multiple touchpoints, from web exploration through to booking, and crucially, we listen to customers who chose not to complete their journey with us. We also actively review unsolicited channels including online reviews and web chat conversations. In 2025, we processed over 2.6 million individual feedback touchpoints across all these sources. These efforts have helped to deliver back-to-back increases in NPS alongside fundamental improvements in how we serve customers.
