Case Study: Belron improves customer experience and maintains sky-high NPS with Qualaroo

Belron Leverages Sentiment Analysis to Improve the User Experience, Maintain a Sky-High NPS Score

Belron, the global windshield repair and replacement company known for brands like Safelite, Autoglass, and Carglass, needed a better way to understand customer feedback and improve the user experience across its digital journey. Because its service is an urgent, “grudge” purchase, Belron wanted to identify friction points quickly and keep its customer experience strong while maintaining a sky-high NPS.

Using Qualaroo’s surveys with sentiment analysis powered by IBM Watson, Belron collected and analyzed open-ended feedback, used exit-intent polling to learn why visitors bounced, and connected responses to other data sources to uncover patterns by segment and test variation. With Qualaroo, Belron reported over 80 NPS, faster theme detection in customer comments, and new insights that revealed multiple user segments and opportunities to improve both online and offline processes.

Belron

Jamie Carter

Voice of the Customer Manager