From NPS to VoC action: Building a global COE at Belron
Hear how Belron standardized VoC across 39 countries and created a center of excellence, direct from VoC manager, Jamie Carter
Managing a Voice of the Customer (VoC) program across 39 countries presents unique challenges, but it’s also full of opportunities for continuous learning and for Belron, international collaboration.
In this session from All Access: Voice of the Customer 2025 Jamie Carter, VOC manager at Belron, explains how the global leader in vehicle glass repair and replacement evolved its VoC strategy from focusing predominantly on Net Promoter Score (NPS) to creating a comprehensive blueprint that integrated text analytics, feedback loops and a Center of Excellence (CoE) for innovation sharing.
Jamie also explains how Belron examines customer insights to uncover unexpected drivers of detractor scores and drive transformative changes – and he offers actionable lessons for those looking to elevate their VOC programs.
Hear more from Jamie in this interview with CX Network and find out more about the event from senior producer, Chloe Chappell, here.
