Page 412 - Operations Strategy

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case study 3 • carglass : Building and sustaining a customer-centric organisation 387
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exhibit 5a Carglass ’s overall employee satisfaction scores
Year General satisfaction Satisfied Very satisfied
2003 89% 50% 39%
2005 94% 56% 38%
2007 96% 53% 43%
2009 96% 40% 56%
Source: Company information.

exhibit 5b detailed employee satisfaction scores
2007 2008 2009
Overall opinion/general satisfaction 89% 94% 96%
Tools & equipment 84% 90% 90%
Clarity of mission/strategy/goals 89% 90% 94%
Health & Safety 75% 82% 96%
Clear personal objectives 90% 88% 91%
Recognition 59% 61% 73%
Development 72% 72% 76%
Relationship with manager 79% 73% 84%
Teamwork 93% 90% 95%
Pride 77% 87% 94%
Customer service – 92% 96%
Overall opinion/general satisfaction: ‘On the whole, I am satisfied to work for Carglass ’
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Tools & equipment: ‘The needed suitable work material is available to do my work properly’
Clarity of mission/strategy/goals: ‘On the whole, I find myself in the Carglass strategy’
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Health & Safety: ‘The safety of the staff is a priority for the organisation’
Clear personal objectives: ’I have clear objectives and targets’
Recognition: ‘Thanks and recognition received’
Development: ‘Enough training possibilities, enough means to improve quality, possibilities to grow within the
organisation’
Relationship with manager: ‘On the whole, I am satisfied with the cooperation with managers’
Teamwork: ‘On the whole I am satisfied with the cooperation with colleagues’
Pride: ‘I am proud to work for Carglass ’
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Customer Service: ‘Carglass does the maximum to improve customer service’
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Source: Company information.
office of Carglass® is located). Through employer branding Carglass® hopes to reach
out to qualified technicians. When recruiting, Carglass® not only pays attention to the
technical skills of the applicant but also screens whether a candidate has the right ser-
vice attitude.

Customer satisfaction
A second element of The Carglass® Circle of Success is customer satisfaction. The com-
pany uses mystery shoppers to check whether the service that is provided is in line
what is promised. In addition, research company GfK Significant has done more than

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