Jamie Carter

VOC Manager Belron

Day Two - 25 February 2025

10:00 AM From NPS to action: Building a global VOC program & COE team that drive real change

Managing a Voice of the Customer (VOC) programme across 39 countries presents unique challenges and opportunities. From standardising surveys and metrics to creating actionable insights from customer feedback, the journey to building a consistent and impactful VOC program is one of continuous learning and, in Belron’s case, international collaboration.

In this session, we’re joined by Jamie Carter, VOC Manager at Belron, as he explains how the global leader in vehicle glass repair and replacement evolved its VOC strategy from focusing predominantly on Net Promoter Score (NPS) to a comprehensive blueprint that integrates text analytics, feedback loops, and a Center of Excellence (CoE) for innovation sharing. In this session, we will examine how customer insights uncovered unexpected drivers of detractor scores and led to transformative changes, and will offer actionable lessons for those looking to elevate their VOC programs.

Attendees will learn:

  • Scaling insights globally: Learn how to standardize surveys and implement consistent metrics across multiple countries while accommodating local needs.
  • Turning feedback into action: Discover practical methods for using customer insights to identify key issues, develop targeted solutions, and implement impactful changes at scale.
  • Building a collaborative VOC culture: Explore how to create a Center of Excellence to share best practices, drive innovation, and foster collaboration among international teams.