DZI’s trusted car repair network received outstanding ratings in an independent mystery shopper survey conducted between March and June 2026. The study covered 91 repair facilities across Sofia, Plovdiv, Varna, Burgas, Veliko Tarnovo, Dobrich, and Haskovo.

The survey aimed to evaluate key elements of the customer experience, including courtesy and attitude, speed of service, clarity of information provided, and customers’ willingness to use the repair shop in a real-life situation.

The results demonstrate exceptionally high levels of customer satisfaction. Employee attitude and courtesy received a rating of 98% in Sofia and between 90% and 100% in the other cities. Service speed achieved 100% satisfaction in Sofia, Burgas, and Veliko Tarnovo, while the clarity of information provided received a score of 99% in Sofia and 100% in several of the remaining locations.

Particularly strong was the result for customer trust. More than 82% of mystery shoppers stated that they would leave their vehicle for repair at the workshop they visited if faced with a real situation, representing a significant increase compared to the previous survey.

The findings also confirm DZI’s strong reputation among its repair partners. When asked to recommend an insurance company, DZI was the most frequently recommended insurer, receiving 64% of all recommendations, nearly doubling its result from the previous study. Repair shop employees identified fast claims handling, well-organized processes, and a reliable and professional partnership with the company as DZI’s key strengths.

Among the most frequently cited positive impressions were the courteous and helpful attitude of employees (64%), fast service (38%), and the clear and detailed information provided during consultations (25%).

The results provide further evidence of the successful partnership between DZI and its network of trusted repair facilities, as well as the high standards of service customers receive throughout the vehicle repair and claims settlement process.

This excellent assessment is a recognition of the daily efforts of DZI’s partners and teams to deliver fast, professional, and high-quality service that builds trust and provides peace of mind for customers.