The reason for Fleet Alliance’s glory as it takes the award for the third year in a row reflects on how seriously it takes customer care – using two systems to monitor client satisfaction: the Experteyes program Fleeteye CSI as well as gauging driver satisfaction through online process Opinurate.
This was picked up by the Small Fleet Leasing Federation awards judges, who said: “They have good systems in place and an excellent ethos regarding customer service.”
Fleeteye CSI is used in the leasing sector to independently benchmark client satisfaction (covering products, service, price and communication) as well as benchmark participating companies against their competitors.
This ranked Fleet Alliance first out of 17 and winner of the Best Customer Service award of up to 250 vehicles – based on 2014 surveys – with an overall CSi score of 96%, up 12% on the UK average!
In Opinurate, drivers taking delivery of a new vehicle are sent an email with a link to an incentive-driven micro-site that allows them to rate their experience and see if they have won an instant prize. This showed 98% of drivers are satisfied with its service.
Fleet Alliance sees customer service as directly related to a committed team so commits to a continual investment in staff, resulting in Investors in People Gold Status which is awarded to fewer than 1% of businesses in the UK.
That it pays dividends is undisputed, as the company says: “We believe our continual client growth and high CSI statistics are a result of having an engaged and motivated team who provide our clients with excellent customer service.
“This is evidenced by successfully achieving on-going growth over the last four years, and heading for our fifth successive year with an increase in operating profit from 2013 to 2014 of 58%.”