Two recent experiences with our long-term Peugeot 308SW show the importance of  in-life service in generating customer  loyalty among fleets.

Both relate to customer service and driver satisfaction. Firstly, in a recent underbonnet check, I wasn’t sure about fluid levels in one of the reservoirs, but could find no mention of what it was in the handbook.

On the off-chance, I popped into Marshall Peugeot in Peterborough with a picture of the mystery item on my smartphone and asked the service desk for help.

Matt behind the service desk was a credit to the brand, quickly confirming it related to brake fluid. As it was an important item, he came to check the car and confirmed that all was fine. Then,he took it into the garage for the mechanics to look at just to be certain. My total visit lasted no more than 10 minutes, but it left a really positive image of the brand, thanks to one individual’s commitment  to customer service.

Sadly, our Peugeot slightly blotted its copy book when it decided to take a screen break. The 12-inch fissure at the bottom of the  windscreen, caused by a fragment of the UK’s crumbling road network thrown up by a passing car, means a new one is due. It was quickly booked in for a week’s time from date of injury.

Unfortunately, a sheepish customer service representative admitted the screen required was found to be damaged when picked in the warehouse, so a new one has to be ordered.

The car is still driveable, although the  meandering path of the crack is edging its way towards my eyeline. However, this is a thankfully rare occurrence and the windscreen service agent seemed to genuinely care, which makes all the difference, particularly when it comes to a fleet’s future decision about whether to stay with a brand.

John Maslen