Fleet News

Fleet customers sell themselves short on leasing firm service

FLEET customers are selling themselves short by accepting poor service from leasing companies as the best they can get.

A new survey has revealed that 97% of fleets claim that service levels from their leasing suppliers are acceptable, yet 88% are dissatisfied with the level of customer service provided.

Half the fleet managers interviewed for the survey, carried out by Tusker Direct in association with Fleet News, said that poor customer service was a major area of dissatisfaction.

Fleets also complained about delivery and availability of cars from leasing firms, price transparency, lack of strategic advice and a lack of trust, as well as poor ordering processes and maintenance levels.

Key failings in customer service included end-of-contract problems, and charges and dissatisfaction with the quality of online service provided.

Yet the complaints contrast sharply with 97% of fleets saying they have an acceptable relationship with their contract hire supplier.

Tim Grant, joint managing director of Tusker Direct, which offers online leasing and fleet management services, claimed fleet managers had to demand better service from the industry.

'The results seem to show that the fleet industry has come to expect poor service as the best they can manage. It is hard to accept that fleet managers would put up with poor service if they had the choice of a better option,' he said.

The firm claims its approach of using online services for leasing and fleet management conquer many of the complaints that fleets have about service and streamline the process between ordering and receiving a new fleet car.

Research also revealed that drivers for more than half the companies questioned had access to the internet at work.

The survey, which covered 183 fleet customers, also revealed that 63% of firms believed that changes to company car taxation would make a PCP a more attractive option to be considered by their company.

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