Fleet News

Leasing firms' new spotlight on customer service levels

CUSTOMER service has become the battleground for the UK's leading contract hire companies, despite research indicating that their service levels fall well below those achieved in other industries.

New research has revealed that performance bonuses for top executives in Britain's largest leasing firms are linked directly to the way they treat their customers.

Surveys carried out by Elmark management consultants across the top 15 car fleet management suppliers indicate that customer satisfaction scores for the fleet supply industry tend to sit at between 75% to 85%. This compares with the 95% to 100% scores recorded by world-class companies in other industries.

Garrey Melville, a consultant with Elmark, claims the findings show that fleet customers should expect and demand high service levels from their suppliers.

He said: 'Customer satisfaction scores have become key strategic performance indicators for the way in which they run their businesses.

'This is all very good news for fleet managers who can expect to see significant increases in the standard of service from fleet management companies.'

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