Fleet News

Interleasing tops customer service survey for second year

FLEET decision-makers have put Interleasing at the top of a customer satisfaction chart for the second consecutive year.

The Landmark CSI survey polled more than 11,000 fleet executives on their views of customer service provided by leasing companies.

Interleasing gained the highest ranking at 74.8% and the group's head of marketing, Catherine Edwards, believes it was due to consistent performance throughout the year. She said: 'While some companies did well in one month, we retained our position throughout the year. We may not have been at the top every month but we have had steady performance throughout the year.'

The survey, which was completed by market research group Alchemy Performance Development, ranked more than 20 of the major leasing companies operating on a monthly and quarterly basis.

The average customer satisfaction rating was 72.13%. Interleasing gained 74.80% and the lowest score recorded was 68.29%.

Edwards said that Interleasing used the information from the survey and distributed it across company departments in a bid to increase awareness of staff. The group also offers several schemes for employees to improve customer service across the company.

Edwards said: 'Our 'passion for customer' programme is one of our core values. We have a quarterly award for staff members with good customer service, which improves service levels both internally and externally.

'Not everyone is directly involved with the programme but it increases awareness and has a knock-on effect across the whole business. We also provide customer service training for staff with courses such as telephone training.'

Interleasing constantly reviews its customer service operation in a bid to stay ahead of the competition. It is currently re-evaluating front-end processes, new products and services.

'We are constantly reviewing activities, looking at processes at the front end and looking at how we restructure ourselves. We are also looking at new products and services designed to meet customer needs.'

However, despite being ranked Landmark's number one customer service provider, Edwards believes there is still room for improvement.

She said: 'There is definite scope for improvement. When you look at the scores, they are not that high. The industry could learn a lot from other sectors such as the retail sector, technology sector and major blue chip companies.'

Looking forward there will be more competition for businesses and will be looking at the little things which make a difference.'

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