Fleet News

Lex measures dealer performance

A new customer service index has been set up by Lex to monitor the service dealers provide to its drivers.

Lex has adopted the new online CSI Index as part of its push to make dealers more accountable for the service they provide to its 178,000 drivers.

The better the service they provide over a 12-month period the more chance their labour rate will increase when it comes to annual supplier reviews. It will also allow Lex to replace those dealers that are consistently at the bottom of the index.

Paul Kerrigan, Lex associate director, has put the new CSI Index in place. “Our previous CSI Index was always a month out of date, which was not allowing Lex or its dealer suppliers to react to customer service issues,” said Kerrigan.

“This new system is updated overnight online and will give us an instant view on any issues we may have with our supplier network.

"It also allows dealers to review their CSI score and address any issues quickly and efficiently. Manufacturers are also finding the information very valuable as they can track the performance of their dealers.”

Lex spends tens of millions of pounds on servicing and maintaining its fleet each year and believes this move will further improve service to its customers.

The company has appointed Interface 24/7 to run the new scheme, which has been running CSI initiatives for the motor industry over the past 16 years.

Interface 247 previously ran the Bank of Scotland Vehicle Finance CSI Index, whose fleet is currently being integrated into the overall Lex fleet.

Lex uses a network of approximately 1,800 dealers participating in the Lex-One-Call servicing and maintenance programme.

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