Fleet News

Leasing firms getting better at fleet service...

THE service delivered to fleets by large leasing companies is improving and the gap between the best performing companies and the worst is narrowing, a new survey suggests.

The APD Landmark Fleet Operator Customer Satisfaction Surveys cover 26 leasing companies and generate responses from 380 fleets.

It is carried out by automotive research and development consultancy APD and covers both pre and post sale.

The winner of the post-sale survey was ALD Automotive, which achieved the highest customer satisfaction score of 82.80%, compared to an average rating of 80.56% for the 26 leasing companies surveyed.

Respondents are asked to rate telephone response, communication, the expertise and skills level of key sales contacts, the vehicle ordering and delivery experience, the quality and flexibility of in-life services, the collection and termination process and the ‘overall package’.

The pre-sale survey covers 19 leasing companies and the results show that Alphabet and Lex jointly topped the survey with a score of 86.22%. The average rating among the 19 leasing companies was 83.29%.

For this, responses are measured under key performance indicators that include first contact, response to enquiries, communication, the range of products and services offered and overall satisfaction.

APD managing director Paul Turner said: ‘Detailed analysis reveals that the gap between the top five contract hire and leasing companies and the bottom five in both surveys has narrowed. This is a clear sign that, according to their customers, all leasing companies are delivering an improved service.

‘To achieve the average satisfaction level in such a highly complex product and service offering demonstrates that the levels of satisfaction with virtually all the elements that contribute to driver and fleet operator satisfaction are higher than ever before.’

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