Fleet News

Manheim Remarketing introduces customer satisfaction programme

Manheim Remarketing has introduced the apd 360osi customer satisfaction programme as it strives to enhance further its vendor and buyer experience. The Manheim Remarketing 360osi will measure vendors’ and buyers’ satisfaction levels with their experience within 24 hours of an auction, using online questionnaires. The online 24/7 web dashboard is ‘live’; meaning vendor and buyer responses are immediately available for analysis by Manheim Remarketing staff and reporting is continually updated. The Manheim Remarketing 360osi has a built-in alert system that automatically notifies staff if a vendor or buyer has registered dissatisfaction.

The 360osi platform developed by apd Group has won awards from both Fleet News and Fleet World for supporting a pro-active approach to managing customer satisfaction. Paul Turner, Managing Director of apd commented that, “apd has provided independent customer research to Manheim Remarketing for several years and the 360osi platform will put it at the forefront of the sector in its ability to measure satisfaction levels across all aspects of the remarketing process and use the information to drive improvement.”

Mike Pilkington, managing director, Manheim Remarketing said: “Having real time, ‘live’ research results ensures that we can react quickly at an auction centre, process specific or client level. The 360osi platform ensures that at the click of a mouse my fellow directors, management teams and I are never far from our customers’ perspective of our business. We are constantly seeking ways to innovate in our business and, in our goal for operational excellence, I am delighted to say that since we launched the system for vendors only last year, overall satisfaction levels rose by 6% to 90% by the end of the year.”

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