The close monitoring and measurement of ‘key events’ during the lifetime of each vehicle is growing in importance to contract hire, leasing and fleet management companies as service demands continue to heighten.
According to Experteye, the growing interest in its Touchpoint product demonstrates the rising appetite for gathering, interpreting and acting upon driver satisfaction data at key intervals.
“Our Touchpoint system measures driver satisfaction immediately after any key event,” explained Rick Yarrow, Experteye’s managing director.
“That being the vehicle delivery, its servicing, need for new tyres or other fast fit items, accident repair, breakdown, requirement for a hire car – the list goes on all the way through the vehicle’s life until it is collected at the end of its contract.
“This not only provides essential feedback to the contract hire or fleet management supplier, it also acts as a key strategic tool for driving forward their overall proposition which is essential for extending competitive edge.”
Many of the major leasing providers have been requesting this information for many years, however as service demands grow in a competitive market the need to capture larger volumes of driver feedback quickly after each event whilst it is fresh in the drivers’ minds is becoming a necessity rather than a bonus.
However the feedback is not only important for establishing driver satisfaction as a customer service measure, it also acts as an important tool for managing suppliers.
“This data is business critical to contract hire and fleet management companies as company vehicle drivers are becoming increasingly demanding and expect very high standards of service from the company supplying and managing their vehicle,” continued Rick.
“Contract hire and fleet management companies use such a multitude of 3rd party suppliers to deliver the end service to drivers it makes it a very complex and extensive supply chain to manage.
“Touchpoint draws current, meaningful data from the driver into our web-based systems making it easy to interrogate, interpret and use for service improvements, monitoring KPI’s and SLA’s as well as providing essential account management information for the higher level relationship with the client’s directors and fleet manager, and it also puts an immediate spotlight on weaker 3rd party suppliers.”