ALD Automotive has implemented Experteye’s Touchpoint system for its Driver Satisfaction Index.
The decision comes after a market review to identify the best mechanism for measuring and acting upon driver feedback after key events such as order delivery, vehicle servicing, tyre replacement, windscreen and glass repair & replacement, vehicle breakdown, use of pool vehicles and when a driver suffers an accident.
Each event triggers an online satisfaction survey to request driver feedback providing ALD Automotive with web-based reports that can be used to make service improvements, provide accurate client reviews, manage suppliers and respond to drivers via an instant colour coded notification service.
Karen Zaremba, ALD Automotive’s group customer services manager said, “Experteye’s Touchpoint system enables us to gather and respond to driver feedback with greater ease, accuracy and speed. The flexibility of the web-based reporting also means we can monitor trends in driver satisfaction which is vital for the continuous enhancement of our service proposition.
“We chose Touchpoint as the platform for our Driver Satisfaction Index because we needed an intuitive and flexible approach that could cater for our own question sets, processes and reporting and Experteye’s system achieved that for us.”
Rick Yarrow, Experteye’s managing director said, “We’re delighted to have been appointed by ALD Automotive who also subscribe to our Fleeteye CSI survey.
“We’re also extremely pleased with the level of interest in Touchpoint across the contract hire and leasing sector as a whole.
“Many of the major leasing providers have been requesting driver feedback for many years, however as service demands grow in a competitive market the need to capture large volumes of driver feedback quickly after each event whilst it is fresh in the drivers’ minds is becoming a necessity rather than a bonus.”