Hitachi Capital Vehicle Solutions has implemented Experteye’s Touchpoint system as a key element of its driver and customer satisfaction programme.
As an online system for measuring and acting upon driver feedback, Touchpoint triggers a satisfaction survey after key events such as vehicle quotation, vehicle order placement , vehicle delivery, servicing, tyre replacement, windscreen and glass repair and replacement, vehicle breakdown and when a driver suffers an accident.
Driver feedback is collated into a web-based reporting system used by Hitachi Capital to identify trends, make continuous service improvements and to respond effectively to drivers’ concerns.
Tim Bowden, head of operations at Hitachi Capital said: “We have always requested driver feedback, however because Experteye’s Touchpoint system is web-based it enables us to gather data in far greater volumes while it is fresh in the drivers’ minds.
“The real time, online reporting gives us better control over how we interrogate, interpret and use feedback for service improvements, forming an important part of our supplier management programme. Equally important is our ability to demonstrate our performance against customer requirements, which can be used as part of our account management customer reviews.
“We chose Touchpoint as the platform for our Driver & Customer Satisfaction programme because it provides extremely high levels of flexibility, allowing us to tailor question sets to drivers that are relevant and meaningful, as well as providing the ability to extend surveys to fleet managers and decision makers on other critical areas of service and contract delivery.”