Experteye has enhanced Touchpoint, its driver satisfaction survey, with a new quality management system (QMS).
Drivers are contacted via email, telephone or text to provide a driver satisfaction rating and essential feedback immediately after key events such as vehicle delivery, servicing, breakdown, the provision of a day hire vehicle, after an accident or any other service.
With the new QMS application, Touchpoint now also has the capability to integrate fully automated processes for the effective resolution of any issues or complaints.
This includes the facility for drivers, fleet managers or personnel from the contract hire or fleet management provider to log issues, which are then processed and resolved in line with their own best practice. The QMS application is also fully aligned to proven quality management standards such as ISO.
Rick Yarrow, managing director of Experteye said, “The integration of QMS into Touchpoint advances the benefits of the system significantly.
“As well as offering an automated process for gathering large volumes of driver feedback, it now also enables contract hire and fleet management companies to manage any issues or complaints with far greater speed and efficiency resulting in increased customer and driver satisfaction.
“This is part of a solution which provides full online dashboard reporting for client activity, a robust pro-active process for drivers and the ability to measure incident costs with far greater precision – all part of a process of continuous improvement.
“The QMS element also increases the reporting capability for monitoring trends in driver satisfaction, making this an extremely powerful tool for leasing companies to develop their proposition in line with drivers’ needs and their customer value propositions.”