Touchpoint, Experteye’s driver satisfaction survey, is being extended to fleet sector service companies such as fast fit specialists, windscreen providers, accident management companies and any other supplier of fleet sector services.
Previously aimed at contract hire and fleet management companies, the service has been broadened due to growing demand from other fleet sector businesses who wish to monitor driver satisfaction, as well as their own performance.
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, a fast fit item, windscreen replacement or repair, the provision of a day hire vehicle, after an accident or any other service relevant to each service provider.
“Now that a number of the major contract hire and leasing companies are using Touchpoint to measure driver satisfaction, which is then utilised in supplier review meetings, we are seeing demand widening,” said Rick Yarrow, managing director of Experteye.
“The benefit of Touchpoint is that it draws current, meaningful data from drivers into web-based systems making it easy to interrogate, interpret and use for service improvements, monitor KPI’s and SLA’s and provide essential account management information for the higher level relationship with the clients.
“For the contract hire and leasing companies, this provides large volumes of invaluable driver feedback which can be used for supplier management and service improvements. But for many companies that either supply the contract hire sector, or work with fleet operators directly, it is also being seen as a vital tool for assessing performance and pinpointing with precision where improvements can be made.
“It also helps service companies manage their relationships with contract hire and fleet management companies, because it gives them tangible evidence of their own service performance across multiple clients and large volumes of drivers. This helps benchmark whether each specific client relationship sits above or below the norm.”
Now also with its new QMS application, Touchpoint 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, fleet sector suppliers or the contract hire or fleet management provider to log issues.
These are then processed and resolved in line with its own best practice, and the QMS application is also fully aligned to proven quality management standards such as ISO.