Fleet News

Leasing companies say manufacturers are 'falling short'

The major motor manufacturers need to improve their propositions to the contract hire and leasing sector after a survey revealed that overall satisfaction levels sit below 50%.

Senior personnel from 34 of the major leasing providers were asked to rate their satisfaction across eight key areas.

Respondents were least satisfied with vehicle manufacturers’ ‘fleet strategy’ with a 43% satisfaction rate. ‘Support terms’ was next lowest at 44%.

Satisfaction levels were highest for the ‘brand and vehicle range provided’ (59%), with dealer performance in second place at 55%.

Other scores were for the ‘supply and order process’ (51%), the ‘quality of the contract hire and leasing managers’ (49%), ‘events and communications' (48%) and ‘contract support’ (46%).

The average satisfaction across the eight key areas was 49.4%.

The survey also asked respondents to rank the importance of each topic.

The top four most important items (in order of importance) were: ‘support terms’, ‘brand and vehicle range’, ‘contract support’ and ‘fleet strategy’.

Three out of four of these areas achieved the lowest satisfaction scores.

Rick Yarrow, managing director of Experteye which conducted the survey, said: “ It is, perhaps, unsurprising to see support terms sitting as the highest priority to the contract hire companies, but second lowest in satisfaction, because everyone is always demanding better pricing.

“However, it will raise a few eyebrows with motor manufacturers that the leasing sector feels they are falling short with their fleet strategies, which achieved the lowest satisfaction score of all.”

In most instances more than one person was surveyed within each company, in order to get a balanced opinion.

The survey was sponsored by Volkswagen (UK) who is undertaking a major initiative to ensure its products, services and support meet fleet sector requirements.

Volkswagen (UK) donated £1,700 to the automotive charity BEN as a way of thanking the leasing companies for their participation.

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