Nexus Vehicle Rental is reinforcing its position in the market as a leading provider of vehicle supply, outsourced rental management and systems by introducing further service innovations in response to the company’s latest customer survey.
This latest survey shows over 90% satisfaction in all elements of the rental process, with the company’s rental management application, IRIS (Intelligent Rental Information System), also receiving high ratings from over 90% of respondents for ease of use and efficiency.
The company’s satisfaction survey invited responses from 600 clients and overall results showed a year-on-year improvement, even in areas of the industry traditionally regarded as ‘high risk’, such as claims handling and billing. The results also showed that 92% of respondents were ‘highly satisfied’ with their account management team.
Nexus is now responding to the survey findings by introducing further refinements and enhancements to its processes and bringing its damage, fines and customer service sections into one combined department; increasing efficiency and delivering a more streamlined customer experience.
Overseeing the integration will be newly promoted supplier manager Pritesh Acharya, who has led the Nexus damage team for the last three years and has extensive experience in the rental sector.
Pritesh is to be supported by new appointment, Richard Sharp, who joins the business with a wide range of industry knowledge and expertise.
Managing director of Nexus Vehicle Rental John Ellis said: “We pride ourselves on providing the highest levels of customer service at all times and are delighted to see this reflected in the results of our latest Customer Satisfaction Survey.
"In an industry sector where the potential for customer dissatisfaction is high, these positive results underline Nexus’ focused and customer centric approach which has been instrumental in our rapid development.
“Having already revolutionised our damage handling unit, Pritesh will work closely with Richard and the other members of the team to spearhead these developments and ensure that we deliver an even higher quality service for our customers. I look forward to seeing the results.”