Fleet News

‘Excellent’ rating for Keyfuels in Net Promoter Score

Fuel card provider Keyfuels continues to excel in its levels of customer service, according to the latest Net Promoter Score (NPS) results.

The NPS, which is carried out independently by the Customer Service Network (CSN), is specifically designed to understand the customer perception of service delivered by companies.

Following on from consecutive years of positive results, Keyfuels has continued to poll well, excelling in customer and dealer satisfaction and for its network strength.

Recognised as the worldwide standard for measuring and understanding customer experience, CSN calculates a company’s Net Promoter Score (NPS) based on feedback from 150 randomly selected customers, resellers and sites.

Keyfuels’ retained its ‘excellent’ score in 2014, improving on its 2013 score in a number of key areas, including most notably, ‘sites’, which was up by 13.8%.

Keyfuels’ ‘likely to repurchase’ rating was also higher, rising by 6.6% from 88.7% in 2013 to 95.3% in 2014.

Keyfuels’ ‘ease of contact’ rating continues to be strong, as was ‘the way they resolved your query’ - a key driver of customer satisfaction.

Pete McCarthy, Keyfuels managing director, said: “The strength of our network and of our customer service team are key to success of the Keyfuels brand, so we’re delighted that these are two areas that our customers have rated us highly.

“The Net Promoter Score is also an invaluable tool for us to collect data and insight into how we’re rated by our customers.

“It also presents a great opportunity for us to improve in those areas where we’re not performing as strongly and hopefully continue to build on our levels of customer service next year.”

 


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