Fleet News

Feedback shows improvement to customer service at Allstar

Allstar Business Solutions has enjoyed positive recognition for its customer service and support in its latest customer satisfaction report.

The survey of more than 1,000 customers, including small businesses and large corporate clients, focused on gathering customer feedback on key specific areas of performance and the drivers of customer satisfaction and loyalty. 

The findings showed positive results across all the key areas and overall nearly nine out of every 10 Allstar customers rated the fuel card provider as excellent or good.  Encouragingly, it said, the latest results also showed improvements across the board when compared to last year’s positive report.

Other key findings included:

  • Trust - 86.4% of respondents rated Allstar as good or excellent for ‘keeping promises’.
  • Loyalty - 83.1% said they would ‘choose Allstar again in the future’, as their fuel card provider.
  • Innovation - 82.1% said Allstar was good or excellent at offering innovative solutions to meet business needs.
  • Communication - ‘Keeping me informed’, 81.1% of respondents rated the business as good or excellent.

In addition to customer service and support measures, customers demonstrated their appreciation of Allstar’s network size of more than 7,700 garages and the control offered by its fuel cards, with 86.2% rating Allstar as good or excellent for extensive network coverage and 85.5% rating card security as good/excellent.

Paul Baker, vice president of customer management at Allstar, said: “The most important things any business can do is to listen and communicate with their customers. 

“We do this every day, but the annual satisfaction survey is a great way to gain insight across a wide cross section of our customers in one go. The feedback we receive helps us shape our products. Services and support we offer customers. 

“It is really pleasing to see that the actions and initiatives we have taken as a direct result of customer feedback have been recognised. 

“We will of course continue to drive further service improvements and product innovations to ensure we remain first choice for fuel cards for businesses of all shapes and sizes moving forward.”

John Hughes, managing director at CSN who conducted the research, added: “When an organisation knows what their customers really think – and over a thousand surveys to customers of all sizes will do that – they can begin to focus on making the service improvements that matter, and ones their customers will really appreciate and value.

“To have more than 80% of customers rating them as good or excellent on their key drivers is a really superb achievement in itself, but to have more than 83% say they will remain loyal customers as a result of their experience shows it’s worth the effort.”

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