Grosvenor Leasing is celebrating a 98% satisfaction rating in its latest customer satisfaction index (CSI) survey, with the majority of clients ranking the contract hire and fleet management specialist as either ‘good’ or ‘excellent’ as a business.
As well as being asked for an overall rating, customers were asked a series of questions, such as how the team at Grosvenor handles day to day enquiries (100% satisfaction), responds to driver requests (98%), provides fleet reports (98%), manages its administration and invoicing (97%), provides account management (98%) and provides new vehicle quotations (98%).
The survey was also designed to help Grosvenor better understand the needs of its customers by asking how concerned they were about green issues, taxation, growing health and safety, and the impact of Brexit.
The two issues on most fleet manager’s minds are financial. Forthcoming changes to taxation, emissions testing and how that would affect them, plus the potential impact of rising interest rates are the main causes of concern.
The affect of GDPR was next on the list, with the green agenda and health and safety also on people’s minds.
“Although we ask for a satisfaction score from our customers, the feedback and comments we get from our CSI are far more important to us,” said Grosvenor’s Group CEO, Shaun Barritt.
“Our account managers talk to customers all the time and, by doing so, they have a really good understanding of the issues affecting their fleet.
“However, by polling opinion across all clients gives us a snapshot of the items on everyone’s minds, as well as how well we are serving customers overall, and this enables us to channel our efforts in the areas that matter the most.”
Within this years’ survey, customers were also asked their views on Grosvenor’s 0Zone solution to help fleets go green, their easi-Fleet Management service, which has enjoyed very strong uptake since its launch 2 years ago, and Grosvenor’s in-house rental management team.