FleetPartners Customer Experience index Research 2010
Overview of FleetPartners CEi Research
FleetPartners Customer Experience index (CEi) research was undertaken in March 2010 by leading New Zealand research firm Colmar Brunton to measure both customers’ experience and non-customer perceptions of FleetPartners.
The research was designed to provide FleetPartners with the insight to exceed the changing needs of customers by identifying their requirements before they occur, to improve business processes, verify changes in our business direction, retain existing customers and attract new ones.
The Customer survey was conducted online to allow business people to complete it at their convenience. The survey was not just about getting people to tell us how satisfied they are, it was also an opportunity for them to tell us about their challenges and help us get a picture of what is really going on. This makes the results more powerful when deciding where our business is at and looking for pointers to the future.
Defining the Issues
The New Zealand economy has seen a modest recovery from the recession that dominated the scene in 2008 and early 2009. However, conditions are in place for a stronger rebound this year.
GDP growth of 3.7% is forecast for calendar 2010, following an estimated 1.4% contraction in calendar 2009. In calendar 2011, growth is projected to reach 4.3%, as the supporting factors above continue to play out.
The Reserve Bank of New Zealand expects to normalise the OCR with rapid hikes over the next few years, with a flexible kick-off date pencilled in for mid-2010. The RBNZ is signalling a series of rapid hikes once they begin – roughly 275 basis points over seven quarters to March 2012.
Slow and steady will become the “new normal” for New Zealand’s economy over 2010/11 as the global financial crisis fades into history. The prediction comes as New Zealand’s vehicle industry continues to claw itself out of the hole it fell into during the global financial crisis (GFC).
Based on this, when measuring performance, we needed to take account of different touch points and audiences to support business growth and the ever changing market conditions.
About the Respondents
The survey respondents were an accurate representation of New Zealand's geographical spread and ranged in all segments of FleetPartners business from passenger to HCV.
What satisfaction do we deliver to our customers?
Over 90% of our Customers are having their expectations either met or they have seen improvement over the past 6 months.
FleetPartners and it’s People
We are pleased to see that a majority of our Customers are quick to shower a number of our people with praise. However there are a number of areas identified that we see as key in providing a consistent level of Customer Service.
FleetPartners and it’s Processes
Customers are delighted when processes are effectively executed by our staff. But it has been identified that in some instances, FleetPartners could communicate more effectively.
FleetPartners Products and Services
Although Customers appear to be satisfied with the range of product/services and the options presented to them, there are some key areas that have been highlighted for improvement. We are delighted to advise that the majority of these areas are currently under review and will be addressed in the near future.
FleetPartners Road Map to improving Customer Experience
FleetPartners has identified some ‘quick wins’ that will have immediate flow through to our Customers. We have also identified areas where FleetPartners need to focus. These will be reviewed at our Customer Advisory Board meetings to ensure the outcomes are aligned to exceed your expectations.
Our decision to share just some of the findings of our CEi research is a way for us to reinforce our commitment to finding ways to continuously improve the service and communication that we provide to our Customers.
The feedback our Customers provide us sets the expectations that we need to meet on a day to day basis and with your help, we believe we will be able to exceed those expectations.