2011 FleetPartners Customer Experience index Research
Overview
FleetPartners Customer Experience Index (CSi) research has been undertaken by .
FleetPartners objective is to achieve an 8/10 minimum rating for Customer Satisfaction.
2011 result: 7.6 compared to 7.4 in 2010
The research is designed to assist FleetPartners identify; the changing needs of customers before they occur; improve business processes; ensure our people and the service they provide is of value; opportunities; retain existing customers and attract new ones.
270 Customers and 100 non-customers took part in the 2011 research - an outstanding result and a testament to the strong relationships that already exist.
Defining the Issues
- Growth is forecast to remain weak in the short term as households consolidate debt however we are beginning to see some confidence in the market already
- Annual average growth expected to be its weakest with export led recovery expected to lead growth increasing to trend levels of around 3% in 2011. This however may be affected by the US and European scale of economies.
- Tighter restrictions on all vehicles coming into NZ
- Newly introduced Government measures have been set to assist the economy including wholesale funding and retail deposit guarantees, measures to assist small medium sized businesses and an accelerated infrastructure programme
- Changes in Financial Accounting practices under review for 2013
- Early estimates of the cost to NZ economy for the Christchurch earthquake is between $5 and $12 million have been blown out of the water
- A credit downgrade seems inevitable, though we are talking about margins of excellence in terms of AA versus AA+ (foreign currency rating).
- Higher insurance premiums forecasted
Based on the above, when measuring performance, FleetPartners take into consideration the global market influences, the number and type of Customer touch points, business objectives and relationships.
What satisfaction do we deliver to our customers?
Overall satisfaction is on par with 2010 amongst our Customers and above our 8/10 target among 11+ Passenger/Light Commercial vehicle fleets.
We have maintained mean scores for all areas measured in 2010 and improved FleetPartners satisfaction against other fleet companies they deal with.
FleetPartners and it’s People
People are still key to driving overall satisfaction through great account management and making it easy to do buinsess with us. In most instances our Customers rated FleetPartners' staff well above those of competitors they deal with.
FleetPartners and it’s Processes
Customers are delighted when processes are effectively executed. FleetPartners have identified that the overall 'ease of doing business' & providing cost saving options is vital in allowing customers to focus on their core business.
FleetPartners Products and Services
Overall the products and service by leasing companies is very similar. The key is in providing cost saving intiatives and improved measurement processes for existing vehicles.
FleetPartners Road Map to improving Customer Experience
FleetPartners have identified some 'quick wins' that will have an immediate flow through to our Customers.
The process used will feed our Retention strategy in creating a valued Customer experience and improve the Advocasy of our Customers by ensuring we 'get the basics right.'