Industry News
Alphabet and ING Car Lease top 2005 Landmark contract hire customer satisfaction surveys
16th Febuary 2006
BMW Group leasing subsidiary Alphabet and ING Car Lease have won the 2005 Landmark Pre- and Post-Sale Customer Satisfaction Index Surveys conducted by the automotive consultancy apd. Based on 81,320 fleet operator responses to the Landmark Pre and Post Sale CSI surveys over the 1998-2005 period, ALD Automotive (known as BCH Vehicle Management until 2001) was rated the best contract hire and leasing company in the Pre-Sale CSI Survey with an overall rating of 80.52%.
In the cumulative results of the 2005 fleet operator-based surveys, Alphabet, which operates a fleet of 28,000 vehicles in the UK, topped the Pre-Sale CSI Survey with the highest score since 1999, and ING Car Lease, operating a UK-fleet of 15,800 vehicles, won the Post-Sale Survey with the highest score achieved since 2000.
2005 saw major improvements by contract hire and leasing companies in both categories.
The Pre-Sale CSI results are based on an overall sample of 380 responses from fleet operators surveyed over four quarters during 2005, measuring how businesses handle prospective customers taking into account first contact, response and follow-up, communications and products. The average customer satisfaction rating for the 19 leasing companies surveyed was 84.09%, a 5.97% improvement on 2004’s average rating of 78.12%. Alphabet’s customer satisfaction rating was 87.95%, while the lowest satisfaction rating recorded by a leasing company was 76.3% over the year.
The Post-Sale CSI results are based on an overall sample of 12,000 responses from customers of the 25 leasing companies surveyed each month during 2005, covering telephone response, the frequency and professionalism of general communication, the expertise and skill levels of key sales contacts, the vehicle ordering and delivery experience, the quality and flexibility of in-life services and the collection and termination process, together with billing, contracts and invoicing, end of contract procedures and the ‘overall package’.
The average customer satisfaction rating for the 25 leasing companies surveyed was 77.84%, a 5.99% improvement on 2004’s 71.85%. ING Car Lease’s customer satisfaction rating was 82.74%, while the lowest average satisfaction rating recorded by a leasing company was 72.4% over the year.
(www.alchemy-pd.com)
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