Published on Tuesday 03 November 2015 in Company News
We work hard to attract new customers and don't want to lose you. So ensuring we keep our customers happy, from the moment you pick up the phone and call us, to the delivery of your new vehicle and beyond, is engrained in all of our staff. Like other leasing providers, we are regulated by the Financial Conduct Authority to make sure we're spot on with our financial dealings. But it's our job to police our customer service. That's why we carry out a quarterly Customer Satisfaction Survey to ask those in the know how we're doing. Then, if we're not performing we can do something about it.
We asked our customers that had a vehicle delivered between June 1st 2015 and October 1st 2015 7 questions about how they felt about our service from initial enquiry to delivery. We then compared these latest results with those surveyed earlier in the year. We're pretty pleased with the results. Take a look for yourself. All scores are out of 10.
Speed of Response
There's nothing more annoying than waiting and waiting for the phone to be answered. That's why we're thrilled you don't have to. We aim to answer all inbound calls in around 10 seconds and we're hitting that target. Increasing our staff headcount by 50% in the last 12 months has meant that despite our call volumes increasing, the time you have to hang on to hear from us has not. It's not just about having enough people, it's about having the right people – our managers constantly review the call logs of their teams, ensuring they're effective and efficient in their role at all times.
Quality and Clarity of Information
Whether you need to know the MPG of a Transit, or some pointers on the best leasing option we can tell you. Without the right information, leasing a vehicle can feel like a bit of a minefield. That's why we make it our priority to ensure you've got all the financial and product details at your fingertips so you can make an informed decision on the best leasing package and vehicle to suit your needs. Investing heavily in industry leading staff training of the current financial products as well as getting 'hands-on', road-testing the latest vehicles, means our staff really know their onions (as well as their vans, pickups and cars)!
Easy to understand the paperwork process
No-one likes getting bogged down by paperwork. That's why we aim for a plain English, paperless process. Of course, when you lease a van we'll inevitably need sight of some important financial and driving documents. By up-staffing here at Vanarama HQ and automating large parts of our paperwork process we aim to ease your administrative burden. Not only does this help prevent you getting buried under a pile of papers, but happily, speeds up the delivery of your new vehicle.
Keeping you up to date with your order
We don't just take your order and run for the hills as this graphic illustrates nicely! When you lease a vehicle we'll make sure you are dealing with a real person, not leave you feeling like a number. As you can see we're on an upward trajectory with this one at the moment, thanks to investment in quality staff who are regularly trained.
Satisfied customers – we'll see you again!
It's not really about the latest cars, most efficient vans or perfect pickups. Positive feedback from a satisfied customer is really what drives us. Let's face it, dealing with a happy customer is a joy, firefighting a disgruntled one isn't fun for anybody. We're as delighted as you when you get your vehicle delivered successfully and our staff appreciate hearing your positive feedback. 96% of our customers have loved dealing with Vanarama so much, they've returned to lease another vehicle from us. And your willingness to tell your friends about us means that we often get to see them, your family and colleagues too. Everyone's a winner!
If you are just dipping your toes in the vehicle leasing market at the moment, we hope the results of our survey have encouraged you to trust us with your next vehicle lease.
We won't be resting on our laurels. Another Customer Satisfaction Survey will happen in February. We look forward to hearing what our customers think about us again then.