We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive all cookies on the Business Car website. However, if you would like to, you can change your cookies at any time
The start point for the best source of fleet information |
"Unfortunately, the customer service reputation of the fast-fit industry has not been great," he says. "My first impression was that the customer service reputation of supermarkets, car dealers and other large organisations [in the UK] was good. But with fast-fit centres, it was not good.
"So we've been focussing on these areas very, very heavily. The complaints were four times bigger than the compliments when I joined. Now, we get more compliments than complaints. That's our largest challenge and it's our direction in the future."
After a trial at eight sites around the country, the Plus centres are being rolled out across 17 Kwik-Fits in the South-East, five of which are in London and all of which are due to be operational by the end of the year.
The firm's fleet director, Peter Lambert, explains the reasons for confining the first few refurbished centres to areas around the M25: "One of the major reasons for the cluster of centres in the South-East is to give a significant number of fleets the opportunity to test our new concept for themselves."
He continues: "If we want to improve our share of the manufacturer service market then we have to be able to demonstrate our ability to do that to the same standard and give customers something else. It will take time. We want to gradually build on the basis that we do the job right and on word of mouth. The maintenance angle is the biggest, single controllable expense for a fleet, so it's a way of moving more business to independents."
BusinessCar magazine ©2019
Business Car Magazine © 2020 | Business Car is part of NS Media Group.
