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Fleet operators and drivers using Zenith Vehicle Contracts' 18,500 vehicles are being offered an on-line and phone customer satisfaction review system to generate "live" responses.
Zenith claimed the process, developed in association with APD research and development, has generated a 91% overall satisfaction level via a graduated traffic light form of rating.
Questions covered include new vehicle delivery, servicing and repair, accident reporting, tyre replacement and vehicle rental to produce red: seriously dissatisfied: amber, mildly dissatisfied, and green: satisfied, judgements.
Anne-Marie Griffiths, APD's research and development head of client services, said experience showed that problems go undetected or are lost in research where "the approach can be disjointed when data is supplied from different sources in different formats at different times".
Bupa fleet manager Hugh Roberts, who uses the system said: "It allows me to see when our drivers are feeding back comments to Zenith and know what they are thinking about one of our key suppliers. An important aspect of the system is that I can drill down at the touch of a button to see how each department is performing and also see the performance in relation to each registration number.
"A lot of companies turn a blind eye to complaints from drivers, but with this system our drivers can see that their complaints are taken seriously and Zenith actually encourages heads of department to ring the drivers and speak to them about their concerns."
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