Lloyds and Alphabet rewarded in Landmark satisfaction survey
22 February 2008
Leasing firms Alphabet and Lloyds TSB Autolease have been named the best in the business for pre- and post-sale customer satisfaction respectively.
The annual APD Landmark Fleet Operator Customer Satisfaction Survey is based on 12,000 responses from leasing and contract hire customers representing 1.1m vehicles, and Alphabet's win is its third in a row, though it did share the award with Lex last year.
The pre-sale category covers how firms handle prospective customers, from first contact and response to follow-up, communications and products.
The post-sale category, won by ALD Automotive last year, looks at the satisfaction of existing customers in categories such as communication, vehicle ordering and delivery, in-life services and invoicing. Lloyds TSB Autolease took the top spot in six of the 12 monthly tables to grab the prize.
"Lloyds TSB Autolease and Alphabet's achievement in 2007 show the importance both place on striving to deliver exceptional service to existing and potential new customers," said Paul Turner, APD managing director. "Fierce competition amongst leasing suppliers means customers are increasingly looking for differentiators, with excellence of service ranking as equally important as competitive pricing with many operators of vehicle fleets."