News
Alphabet and Lloyds TSB Autolease scoop Top Customer Satisfaction Awards (apd Landmark CSI Surveys)
The Awards are based on over 12,000 responses from leasing and contract hire customers throughout 2007. Those featured in the surveys manage over 1.1 million vehicles – that’s over 80% of all vehicles under lease, finance or fleet management in the UK.
Top of the apd Landmark Pre Sale surveys, for the third consecutive year, was Alphabet, with an 84.23% ranking. This historic ‘hat-trick’ of wins, is a first for any leasing company in the survey’s ten-year history. The Pre Sale survey measures how leasing suppliers handle prospective customers; taking into account first contact, response and follow-up, communications and products.
Lloyds TSB Autolease topped the apd Landmark Post Sale Survey, with an average score of 82.21%. The survey measures satisfaction of existing customers, ranking performance across categories, such as communication, vehicle ordering and delivery, in-life services, and invoicing. Lloyds TSB Autolease performed consistently throughout the year, achieving first place in six out of the 12 months, including attaining the top spot every month in the last quarter of 2007.
Mark Sinclair, director Alphabet, said: "This is truly a landmark achievement for Alphabet. We strive as hard for consistency as we do to deliver industry-leading standards of service and responsiveness. To win the apd Pre Sale Award calls for an outstanding team and superb product portfolio from which to create high quality solutions, and Alphabet has maintained its lead in this area for three successive years in this survey.
"We are delighted with this accolade. I'd like to thank everyone in the company for their commitment to our customers and our internal improvement programmes."
Mark Chessman, deputy managing director at Lloyds TSB Autolease, said: “We’re thrilled to come out on top in the prestigious apd Landmark Post Sale Survey. It is an indication of how we have really listened to our customers, successfully implemented changes and continued to improve the service we offer.
“Although driven by the senior management team, we could not achieve these consistently high standards without participation from every employee within the business. Listening to customers is extremely important to us. Not only do we use the monthly reports from the apd Landmark Surveys to enhance our service, we also conduct our own assessments with fleet managers on a regular basis to ensure that we are continually developing.”
Paul Turner, managing director at apd, said: “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.
“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.
The results from the apd Landmark surveys show clearly, which leasing companies place a high importance on meeting customers aspirations and needs.”
Notes to Editors
1. apd Landmark Post Sale CSI Surveys
The Post Sale CSI results are based on an overall sample in access of 12,000 responses from customers of the 25 leasing companies surveyed each month during 2007. The wide-ranging survey consists of 38 questions divided into eight sections.
1. apd Landmark Pre Sale CSI Surveys
The Pre Sale CSI results are based on an overall sample of 380 responses from fleet operators surveyed over four quarters during 2007. The survey measures how businesses handle prospective customers, taking into account first contact, response and follow-up, communications and products.
2. apd research & development
apd research & development (www.apd-rd.com) is a European market research and consulting firm formed in 2003. Formerly a division within R.L. Polk Mitac, apd has been conducting research into customer and driver satisfaction for over ten years in the UK.
apd is best known for the leasing industry UK Landmark Customer Surveys and for pioneering the use of the internet to conduct scientifically accurate market research. With offices in Malmesbury and London, apd combines proprietary methodologies and technology with expertise in predictive and strategic research. The company conducts international research for a number of major automotive companies, including manufacturers and independent leasing companies.
Alphabet (GB) Limited
Alphabet is a multi-marque fleet funding company and part of the BMW Group. Operating in 15 countries, the company manages a fleet of over 40,000 vehicles in the UK and supplies more than 270,000 vehicles worldwide. Alphabet has unrivalled and award-winning experience of delivering sophisticated company car and employee ownership solutions for some of the UK's largest companies, such as the BBC; McDonald's Restaurants; Oracle; RHM; Shell and Unilever. The company offers a comprehensive portfolio of fleet products, with a broad selection of funding solutions, along with maintenance; fleet management; fuel management; vehicle rental and accident management.
Lloyds TSB Autolease
With over 40 years’ experience in the fleet industry, Lloyds TSB Autolease is one of the UK’s leading fleet management and funding specialists, and currently own and manage almost 1 in every 200 vehicles on UK roads.
