Vehicle leasing customer satisfaction survey
‘Find out what our customers really think of us’. That was our challenge set by a top UK vehicle leasing company. In response we implemented an on-going telephone customer satisfaction campaign targeting new, existing and lapsed customers. We achieved a 70% increase in response rates compared to previous surveys, identified perceived strengths and weaknesses, and accrued PR benefits by emphasising the client’s customer care policy.
Our activities included:
Design of questionnaires for qualitative and quantitative research.
Collation of research data according to sales territories.
Forwarding requests for immediate action.
Production of a detailed report with management summary.
PowerPoint presentation of key facts, conclusions and recommendations.