Volkswagen Fleet Services is actively identifying the needs of its contract hire and leasing customers to serve them better
The organisation is monitoring an on-going survey designed to highlight what contract hire and leasing customers want. The survey, commissioned by Volkswagen and operated by benchmarking company Expert Eye, launched in December with 34 major leasing providers questioned about nine core areas, comparing Volkswagen’s performance with that of six competitors.Iker Lazzari, Volkswagen Fleet’s National Contract Hire and Leasing Manager, said: “Part of the reason for commissioning the survey was a realisation that we didn’t know exactly what our partners in the contract hire and leasing sectors thought of the services we provided, and so it was going to be difficult to enhance our service offering. We recognise that our leasing partners are our customers, and if we want to be the best in the industry, we need to know how we are doing and where we can improve.”
Based on results from December to March, Volkswagen is already working on a leasing improvement plans, reviewing the results in conjunction with leasing company partners and identifying specific areas of enhancement.
In addition to this plan, the company is progressing a number of other key service initiatives including its Fleet Sales Excellence programme designed to enhance the service quality delivered by Volkswagen’s 63 Fleet Business Partner retailers.
Volkswagen also plans to move all Fleet specialist Retailers to electronic delivery technology using the MoDel platform, following a highly successful trial. The handheld computers make car handover more efficient; the digital platform cuts paperwork and transmits delivery notifications immediately to the leasing company, so the customer contract can be initiated immediately.
Lazzari said: “We’re sharpening our focus on what matters most to leasing companies, to help ensure we’re fulfilling their requirements, and the requirements of every Volkswagen fleet driver.”
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