Benchmarking, research & enterprise feedback management

Programme Objectives: Raise customer and driver satisfaction levels with the performance of Zenith and its approved supplier network. Attract new, and achieve greater levels of customer retention through the adoption of a pro-active audit programme that identifies any shortfall in service levels.

Outcome:

A real-time, blended online and telephone independent audit of approved supplier performance levels and robust customer and driver satisfaction programme, including online reporting accessible 24/7 by Zenith, their customers and suppliers.

Methodology

apd worked closely with Zenith to review their existing programme and examine its strengths and weaknesses therefore establishing the key requirements from a new system.

The questions used for each event type were also reviewed and changes were made where appropriate whilst still providing some continuity and comparison with previous years.

The system works by drivers being contacted using a blended method of online or recorded telephone interview. Drivers are asked a series of brief questions to determine how satisfied they are with their experience of one of six driver 'touch-points'. These events include new vehicle delivery, servicing or repair, accident reporting, tyre replacement and vehicle rental.

Solution:

The 360osi provided by apd allows Zenith to find out instantly if a driver of a Zenith-supplied vehicle is unhappy with the service he or she has received in a particular area. Using a “traffic light” system of red, amber and green grading, apd immediately advises Zenith whenever a service received is graded red, allowing it to implement corrective action

Drivers’ responses are fed into Zenith’s confidential website, where they can be viewed in real-time by fleet managers. The website records the total number of calls for the current month and the year to date and breaks the responses down into red, green and amber categories, depending on whether the driver is satisfied, mildly dissatisfied or seriously dissatisfied.

The responses are also separated by customer, supplier and event type, allowing Zenith and the fleet managers to spot quickly potential weaknesses in their service provision.

Fleet News Award

The Zenith 360osi programme was awarded in 2009 the UK's most pretigeous award for Best Customer Service Programme by Fleet News. Click here to read what the judges had to say