2010 FW Honours: ALD Automotive recognised for driver initiative
Fleet operators have consistently rated ALD Automotive one of the leading service-focused vehicle contract hire and leasing companies in the country and now ALD Automotive is focusing on raising drivers' experience even further with its 360 OSI (Operational Service Index) Survey.
360 OSI online survey asks company car and van drivers to rate the service they receive from both ALD Automotive and its various third- party suppliers throughout the duration of their vehicle lease agreement. The touch points focused on cover the whole agreement life-cycle from quote to order, vehicle delivery, service or repair, windscreen and tyre repair/replacement and vehicle breakdown through to collection at the end of hire.
Steve Moody, chairman of judges, said: 'In my experience, the fleet industry is highly supportive of any initiative which aims to drive up service levels – especially where company car drivers are concerned. By introducing 360 OSI, ALD Automotive has found a way of analysing the quality of individual drivers' experiences at various touch points in the life of a contract, then using this data to improve service levels for all their customers. ALD's 360 OSI is a fine example of management information being used to drive up standards, while also providing a benchmark for customer satisfaction.'
The 360 OSI survey has been developed in conjunction with two of Europe's leading automotive consultancies apd and ExpertEye.
Gary Jefferies, head of business development, Experteye, said: 'A large proportion of a leasing company's proposition is reliant on the performance of third parties and it takes careful and complex management of this supplier network to get the service delivery right.
'Our 360 OSI tool will help ALD further improve its satisfaction levels with its clients and at the same time help them manage their supplier base, making it very clear and transparent to its suppliers how they have performed in terms of these overall customer satisfaction levels. ALD has been committed to the highest levels of customer service for a long time and we are delighted that through this new initiative that has been recognised and with this award.'