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Arval continues push on customer support with driver care initiatives

The latest initiatives include new content for driver packs, winter driving tools, simple feedback mechanisms, online and SMS text functionality for drivers and are supported by a face of driver services, named Sarah Walker, who is designed to humanise the communications that Arval provides to drivers and has already been implemented in Arval operations in Spain, India and Brazil. 

The leasing and fleet management specialist is running a number of initiatives to change the relationship with customers and their drivers; enhancing their experience, improving service quality, introducing innovation and encouraging interaction. The firm proactively tracks driver satisfaction, reporting on it through a monthly dashboard. The latest figures show 98% satisfaction with the way that Arval handles driver calls and 97% satisfaction with communications but Arval say it is still pushing to improve. 

Robert Pieczka, business development and marketing director at Arval commented: ‘We are clear that our focus on service goes beyond our customers to ensure that we also provide a great experience for their drivers. That’s why we have enhanced the solutions that we provide to drivers, and will continue to do so into the future, all supported by our face of driver services; an innovative approach designed to support driver engagement, interaction and further improve the experience.’

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Natalie Middleton

Natalie has worked as a fleet journalist for 16 years, previously as assistant editor on the former Company Car magazine before joining Fleet World in 2006. Prior to this, she worked on a range of B2B titles, including Insurance Age and Insurance Day. As Business Editor, Natalie ensures the group websites and newsletters are updated with the latest news.