Hitachi Capital Vehicle Solutions displays customer satisfaction credentials
The online system is being used to measure and act upon driver feedback, with “Touchpoint” triggering a satisfaction survey to its drivers and customers after key events such as vehicle quotation, vehicle order placement, vehicle delivery, servicing, tyre replacement, windscreen and glass repair & replacement, vehicle breakdown and in the event of an accident.
Driver feedback is collated into a web-based reporting system used by Hitachi Capital to identify trends, make continuous service improvements and to respond effectively to drivers’ concerns.
Tim Bowden, head of operations at Hitachi Capital, said: 'We chose “Touchpoint” as the platform for our Driver & Customer Satisfaction programme because it provides extremely high levels of flexibility, allowing us to tailor question sets to drivers that are relevant and meaningful, as well as providing the ability to extend surveys to fleet managers and decision-makers on other critical areas of service and contract delivery.'For more of the latest industry news, click here.