The results reflect the company’s proactive approach to harnessing insight and using the information gathered to improve the experience for customers, as reflected by a 63-point rise in Net Promoter Score in five years. 

Katie Hayes, customer experience director at Lex Autolease, said: ‘This award is particularly meaningful because it was not decided on the basis of a formal award submission by Lex Autolease. It was independently judged purely on the basis of our customer satisfaction survey programme and performance. The positive improvements made in recent years have been highly valued by customers, and we continue to set ourselves stretching targets to improve our customers’ experience and advocacy even further in the coming year.’

Rick Yarrow, Experteye’s managing director, who presented the award, said: ‘It gives me great pleasure to present this award to Lex Autolease as they have demonstrated a real commitment to implement initiatives in line with customer feedback, proving that they genuinely listen to their clients’ opinions and needs.

‘The Fleeteye CSI remains the benchmark survey in the fleet sector for measuring service levels from major contract hire and leasing providers. Companies that subscribe enjoy flexible back-end reporting and the ability to tailor the question sets so that they are meaningful.’