Automotive research firm APD (Alchemy Performance Development Ltd) conducts two regular surveys to monitor an index of leasing companies' customer satisfaction – the monthly Landmark post-sale CSI Survey, an audit of fleet operators' satisfaction with leasing company's customer service, and the quarterly Landmark Pre-Sale CSI Survey of how leasing firms handle their prospective customers.
In the 2003 Landmark CSI Survey of post-sale customer handling operations, Interleasing, a subsidiary of General Motors' finance arm GMAC, kept ahead of its competitors for the second successive year. APD analysed over 11,040 responses from fleet decision makers to assess the quality of products and account management services provided by 23 of the major leasing companies operating in the UK on a monthly basis. The cumulative results for the year show the average satisfaction rating was 72.13% - but Interleasing achieved the highest score of 74.8%.
ALD Automotive, which operates a UK fleet of over 45,000 vehicles and is the operational leasing and fleet management arm of French bank Société Générale, was the company that handled pre-sale operations best out of 19 leasing firms last year in the eyes of fleet decision-makers, with a 78.39% satisfaction rating.