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Vehicle suppliers worst for service

Half of UK fleet managers would not recommend their contract hire and vehicle manufacturer suppliers to a peer, a new survey has found.

It found that more than a quarter of fleets were unhappy with the service they are getting from their company vehicle suppliers and one in five was dissatisfied with their leasing or contract hire company.

In the exclusive survey, 170 fleets running a combined company car parc of 27,000 vehicles rated their suppliers on a scale of 0 to 10 based on how likely they would recommend the named companies to a business colleague.

Suppliers who came out best of the service standards survey were windscreen replacement and car breakdown companies, with high satisfaction ratings in each case.

Fleets who gave suppliers a ‘high’ rating of nine or 10 were considered as ‘promoters’ while those who gave a ‘low’ mark of 0-6 were deemed ‘detractors’. Those in between were classed as neutral.

An overall net promoter score (NPS) average for each sector was arrived at by subtracting the percentage of detractors from the percentage of promoters.

It found that car manufacturers came bottom of the list with a satisfaction rating, or NPS, of just 22%, followed by contract hire and leasing companies with a 34% NPS rating and risk management with 36%.

But three-quarters of fleets would recommend their windscreen replacement and breakdown service suppliers with an overall NPS rating of 61% and 60% in each case.

The study was carried out by Fleet News in association with All-in-One Leasing and did not ask for specific reasons why companies were unhappy with their supplier.

A spokesman for the British Vehicle Rental and Leasing Association (BVRLA) said: ‘It’s interesting that a number of services that did well in the survey, such as windscreen replacement, breakdown services, remarketing and daily rental, are often provided as part of a package by contract hire companies anyway.

‘Also, fleets deal infrequently with windscreen companies and when they do it’s normally a straightforward process. Contract hire is much more complex than that.

‘However, we are always interested in any survey findings about the industry and if there are lessons to be learned then we want to learn them.’

#AM_ART_SPLIT# A spokesman for the Society of Motor Manufacturers and Traders said the organisation would comment if reasons were given why some fleets were dissatisfied with their vehicle provider.

All-in-One executive director Tony Williams said: ‘The survey highlighted a number of areas where there is significant room for improvement.’

Supplier ratings

Company type NPS Promoters Detractors
Windscreen replacement 61% 72% 11%
Breakdown services 60% 76% 16%
Vehicle servicing 48% 60% 12%
Insurance 48% 63% 15%
Remarketing 44% 50% 6%
Fast-fit 42% 63% 15%
Daily rental 40% 56% 16%
Risk management 36% 56% 20%
Contract hire 34% 54% 20%
Vehicle manufacturers 22% 50% 28%

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