Over 1,000 customers are also asked a range of questions relating to their most recent contact with Black Horse. Questions about the level of service and loyalty to the brand are fundamental in determining future developments.
The most recent findings (October) revealed that almost 90% of dealers were aware of other lenders’ products and services, yet still recommended Black Horse Motor Finance to their customers. Consumers agreed that they trusted the Black Horse brand because “it has the backing of Lloyds TSB” and “offers the complete package. I have peace of mind because you know everything is upfront, and you can trust them immediately”.
Eight out of 10 dealers stated that service was equal to, or better than it was a year ago. Much of this improvement was attributed to develop-ments in technology – with almost 75% of dealers using the online proposals system, eQuips, to provide customers with fast, efficient quotes.
Customers were equally enthusiastic about the service. One was delighted that his dealer “…dealt with it all on a Sunday, and processed the deal in 10 minutes”; others were pleased that everything could be dealt with under one roof. One customer said: “Because there was no hassle we decided to take the finance through the dealers. Everything was clearly explained and processed quickly, all we had to do was sign the documents.”
John Woolley, managing director, Black Horse says: “These are just some of the positive signs that dealers and their customers are enjoying their partnership with Black Horse. We will continue to carry out surveys and ensure that we maintain an efficient, professional service.”