Activa

Exceptional customer service is not measured by what you do - but how you do it.

This is certainly true in the vehicle leasing world, where from a distance all of the industry players appear to offer much the same, but in reality this is far from the case. 

Activa operates on the simple philosophy that enduring customer satisfaction can only be achieved if we genuinely put ourselves in the customer's shoes in all of our thoughts and actions.  This requires a culture to exist from the top down that questions every policy and process to ensure that the service that we actually deliver is one that we would like to receive if the tables were turned.

This is much easier in our family business environment,  but from the outset the management team at Activa have focused on all critical areas of customer interaction where service differentials clearly exist in the industry.

Sometimes these are just a result of developing processes that get things right first time.  With the myriad of things that can wrong in the lifetime of a contract this is no mean achievement!

Another example is our simplified communications whereby one single phone number is provided for drivers and fleet managers, whatever their needs.  This is answered promptly 24/7 by friendly and helpful humans and not machines.

 A dedicated team is attached to all clients including a permanently attached account manager, a multi-skilled support team and a director of the company.  This ensures that "ownership" of responsibility exists and that service delivery is not dependent on any single individual.

It is this sort of attention to detail that has resulted in or company continually achieving the highest ratings in the authoritative Sewells Survey that is carried out annually amongst a large cross-section of fleet operators.