12 February 2014
Activa: leading the way in Customer Satisfaction
Activa has a proven track record when it comes to customer service.
We believe that, in an industry like ours, service is often the deciding factor when it comes to choosing a provider. Our customer service is measured at every stage to ensure that we continue to deliver on our promises.Activa has a proven track record when it comes to customer service. We believe that, in an industry like ours, service is often the deciding factor when it comes to choosing a provider. Our customer service is measured at every stage to ensure that we continue to deliver on our promises. We believe that the provision of a high-level support service is crucial to a successful relationship, and this is reflected in a number of features in our business model.
Activa provides drivers with one contact telephone number for all requirements, 24/7. Telephones are answered in three rings by human beings, throughout the working day and out of hours by our in-house fleet control centre. Our dedicated multi-skilled support team will be able to handle the majority of all enquiries or requests without client references, as they are totally familiar with the specific needs of each client.
Following the delivery of any new vehicle from Activa, a driver induction call is made by our support team, covering a wide range of issues and developing a sound, ongoing relationship. The induction call includes a vehicle handover quality assessment and extends into the service dealer preferences of the driver, and what to do in the event of other requirements arising, such as foreign travel accidents and breakdowns.
Activa’s driver feedback is recorded, monitored carefully and discussed at client account reviews. Our ongoing surveys are carried out on an online basis from time to time to enable us to gain the sort of feedback necessary to ensure continuous service improvement. The 2013 feedback showed that 96.5% of drivers gave us a 10 out of 10 rating, saying that they felt fully satisfied with the service provided.
For more information on how Activa provide an industry-leading fleet solution or to arrange an appointment for us to discuss in person, please call our Business Development Team on 0845 601 3497.