We want to build our business around your needs, so your views are essential to our future direction. That’s why we will always welcome your feedback at any time of the year – just get in touch with your Account Manager or the Service Team – and we have an annual customer survey that makes it even easier for you to give us your opinions. The next survey takes place in October and we’ll get in touch nearer the time with the details.
Whatever you tell us, we guarantee we will listen. We will set and monitor performance standards to deliver a great customer experience, design changes and improve our services based on your needs. We are already seeing improvements and we hope you’ve noticed a difference too.
Customer first programme
In particular, we have launched a Customer First programme. With 17 workstream packages and over 200 initiatives, we are transforming our customer experiences to deliver a more consistent service for all the interactions you have with LeasePlan and our suppliers. This starts with five key principles that guide all our employees’ actions:
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Be pro-active and think how they can make things easier for our customers
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Remember that the reputation of the whole company is in their hands
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Always deliver what they promise
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Be better every time, so each customer contact is their best
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Treat customers as they would be expected to be treated
More generally, your feedback helps us to improve the products and services you use. Whenever we launch a new product or service to market we survey small groups of customers to test their needs and wants. Continual feedback provides a unique opportunity to shape the products and services we deliver based on your specific needs.
Sarah Melinek, our Customer Experience Director, leads our Customer First programme. Sarah joined LeasePlan in October 2017 and has over 25 years’ experience in transforming customer experiences and service quality to be best-in-class.
