SurveysDriver

What it is How Used /The Benefits

Telephone

Listening Posts

• Typically 3-5 minutes in length

• Objective: Gain rating of ‘willingness to

recommend’

the company car scheme, reasons why and

improvements needed

• Gauges more qualitative, unprompted

feedback

• Where possible calls are recorded

• Smaller sample

• An overall Net Promoter Score (NPS) is worked out

based on

‘willingness to recommend’ - click here for more detail

• All ‘Detractors’ who are willing to be followed up, are

reviewed

by the GE LARS Team - click here for more on LARS?

• The qualitative comments made by drivers in their

‘reason for

rating’ and ‘improvements’ needed are grouped into

Moments

of Truth to identify areas of focus

The Driver

Listening Posts

• An Online survey which is typically 20 – 30

questions

in length

• Objective: Flexibility to drill down into key

areas

around Company Car Policy and Service

delivery

• Gauges both quantitative and qualitative

feedback

on prompted questions

• Flexibility to focus on specific areas

• Can be opened to all drivers (Car and Cash

Takers

(where applicable)

• Invites more drivers to participate

and provide feedback – typically, driver

surveys receive anything between 30-50% response

rate

• Gauges feedback in specific areas by asking the driver

to rate

against a number of statements around Moments of

Truth -

click here for more on Moments of Truth

• NPS question can also be asked and drivers can be

asked if

they wish to be followed up regarding the survey

What it is How Used /The Benefits

The Driver

Online

• Tick box against master

questions grouped around

MOTs

• Additional

questions/changes

will come at a cost

• Supply High Res. Logo

• Approve Email Content

Questions & Comms

Stage 1

Account Manager / Customer

Personal Details

Company Car

1st Contact Experience

Ordering

Authorisation

Collection

Delivery

Helpline

In-Life Services

Overall

Survey ProcessDriver

EmailDriver

Dear Driver, As you may be aware, GE Fleet Services currently our partner to supply all new company cars to xxx. They are also our partners in providing fleet management services of the existing company. In order to monitor and improve the service provided we would be grateful if you could spare a few moments to complete a short questionnaire on the services you have received from GE Fleet Services. Clicking on the attached link can access the questionnaire Thank you in anticipation for your time and co-operation Kind regards,

 Paul Lomas [Name]Fleet Operations Director [Job Title]GE Fleet Services [Company]

Stage 1

Questions & Comms

•Tick box against master

questions grouped around

MOTs

•Additional questions/changes

will come at a cost

•Supply High Res. Logo

•Approve Email Content

Account Manager / Customer

Survey ProcessDriver

Stage 2

Survey Build & Test

6 days•Build survey and perform

initial tests

•Build driver email

Marketing

Stage 3

Approval & Data Prep

•Customer Sign-off of

survey

•Agreement and selection

of driver data for mailing

Account Manager / Customer

Amends

2 days

www.driversurveys.co.uk/bayer.asp

Stage 1

Questions & Comms

•Tick box against master

questions grouped around

MOTs

•Additional questions/changes

will come at a cost

•Supply High Res. Logo

•Approve Email Content

Account Manager / Customer

Survey ProcessDriver

Stage 2

Survey Build & Test

6 days•Build survey and perform

initial tests

•Build driver email

Marketing

Stage 3

Approval & Data Prep

•Customer Sign-off of

survey

•Agreement and selection

of driver data for mailing

Account Manager / Customer

Amends

2 days

Stage 4

Launch

5-10 days•Final Test

•Email distribution

•Response monitoring

•Optional – reminder

email

Marketing

Stage 5

Analysis

5 days•Collate results data

•Analysis quant & qual

•Prepare presentation

results

Marketing

Stage 6Account Mgt / LARSReview & Share with

businessAct

Improve

Present

Share

Account Mgt / OpsLink output to improvement

projectsAccount MgtPresent to customer

Account Mgt/CustomerShare results and actions to driver

base

ResultsExample Survey

Online Ordering - I was able to navigate the online quote and order system easily

Complicated

Time Consuming

Inflexible

Average score: 6.4/10, 57%

Satisfaction Score 624(74%)

Respondents ordered online

“Seemed to have to go back to the start a lot when getting multiple quotes for different options on the same/similar vehicle.”

“Worked ok and easy to save quotes for later comparison across models”

“Easy to use & relatively simple to find the vehicle – although more comprehensive vehicle descriptions would be beneficial for the user”

“Spent hours getting quotes – thoroughly enjoyable and very easy to do”

Simple & Easy

Good Customer Service Support

“Some parts weren’t too clear online but the helpline staff were very efficient and gave clear answers to my queries”

“Too many levels to work through from login to actual order screen.”

“Not very easy to update quotes or go back and change before submitting, a bit laborious.”

“There are some issues with finding and searching through previous quotes”