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Surveys

Driver. Surveys. The Driver. Listening Posts. Telephone. What it is. How Used /The Benefits. An overall Net Promoter Score (NPS) is worked out based on ‘willingness to recommend’ - click here for more detail

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Surveys

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  1. Driver Surveys

  2. The Driver Listening Posts Telephone What it is How Used /The Benefits • 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 • 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

  3. The Driver Listening Posts Online What it is How Used /The Benefits • 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 • 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)

  4. Driver Survey Process Stage 1 Questions & Comms Personal Details Account Manager / Customer Company Car 1st Contact Experience Ordering Authorisation Collection Delivery • Tick box against master questions grouped around MOTs • Additional questions/changes will come at a cost • Supply High Res. Logo • Approve Email Content Helpline In-Life Services Overall

  5. Driver Email 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]

  6. Driver Survey Process Stage 1 Stage 2 Stage 3 Account Manager / Customer Marketing Account Manager / Customer Questions & Comms Survey Build & Test Approval & Data Prep • Tick box against master questions grouped around MOTs • Additional questions/changes will come at a cost • Supply High Res. Logo • Approve Email Content • 6 days • Build survey and perform initial tests • Build driver email • Customer Sign-off of survey • Agreement and selection of driver data for mailing 2 days Amends www.driversurveys.co.uk/bayer.asp

  7. Driver Survey Process Stage 1 Stage 2 Stage 3 Account Manager / Customer Marketing Account Manager / Customer Questions & Comms Survey Build & Test Approval & Data Prep • Tick box against master questions grouped around MOTs • Additional questions/changes will come at a cost • Supply High Res. Logo • Approve Email Content • 6 days • Build survey and perform initial tests • Build driver email • Customer Sign-off of survey • Agreement and selection of driver data for mailing 2 days Amends Stage 4 Stage 5 Stage 6 Act Improve Present Share Marketing Marketing Account Mgt / LARS Review & Share with business Analysis Launch • 5-10 days • Final Test • Email distribution • Response monitoring • Optional – reminder email • 5 days • Collate results data • Analysis quant & qual • Prepare presentation results Account Mgt / Ops Link output to improvement projects Account Mgt Present to customer Account Mgt/Customer Share results and actions to driver base

  8. Example Survey Results Online Ordering - I was able to navigate the online quote and order system easily Average score: 6.4/10, 57% Satisfaction Score 624(74%) Respondents ordered online “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” “Too many levels to work through from login to actual order screen.” Complicated “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” Time Consuming Simple & Easy “Some parts weren’t too clear online but the helpline staff were very efficient and gave clear answers to my queries” “Seemed to have to go back to the start a lot when getting multiple quotes for different options on the same/similar vehicle.” Good Customer Service Support Inflexible

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