Striving for Exceptional Service
We do more than just strive for aspirational goal of exceptional service – we focus on and measure each customer interaction we have. We go beyond simply aiming to meet the customers’ expectations and instead, delight customers to a degree to which that they would recommend us to a friend, family member or colleague.
We use Net Promoter Score (NPS) to measure our success. NPS is often held up as the gold standard customer experience metric, employed by many of the world’s leading brands.
Calculated by asking customers how likely they are to recommend Eclipx (on a 0–10 scale) and subtracting the percentage of ‘detractors’ (those who give a score of 0–6) from the percentage of ‘promoters’ (those who give a 9 or 10), NPS scores are coupled with qualitative customer feedback, to provide meaningful and actionable insights.
We use these insights to continuously aim for an organisational NPS score above 60 – a very high, global standard benchmark.
Supporting our Customers
Whilst not a manufacturer of vehicles, we have processes in place to ensure the safety of our customers. This includes appropriate telematic reporting, as well as guiding our customers in vehicle selection and management (particularly heavy commercial vehicles), to support their intended purpose.
In addition, we understand that sometimes our customers may need assistance through difficult times. This has never been more evident than during the COVID-19 pandemic, where we were able to establish a dedicated financial hardship team to help support and provide temporary relief to customers impacted by COVID-led economic disruption.