Green Motion’s latest customer survey has revealed significantly improved customer satisfaction scores at the end of 2019 following the introduction of a range of initiatives to improve customer service levels at the car hire company.
The company has implemented a range of measures designed to enhance customer experience over the last 12 months. As a result, satisfaction ratings have risen with significant gains made in a variety of areas, including ‘Friendliness’ and ‘Time to Collect’.
Independently verified service statistics
The statistics, which were provided by Green Motion’s online partners and are completely independent, show that overall customer satisfaction scores for the UK network have risen from 7.1 out of 10 to 7.8 out of 10 over the last 12 months.
Ratings for Friendliness have improved from 6.8 to 7.7 and Time to Collect (which includes getting to the location and the service at the counter) has improved by 10%, going from 6.1 to 7.1. The most improved locations are Liverpool, which has also shown a 10% improvement of 7.6 to 8.6 and Gatwick, which has jumped from 7.2 to 8.3.
Listening to customer feedback
“We are delighted that the investments we have made in improving customer service levels over the last 12 months are beginning to pay off and we are continuing to listen to feedback and look at ways that we can improve,” explains Sian Marston, MD of Green Motion UK.
“Everyone in the vehicle hire industry needs to face up to the fact that the car rental sector has suffered in the past from accusations of a lack of transparency and poor practice. We all need to look at ways that we can address that as individual companies and as an industry as a whole. At Green Motion we have made it a priority during 2019 to address these concerns. We have looked at how we can ensure that customers know exactly what they are paying for as well as using the technology that we have access to in order to simplify the whole booking and collection process.”
Using technology to speed up vehicle collection
Initiatives in development include an upgrade and relaunch of the company’s mobile app with a new Drive & Go feature which enables customers to pre-register all their details and sort all the paperwork digitally. This means that they can skip the rental counter, using their phone to unlock their car. The Drive and Go option will be available at selected locations early in 2020.
Other measures include a new pricing structure designed to offer increased flexibility and transparency. The four tiers: Basic, Plus, Premium and Premium Plus offer varying levels of deposit, excess and mileage allowances for customers, which are all outlined on the company’s website so the customer knows exactly what is included in their rental.
The company has also addressed issues around damage by creating a damage matrix video on the website and by extending the cut off point for reporting any pre-existing damage to 10am the day after pick up.
The UK’s first carbon neutral vehicle rental company
True to the eco-friendly principles that it was founded on, Green Motion is the first and only vehicle rental company in the UK to be carbon neutral. The firm offsets carbon emissions on every car hired by supporting environmental projects in Brazil and India.
“Our carbon neutral status is particularly important to us and we are proud to be the only company in the industry to have achieved this,” adds Sian. “It’s an issue that is close to our hearts, and that of our customers.”