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Surveys - PowerPoint PPT Presentation


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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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Presentation Transcript
slide1

Driver

Surveys

slide2

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
slide3

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)
slide4

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

slide5

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]

slide6

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

slide7

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

slide8

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