Specialist Vehicle Rental launch "Customer Satisfaction Net Promoter Score Service"

Net PromoterAs part of our on-going commitment to customer service levels, we at Specialist Vehicle Rental are launching a Customer Satisfaction Net Promoter Score data capture service which we are offering to all of our current and new customers.

This will consist of a 1-2-1 phone call following the off-hire of each and every booking and include the following questions to the driver :-

  1. Were your telephone calls handled in a timely, efficient and helpful manner by our Customer Service Team?
  2. Was your vehicle delivered in a clean and roadworthy condition?
  3. Was your vehicle delivered on-time and in-line with the agreed timescales?
  4. Were you given a full induction and safety briefing to the vehicle (i.e. vehicle controls, adaptations/ refrigeration unit etc.)
  5. Based on your overall experience of our service, on a scale of 1 to 10, how likely would you be to recommend our service to a friend or colleague?

The results of the above will be captured and presented by way of a management report suite on a periodic basis as part of our account management meetings. Information captured can then be collaboratively reviewed and where required appropriate recommendations agreed for process improvement opportunities.

NPS Scoring

This added value product now comes and standard as part of service offering and is optional across our entire client base.

If this service is of interest to your business, please contact Jason Rowley on either 0845 293 2799 or email jasonrowley@specialistvehiclerental.co.uk to progress.

 
SVR Christmas Opening Hours

With the festive season fast approaching please find below details of our opening hours over Christmas and New Year with details of the deadlines for reservations over this period.

Please see below our Christmas & New Year Opening Hours:

Friday 23rd - Business as usual

Christmas Eve - CLOSED

Christmas Day - CLOSED

Boxing Day - CLOSED

Tuesday 27th - CLOSED

Wednesday 28th - 08:00hrs to 17:00hrs

Thursday 29th - 08:00hrs to 17:00hrs

Friday 30th - 08:00hrs to 17:00hrs

New Year’s Eve - CLOSED

New Year’s Day - CLOSED

Monday 2nd January - CLOSED

Tuesday 3rd January - Business as usual

In order that we can collect vehicles in a timely manner, should you not require specific rentals over the Christmas break please ensure you have submitted termination requests by 09:30hrs on 23rd December. Termination requests received after this time will not be processed until 08:00hrs on Wednesday 28th December and standard hire charges will apply over this period.

Should you not require specific rentals over the New Year break please ensure you have submitted termination requests by 09:30hrs on Friday 30th December. Termination requests received after this time will not be processed until 08:00hrs on Tuesday 3rd January. Again, standard hire charges will apply for vehicles kept over this period.

Calls to report breakdowns or accidents will be unaffected during this period and should continue to be reported through the normal channels.

Should you have any questions regarding our opening times or queries relating to rental terminations, please do not hesitate to contact us.

May we take this opportunity to thank you for your custom over the past year and wish you all a Merry Christmas and a Happy New Year!

Kind Regards, Specialist Vehicle Rental

 
Specialist Vehicle Rental launch “Pro-Active SMS Service” for its customers

SMS Service

Specialist Vehicle Rental haved launched a “Pro-Active SMS Service” for its customers. This service utilises modern technology to deliver SMS text message directly from our custom made customer management system.

This includes:

• At the point of booking confirmation, an automated SMS to the driver confirming the booking time, date, reference number and query contact number.
• At the point off booking off-hire confirmation, an automated SMS to the driver confirming the vehicle collection detail with a reminder to refuel where appropriate.