ALD Merrion tops customer satisfaction table

The company, which was purchased by international vehicle leasing giant ALD last year, achieved an overall Customer Satisfaction Index (CSI) score of 93%, compared to an industry average of 86%, and a Net Promoter Score (NPS) of 80, compared to an industry average of 61.

Natasha Ramsay, ALD Merrion Fleet’s client services director, said: “Our constant focus is on providing a first-class service to customers and maintaining those high service levels through the life of the contract.

“Our APD customer satisfaction surveys play a huge part in evaluating every element of our supply chain. Any driver feedback graded as average or below is automatically followed up within 24 hours. We fix any issues by working with suppliers to fine tune our service offering.”

Andrew Skelhorn, research director at APD Global Research said: “ALD Merrion Fleet has consistently been at the top of our customer satisfaction league. Its excellent customer service has proven a big differentiator versus its competitors in our final survey results.”