Lex Autolease, the UK’s largest fleet management provider, has become the first vehicle leasing business to achieve the prestigious BSI (British Standards Institution) Kitemark™ for Customer Service.
The scheme, launched in April 2017, aims to help deserving organisations stand out in their respective sectors by making them easy to identify as providers of a consistently high-quality customer experience.
Organisations of all sizes and from all sectors can apply but successful firms must meet stringent criteria, including compliance with strict standards around complaint-handling and overall customer service.
BSI auditors noted that Lex Autolease’s passion and enthusiasm for delivering an excellent customer experience was evident across all areas of its business – including those where staff have an indirect relationship with customers.
The business, which currently holds a 92% customer retention rate for its corporate clients, takes the time to fully understand customer needs, takes ownership of their problems and consistently delivers on promises.
Carol Butler, Director of Customer Service at Lex Autolease, said: “There can be a perception that large businesses don’t provide the same level of care and attention as their smaller competitors, but this achievement demonstrates that, for us at least, that’s not the case.
“The automotive industry is going through a period of unprecedented technological and regulatory change. As such, it’s more important than ever that our business and personal customers feel looked after and can access the guidance and support they need.
“We aim to be a long-term partner to our customers, helping them get the right vehicle for their driving needs both now and in the future, and doing so in the most cost-effective way we can.”
Angela Grant, Operations Manager at BSI, said: “Lex Autolease should be delighted that they are the first in the vehicle leasing industry to achieve this Kitemark, which is testament to the customer service strategy they have in place. The BSI Kitemark is a highly recognised mark of quality that consumers know they can trust when it comes to the products and services they choose to invest in.
“Many companies are already delivering exceptional service, however by having their organisation independently assessed on a regular basis as part of the BSI Kitemark process, they can prove to their customers their commitment to high levels of customer experience.”