The Value of Loyalty

Customer Satisfaction is Extremely Strong

Grant Law, Group Marketing Director

Like any team, a key measure of our success is new business, and we are fortunate to have built up a fantastic customer base including some of the biggest names in warehouse and logistics, supply chain, general haulage and bus and coach. These customers are hard-won and rightly have high expectations in terms of service and support.

An equally important challenge is to deliver consistently high levels of customer satisfaction and service, which keep customer renewal rates and referral rates extremely high.

I’m pleased to say it’s a challenge we’re meeting.

In a recent survey, 96% of our customers said they would recommend our Truck and Trailer Sales offer, and 97% rated this service as positive. With more than 50% of our retail business built upon customers returning each year, whether that be to our Asset Alliance Group depots or at our Hanbury Riverside division. Indeed, our Hanbury team is proud to say that they still regularly supply trucks to customers who first purchased from them in the early 1980s (!), including MJS Transport, L Buxton & Sons, Seymour Transport and RF Transport.

These results are also mirrored across our Contract Hire and Leasing division, where we see exceptional renewal levels, with more than 95% of our main customer groups returning to us once a contract has ended and giving us a positive rating of 90%.

Within our bus and coach division, we are also proud to work with most of the largest operators in the UK and have done so for many years now. Our growth and continued retention rates are a real testament to our focus on relationships and quality advice at every stage.

We aim to make every interaction with our customers a positive one. It’s true that you never get a second chance to make a first impression and in an increasingly competitive world, it’s more important than ever to give customers a reason to return time and time again.

Finally, of course, we are proud to have customers who value and understand the need for suppliers who base business on partnerships underpinned by strong customer service principles. With our Customer Charter guiding all our staff on the standards we aim to deliver each and every day, our singular focus will continue to be on retaining each and every customer whenever they need to renew or upgrade their fleet.