Green Motion saw its customer satisfaction levels rise across the board over the last 12 months as part of a new strategy.
Car franchise Green Motion Car and Van Rental has reported an impressive increase in its customer satisfaction scores across all of its UK locations.
Sian Marston, Managing Director of Green Motion’s UK operations, said that the franchise was really pleased to see rising customer satisfaction.
“We are delighted that the investments we have made in improving customer service levels over the last 12 months are beginning to pay off and we are continuing to listen to feedback and look at ways that we can improve.”
Its average score rose from 7.1 out of 10 to 7.8 out of 10 by the end of 2019. Its most improved locations were Liverpool, which leapt from a score of 7.6 to an impressive 8.6, and London Gatwick, which climbed from 7.2 to 8.3.
Sian explained how the industry’s poor customer service reputation is something Green Motion sought to reverse.
“Everyone in the industry needs to face up to the fact that the car rental sector has suffered in the past from accusations of a lack of transparency and poor practice. We all need to look at ways that we can address that as individual companies and as an industry as a whole. At Green Motion, we have made it a priority during 2019 to address these concerns.”
“We have looked at how we can ensure that customers know exactly what they are paying for as well as using the technology that we have access to in order to simplify the whole booking and collection process.”
Sian concluded by explaining how the franchise’s commitment to offsetting its carbon emissions through projects in Brazil and India has set it apart from its competitors.
“Our carbon neutral status is particularly important to us and we are proud to be the only company in the industry to have achieved this. It’s an issue that is close to our hearts, and that of our customers.”
Sophie Cole, Point Franchise ©