In a recent customer satisfaction survey, we asked our fuel card customers a series of questions to try and understand just how well we are performing in our role as a leading fuel card services provider to businesses up and down the country.
We asked our customers to rate us on the following areas of our service relating to their fuel card account:
Customers were given five possible answers for each question; Very poor, Poor, Average, Good, and Very Good.
- Fuel Card turnaround time
- Price notifications
- Accuracy of the information on the card(s)
- Account manager knowledge
- Response time to queries
- Professionalism of your account manager
- Sales person’s product knowledge
- Invoice accuracy
To date, we have had just over 70 customers complete the customer satisfaction survey. The responses gave us an average score across all questions at 90% (where customers scored us as either ‘good’ or ‘very good’). Although the survey was positive throughout, it also highlighted areas of our service where improvement could be made - which is why we ran the survey in the first place.
Andy Smith, Fuelmate Manager, said:
“One of our key drivers is customer satisfaction. We operate in an industry which is so competitive and where so many of our competitors have lost sight of basic customer needs. At Fuelmate, we place the customer and the heart of everything we do.
For us, it’s very much about building long-term partnerships with our customers and ensuring we deliver a fast, consistent and friendly service”.
At Fuelmate, we understand the importance of customer satisfaction and customer feedback, that’s why we always work hard to make sure we always deliver a quality service as well as running these types of customer feedback exercises, to ensure that customers’ needs are met.
For more information about Fuelmate, click here.
If you would like to have your say on our customer survey, please contact your account manager for more information.