At Fleetondemand, we recognise our business is only as good as the service we provide. That's why we regularly survey our customers to understand where we can improve and what we're doing well. Recently, we measured customer satisfaction using Net Promoter Score (NPS), a widely recognised metric for customer loyalty.
We're pleased to share that we achieved an NPS score of 75, which puts us in the world-class category for customer loyalty (70+ is the benchmark). This score measures how likely customers are to recommend our services, and a rating of 70 or above indicates strong customer advocacy.
What Our Customers Are Saying
The best measure of our service comes directly from the people we work with. We regularly collect feedback from our customers to understand their experience. Here are some highlights from recent responses:
Consistently Reliable Service
An Executive Assistant at a leading electronics retailer shared: "Fleetondemand are simply amazing. They react to bookings extremely professionally and quickly, fulfilling our requests successfully. I have had dealings with FOD for several years, and I always find the team are available and very helpful. Cannot recommend them highly enough from assisting with customer service issues through to the practicalities of booking requirements."
A manager at a performing arts college said: "FOD is the way forward. What they promise is what you receive. The online booking portal is incredibly straightforward - booking vans and cars is quick and easy, with a great selection to choose from. Once a booking is made, everything tends to run smoothly. On the rare occasion when an issue arises, you can count on excellent customer service and support from the FOD team."
Quick and Efficient Support
A Fleet Assistant at an Office Supplies Retailer, explained: "My experience with Fleetondemand has been nothing short of excellent. From day one, the platform has made my role as a Fleet Assistant much smoother and more manageable.”
“What I appreciate most is the flexibility and control it gives me over our bookings. Being able to manage multiple suppliers in one place has saved me countless hours. What really sets Fleetondemand apart is the people behind it. Their support team is always friendly, responsive, and genuinely helpful."
Team Praise
We also received specific praise for team members across our business. Jennifer Farrell, our Service Delivery Manager, was recognised for her quick responses and helpfulness, while Senior Rental Executive Leah was praised for always being helpful with requests.
Our Purchase Ledger Clerk Waqas was highlighted for quickly resolving issues, and Customer Relationship Director Ian Diggins received recognition for his fast response times. These testimonials show how teams across our vehicle rental management service make a difference for our customers.
Why We Measure NPS
NPS stands for Net Promoter Score, a metric used to measure customer loyalty. First developed in 2003 by Bain and Company, it's now used by businesses worldwide to track how they're perceived by their customers. It measures customer perception based on one simple question:
How likely is it that you would recommendFleetondemand to a friend or colleague?
Respondents give a rating between 0 (not at all likely) and 10 (extremely likely). Depending on their response, they fall into one of three categories:
· Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers
· Passives respond with a score of 7 or 8. They are satisfied with your service but not enthusiastic promoters
· Detractors respond with a score of 0 to 6. These are customers who are unlikely to recommend you
The value of NPS is understanding what drives customer loyalty and where we can improve. Our recent survey results indicate strong customer advocacy, which we're proud of and committed to maintaining.
Technology+ People = Satisfaction
For us, customer service means truly listening to our customers. It means not prescribing what they should do but taking the time to understand their exact fleet requirements. No two fleets are the same. Whether that's your vehicle mix, sustainability goals, your drivers, or operational details like maximum payloads on the vehicles you use.
When you book with us directly or using GT Suite, we take the time to understand what you need and implement that as effectively as possible. Our GT Suite roadmap always includes features that have come from real conversations with customers, such as how our system now automatically recommends taxis as an alternative option to one-way rentals.
Our Chief Operating Matt Heald explains, “Our approach centres on being proactive problem-solvers. We handle every aspect of the rental process that often proves challenging for our customers. We work quickly and communicatively with both customers and suppliers to resolve problems and keep businesses mobile.”
“What sets us apart is that our customer service is managed by trained rental experts who understand the vehicle rental industry through many years of hands-on experience, rather than a general customer service team.”
Our People & Culture
We can't talk about great customer service without the people who make it possible. Investing in our people and culture is important to Fleetondemand because when employees are invested in, our customers inevitably feel that positive effect in the service they receive.
As Hannah Taylor, our Senior HR Officer, explains: "The more engaged people are, the happier they are at work and the more productive they become, which ultimately benefits our customers. Happy employees deliver better service."
This approach shows in our employee retention rates. Our average length of service is 6 years, with some team members having been with us since the business was founded over 14 years ago. This continuity means our customers benefit from working with experienced team members who have deep knowledge of GT Suite and vehicle rental management.
We do regular employee events and socials, and make sure our employees feel they have the tools necessary to do their job well. We also place a strong emphasis on mental health support, with trained mental health first aiders available to provide emotional support to colleagues.
Hannah notes, "Regardless of where you work in the organisation, we all understand that our work impacts the customer experience, and we're all aiming to create the best possible experience for them. Happy colleagues truly do make for happy customers."
Keep Telling Us What You Think
We're committed to regularly measuring customer satisfaction because it helps us understand how we're supporting you. We really appreciate your feedback and encourage you to share your thoughts the next time we speak.
If you're booking vehicles with us already (or are new to us), get in touch for a demo of GT Suite to see what our vehicle rental management platform and services can add to your experience.
