ALD 360osi wins award                

ALD Automotive has scooped the Fleet Driver Service Award at the 2010 Fleet World Honours for its move to drive up customer service levels. 

Fleet operators have consistently rated ALD Automotive one of the leading service-focused vehicle contract hire and leasing companies in the country and now ALD Automotive is focusing on raising drivers' experience even further with its 360osi (Operational Service Index) Survey.

360osi online survey asks company car and van drivers to rate the service they receive from both ALD Automotive and its various third- party suppliers throughout the duration of their vehicle lease agreement.

The touch points focused on cover the whole agreement life-cycle from quote to order, vehicle delivery, service or repair, windscreen and tyre repair/replacement and vehicle breakdown through to  collection at the end of hire.

Steve Moody, chairman of judges, said: 'In my experience, the fleet industry is highly supportive of any initiative which aims to drive up service levels - especially where company car drivers are concerned. By introducing 360osi, ALD Automotive has found a way of analysing the quality of individual drivers' experiences at various touch points in the life of a contract, then using this data to improve service levels for all their customers.

ALD's 360osi is a fine example of management information being used to drive up standards, while also providing a benchmark for customer satisfaction.

Souce: Fleet World 21st May 2010