Case studies #ALD Merrion Fleet uses APD customer satisfaction results to review supply chain performance

ALD Merrion Fleet uses the APD Voice360cx platform to conduct customer satisfaction surveys and manage its network of third-party suppliers.

Dublin-based ALD provides a first-class service to its 6,500 drivers, achieving an overall Customer Satisfaction Index (CSI) score of 93% and a Net Promoter Score (NPS) of 80.

It was identified as the industry’s leading leasing provider for the second consecutive year by APD Global Research.

“Our constant focus is on providing a first-class service to customers and maintaining those high service levels through the life of the contract,”

Explained Natasha Ramsay, ALD Merrion Fleet’s client services director.

“Our APD customer satisfaction surveys play a huge part in evaluating every element of our supply chain. Any driver feedback graded as average or below is automatically followed up within 24 hours. We fix any issues by working with suppliers to fine tune our service offering,”

Andrew Skelhorn, research director at APD Global Research, said:

“ALD Merrion has consistently been at the top of our customer satisfaction league. Its excellent customer service has clearly proven a big differentiator versus its competitors in our final survey results,”