The Car and Truck Fleet and Leasing Management Magazine

New NAFA Foundation Survey Measures Fleet Satisfaction with Manufacturers

January 12, 2004

Fleet managers expressed their levels of satisfaction (and disappointment) with services and products offered by DaimlerChrysler, Ford, and General Motors through an extensive, independent study conducted by the NAFA Foundation. In late 2003 more than 600 fleet managers provided detailed responses to an independent research firm retained by the NAFA (National Association of Fleet Administrators) Foundation. The newest study shows a change in the factors fleet managers consider most important for immediate improvement. The highest priorities for attention are value for the money paid, residual value/resale value, quality of vehicles, that vehicles meet specific fleet needs, and optional features available. Greatest fleet manager satisfaction is with condition of vehicles at time of delivery, knowledge of OEM's primary fleet contact, professionalism of primary fleet contact, vehicle match to specific needs, and availability of optional features. Greatest improvements in fleet manager satisfaction are with optional features available, competitiveness of pricing, usefulness and information on OEM Web sites, timing of vehicle availability, and status updates and services offered through the OEM's information center. Despite overall advances in fleet customer satisfaction since the studies began in 2000, improvement can still be achieved, according to the NAFA Foundation. The current overall satisfaction index of 70.2 hovers in the moderate range for the automotive industry, warranting ongoing efforts to meet and exceed customer requirements. Fleet managers expressed the least satisfaction with the lowest rating listed first: residual value/resale value, ease of navigation of OEM's Web site, time from order to delivery, status updates on progress of vehicle order, and product information available on OEM Web sites The NAFA Foundation is a separate legal entity from the National Association of Fleet Administrators, Inc.
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