LeasePlan has been awarded, for the sixth year, as the Spanish leasing company (Car as a Service) with the best quality service and customer care. This award, under the name "Customer Service of the Year", is promoted by the company Sotto Tempo Advertising and is open to companies that wish to evaluate their customer service. All the participating companies receive a report with the details of their evaluation for the improvement of customer service, and the companies that obtain the best evaluation in their category will be able to use the "Customer Service of the Year" award in all their communication for twelve months, as is the case with LeasePlan during the next 2021.
This award, which LeasePlan has already won six times (in 2014, 2015, 2016, 2018, 2020 and 2021), "is a new accolade for LeasePlan and a real stimulus for the company's professionals who, with their experience and know-how, have achieved high levels of service quality", said Javier Pérez, Director of the company's Customer Service Department. In this sense, Pérez insists that "we always try to anticipate the future needs of our customers and offer a satisfactory response. Besides, the proximity means an active listening of any problem in any channel (online office, social networks, telephone, email...) and, solving it in a reasonable time that makes our client feel that he is our priority and that we care about him".
LeasePlan stresses that the pandemic has affected its clients very little, as it has implemented a comprehensive Covid-19 Response Plan, which has allowed it to be available for them, by phone or online, on a permanent basis. In addition, LeasePlan has provided solutions for those customers with payment difficulties due to the impact of the pandemic on their economic activity, so that they can recover in a reasonable time and thus ensure the continuity of their business.
The Customer Service of the Year Award, which has been in existence for over 14 years, aims to be a symbol of quality that conveys security when contracting a company's service. The candidate companies in this 10th Spanish edition have been subjected to an exhaustive evaluation consisting of 205 Mystery Shopper surveys through remote channels (130 telephone tests, 50 e-mails or web forms, 12 web browsing, 8 tests on social networks and 5 virtual chat tests), in addition to a satisfaction survey launched to 2,000 people representing the Spanish population by the company Netquest. Finally, all the evaluations have been processed and validated by the quality measurement program eAlicia.