At a recent conference we were asked what a customer should expect when they enter into a relationship with Asset Finance Solutions – the stock answer is: “The best service in the industry, experienced people providing expert knowledge and the right solutions in a timely manner”, but it got us thinking – what do our customers actually expect from us and what do they think about what we deliver now ?
So we asked a random selection of customers for their views:
The stand-out answers were as follows:
- Our Customers want solutions delivered in a timely manner – 91% stated we delivered on both counts.
- Our Customers want access to a wide range of products and funders – 96% stated that they felt we gave them access to more funders than any other brokerage.
- Our Customers want to be informed about products and have them explained to them in a way they can understand – 89% said we delivered on this.
- Our Customers want help when they need to change things or circumstances change in their business – 96% said we are there when needed and we sort things out when they need us to.
- Our Customers want to feel we actually “care” about them and their business – 94% said they felt we delivered on this.
We could probably be forgiven for thinking that these results are great, but we see that we have areas we need to work on and improve.
To that end we are improving our systems and how we do things. We will be sending out customer surveys on a regular basis to ensure we can see if we are meeting customer expectations and delivering on the things our customers say they expect and want. If you receive a survey from us please fill it in and tell us how we are doing.
Your feedback is important to us and we will use it to improve the service we offer you.