for dealers
Lessor Lex
has introduced a new performance monitoring tool for the 1,800
dealers who service its clients’ cars, which will
allow dealers to check the feedback they receive from Lex
drivers – on a daily basis.
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Lex’s new online Customer Service Index replaces the previous
system, where feedback was only available one month out of date.
Paul Kerrigan, Lex’s associate director of customer care and
supplier development said: “This new system is updated overnight
online and will give us an instant view on any issues we may have
with our supplier network. It also allows dealers to review their
CSI score and address any issues quickly and efficiently.
“Manufacturers are also finding the information very valuable as
they can track the performance of their dealers.”
Dealers whose performance is not up to scratch will see the
volume of business they receive from Lex fall, or even cease
altogether, as part of the lessor’s “carrot and stick” incentive
system based on customer service scores, launched earlier this year
(click
here for more details).
Interface 24/7 is running the scheme on Lex’s behalf, having run
the CSI Index for Bank of
Scotland Vehicle Finance, whose fleet is currently being
integrated into the Lex fleet.
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