Focus on the customer experience

One of the pillars supporting our customer experience strategy is customer satisfaction, be it a private individual or a large company. To this end, we use a customer satisfaction measurement system that ensures timely monitoring of feedback received from customers about their experience at the various stages of the customer journey.

This is the ‘Net Promoter Score’ (NPS) that we have used for many years in annual relationship surveys and that we implemented recently after any specific interaction with us. NPS is a benchmark model used by companies all over the world to assess customer satisfaction and brand loyalty. This indicator allows us to analyse the perception that customers have of our products and services and to identify areas for improvement so that we can implement specific action plans.

A key pillar of the customer experience strategy is our Driver Care service, the FIRST team, composed of four advisers highly specialized to meet all drivers’ needs. The FIRST Driver Service is available for all Leasys drivers during business hours and is an important touchpoint for those who turn to our advisors for any questions on their lease car. In 2024, around 15,000 requests were handled by call or by email; in 80% of cases within 5 working days. All day-to-day issues relating to the leasing of Leasys’ drivers can therefore be dealt with efficiently and without the need for multiple contacts for a better customer experience.

We always encourage our customers to share their journey experience by answering our satisfaction survey when they receive it. By this way, we will be able to improve our process and meet at best driver’s expectations and enhance their customer journey. 

Note that the scores 9 and 10 only are considered as positive. 

Need help?

Do not hesitate to contact our FIRST team by email or by phone on (+352) 40 44 11 11. We’re always happy to help.