ALD CUSTOMER PROMISE

We take customer orientation seriously. We want to develop and improve so that every customer encounter is better than the previous one. We believe that customer experience means different things for different people. In order to deliver a better experience for every customer, we wish to make a promise.

We at ALD Automotive offer comprehensive service leasing services to companies of all sizes. We base all our activities on customer orientation and high-quality customer service, whether your company uses one car or a thousand cars.

What is the ALD customer promise?

• It is ALD's ambition for approaching its customers.
• An operating model for meeting individual needs backed up by a well-defined process that supports our actions.
• Positive customer experience.
• Measurable – not just empty words.
• A matter of honour – we do not compromise the customer experience. 
• A combination of ALD values – team spirit, responsibility, commitment and continuous development.

What we promise to you as a company car administrator

High-quality fleet management spanning the entire vehicle life cycle from the offer process to returns. A named contact person who will attend to your company's interests. Our concretised customer promise to you is as follows:

• Active development of cooperation – You will always have a named key account manager or agent who will make sure that we are an active partner. You decide the level of activity that you prefer and we uphold it. 
• Transparent evaluation of cooperation – We will monitor how satisfied your drivers are with us and we will openly report it to you. We will set the cooperation performance indicators together and monitor them.
• An ordering process that is smooth and follows your company's operating models: after each order, we will ask drivers for feedback on their satisfaction with the order.
• Car deliveries that meet the expectations of the drivers. We will ensure that the service provided by our partners meets the quality criteria.

We will be vigilant and actively request feedback from you.

In the 2017 survey, our customers gave our service the following ratings*: 

• Cooperation in general 4.5
• Professional skill and expertise 4.4
• Reliability of business 4.4
• Transparency and honesty in cooperation 4.3
• Availability 4.3

(On a scale of 1 to 5, the best being 5.)

Our NPS index* :

• Our NPS among drivers was 75 
• Our NPS among car administrators was 59 

To deliver on our customer promise, we rely on the value of responsibility: We are responsible for our own work, its quality and how it affects our customers.

What we promise to you as a driver

Multi-channel customer service available 24/7. We serve you as an individual and wish to use the channels that suit you the best. Your named contact person is the link between your company and us. We will monitor your experience of our service and actively request feedback from you.

We promise:

• High availability with your company's contact person in a key role, taking into consideration the different channels. We are available on working days between 8 a.m. and 4 p.m. by phone or email. Our service does not stop there, as our Road Service is available to assist you around the clock every day of the week.
• Quick response times with both traditional channels and a chat function available on working days between 8 a.m. and 4 p.m. Our My ALD service portal is open 24/7 and you can use it to check the details of your car and lease at any time.
• Professional customer service based on a named contact person who knows your company.
• Helpful customer service that goes beyond your dedicated contact person. Our company is full of professionals who can provide all the necessary assistance without delay.

We will be vigilant and actively request feedback from you.

In the 2017 survey, our custmers gave our service the following ratings:*

• Availability 5,45
• Service attitude 5,63
• Speed 5,56
• Professional skill 5,61

(On a scale of 1 to 6, the best being 6.**)

To deliver on our customer promise, we rely on the value of commitment: We are committed to acting boldly in line with our values and objectives, both as individuals and together.

*) Yritysautopäättäjät -survey 2018, Innolink Research Oy
**) Autoilijakysely 2017, Questback