Surveys Driver

What it is How Used /The Benefits Telephone Listening Posts Typically 3-5 minutes in length Objective: Gain rating of ‘willingness to recommend’ the company car scheme, reasons why and improvements needed Gauges more qualitative, unprompted feedback Where possible calls are recorded Smaller sample An overall Net Promoter Score (NPS) is worked out based on ‘willingness to recommend’ - click here for more detailclick here for more detail All ‘Detractors’ who are willing to be followed up, are reviewed by the GE LARS Team - click here for more on LARS?click here for more on LARS? The qualitative comments made by drivers in their ‘reason for rating’ and ‘improvements’ needed are grouped into Moments of Truth to identify areas of focus The Driver

Listening Posts An Online survey which is typically 20 – 30 questions in length Objective: Flexibility to drill down into key areas around Company Car Policy and Service delivery Gauges both quantitative and qualitative feedback on prompted questions Flexibility to focus on specific areas Can be opened to all drivers (Car and Cash Takers (where applicable) Invites more drivers to participate and provide feedback – typically, driver surveys receive anything between 30-50% response rate Gauges feedback in specific areas by asking the driver to rate against a number of statements around Moments of Truth - click here for more on Moments of Truthclick here for more on Moments of Truth NPS question can also be asked and drivers can be asked if they wish to be followed up regarding the survey What it is How Used /The Benefits The Driver Online

NPS determined? How is Back to Driver Listening PostsDriver Listening Posts “On a scale of 0 -10, how likely is it that you would recommend GE Capital Solutions to a business colleague or friend?”

Act Listen The LARS team meets weekly to take the time to listen and understand the needs of our customers and drivers. This means making contact with survey respondents to understand in more detail the issues identified. The LARS team interfaces across all functions within our business and works collaboratively to identify actions to meet the customer or drivers needs that we have heard. Back to Driver Listening PostsDriver Listening Posts Resolve We endeavour to execute on these actions to improve the customer and driver experience with urgency and accountability. Share We look to identify common themes to continually identify ways to improve the customer and driver experience. We share the success stories and recognise our employees who have gone ‘the extra mile’ LARS Listen Act Resolve Share

Moment Of Truth Truth Car Quote/Order Find a car I want that will satisfy my needs (& my family needs); Able to answer all my questions relating to policy and my own questions; Easy to use process/tool to order a car; Proactively keep me informed on delivery time; Keep it simple Car Delivery Delivery arrangements that are convenient for me; Delivery on time; Delivery of right vehicle; Make the delivery special; Clear vehicle documentation and communication of important elements Driver Experience In Life Services - Accident, Maintenance, Insurance, Tyres, Windscreen, Replacement Cars Driver: Easy to contact when I need to; Able to answer all my questions relating to policy; Be there for me; Easy access; Solve my issue in a timely and efficient way; Minimise downtime of my car; Proactively communicate with me; Show they care about me; Be kind & empathetic Fleet Mgr: Help me manage my fleet; Make it easy for me to manage my fleet Termination Pick up on date/time that suits my needs; Know my policy; Proactive communication on my options Policy definition Car selection meets my needs; In life service option (tyres replacment…); car solution meets my needs Query Resolution / Driver Helpline Easy to contact when I need to; Respond back if I contact you, Fast resolution of my question/query; One contact with GE to resolve my question/query; Knowledgeable staff who can resolve my questions/queries; Show they care; Proactively inform me on expected time to resolution of my question; Proactively inform me if/when there are any issues in resolving my question Moments of Back to Driver Listening PostsDriver Listening Posts

Tick box against master questions grouped around MOTs Additional questions/changes will come at a cost Supply High Res. Logo Approve Content Questions & Comms Stage 1 Account Manager / Customer Personal Details Company Car 1 st Contact Experience Ordering Authorisation Collection Delivery Helpline In-Life Services Overall Survey Process Driver

Driver Dear Driver, As you may be aware, GE Fleet Services currently our partner to supply all new company cars to xxx. They are also our partners in providing fleet management services of the existing company. In order to monitor and improve the service provided we would be grateful if you could spare a few moments to complete a short questionnaire on the services you have received from GE Fleet Services. Clicking on the attached link can access the questionnaire Thank you in anticipation for your time and co-operation Kind regards, Paul Lomas[Name] Fleet Operations Director[Job Title] GE Fleet Services[Company]

Stage 1 Questions & Comms Tick box against master questions grouped around MOTs Additional questions/changes will come at a cost Supply High Res. Logo Approve Content Account Manager / Customer Survey Process Driver Stage 2 Survey Build & Test 6 days Build survey and perform initial tests Build driver Marketing Stage 3 Approval & Data Prep Customer Sign-off of survey Agreement and selection of driver data for mailing Account Manager / Customer Amends 2 days

Stage 1 Questions & Comms Tick box against master questions grouped around MOTs Additional questions/changes will come at a cost Supply High Res. Logo Approve Content Account Manager / Customer Survey Process Driver Stage 2 Survey Build & Test 6 days Build survey and perform initial tests Build driver Marketing Stage 3 Approval & Data Prep Customer Sign-off of survey Agreement and selection of driver data for mailing Account Manager / Customer Amends 2 days Stage 4 Launch 5-10 days Final Test distribution Response monitoring Optional – reminder Marketing Stage 5 Analysis 5 days Collate results data Analysis quant & qual Prepare presentation results Marketing Stage 6 Account Mgt / LARS Review & Share with business Act Improve Present Share Account Mgt / Ops Link output to improvement projects Account Mgt Present to customer Account Mgt/Customer Share results and actions to driver base

Results Example Survey Online Ordering - I was able to navigate the online quote and order system easily Complicated Time Consuming Inflexible Average score: 6.4/10, 57% Satisfaction Score 624(74%) Respondents ordered online “Seemed to have to go back to the start a lot when getting multiple quotes for different options on the same/similar vehicle.” “Worked ok and easy to save quotes for later comparison across models” “Easy to use & relatively simple to find the vehicle – although more comprehensive vehicle descriptions would be beneficial for the user” “Spent hours getting quotes – thoroughly enjoyable and very easy to do” Simple & Easy Good Customer Service Support “Some parts weren’t too clear online but the helpline staff were very efficient and gave clear answers to my queries” “Too many levels to work through from login to actual order screen.” “Not very easy to update quotes or go back and change before submitting, a bit laborious.” “There are some issues with finding and searching through previous quotes”