Customer Satisfaction

WNS Assistance is unique in that it telephone surveys 100% of drivers who have had a repair completed on their vehicle, within 48 hours of its return. On average, 53% of drivers respond to the survey.

The results of the survey are continually monitored by WNSA and help to rapidly identify any structural complaints and defects allowing for future improvement and investment initiatives.

Consequently, repair quality issues are quickly resolved before escalating into a complaint and future work allocation to Approved Repairers by our First Response Unit (FRU) is based purely upon performance including customer satisfaction scores.

>90% Customer satisfaction, good – excellent, across the business

Participants of the survey are asked a number of questions about the service provided by WNSA and our Approved Repairers. The nature of these questions can be tailored to meet specific client requirements, the results of which are included in individual monthly MI reports which are disseminated to our clients.

Over the course of 2010, during each month, at least 90% of our customers gave us an overall service rating of good to excellent; something that we are rightly proud of and believe few of our competitors could claim to match.

Measurable customer feedback

Customer comments

When customers complete the telephone survey they are also asked to offer any further comment on their experience with WNSA. The comments below, from one of our national fleet clients, are indicative of the positive feedback we regularly receive from both our clients and their customers.

"I have just collected the vehicle from one of your Network Repairers and I am delighted with the work they have done.

I would also like to thank you for your help in ensuring a speedy completion, and for keeping me updated at every stage, it has been very much appreciated.
I am sure you'll understand when I say, I hope I do not have too many dealings with you in the future, however your professional and efficient handling of this matter, together with your willingness to accommodate this repair on a very restrictive timescale was very helpful."