SG Fleet: Service Promise

SG Fleet Service Promise Your complete satisfaction is what matters most.

You deserve to know exactly what to expect Introduction As your trusted fleet partner we promise to put your needs first. We also commit to an open and honest partnership with your business that creates lasting value.

Whilst we fully appreciate that every fleet has different requirements and priorities, there are some key fundamentals for success, and this Service Promise details those for you.

We promise to:

Invest in dedicated, passionate and enthusiastic people

Embrace change and deliver innovative solutions

Promote a culture of continuous improvement

You will benefit from a committed and thoroughly trained client services team, an experienced relationship manager and a direct board sponsor as part of your relationship management team.

For the past 25 years, we have been creating new and innovative solutions to the challenges faced by our clients, and we will always keep adapting to the changing demands of the future.

From the very first meeting with us, we will be looking at ways to enhance your drivers’ experience, optimise your fleet performance and reduce cost and risk within your business.

All of whom are focused on delivering an outstanding service to you and available to listen when you need them.

You will benefit from a decision-making process without unnecessary red tape, which gives us a unique advantage in delivering innovation to you quickly.

We never rest on our laurels and will always work hard to improve your fleet operations on both an operational and strategic level.

sgfleet.com/uk

Account Management Services Fleetintelligence system availability

Online 24/7, 365 days a year

Operational review meeting with relationship manager and customer service contact

Every month/ quarter as agreed

Fleet utilisation review and mileage reconciliation Completed with actionable recommendations

Strategic review meeting with relationship manager

Every 6 months

Including ‘5 pillars’ review and key fleet objectives with Head of Relationship Management and Board Sponsor

Every 12 months

Client satisfaction feedback and service rating

At each formal review meeting

Core Service Standards Calls answered

90% within 20 seconds

Emails responded to

Within 1 working day

Standard vehicle quotes provided

Within 1 working day

Orders placed and confirmed with retailer

Within 3 working days

Vehicle renewal notifications sent

Up to 12 months in advance

Complaints acknowledged

Within 1 working day

Proposed resolution to complaints

90% within 20 working days

Invoices checked and sent

By the 2nd working day of each month

Response to invoice queries

Within 2 working days

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Operational Service Standards Service booking confirmation

Within 1 working day

Maintenance and repair approvals provided

Within 30 mins

Short term hire bookings confirmed/updated

Within 2 working hours

Roadside assistance Average response time

Within 90 mins

Safety recalls actioned

Within 5 working days

Average vehicle off road duration

7 days for passenger cars 10 days for LCVs

From arrival date at garage for service, maintenance and repair

Average vehicle off road duration From arrival date with repairer for accident (excluding write offs)

MOT reminders (sent to drivers)

MID updates (where applicable)

Vehicle collections (contract end)

Damage reporting (end of contract)

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18 days for passenger cars 21 days for LCVs From 6 weeks prior to expiry and then weekly until completion Within 10 days of notification

Within 5 working days of request Sent within 10 days of vehicle collection, inspection report provided within 24 hours

W: sgfleet.com/uk T: 0344 85 45 100 E: uk.enquiries@sgfleet.com