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
sgfleet.com/uk
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)
sgfleet.com/uk
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