Our Primary Focus is You
When it comes to judging the effectiveness of a company's customer service efforts, there is really only one measure that matters — customer satisfaction.
This kind of trust does not happen by accident. It takes a dedicated team of professionals who understand the unique needs of fleet operations.
We pride ourselves on consistently retaining more than 99% of our customers annually. We utilize a number of feedback processes including a custom-built CRM tool, CARE®, to capture and measure all aspects of customer communication and relationships.
This, combined with ongoing internal metrics which are collected and reviewed monthly, annual customer feedback and survey programs, and other internal quantitative processes, allows us to validate our service delivery program on a regular basis.
Net Promoter Score
Each year, we ask our customers this key question: "How likely are you to recommend Donlen to a friend or colleague?" The metric that it produces is called the Net Promoter Score. Various studies have shown that companies with a higher Net Promoter Score achieve long term growth at a much higher rate than those who do not.
In 2014, Donlen achieved a Net Promoter Score of 63, more than four times the national average for U.S. companies.
Overall, in 2014, 97% of our customers were satisfied to extremely satisfied.