Zenith becomes a member of the Institute of Customer Service (ICS).
Zenith, the UK’s leading independent leasing, fleet management, and vehicle outsourcing business, has reinforced its ongoing commitment to customer service by becoming a Trusted Advisory Member of the Institute of Customer Service (ICS).
The membership will provide Zenith colleagues with further training and development opportunities, to help them deliver for customers with a best-in-class service experience. Zenith will also have access to the institute’s benchmarking tools, allowing the company to measure success, advance its customer service strategy, and benchmark its own performance against other organisations across the UK.
Becoming a member of the ICS continues Zenith’s ongoing investment to advance its overall customer experience. This includes the recent implementation of a new service hub model for Zenith’s Corporate customers, and upgrades to the company’s technology platforms. These improvements have resulted in a four-point increase to Zenith’s overall Customer Satisfaction Scores, which now sits at 83% – ahead of national average and five percentage points ahead of the automotive sector.
“At Zenith, our goal is to put the customer at the heart of everything we do. Our high customer satisfaction scores and strong performance KPIs demonstrate that we’re delivering in this area. However, we are always looking for ways to improve and being an Institute of Customer Service member will provide us the opportunity to learn from other members, continue to develop our own colleagues, and ultimately, help advance our customer service offering.”
Andy Wolff, Commercial Director of Zenith's Corporate division
