Tusker awarded Feefo Trusted Service Award

Following their first year with the review platform, Tusker* has been awarded a Trusted Service Award by Feefo, for having maintained a consistently excellent score. Perhaps even more impressive given the number of challenges the industry has faced over the past few years, which Tusker has had to manage.

Covid, as well as the crisis in Ukraine, have provided challenges for manufacturers, which in turn, have meant Tusker has had to change some of their processes and ways of working to meet with the resulting increased workload. This was in addition to the increase in orders that Tusker was managing, which had increased more than 50% in just three years.

Tusker’s approach to Customer Experience is both cultural and strategic and ensures exceptional service delivery and the nurturing of valuable relationships. The teams highlighted the need to implement changes to processes to ensure customers continued to receive the highest of service levels. Instrumental to this was the adoption of SalesForce, the leading CRM tool, which enabled customised processes and facilitated the service orientated culture to meet the new needs of customers.

Tusker has always put the driver at the heart of its operation, so the investment in SalesForce was a natural step, as was the creation of the Customer Excellence Team which has been implemented to focus entirely on the day to day relationships with our customers. The success and value of this team has defied expectations, with customers delighted with their direct operational contact for all things scheme related.

Additionally, Tusker’s Employee Engagement Team has welcomed and trained many new colleagues over the past two years to manage the significant increased interest in salary sacrifice cars. The team take a consultative approach to support our customer’s employees with both online quotations and on choosing a suitable car for their needs.

The company continues to offer a completely online service in addition to the option of speaking to a team member. The website offers a completely self-service portal, having been redesigned to ensure maximum simplicity for drivers when ordering, completing documentation or requesting a service. The site also hosts a “knowledge hub” where users can find information on a variety of topics including the latest cars, Benefit in Kind, and saving money with electric vehicles.

Tusker’s business growth and customer satisfaction levels are both on an ongoing upward trajectory. Year-on-year, both continue to improve. In addition to the Feefo award, Tusker’s Trustpilot rating has now increased to “excellent”. All the while, both order and delivery numbers continue to rise too, with record breaking orders and deliveries being processed each month.

Jodie Monaghan, Head of Customer Experience for Tusker comments,

“The challenges the business have had to face have been unprecedented and it’s a testament to the whole team that they have achieved such fantastic results from Feefo and Trustpilot. It’s been a particularly testing few years, but in true Tusker style, we have risen to the challenge, embracing the opportunity to grow and evolve, while continuing to always put the customer at the heart of all that we do.”

*Tusker are in partnership with CPC Drive to deliver this framework.