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SERVICE PLEASE
Page 16
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Unexpected vehide down-time is damaging enough at the best of times, but it can really hurt a haulage business during a recession.
Fully 69% of Trucking Britain respondents use third-party maintenance, so we asked them if they are satisfied with the service they receive from their provider:
• Very satisfied — 28% • Fairly satisfied — 60% • Not very satisfied — 9% • Not at all satisfied — 3% We'll admit that we're pleasantly surprised by that outcome.
We asked respondents to tell us more about
the quality of service they receive; here's a selection of answers from across the spectrum of satisfaction: • "Always fit the vehicle in to suit us, and provide a first class service to us!"
• "Expensive, but quite good, especially at short notice."
• "Superb service and attention to detail, although cost is quite expensive."
• "All vehicles are now on R&M and generally get good service levels. Parts price increases and R&M increases are a cause for concern."
• "Generally OK, need to keep them on their toes. They seem to avoid doing jobs properly." • "All trailer servicing and repairs are carried out by a single third party. The response time for servicing and the down-time for defects is poor. The administration of the fleet is chaotic, resulting in a lot of time spent by a lot of individuals in our network checking and confirming servicing results" • 'We have all our vehicles on main dealer R&M contracts, but we are increasingly finding harder to get all jobs done, they would rather let a component fail than repair earlier. It's the little things— oiling door hinges, keeping the cab clean which make you question their commitment or abilities."