11th March 2024

With the latest yearly summary of Scania Financial Services’ (SFS) ongoing customer survey* revealing that transport operators value ‘Affordability’, ‘Easy To Do Business With’ and ‘Relationship With My Finance Representative’ as the three most important factors when it comes to selecting a financial services provider, 98 percent of respondents demonstrated their confidence in SFS by saying they would recommend the company to a colleague. In a further indication of customer satisfaction, 96 percent of respondents confirmed they would be likely or very likely to use SFS again in the future.  As a result, SFS achieved a Net Promoter Score** of 71, placing it in the upper echelons of this widely used and recognised customer experience measure.

Commenting on the outcome of the survey, SFS Managing Director Alan Rhodes says, “Our ongoing survey reviews every aspect of our business from overall performance to specifics such as affordability and speed of service, and we are naturally delighted to see that in all respects our latest yearly summary shows customer satisfaction ratings have either increased year-on-year or remained at the high levels recorded in 2022.

“Our commitment to building successful partnerships is underpinned by the industry-focused services we provide.  Here, factors such as our ability to tailor solutions to individual business needs and the flexible payment structures we offer to account for seasonal cash flow fluctuations drive our levels of customer satisfaction.  It is hugely encouraging to see this recognised by customers responding to our survey. 

“It is also gratifying to note the importance customers attached to their relationships with our Business Managers, for this is an area where we continue to strive for excellence in every respect; professionalism, knowledge, expertise and so on.  We regard the personal relationships we build as a key element in the development of long term partnerships with our customers.

“Looking ahead, our goals for delivering an even better service remain the same.  For while our survey shows that in no area have our customers reported a diminishing level of service, we will certainly not rest on our laurels but will continue to seek improvements in order to achieve even higher levels of customer satisfaction in the future.”

Key findings of the latest yearly summary of the SFS Customer Survey

• 98% of respondents would recommend SFS (up from 97% in 2022)
• 96% either likely or very likely to use SFS in the future
• SFS’s Net Promoter Score: 71 (up from 68 in 2022)
• Most important factors when choosing a funder:
  • Affordability
  • Easy to do business with
  • Relationship with finance representative

*Source: 2023 Customer Satisfaction Index (CSI) Survey, based on 276 respondents.

** Net Promoter Score (NPS) is a market research metric which measures the loyalty of customers to a company by asking a single question, “How likely is it that you would recommend and organisation/product/service to a friend or colleague”. Responses are recorded on a rating scale from 0 (not at all likely) to 10 (extremely likely) with the overall NPS score being determined from the distribution of responses within the rating scale.