Cobra UK tops motor industry customer satisfaction index

By Fleet News

20 November 2013

Cobra UK is celebrating its performance in the latest Institute of Customer Service’s (ICS) UK Customer Satisfaction Index (CSI).

The independent report enables Cobra UK as a provider of stolen vehicle tracking solutions to benchmark itself against other service providers in the motor industry including car hire and roadside assistance.

The result reflects the business focus by Cobra UK on customer service for CobraTrak and NavTrak customers, with Cobra UK achieving an industry leading score of 82.4 out of 100.

Company	Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) - July 2013
Cobra UK	82.4
Leading mobile repair service	81.9
Leading vehicle rental company	81.4
Leading roadside assistance provider	81.1
UK Service Industries (Average)	80.9
Leading parcel delivery provider	80.8
UK CSI Score (Average all companies)	77.9

Cobra UK’s customer satisfaction performance leads other high profile brands in the car hire, breakdown and recovery and parcel delivery industries. The overall average CSI score for all service industries is 80.9. Average UK CSI company score across all industries is 77.9.

The UK CSI index takes into account customer loyalty, a company’s ability to avoid causing customers problems in the first place, their success at handling a complaint and the overall outcome of any customer complaint.

Cobra is committed to the ICS programme as it differentiates its service to its close rivals and ensures all employees work to a clear customer service strategy owned by the entire business.

“Cobra UK provides peace of mind for the owners of premium and prestige vehicles with CobraTrak and NavTrak stolen vehicle tracking services. The recovery times when a vehicle is stolen are industry leading and this latest news from the ICS confirms that our relentless attention to customer service delivers outstanding levels of customer satisfaction,” said Andrew Smith, managing director of Cobra UK.

“We have always had very strong feedback from our CobraTrak and NavTrak customers, but by joining the Institute of Customer Service and its UK Customer Satisfaction Index we have been able to firmly put our performance into much wider perspective.

“Ultimately a greater focus on, and delivery of excellent customer service will further strengthen Cobra’s business financial performance,” he added.