How your feedback helps us keep improving.

Last month, we sent 20,000 service-based communications to customers. So it’s important we get them right.
That’s why we introduced a feedback tool on all of our communications, hoping our customers would tell us what they thought about what we’re saying.

You’ve been great in providing us with some fantastic feedback that’s helped us tailor our messages and their frequency in a more effective way.
Heres some of what you’ve had to say:

“It would be brilliant if it included the kilometres I need to achieve (i.e. the end odometer reading I need to be at). That would give me an idea of how far behind I am so I can plan to increase.”

R. Bradley
C. Monaghan

“I feel the aggressive wording of this email should be left closer towards the end of the year.”

“I found the wording confusing and it should have told me what I needed to do.”
E.Turner

As you can see, just one comment can have an impact on thousands of email communications to our customers.
In addition to providing this open text, we also have a rating system in place.

Last month we were thrilled to see our average rating for communications reached 4.3 out of 5 stars – our highest yet. This is a great result, but clearly we have room to improve!
You can see that YOUR feedback makes a real difference – we do listen, and it is the source of change.

3 Responses to “How your feedback helps us keep improving.”


  1. 1 Pauline Kubat November 18, 2010 at 3:29 pm

    very helpful but i anticipate that i will be doing several interstate trips before the 31st March 2011 and will make the target kms.
    thanks

  2. 2 Warwick April 14, 2011 at 9:47 pm

    I’d like to make a suggestion. Can the recorded km at each fuel fill please be displayed on the Fuel Card expenditure report? This would allow me to calculate my average fuel economy without needing to keep receipts.
    Thanks
    Warwick

    • 3 ceosmartsalary April 19, 2011 at 5:44 pm

      We treasure constructive feedback from customers, as this really helps to drive our business. So thank you!

      You should know that everyone who packages a novated lease with Smartsalary is provided with a Vehicle Kilometres Report, which is available online. This report is driven by odometer readings provided at petrol stations. It will let you know whether you are tracking in accordance with your estimated kilometres. If you are not tracking to your estimated kilometres, the report calculates the level of driving required to get back on track, and also what the FBT liability would be at the current driving trajectory.

      Have a look. We hope you find it to be useful. Otherwise, please contact us with anything further.

      Best wishes,
      Deven


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Deven Billimoria
Chief Executive Officer
Smartgroup

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