TruckEast, the Scania dealer for East Anglia, has improved its customer satisfaction score, in particular initial pass rate, since being bought on 1 April 2007 by a team led by former Keltruck managing director John Biggin. Initial pass rate has improved by one percentage point to 88.76%, while final pass rate now stands at 93.1%.
Both figures are above the Scania dealer network average. Also improved is customer satisfaction, with TruckEast moving from fifth place in 2006 to second in
2007 compared with other Scania dealers.
There has been a significant investment since the buyout. Biggin explains: "There's been £400,000 in capital expenditure since we took over, including: 35 vans a revamp of the Stowmarket HQ and expansion at the accident repair centres here and at Stowmarket." In an effort to grow its aftersales operation, TruckEast is considering all-make servicing.
Reed Business Information Limited.©2008
