The Quingo customer journey is in place to ensure that all Quingo customers enjoy the correct product for their needs, that they meet the required minimum standards to ensure they can use a Quingo safely and to ensure that each customer is entirely happy with their purchase. The following steps are what you can expect from the process:
1. Free demonstration
It is important that you get to test drive Quingo on your roads and pavements and vital that Quingo is able to verify that you are safe and able to use a mobility scooter safely.
Quingo will only supply a mobility product after each customer has completed a 'blue diamond driver check'. This is a ROSPA compliant test as detailed in the Department for Transport code of practice for the supply of class 3 products. Quingo uses this code of practice for the supply of all their vehicles, whether class 2 or 3.
The test ensures customer safety, suitability as well as determining suitable storage and charging points. Once successfully completed, Quingo's friendly demonstrators are able to offer the complete range of products or those most suitable at each assessment.
A copy of the 'blue diamond' form is provided for each customer and a copy is retained for Quingo's own records.
2. Client follow up after demonstration
Regardless of the outcome of the demonstration, each customer is left a copy of Quingo's 'client satisfaction survey' with a free post envelope. These surveys have been conducted since 2009 and during this time over 11,000 clients have returned their survey forms.
For its demonstration process, Quingo score an average of 9 out of a possible 10. Quingo is proud of its record but this is constantly monitored.
3. Free delivery
When you order a product, it will be delivered by one of Quingo's delivery instructors, a different team to the demonstrators, and they will carry out any final adjustments to the product for you. For your safety they will also carry out an additional ROSPA test with you to ensure no change has occoured from the initial demonstration stage.
This process is detailed on the delivery document that you keep and Quingo retains a copy of for their own records.
4. Delivery follow up after delivery
After 3-5 days delivery, expect a call from Quingo's customer liaison team who will check that you were happy with the delivery process, you are happy with your product, the order is complete / there are no outstanding issues and that you have understood your 30 day money back guarantee if you are not entirely satisfied.
Finally, they will confirm if there is anything else we can help you with, i.e. advice or whether you require any further tuition.
For 2014, the average customer satisfaction rating is 9 out of 10.
5. Independent customer reviews from Feefo
What is Feefo and how does it work? Feefo is one of the world's most trusted suppliers of independent ratings and reviews for business and consumers. All Feefo reviews are gathered anonymously and independently from genuine Quingo customers.
If you have supplied an email address, Feefo will contact you 1-2 weeks after you have purchased and ask you to a) rate the product that they have purchased and b) rate the service you have received from Quingo. This survey is carried out by email.
The latest scores are 100% for product and 99% for service and we have been awarded a 4.95 star rating. The latest Feefo results can be viewed online.
6. After sales care / in life support
Quingo is not just here to sell you a vehicle. Quingo has its own team of engineers who look after you wherever you are in the UK.
When you take delivery you will be left with a welcome pack which details Quingo's customer service contact details. Use these details if you need to call customer services for any reason.
You'll get a reminder when servicing is due and Quingo's network of engineers hold a good stock of parts and are able to perform both servicing or any necessary repairs. Quingo also offers full insurance and recovery service packages.
7. After sales care / in life support follow up
Should you require an engineer visit, you will recieve a follow up courtesy call within 2-3 days by Quingo's customer liaison team, who check that the visit has been completed to your satisfaction.
You will be asked to rate the service and the information is recorded so that each individual engineer can be rated and reviewed. It's just one of the ways Quingo keeps their satisfaction levels so high.
Since Quingo started this survey process in 2009, the average rating for their engineers is 9 out of 10.
8. 3 month follow up postal survey
Quingo also wants you to happy with your Quingo scooter long term, so 3 months after your delivery you will be sent a simple follow up postal survey with a return postage paid envelope where you can rate the demonstration process, the delivery process and the customer service department, if you have used it in that time.
Finally if you owned a scooter previously, you will be invited to compare this scooter to your Quingo product. To date Quingo has recieved more than 6500 returned surveys and in these 91% stated that their Quingo scooter was either 'better' or 'much better' than any previous mobility scooter.
This information is vital, consistantly reviewed and used to monitor and improve our customer service.