Ultimately fuel card providers are looking to retain and acquire new customers. However, with most services used by less than 50% of them, the offering is not meeting their needs. This report looks at customer preferences, perceived value of services, take-up rates and the reasons behind them, then compares the key factors affecting each to provide a best-fit solution moving forward.
Scope of this report
Service preferences of 225 European fleet managers across 7 key European markets and by fleet size (1-20,21-50,51-
Insight on service take-up rates based on in-depth interviews with 15 fuel card managers from fuel retailing and fuel card providers across Europe
Four key action points for companies who wish to enhance their service offering, retain their existing customer base and increase market share
Research and analysis highlights
Fleet managers value the services that provide them with key management information to react to, as opposed to services that require extensive proactive target setting, such as separate tailoring of services permissible for each card, or the setting of target fuel prices.
Almost 20% of customers in Europe have no idea whether their fuel card provider actually offers each of the 10 services. This indicates the potential to increase take-up rates simply by providing clearer information to ensure customers understand exactly what benefits are on offer to them.
The only service across Europe for which usage reflects customers perceived value is vehicle specific summaries and analysis, with 77% of fleet managers valuing the service and 76% of them actually using it, a difference of only 1 percentage point.
Key reasons to read this report
Understand the differences in customers' perceived value of services, broken down by country, fleet size and other key variables.
Identify the differences in usage rates of services across markets and fleet sizes and benchmark against national and European averages.
Improve return on investment by identifying the correct core offering for your customer base
Related Reports :
European Fuel Cards Database, 2005 - Version 1
European Fuel Cards Database, 2005 - Version 2
Extended Expert View: Divergent fuel card service expectations in Central & Eastern European and Western European markets
Extended Expert View: Remaining opportunities in Western European fuel cards
Outsourcing of Fleet Management in Mature Markets
GPS: Fleet Management Market (2006-2009)
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