The nine mobility distributors rated to have the best customer service on the Motability Scheme have been revealed.
The recognition is based on direct feedback from end-users using the mobility scooter and powerchair hire scheme and rewards commitment to going above and beyond to deliver high standards of care.
The winners and highly commended recipients across the three categories, split by dealership fleet size, are:
- Large category (fleet size over 200)
- Winner – Ability Matters
- Commended – Millercare and Easy Mobility Services
- Medium category (fleet size between 100-200)
- Winner – True Mobility
- Commended – Scootermart Mobility Centre and RKS OT Services Ltd
- Small category (fleet size between 35-100)
- Winner – John Preston Healthcare
- Commended – Steddy and The North East Mobility Warehouse
Every scooter and powerchair dealership with a fleet size of 35 customers or over is entered into the awards and rated out of 10.
The average score for all eligible dealerships in the 2018 Motability Scheme awards is 9.5 out of 10.
The winning and commended dealerships in the large and medium categories all scored 9.8 or over and the winning dealership of the small category received a clean sweep of 10 out of 10.
This year’s winners and commended dealerships are a mix of dealerships being recognised for the first time and some repeat winners, including Ability Matters, which has won the Large Fleet category for the second year running. Millercare, Scootermart Mobility Centre and RKS have all previously been awarded too.
Lyndon Reeks, commercial manager at Ability Matters, said: “Winning two years in a row means we have maintained what we’re doing with our customers.”
Ability Matters opened two new shops in December 2017, adding more pressure to perform well this year. But Reeks said that he is “incredibly pleased” with how his team banded together to maintain customer service levels.
“It was challenging to bring two new shops into the fold and bring them up to our standards but was well worth it. This award is thanks to a strong team effort. We all work together to keep our customers satisfied and happy.”
Andy Burns of True Mobility emphasised the importance of having a strong team: “We hoped we’d win this year.
“You’re looking at your customer satisfaction figures all the time so we knew we were doing well but you never know at the end if another dealership has pipped you, so we were a little surprised when we won. Even if you know you’re doing well, it’s a really lovely feeling getting an award.”
“Our view is the customers pay for our service so we must make sure they get the best we can give. We all get a buzz from helping people and though there’s an element of competitiveness with other dealers, we do get on really well with them.”
Ian Goswell, commercial services director, Motability Operations Ltd, commented: “The Motability Scheme sets exceptionally high standards of customer service for everyone involved in delivering its services and these dealerships really demonstrate this principle day in, day out.
“Whether this is helping a new customer to join the Scheme and choose the right product, or delivering on our worry-free mobility promise throughout the life of the three-year lease, we are immensely proud to work with these award-winning dealerships.”
Image credit: Motability Operations Ltd