{"id":614,"date":"2021-05-04T05:18:18","date_gmt":"2021-05-04T03:18:18","guid":{"rendered":"https:\/\/info.openlane.eu\/excellent-customer-satisfaction-at-adesa\/"},"modified":"2024-11-15T08:12:06","modified_gmt":"2024-11-15T07:12:06","slug":"excellent-customer-satisfaction-at-openlane","status":"publish","type":"post","link":"https:\/\/info.openlane.eu\/en\/company-information\/blog\/company-news\/excellent-customer-satisfaction-at-openlane\/","title":{"rendered":"Excellent customer satisfaction at OPENLANE."},"content":{"rendered":"<section class=\"l-section wpb_row height_medium\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"g-cols wpb_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\" style=\"--columns-gap:3rem;\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h1>Excellent customer satisfaction at OPENLANE.<\/h1>\n<\/div><\/div><div class=\"w-separator size_custom\" style=\"height:1rem\"><\/div><time class=\"w-post-elm post_date us_custom_d8432ea1 has_text_color entry-date published\" datetime=\"2021-05-04T05:18:18+02:00\" itemprop=\"datePublished\"><i class=\"far fa-clock\"><\/i>04 May 2021<\/time><\/div><\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"g-cols wpb_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\" style=\"--columns-gap:3rem;\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><strong>OPENLANE, the online auction website for the car trade, measures the customer satisfaction for each transaction since beginning 2017. With an average satisfaction score of 8.3\/10, the car auction platform is one of the best in the sector.<\/strong><\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"g-cols wpb_row via_grid cols_3-1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_middle type_default stacking_default\" style=\"--columns-gap:3rem;\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2>Client first<\/h2>\n<p>Last year, OPENLANE developed a new strategy aimed at<span>\u00a0<\/span>better aligning buyers\u2019 demands with their offer and increasing customer satisfaction by making all transactions faster, easier and hassle-free. \u201dWe really do everything to ensure our clients\u2019 success and satisfaction. They are the reason we exist after all\u201d, says Gino Vleminckx, CCO at OPENLANE. \u201cIt is therefore also logical that we continually monitor that satisfaction and work on points for improvement.\u201d Mihail Lapshin from Estonia welcomes this approach:\u201cI have been working with OPENLANE since 2012 and I am a satisfied customer. All purchases run pretty smoothly and if there are any problems, they are resolved. OPENLANE is also always taking steps to improve the auction platform. I feel that I am a valued customer here, not just a number.\u201d<\/p>\n<\/div><\/div><\/div><\/div><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-image align_none\"><div class=\"w-image-h\"><img decoding=\"async\" width=\"240\" height=\"180\" data-src=\"https:\/\/info.openlane.eu\/wp-content\/uploads\/2021\/05\/gino-vleminckx-and-mihail-laphsin.tmb-small.jpg\" class=\"attachment-large size-large lazyload\" alt=\"Gino Vleminckx and Mihail Laphsin\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 240px; --smush-placeholder-aspect-ratio: 240\/180;\" \/><\/div><\/div><\/div><\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"g-cols wpb_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_middle type_default stacking_default\" style=\"--columns-gap:3rem;\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2>Recommended by an international buying public<\/h2>\n<p>\u201cSince the beginning of this year, we ask our customers to rate us after every purchase&#8221;, says Vleminckx. Specifically, we ask how likely they are to recommend OPENLANE to others. Based on this, the Net Promotor Score is calculated (https:\/\/www.netpromoter.com\/), going from -100 to +100. A score of 0 is shown as average, a score above 50 is excellent. \u201cWith a result of 48, OPENLANE scores excellently among an international buying public from over 50 countries\u201d, says Vleminckx.<\/p>\n<h2>89% are satisfied to very satisfied<\/h2>\n<p>\u201c89% of our clients are satisfied to very satisfied, 59% even give us a top score of 9 or 10\/10\u201d, continues Vleminckx. \u201cThat means that the customer experience is not yet optimal in 11% of vehicle sales. Less than half of this is linked to additional damage identified on the vehicle. In these cases, our client department finds a solution through our claims policy. It includes a number of guidelines based on our long track-record and client feedback. This figure does of course need to be taken in the context of the remarketing sector, where damage is inherent to the purchase of second-hand vehicles.<\/p>\n<h2>From feedback to new service<\/h2>\n<p>What does OPENLANE do when it receives a lower score? \u201cWith a score of 7 out of 10 or less, we follow up closely, ask additional questions and work out a suitable solution\u201d, says Vleminckx. \u201cThe systematic method for receiving feedback has led\u00a0this year to the launch of several new services.<\/p>\n<p style=\"text-align: justify;\">As a result, we have launched \u2018Optimo\u2019, a package of 3 services that includes a payment delay, extra vehicle inspection and priority transport to the HUB. \u2018Ultimo\u2019 also fits into this list. With Ultimo, the auction winner gets 5 additional minutes to give his best and final offer, in order to increase your assignment chances dramatically.\u201d<\/p>\n<p>These services and solutions benefit the steps taken by the company to guarantee the continuous growth of its business. OPENLANE has the ambition to increase its volume by 2021 to 100.000 cars sold per year.<\/p>\n<h2>About OPENLANE<\/h2>\n<p>OPENLANE (OPENLANE) was founded in 2004 and, with 5 branches and 137 staff, it has now grown to become a major player on the European market. The online car auction platform sells end-of-contract lease cars and vehicles that come from car dealers and fleet owners. The vehicles are sold to car dealers throughout Europe, especially in Central and Eastern Europe.<\/p>\n<table>\n<tbody>\n<tr>\n<td><strong>Company<\/strong><\/td>\n<td><strong>OPENLANE<\/strong><\/td>\n<\/tr>\n<tr>\n<td>Number of staff<\/td>\n<td>137<\/td>\n<\/tr>\n<tr>\n<td>Number of cars sold<\/td>\n<td>42.000<\/td>\n<\/tr>\n<tr>\n<td>Top 5 purchase countries<\/td>\n<td>Belgium, the Netherlands, Germany, Italy, France<\/td>\n<\/tr>\n<tr>\n<td>Top 5 sales countries<\/td>\n<td>Czech Republic, Poland, Romania, Hungary, Slovakia<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>OPENLANE, the online auction website for the car trade, measures the customer satisfaction for each transaction since beginning 2017. With an average satisfaction score of 8.3\/10, the car auction platform is one of the best in the sector.<\/p>\n","protected":false},"author":1,"featured_media":19201,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[144],"tags":[],"class_list":["post-614","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-company-news"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v27.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Excellent customer satisfaction at OPENLANE. \u2013 OPENLANE<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/info.openlane.eu\/en\/company-information\/blog\/company-news\/excellent-customer-satisfaction-at-openlane\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Excellent customer satisfaction at OPENLANE.\" \/>\n<meta property=\"og:description\" content=\"OPENLANE, the online auction website for the car trade, measures the customer satisfaction for each transaction since beginning 2017. 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