When you choose a company to arrange your next car or van, you’re putting a lot of trust in them. For us, customer reviews are one of the clearest ways our customers can tell us whether we’ve lived up to that trust.
At Commercial Vehicle Contracts, we have been helping businesses and private customers arrange vehicles for more than 25 years. During that time, the way people research and choose a vehicle leasing company has changed considerably.
Today, customers can compare vehicles, finance options, prices and specifications in just a few clicks. But there is another part of the decision-making process that is just as important: what is it actually like to deal with the company? Our how we’re different page explains some of the ways Commercial Vehicle Contracts approaches vehicle leasing and customer service differently.
A vehicle specification can’t answer that.
A price can’t answer it either. While getting a competitive deal is important, our Price Promise is just one part of the wider service we provide.
Customer reviews can.
Our Trustpilot profile currently has a 4.9 out of 5 TrustScore from more than 330 customer reviews, with customers commenting on everything from communication and responsiveness to the ordering process, vehicle delivery and the support provided by our team.
For us, however, the importance of those reviews goes far beyond the number displayed at the top of a webpage.
Why Customer Reviews Matter To Us
Leasing a car or van is a significant decision.
For a business, a van may be essential to carrying out the work that keeps the company running. For a private customer, a car may be one of the biggest financial commitments they make outside their home.
That means the service surrounding the vehicle matters.
Customers want to know that their questions will be answered. They want to know what happens after they place an order. They want to know whether someone will keep them informed if there is a delay or if something changes.
These are things that are difficult for a company to demonstrate simply by saying that it provides good customer service.
This is where reviews become so valuable.
They allow people who have already been through the process to explain their experiences in their own words.
And that’s particularly important to us because the feedback comes from people who have actually dealt with our team.
What Our Trustpilot Reviews Tell Us
Our current Trustpilot profile gives us a useful snapshot of how customers have rated their experiences with CVC.
| Our Trustpilot Reviews | Current Position |
|---|---|
| TrustScore | 4.9 / 5 |
| Total Reviews | More than 330 |
| 5-Star Reviews | 90% |
| 4-Star Reviews | 8% |
| 3-Star Reviews | 1% |
| 2-Star Reviews | Less than 1% |
| 1-Star Reviews | Less than 1% |
These figures are correct at the time of writing and will naturally change as new customers leave reviews.
But while the overall score is useful, we don’t think it tells the whole story.
The most valuable part of a review is often the explanation behind the rating.
What did the customer actually experience?
What did they like?
Was there something that made the process easier?
Was there something we could have handled differently?
Those are the things we pay attention to.
Read our customer reviews on Trustpilot to see what people who have used CVC have said about their experiences.
What Customers Value About CVC
Looking through our reviews, several themes appear repeatedly.
| What Customers Value | What Our Reviews Tell Us |
|---|---|
| Communication | Customers regularly mention being kept informed throughout the vehicle ordering and delivery process. |
| Personal Service | Reviews frequently mention helpful and approachable members of the CVC team. |
| Knowledge & Advice | Customers highlight the team’s knowledge and willingness to answer questions. |
| Speed & Efficiency | Reviews mention quick responses, finance arrangements and straightforward ordering. |
| Finding The Right Vehicle | Customers highlight CVC’s ability to help them find vehicles suited to their requirements. |
| Ongoing Support | Reviews mention support after the order, including additional requirements and delivery. |
| Fleet Support | Business customers highlight support with multiple vehicles and additional requirements. |
| Handling Complications | Customers have highlighted being kept informed when issues or complications arose. |
| Repeat Business | Some customers specifically mention returning to CVC for additional vehicles. |
These are important themes for us because they aren’t simply statements we have written about ourselves.
They are observations from people who have actually used our services.
Communication Is One Of The Biggest Themes
One of the things that comes through repeatedly in our reviews is communication.
Customers have mentioned being kept informed throughout their vehicle orders, receiving prompt answers to questions and having clear communication from members of the team.
That matters because vehicle leasing isn’t necessarily a single transaction.
There can be several stages between making an initial enquiry and receiving the vehicle.
There may be finance decisions, documentation, vehicle availability, registration, delivery arrangements and, in some cases, additional requirements such as vehicle conversions, branding, shelving or other equipment.
Customers don’t necessarily expect every part of the process to happen instantly.
They do, however, want to know what’s happening.
One customer who ordered a Nissan QASHQAI e-POWER described the leasing process as:
“smooth, professional, and well organised from the initial enquiry through to the delivery”
The customer also highlighted the communication and availability of members of our team.
That’s the sort of feedback that matters to us.
It shows that the things we consider important are also the things customers notice.
What Customers Say About The People At CVC
One of the things we particularly like about our reviews is that customers often mention the people they have dealt with at CVC.
That makes the feedback much more personal.
A company can talk about customer service as a concept, but ultimately customer service is about people dealing with people.
When somebody contacts us about a vehicle, they aren’t dealing with a faceless website.
They’re dealing with a member of our team who is responsible for understanding what they need, answering their questions and helping them through the process.
One customer described the service they received as:
“Everything from that point on has been friendly, professional, quick and seamless, from quote through to order.”
The same review highlighted the speed of the response and the support provided by their dedicated account manager.
That sort of feedback is particularly rewarding because it recognises the personal element of what we do.
Reviews Show What The Leasing Process Is Really Like
When someone visits the Commercial Vehicle Contracts website for the first time, they don’t know us.
They might have found us through Google.
They might have been recommended to us by another business.
They might simply be comparing several leasing companies before deciding who to contact.
Whatever brought them to CVC, they are likely to have questions.
Will someone call me back?
Will I be kept informed?
Will someone help me choose the right vehicle?
What happens after I place my order?
What happens if there is a problem?
Our website can explain our services, the vehicles we offer and the different finance options available. Our vehicle leasing process also explains what happens from the initial enquiry through to arranging finance, documentation and delivery.
Reviews provide something different.
They show prospective customers what other people actually experienced.
One customer described receiving a callback within around an hour and progressing from an initial enquiry to successfully ordering a vehicle within three days.
Another customer described the process as efficient and professional, specifically mentioning the speed of the finance arrangement and delivery.
These experiences give prospective customers an insight into dealing with CVC that a standard company description can’t provide.
It’s Not Just About Five-Star Reviews
It’s easy to look at a review platform and focus entirely on the five-star percentage.
We understand why.
But we don’t believe the value of customer feedback can be reduced to a number.
We don’t expect every customer to have exactly the same experience.
Things can sometimes go wrong during the vehicle ordering and delivery process. There can also be circumstances outside our direct control.
What matters is how we communicate and respond when those situations arise.
One customer summed up their experience by saying:
“Sorted us out with a van despite a few complications along the way. Kept us informed throughout the process.”
That’s an important type of feedback for us.
It recognises that the process wasn’t necessarily completely straightforward, but also recognises the importance of keeping the customer informed.
For us, that is what good customer service should be about.
Supporting Businesses With More Than Just A Vehicle
Some of the most useful feedback comes from businesses operating fleets, particularly when they need several vehicles and additional work carried out alongside the leasing arrangement.
One business customer explained that they ordered three new vehicles from CVC as their existing fleet approached the end of its life.
The customer went on to highlight the support they received after placing the order, including help arranging vehicle branding, cladding, shelving and ladder rails.
“The support post placing the order has been great – arranging for vehicle branding, cladding, shelving and ladder rails.”
The same customer also highlighted the regular updates and prompt responses they received throughout the process.
That is particularly useful feedback for us because it demonstrates that the customer’s requirements extended beyond simply arranging the vehicles themselves.
For many businesses, a van isn’t simply a vehicle.
It may need to be configured for a particular trade, fitted with equipment, branded for the business and delivered within a particular timeframe. Our one-stop fleet solutions can help businesses with these wider requirements alongside their vehicle leasing needs.
There may also be several vehicles involved, making communication and coordination even more important.
The leasing arrangement is therefore just one part of the overall process.
Being able to support customers with those wider requirements can make a significant difference to their experience.
Repeat Customers Mean A Great Deal To Us
We also receive reviews from customers who have returned to CVC for additional vehicles.
One customer who had arranged multiple sets of vans with CVC summed up their experience by saying:
“This is the third set of vans we have organised with them and would not hesitate to recommend them.”
That’s something we’re particularly proud of.
A customer choosing to come back to us isn’t simply a comment about a single vehicle.
It represents an ongoing relationship.
For a leasing broker, that’s important.
We don’t want the relationship with a customer to end when the vehicle is delivered.
Businesses change.
Vehicle requirements change.
Fleets grow and vehicles eventually reach the end of their agreements.
When a customer chooses to return to us for their next vehicle, we have another opportunity to provide the same level of service.
Reviews Keep Us Accountable
There is another reason customer reviews matter to us.
They keep us accountable.
When a customer publishes a review, they’re telling other people what happened when they dealt with our business.
That means we can’t simply rely on what we say about ourselves.
We have to deliver the experience we promise.
If a customer says our communication was excellent, that’s something we’re proud of.
If they say we made the process straightforward, that’s something we want to continue doing.
And if someone tells us that something could have been handled better, that gives us an opportunity to look at what happened and consider whether we can improve.
That’s why we don’t see reviews simply as a marketing tool.
They’re feedback.
And honest feedback is valuable to any business that wants to improve.
What We Learn From Customer Feedback
Reviews aren’t only useful for people considering using CVC.
They’re useful to us internally as well.
They can reinforce the things we’re doing well, while also highlighting areas where we can improve.
If customers repeatedly mention communication, that tells us how important regular updates are.
If customers praise members of the team, it reinforces the importance of knowledgeable and approachable account managers.
If customers highlight a particular part of the process as particularly helpful, that’s something we can continue to build upon.
And if customers identify problems, we have an opportunity to understand what happened.
That’s why we don’t want reviews to be something that simply sits on a website.
We want customer feedback to be something we listen to.
Every Review Represents A Customer
It can be easy to look at a figure such as more than 330 reviews and forget what that number actually represents.
Behind every review is a person or a business that has taken the time to tell us about their experience.
Some customers have used CVC once.
Others have returned to us for another vehicle.
Some have arranged multiple vehicles for their business.
Some have worked with members of our team over a number of years.
Every one of those experiences is different.
That’s what makes customer feedback so valuable.
It’s not a collection of marketing slogans written by us.
It’s a collection of experiences from people who have actually been through the process.
Why We Don’t Take Customer Reviews For Granted
Having a strong Trustpilot rating is something we’re proud of.
But we don’t take it for granted.
A good reputation isn’t something a company can simply achieve once and then forget about.
Every new customer gives us another opportunity to provide a good experience.
Every vehicle order gives us another opportunity to communicate clearly.
Every delivery gives us another opportunity to make the process as straightforward as possible.
And every review gives us another opportunity to listen.
That’s why the number at the top of our Trustpilot profile matters less to us than the individual experiences behind it.
Have You Used Commercial Vehicle Contracts?
If you’ve recently arranged a car or van through Commercial Vehicle Contracts, we’d genuinely appreciate you taking a few minutes to tell us about your experience.
You don’t need to write an essay, and you don’t need to give us five stars.
Just tell us what you thought.
Your feedback could help someone else who is currently deciding which company to trust with their next vehicle, while also giving our team valuable feedback on the service we provide.
Leave A Review For Commercial Vehicle Contracts On Trustpilot →
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