No matter what, supporting our customers is our number one priority. Since 1978 our purpose has been to enable our customers to use their mobility allowance to lease a car, powered wheelchair or scooter, achieving everyday freedom.
Our customers, our people, and our partners define and inspire what we do. Challenging times have given us the opportunity to prove the strength of our purpose and commitment to those who matter most:
We take an individual view of customers, so during the year we have focused on ensuring our customers remain supported as the UK has navigated through the Covid-19 pandemic. In total we have rebated over £100m directly back to customers since March 2020, reflecting the lower mileages during the period of national lockdown. We have committed a further £180m to support customers with affordability challenges linked to vehicle supply issues. We have also opened our online account, giving customers the opportunity to manage elements of their lease online and receive payments directly into their bank account.
We are passionate about the safety and wellbeing of our people, and have proactively engaged with employees on the support available to assist with hybrid working, including the provision of home office equipment. We have launched our mental health allies programme, with 65 allies throughout our business, and formed our Equality, Diversity and Inclusion Committee in December 2020. Developing our internal talent remains a top priority, including formal training, involvement in strategic initiatives and projects and cross functional secondments.
We value our partners highly, as their collaboration and expertise are fundamental to the services we offer. Throughout the pandemic, we’ve worked closely with them and created greater levels of flexibility and support, such as accelerated billing to assist with cash flow.
Since 2012 we have measured customers’ trust in the Motability brand. Trust is considered to be key in enabling current and potential customers to make an informed and confident choice of a mobility solution that meets their disability needs and, in turn, strengthens customer advocacy of the Scheme.
Whether customers decide to renew at the end of the lease is a key measure of our success in delivering affordability, choice and customer service. During the year to September 2021 this was maintained at 91%, compared with a KPI target of 85%.
Existing customers are the Scheme’s biggest advocates, with 98% saying that they would recommend the Scheme to others.
Supporting our long-term sustainability and community engagement.
Our objectives are at the heart of our proposition.
© Motability Operations Limited 2021
Motability Operations Limited is authorised and regulated by the Financial Conduct Authority under reference number 735390. Please see our Terms and Conditions for more information.