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 recent lockdown restrictions, customers were given the option to keep their current vehicle for an extended period, so they didn’t have to worry about renewing their lease. We also provided insurance rebates, and for anyone with exceptional financial needs, the chance to receive their end of contract Good Condition Bonus immediately.
We are passionate about the safety and wellbeing of our people, so responded early to support and reassure them as the Covid-19 pandemic developed. Taking advantage of the resilience built into our infrastructure, we quickly enabled home-working and invested in technology to make sure this change was hassle-free and efficient. We have also worked hard to create Covid-secure office spaces so that employees can visit the office when they need to, safely.
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.
We’ve been measuring customers’ trust in the Motability brand since 2012. We think trust is key to allow our current and potential customers to make informed and confident choices about the mobility solutions to best meet their needs.
A key measure of our success is whether customers want to renew their business at the end of their lease. During the year to September 2019 this stayed at >91%, over our target of 85%.
Our customers are the Schemes biggest advocates, and we’re proud that 98% say that they’d 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.