Our strategy

We seek to preserve our relative credit rating with our robust approach to financial and risk management and through the flexibility of our pricing process. Our ratings are A+/A1 with stable/positive outlooks from Standard & Poor’s and Moody’s respectively.

The Group aims to retain a well-laddered debt maturity profile in order to effectively manage refinancing risk. Following bank and bond refinancing activities during the year, the average debt maturity profile increased by over 20% to 7.93 years.

We participate in an independent annual review of business culture, where we have significantly outperformed the ‘High-Performing Organisations’ benchmark. Employee engagement is 10% higher than the benchmark.

We deliver by listening to our customers and ensuring that we meet their requirements. We target independently measured customer satisfaction of at least 92%.

We have successfully met our target of answering 80% of calls within 20 seconds for the last nine years.

Mobility is a priority to our customers – in the event of a breakdown our customers receive priority assistance, and with an average response time of 38.9 minutes during the last six months (compared with a KPI target of < 42 minutes), customers are quickly attended to and are mobile again.

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 on a mobility solution that meets their disability needs and, in turn, strengthens customer advocacy of the Scheme.

Whether customers decide to renew their business 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 2014 this was maintained at 92%, compared with a KPI target of 85%.

Existing customers are the Scheme’s biggest advocates, with over 98% saying that they would recommend the Scheme to others.

We aim to maintain the availability of at least 200 cars that are funded solely by the assignment of the customer’s disability allowance.

We benchmark ourselves using commercial contract hire quotations and aim to be at least 25% cheaper. These are usually unavailable to the general public and are likely to be less expensive than personal contract purchase quotations. Our economies of scale, operational efficiencies and a VAT concession deliver the majority of this differential.

Selling via our online sales channel, ‘mfldirect’, provides an effective, low-cost route to market which facilitates the management of our high volume of disposals, and also ensures a competitive sales environment through which to maximise our net return.