In our industry, some things are simply out of our control: rising interest rates, vehicle availability, the volatile cost of fuel, environmental and other regulations that require 100% compliance, and more. With so much uncertainty, companies need solid reassurance that their fleet service partner is keeping their vehicles on the road, driving their vehicle fleet costs down, and most of all, answering the phone at 3 AM.

ARI’s own fleet-specific quality assurance program, Partners In Excellence (PIE), offers this security. What began 20 years ago as a means for ensuring 100% customer satisfaction, PIE has evolved to encompass a number of core strategies: active monitoring of client relationships, performance management measures, an employee rewards program and a customer satisfaction guarantee.

Combined, these strategies enable ARI to maintain the highest standard for quality in our industry and help our clients achieve their greatest savings and efficiencies.

Strategies to Ensure Quality
A staff of managers and executives are dedicated to the monitoring and tracking of customer service levels for each of our programs as well as for overall client relationships. This group focuses on our customer base to assess their perceptions of and satisfaction with all aspects of the partnership and then take action to address any issues that may be uncovered.

Performance management measures involves the tracking of fifty annual PIE goals to assess our progress in achieving client cost savings and overall level of service excellence.

The goals are selected based on their relevance to clients’ fleet efficiency, productivity and the measurability of the value ARI brings. Employee rewards include a year-end bonus based on the company’s achievement of these goals. Partner of the Month and Partner of the Year awards bring additional financial incentives to employees. The Partner of the Year honor also includes induction to ARI’s esteemed Circle of Excellence.

The final component of our PIE program is our customer satisfaction guarantee. The Partners in Excellence program provides a telephone hotline that allows clients to speak directly with an executive in order to discuss a problem they have experienced. If the problem is not resolved to the customer's satisfaction within thirty days, the client will receive a $5,000 invoice credit. The program also offers a $5,000 credit to clients for any implemented suggestions on how to change or improve an ARI procedure.