Every year, we ask our customers to tell us how we’re really doing. Our Voice of the Customer survey is a valuable tool because it helps shape the decisions we make and the improvements we prioritise. As part of this year’s survey outcomes, we have identified four key focus areas for H2 2026: customer engagement, Origo, reporting data and VOR (vehicles off road).
This year, 253 customers were invited to take part, spanning our various customer segments and including fleets of every size. The responses give us a genuine cross section of the businesses we work with, and every single answer feeds directly into the improvements or changes we need to make to maintain a service level our customers have come to expect from the VLS team.
The results are in
Our Net Promoter Score (NPS) climbed to +79.3, up from +77.3 last year, with 83% of respondents identifying as promoters. It’s a strong upward trend, and one that reflects real long-term advocacy from our customers. Our overall customer satisfaction score (CSAT) also remained high at 89.6%, with customers consistently describing our people and the customer service as the primary anchor to being satisfied with their experience working with JCT600 VLS.
Customer feedback included:
“Competitive pricing, product knowledge and willing to work with customers for the best outcome.”
“Highly responsive, which is of great importance to us as a business. We operate in a constantly evolving environment and must adapt quickly, so working with a team that responds so promptly is invaluable. In addition, JCT’s expertise is outstanding and has been a significant support to our Fleet Coordinator.”
“They do what is right for the client and really do seem to work with you. Very easy to talk to and quickly respond to queries, challenges etc. A great team. The business also has a real family feel which I like. Great values and culture too.”
“Communication and having an honest relationship with us.”
In addition, customers continued to praise our team’s product knowledge, their depth of industry expertise, combined with a strong understanding of individual customer business needs that make them feel truly supported and well advised.
Why this matters to you
Every response shapes real decisions. It’s how we prioritise investment, where we focus operational change, and how we hold ourselves and our suppliers accountable. If you took the time to respond this year, thank you. If you didn’t get the chance but have some feedback, we’d love to hear from you.
Turning feedback into action
The real value of this survey is in what we do next. We are dedicating time to four focus areas for H2 2026 that will form projects led by senior management. Looking at customer engagement, Origo, reporting data and VOR (vehicles off road), the project teams will carry out in-depth discoveries into each area to determine next steps and any improvements that can be made.