Excellence Approach

Customer Request Evaluation Process

Requests from you, our customers, are handled and evaluated in the light of our Excellence Policy. In this context, the following 10-step "Satisfaction Path" is followed.

1- Receiving Requests

Our customers can submit their complaints, suggestions and requests through the following communication channels. In this context, no fee is charged during the "Complaint Evaluation Process".

  • Telephone: Our customers can make their notifications between 08:00-18:30, excluding Sundays and public holidays, via this line with IVR and English language support, which is free of charge for landline calls via 0850 911 1 724. In addition, they are directed to customer services via IVR on the lines 0212 911 1 724 and 0212 911 1 500.
  • Website: Our customers can enter the "Contact" section at http://www.drd.com.tr/Anasayfa and make their notifications 24/7 via the digital form here.
  • E-mail: Complaints can be received 24/7 via mh@drd.com.tr and info@drd.com.tr e-mails.
  • Şikayetvar.com: Through this sharing platform, our customers can submit their complaints 24/7.
  • Social Media: Our customers can make their notifications 24/7 via Facebook, Twitter, Instagram, Linkedin.
  • DRD Employees: All DRD Fleet Leasing employees have equal responsibility for directing our customers with whom they are in contact to the channels where the above complaint is received.

2- Notification of Receipt of Request

As with all requests made by our customers, for all requests recorded as complaints, the system sends an e-mail confirmation of receipt of the request and a tracking number to our customers.

3- Prioritisation and Classification of Request

As DRD Fleet Leasing, it is our basic principle to finalise all complaints as soon as possible in accordance with our service standards that we undertake to implement. In this context, the prioritisation of the complaint is evaluated at four levels as Critical, High, Normal and Low. Separate resolution times are defined for the business categories determined for each level. These solution times are notified in the meetings with our customers.

4- Notification of the Request to the Relevant Department

Each complaint recorded by our customer services is transferred to the unit related to the complaint in accordance with the business categories defined in the system through the decision support system.

5- Analysing and Resolving the Request

Complaints received from our customers are handled fairly and impartially within the framework of confidentiality principles. In this context, each complaint transferred to the relevant unit through the decision support system we use is evaluated according to the solution method defined according to service standards, contract terms and business categories.

6- Answering the Request

Our customers are informed within the scope of their complaints according to the solution times defined in the decision support system in which we manage customer requests.

7- Closing the Request

At the end of the resolution process in the business categories in which the complaint is reflected, our customers are questioned whether they are satisfied with the solution result. In this context, the complaint is closed and the resolution process is completed.

8- Questionnaire for Evaluating the Request Handling Process

After the completion of the complaint resolution process, the system sends a one-question satisfaction survey to our customers to evaluate the entire process and measures the effectiveness of the method of handling the request.

9- Analysing and Reporting Requests

All complaints received from our customers are analysed on the basis of job category and published to the relevant parties within the organisation.

10- Improvement of the Request Evaluation Process

Our complaint evaluation process is reviewed and evaluated at Quality Review Meetings of the Management, Quality Internal Audits, Quality External Certification Audits, Customer Satisfaction Surveys and studies in order to raise our service standards and minimise the rate of complaints. As a result of the feedback received from these studies, the areas of the process open to improvement are identified and necessary actions are planned.

*All information contained in this process has been prepared within the scope of ISO 10002 standard. Therefore, no legal rights can be claimed.