The leasing industry continues to undergo remarkable changes. This is once again evident from the annual survey conducted by the Association of Business Drivers and Feedback Company. More than three thousand respondents, a thousand experiences, and a clear signal: ratings are rising, expectations are shifting, and differences between leasing companies are increasing.
Rising valuations and shifting expectations
Lease car drivers rate their company with an average score of 8 this year. Fleet managers follow the same positive trend, and private lease car drivers even give a score of 8.5. The NPS has risen to 29, almost doubling in twelve months. This alone shows that satisfaction does not depend solely on service or speed. It says something about how well organizations can manage their processes, risks, and customer relationships in a constantly changing market. This is also evident in this year's winner: Athlon scores exceptionally well on maintenance with a 9.1.
The interesting thing is that the research also acts as a mirror. Not only in terms of perception, but especially in terms of control. How complete is the business information on which decisions are based? How much friction is caused by fragmented master data. And how much risk remains invisible due to complex international corporate structures.
The assessment is more than just the car
A closer look at the figures reveals one fundamental trend in particular: organizations that have their information management in order score more consistently in terms of satisfaction and are able to respond more quickly to change. This is no coincidence. If you know who your customer is how risks develop and how reliable your own data is, processes become less dependent on interpretation and more on insight. Increasingly, it is not the car that determines the experience, but the quality of the steering information behind it.
Key findings
- Lease drivers rate their company lower this year, with a score of 8.
- The NPS among drivers has nearly doubled since the end of 2024 to 29.
- Claims handling also shows an increase to 8.1.
- For 50% of fleet managers, service quality is the most important reason for choosing.
- Private lease drivers give their company the highest rating, with an 8.5.
Why data management is becoming increasingly important in the leasing industry
Behind the results of the study lies a broader reality: the data landscape of many leasing companies is fragmented. Contract data is stored in different systems, company identity is not managed uniformly, and international structures are often only partially transparent. This creates discrepancies between what an organization thinks it sees and what is actually happening.
Once data becomes fragmented, the likelihood of incorrect risk assessments increases. An incomplete company structure, for example, can lead to an inaccurate credit profile. Inconsistent customer identity causes delays in the acceptance process. And unreliable vehicle data makes it difficult to analyze trends in the degree of electrification. In such situations, assumptions determine the direction, when in fact that should be the domain of facts.
The study highlights precisely this tension. Leasing companies that prioritize data discipline perform more consistently and are able to adapt more quickly. They make contractual decisions in context, identify risks earlier, and develop services that meet the expectations of business drivers.
How Altares Dun & Bradstreet provides insight into the commercial fleet market
Altares Dun & Bradstreet supports the VZR in providing insight into the business market. According to Statistics Netherlands (CBS), the Dutch fleet market consists of 12.6 million vehicles. Altares has comprehensive insight into the business segment: the size of fleets, the leasing company per organization, the responsible fleet managers, and the type of vehicles, including the degree of electrification.
This information is verified worldwide in terms of company identity, ownership, payment behavior, and continuity. This creates a complete picture that helps organizations identify risks early on, place customer relationships in the right context, and keep their master data reliable. This makes the survey not only an annual ranking but also a barometer for the fundamentals of the sector.
In the right gear for data-driven management
The question that remains is strategic. What do you do when you notice that your management information is not in sync with your customer's reality? Sometimes the answer lies in a specific data question that remains unanswered. Sometimes it requires a broader change in how an organization manages, assesses, and predicts.
What is becoming increasingly clear is that good data management is not an additional layer but a basic requirement. Globally validated information forms a single consistent truth. This makes processes faster, risks more transparent, and decisions better substantiated. Organizations that have this in place are less dependent on assumptions and better prepared for market dynamics. And that is exactly the kind of control that leasing companies need to exceed the expectations of business drivers once again.
