European Car Company Support Costs
After thorough research, we found that all market research reports for European corporate car leasing companies for both recent and previous years are locked behind hfty paywalls. We were able to identify the top five vendors in the European vehicle leasing market, however. Below we will elaborate on our research methodology and provide links to findings that may yet be beneficial.
We attempted to locate relevant data by focusing in on subsections of the European vehicle leasing market. For example, our first inquiries were specific to recent spending on customer service for Europe as a whole, and then for regions within Europe. At this stage, however, we encountered paywalls when attempting to access the data. On subsequent searches, we attempted to broaden the scope to older data and finally to global data. Each research report required payment to be viewed. Free sources, on the other hand, were not credible and could not be used for triangulation.
The next step was to look at recent annual reports from specific European vendors. There were no insights from these reports specifically addressing spending on customer support. Rather, it was addressed as an operational expense, though there was no percentage value indicating what portion of those expenses customer support comprised. For instance, ALD Automotive disclosed their annual operational expenses for 2017 to include IT and digital innovations, professional fees, staff expenses, and general and maintenance costs. It is difficult to know where customer support falls in this breakdown, but the best we can hypothesize is inside of the 'other' category, which is 19%. In total, they reported to have spent 598 million EUR total, of which something under 19% is customer support spend, this means under 113.92 million EUR was spent in this area. ALD's total sales revenue was 1332.8 million EUR, attributing then around 8.5% maximum spend on customer support.
Finally, we looked to industry journals and consulting industry reports to find a figure or data that would allow us to triangulate a figure, but again, this information did not exist in the public domain.
Therefore, we concluded that this information is not publicly available likely to due to the fact that it is not widely reported, so any pre-compiled information either does not exist or is only behind significant paywalls. While we did find that large corporate car leasing companies like ALD spend a maximum 8.5% of their revenue on 'other' administrative expenses, we cannot speculate further what percentage of this is exactly customer service.
Therefore, while potentially a triangulation could be made using the above figures, we were equally unable to pinpoint a total market size for the European corporate car leasing market, and also considered the 8.5% figure to be too tentative to draw reasonable conclusions.
Potentially helpful findings
In our research we identified the top five vendors in the European vehicle leasing market to be ALD Automotive, Arval, Deutsche Leasing, LeasePlan and Natixis Lease. It may help to make inquiries into these specific companies for information regarding annual expenses in this market. Moreover, within this group ALD Automotive and Arval have their annual reports available for free, but as mentioned before they lack any direct reference to customer spending.
As a measure of last resort, the following three paid-reports contain industry data on the European vehicle leasing market. These possibly contain information detailing to spending on customer support.
Due to the prevalence of paywalls, we were unable to find pre-compiled data or triangulate data on customer support spending within the European vehicle leasing market. Moreover, the lack of free, credible sources further impeded our analysis. Thus, the only reliable sources come in the form of available annual reports and paid, industry research.