Delivering Value for Customers
In today’s fast-changing environment, it’s important to stay focused on what really matters.
At ORIX we are guided by the principle of creating value for all and what matters most to us is the people - our customers and our own team.
Internally we have created a positive culture where our people enjoy coming to work and actively creating value for our customers. And as a business, every decision we make is guided by our customer-first approach.
We know that to deliver real value, we must first deeply understand our customers, their challenges and their priorities. Taking time to do this allows us to design bespoke solutions for New Zealand customers that will make a difference to their business operations.
Our Account Managers play a pivotal role in this approach. They work closely with our customers to support their goals and help them navigate challenges such as rising costs, operational pressures and help them to identify opportunities for improvement. The insights they gather feed directly back to our Business Transformation team and help shape an innovation pipeline that aligns with the needs of our customers across New Zealand.
Taking Voice of the Customer to the Next Level
To strengthen our customer-first approach, we’ve taken our existing customer and driver feedback practices to the next level with a formal Voice of Customer Programme. This provides an opportunity for customers to openly share their views and feedback.
During our pilot launch, we conducted a series of in-depth interviews with a cross-section of fleet customers to:
• Better understand their current operational priorities
• Assess how our products and services are performing
• Explore their expectations of us for the future
Their response was invaluable.
Emma Saxon, Manager - Brand Experience at ORIX NZ, led the initiative.
"Co-creating solutions with our customers has always been core to how we operate", said Emma. "Every new tool we develop is shaped by real-world feedback to ensure it genuinely supports the way our customers work. Our Fleet Manager App which was launched in 2024 is a great example of that and has proven to be a real game changer."
"The Voice of Customer Programme builds on that momentum, gaining deeper insights and allowing us to shape an innovation roadmap that will support customers to achieve their goals and stay ahead of emerging challenges."
What We Heard
A clear theme emerged from our conversations: customers are deeply satisfied with our service delivery and account management. Customers highlighted our collaborative approach, responsiveness and reliability as major contributors to their loyalty and confidence in ORIX.
At the same time, they shared candid feedback on areas where we could create even more value, and we also heard clear perspectives on the challenges shaping the fleet sector today.
Key takeaways from our customer interviews included:
• Ageing vehicles, limited data visibility and stretched internal resources are key barriers to fleet efficiency
• Fuel and maintenance dominate fleet operating costs, with fitouts and repairs adding significant pressure
• While interest in EVs is strong, adoption is hindered by infrastructure gaps, model limitations and the need for robust, data-driven insights to justify investment
• A cultural shift (i.e.: changing driver behaviour and entitlement mindsets around the use of company vehicles) is as critical as infrastructure and technology
"As well as sharing their challenges and goals, our customers gave us valuable feedback about ORIX", said Emma. "We were thrilled to receive an average satisfaction rating of 9.8 out of 10. Many described our Account Management team as exceptional, proactive, transparent, and truly customer-focused – a reflection of the customer-first approach we strive to deliver every day."
Turning Insight into Action
For us, these insights are not just feedback - they’re a roadmap. They gave us clear direction on what we’re doing well and what we need to focus on next.
These insights also reinforce the need for solutions that are:
• Customer-centric and built around the real-world challenges of fleet operators
• Future-focused and address the transition to lower emissions and more efficient operations
• NZ-specific and tailored to the geographic, cultural, and economic realities of operating a fleet in Aotearoa
The findings from our Voice of the Customer Programme will directly inform our product design, service enhancements, and engagement strategies moving forward.
"Delivering meaningful change from customer feedback is what sets enduring organisations apart" said Tania Betts, Head of Business Transformation at ORIX.
"Our legacy has been built on listening with intent and responding with action that elevates the standards of fleet management. Our Innovation Journey shown on our website reflects this commitment, and we’re thrilled to use the latest feedback to guide product and development over the coming 12 months."
Advocating for Customers
We see our role at ORIX not just as a fleet and leasing provider - but as an advocate for our customers. That means pushing boundaries, creating future-ready solutions and developing tools which support our customers fleet goals.
By listening closely and responding thoughtfully, we’re building stronger relationships with our customers and delivering real value that lasts well beyond the contract.
Interested to see how a truly customer-first approach could add value to your fleet operations?
Get in touch with ORIX today to explore smarter, more sustainable ways to drive your business forward.
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