CBVC Vehicle Management has appointed APD Global Research to measure customer satisfaction.
The Staffordshire-based broker and fleet management business says that it wants to ensure that every customer has the optimal leasing experience and this is maintained as the business grows.
CBVC Vehicle Management will use the APD Voice.360CX platform that independently monitors the driver journey and experience, providing feedback that loops back into a continuous improvement process.
While we like to think that we already provide exceptional customer service, it’s important to ensure we maintain and continually improve our standards. By independently auditing the experience of our valued customers we can focus on any areas where we can enhance our process. Without doubt, Voice.360 will support our drive to deliver the best possible customer service levels.
CBVC Vehicle Management has recently announced it is providing the leasing platform for ElectriX, the new one-stop shop from LV= General Insurance which offers drivers everything they need to get on the road with an electric car. It has expanded the customer service team to manage the new business volume.
How does APD Voice.360CX work?
APD Voice.360CX uses advanced sentiment analytics, which highlights areas of success and where service levels can be improved. It provides CBVC Vehicle Management with
a Net Promoter Score (NPS) which demonstrates how likely customers are to recommend the service.
We are delighted to be working with CBVC Vehicle Management at this exciting time for the business. We will ensure the CBVC team have the insights and knowledge to build on existing high levels of customer satisfaction and loyalty.
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Ralph Morton is the leading journalist in the leasing broker sector and editor of Broker News, the website which provides information and news for BVRLA-registered leasing brokers. He also writes extensively on the fleet and leasing market in both the UK and Europe.
