CUSTOMER feedback is critical for brokers – not just for analysing performance against customer satisfaction goals, but for boosting website visitor confidence with positive feedback. APD Global Research has been at the forefront of interpreting feedback for brokers. It has now added a new sentiment analytics tool that can pinpoint and amplify customer feedback messages that otherwise, the firm says, remain hidden.…
NET Promoter Score (NPS) on the leasing industry fell for the third year in a row. The 2019 APD Business Driver Sentiment Report said NPS was down from 56 in 2018 to 53 in 2019. The report suggested that the decline was due to delivery delays caused by WLTP changes, which came into force September 2018. The report analysed data from 54,027…
APD Global Research has launched a new compliance solution for brokers. Called Compliance 360, it has been developed to monitor customer feedback in line with FCA guidelines. APD says it will ensure suppliers can proactively process responses in areas of non-compliance. These include commissions, transparency and affordability. Feedback from customers is monitored in real-time via the Compliance 360 customer service platform. It…