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 individual business driver surveys covering a variety of driver service issues, from service and repair through vehicle ordering to tyres.

The authors of the report suggest that a breakdown in communicating the WLTP changes accurately in advance, particularly where it impacted an order already in progress, were responsible for the NPS decline.

Paul Turner, executive chairman of APD Global, said:

“WLTP clearly had a major impact on vehicle leasing customer sentiment in 2019, even if its introduction was beyond the control of leasing companies.

“However, whilst this is true, the approach of some leasing companies to communicating the customer implications of the changes fell short of expectations.”
Despite the fall in NSP scores, Turner added that overall customer satisfaction remained constant at 84%.

2019 APD Business Driver Sentiment Report NPS scores

APD All Leasing Company NPS Trend 2017 2019

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