CBVC Vehicle Management is working to raise the standard in leasing customer satisfaction by investing in a leading automotive experience feedback tool.
The new APD Voice.360 platform will support CBVC’s drive to deliver the best possible customer service levels
Developed by APD Global Research, the Voice.360CX platform independently monitors the driver journey and experience, providing feedback that loops back into a continuous improvement process.
The solution highlights areas of success and where service levels can be improved and provides CBVC Vehicle Management with a Net Promoter Score (NPS) which demonstrates how likely customers are to recommend the service.
Mike Manners, managing director of the Staffordshire-based fleet management company, commented: “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’s investment in the new solution follows the announcement of its partnership with LV= General Insurance on the insurer’s new ElectriX one-stop shop for electric cars.
CBVC is providing electric car leasing offers as well as full in-life lease management for ElectriX customers and has expanded the customer service team to manage the new business volume.
Paul Turner, executive chairman of APD Global Research, remarked: “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.”