Customer service surveys
- Monitor vehicle hand-over process provided by dealer partners
- Customer satisfaction check to improve experience for online buyers
- Bridge between Nationwide and its customers
LEASING broker Nationwide Vehicle Contracts (NVC) has appointed APD Global Research to undertake its 30,000 customer service surveys each year.
The broker, which supplies thousands of vehicles to both business users and private individuals, each year uses 300 franchised dealers who supply and deliver cars and vans to customers all over the country.
However, as an online business with no face-to-face contact with its customer, it wanted to build up a better idea of the service its own team and its suppliers were providing and as a solution Nationwide appoints APD.
APD Global Research has implemented an extensive and online bespoke customer feedback process through its Voice 360 system.
The survey has been tailor-made to Nationwide’s specifications covering everything from the order process, the car delivery experience and then 12 months on how happy the customer has been with the vehicle.
It also asks questions relevant to its obligations under the Financial Conduct Authority (FCA) to ensure it ‘treats customers fairly’ to ensure constant compliance.
APD’s CEO Rob Whalley said: “With a high commitment to customer service, Nationwide needed to find a way to gather feedback and tackle individual issues which arise from its own team and suppliers.
“With few direct customer contact points, Nationwide wanted to understand how its extensive network of franchised dealers which supply the vehicles performed. As the dealer is the main customer contact point on the delivery of each car it is important this experience is 100% and if not we need to know why.
“Voice 360 is a dashboard system that provides Nationwide with on-going intelligence. It incorporates a traffic light system where any urgent issues are flagged red to indicate immediate action is required whilst amber highlights any less immediate issues we need to address.”
Nationwide non-executive director Keith Hawes said: “We believe we are leading the way in the broker sector by putting measures in place to understand our customer experience and our supplier’s service in more detail.
“This is a major investment but enables us to connect with our online buyers while helping us adhere to our FCA obligations which sit at the heart of our business model,” he added.