Skip to main content

How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS

Sabio InsightCustomer ExperienceTravel + Leisure
How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS

Since its formation in 1975, Addison Lee Group has grown to become one of the world’s largest managed premium car services. The group now operates across some 350 cities worldwide, expanded recently with the acquisitions of Tristar and Flyte Tyme, and now completes over 10 million customer journeys a year.

The Challenge

Addison Lee Group needed a way to formalise its customer feedback activities, and wanted a more responsive approach that would allow it to capture its Voice of the Customer efficiently.

The Solution

Addison Lee engaged with Sabio to deploy its Bright Navigator post-call survey tool and to benefit from real-time customer satisfaction surveying as part of its Voice of the Customer programme.

The Results

Addison Lee Group was able to deploy Bright Navigator and accelerate its Voice of the Customer programme. Results include:

  • Consistently delivering an NPS score that’s above the UK average
  • Gaining immediate insight into key issues impacting customers
  • Being able to identify the company’s real NPS and CSAT drivers

Download the Case Study

Start your journey with Sabio

Start your journey with Sabio

If you’re interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Call us: +44(0)344 412 3000 Email: [email protected]

Related resources

View all resources

Share

Speak to an expert

If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.

Can I help?