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ADP launches ‘live’ business driver satisfaction tracker

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APD Global Research has launched a ‘live’ tracker on business driver satisfaction which includes franchise dealers and independent service networks.

Compiled from driver feedback collected by APD’s Voice 360 programmes in use with vehicle leasing and fleet management companies and super brokers, aggregated data from over 360,000 drivers tracks satisfaction across the ownership cycle.

This commences with the vehicle order and concludes with the end of contract collection, it said, and provides a reference point for leasing companies who are having to mix up franchised dealers and independent service suppliers to meet their customers’ drivers’ servicing and MOT requirements.

APD Global Research sais this is particularly relevant in London where waiting times to get a car serviced can be 4-6 weeks.

APD Global Research’s head of research Andrew Skelhorn (pictured) said:  “We believe our analysis offers a different perspective to tracking ownership cycles and will enable leasing suppliers to gauge the true performance of each stage of the supply chain.”

Overall trends are updated monthly on APD’s website, with reporting of the performance of franchised dealer and independent networks ranking by brands and league tables of dealerships and independent’s branch locations, available on subscription.

The latest findings show current driver satisfaction is on an upward curve. The underlying reason, according to an analysis of verbatim driver comments, has been the improvement in speed and accuracy of communication between leasing companies and their third-party supplier networks when arranging delivery dates and routine servicing and repairs.

Other positive trends include a more customer-centric approach when asking drivers for feedback.

This includes a refinement in service supplier feedback programmes to shorter questionnaires that quickly allow drivers to communicate positive aspects of their experience, as well as queries and concerns, it said.

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