Engage, Respond, Retain
Our award-winning Voice360 programme seamlessly manages event based experience surveys from the data processing, management and quality reports to results and root cause analysis reporting.
This enables customers to identify satisfaction and dissatisfaction levels across multi event based service areas using everything from SMS and Webchat to social media and Apps.
Integrated online and adhoc Insight reporting and analysis provide clients with clear metrics such as NPS and Customer Effort and insights into key drivers of excellence and poor service and identify moments of truth.
Targets can be set, managed and monitored to prove improvement overtime and focus investment where needed.
A continuous improvement process is built in to manage change, sending out Email alerts that are triggered in real-time to ensure clients can proactively manage customer issues quickly and efficiently by working with supply chain partners.
Voice360 can be specified as a bespoke system or can be integrated into existing apps and CRM systems such as Salesforce, MS Dynamics, MySQL, Oracle or Google Analytics.
APD’s programmes are operational in 52 countries and 26 different languages and extend to APD Australia which has been successfully managing blue chip clients across Asia Pacific since 2008.
Features & Benefits
APD undertakes over 30,000 online customer satisfaction surveys each year for Nationwide Vehicle Contracts, one of the UK’s largest vehicle leasing brokers.
Forterra plc, the UK’s leading supplier of heavy building materials has appointed APD Global Research to manage its customer satisfaction programme.
Dublin-based ALD Merrion Fleet provides a first-class service to its 6,500 drivers achieving an overall Customer Satisfaction Index (CSI) score of 93% and a Net Promotor Score (NPS) of 80.