Case Study: Vanarama achieves real-time customer feedback and faster issue resolution with Customer Thermometer

How Vanarama responds to customer feedback in real time

Vanarama, the UK’s largest van leasing broker with nearly 250 staff selling 1,200+ vehicles per month, needed more granular CSAT and NPS insight as interactions grew. Operations Director Jon Gilbert moved away from quarterly surveys because Vanarama couldn’t wait months to spot problems, and chose Customer Thermometer’s 1‑click surveys and dashboard to capture customer feedback at key touchpoints throughout the customer lifecycle.

Customer Thermometer was deployed to send automated 1‑click surveys at vehicle order, delivery and ticket closure, with real‑time alerts and verbatim comments visible on the CT dashboard. The high response rates and continuous feedback let Vanarama identify root causes and rectify process or partner issues far faster than before, share reports with dealers and funders, and recognise staff performance—giving measurable increases in feedback volume and much quicker problem resolution thanks to Customer Thermometer.

Vanarama

Jon Gilbert

Operations Director