Case Study: Addison Lee achieves a 50% increase in customer satisfaction and higher conversion rates with DMI

Addison Lee - Customer Case Study

Addison Lee, the London-based private hire and chauffeur service, faced a need to put customers in control of bookings and improve its mobile experience to boost satisfaction and conversion. To address this, Addison Lee engaged DMI to modernize its apps and introduce single sign-on (SSO) and streamlined account/booking flows.

DMI redesigned the mobile experience and implemented SSO, simplifying sign-in and bookings and laying the groundwork for future loyalty integration and geographic expansion. The results were clear: customer satisfaction rose by about 50% and conversion rates increased nearly 50% versus the original apps, while SSO now enables Addison Lee to scale and add a loyalty program with DMI’s continued support.

Addison Lee