Case Study: Addison Lee improves CSAT and NPS with Sabio's Voice of the Customer solution

How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS during a period of extreme change

Addison Lee Group, one of the world’s largest managed premium car services, needed a more structured and responsive way to capture the Voice of the Customer across a rapidly changing, highly disrupted market. To support its customer experience goals, Addison Lee engaged Sabio and its Bright Navigator post-call survey solution to formalize feedback collection and gain clearer insight into the issues affecting customer satisfaction.

Sabio implemented Bright Navigator to deliver real-time customer surveys, break down feedback by team and advisor, and help Addison Lee act quickly on service issues. The result was a more unified Voice of the Customer programme, immediate insight into key drivers of CSAT and NPS, and consistently delivering NPS scores above the UK average. Addison Lee also used the feedback to strengthen coaching, training, and motivation, helping embed continuous improvement across the business.

Addison Lee

Dan Beeby

Customer Experience Operational Manager