Case Study: Moneybarn achieves industry-leading customer experience scores with Sabio Navigator

How Moneybarn used the Sabio Navigator Voice of the Customer feedback tool to help sustain industry-leading CX performance levels despite the pandemic

Moneybarn, a UK specialist lender for car, van and motorbike finance, wanted a better way to understand the customer journey and improve customer experience across every stage of service. Working with Sabio, the company moved beyond manual CSAT processes to capture the Voice of the Customer in a more consistent, real-time way, with the aim of putting customer feedback at the heart of its CX strategy.

Sabio implemented the Sabio Navigator Voice of the Customer solution, which sent SMS/email surveys after calls and provided agents and teams with live feedback, verbatim comments, and performance dashboards. The result was consistently high CX scores of over 90% during the pandemic, with Moneybarn outperforming national and financial services benchmarks by 7%, and over 10,000 customers giving a 5/5 satisfaction rating.

Moneybarn

David Shrimpton

Managing Director