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The challenge
Founded on the principle of delivering a best-in-class customer experience, Synergy Car Leasing, the UK’s Fastest Growing Leasing Broker in its class 2019-20, supplies all makes and models of new vehicles nationally to both businesses and private individuals.
Having spent over five years painstakingly gathering their own feedback, as the business continued to grow, they found the process was becoming too labour intensive, and the results, no matter how impressive, were just not having the desired impact. They needed a strong platform that enabled them to collect independent reviews that would increase consumer confidence in their service and would save them time by automating the feedback collection process.
“Delivering an exceptional customer experience underpins Synergy Car Leasing's every action. As the world’s most trusted independent ratings and reviews platform, Feefo transparently and independently verifies our customer reviews in real time. Enabling us to track our “world class” Net Promoter Score of 94.”
Paul Parkinson
CEO & Founder
The solution
Having the increased visibility of real reviews from verified customers has allowed Synergy to further enhance their reputation, credibility and success for delivering an excellent customer experience – the very principle on which the business was founded in 2006. Synergy has been recognised by Feefo for consistently delivering a best-in-class customer experience, achieving the Feefo Gold Trusted Service Award for 6 consecutive years and is now a winner of the first Feefo Platinum Trusted Service Award.
Feedback is openly shared among the Synergy team on a regular basis, creating a continuous improvement culture within the company; with valuable insights gained driving further improvements to customer experience. It facilitates connectivity with the customer and gives the ability to respond in a meaningful way.
The streamlined feedback collection process integrates with Synergy’s own CRM, automatically distributing feedback requests to every customer upon successful completion of a transaction.
This new process has saved Synergy 8.5 working days a year on average, freeing up valuable resource to focus on other aspects of the business, such as optimising website performance, refining their customer experience and delivering their growth strategy.
The results
Synergy has now collected over 6000 verified product and service reviews, with an outstanding response rate to feedback requests of 47%. The volume and depth and breadth of feedback is helping Synergy to enhance the relevancy of their reviews.
Synergy have further improved the organic visibility of their reviews and website by ensuring that each car model’s page contained brand-specific reviews. This is allowing customers to view feedback relevant to the vehicle they’re interested in leasing - as well as the excellent service levels received by fellow customers ordering the same car.
Since working with Feefo, Synergy have seen a significant boost in website performance. As an integral part of a wider website optimisation project, traffic increased by 100% over a 12-month period, with overall conversions increasing by over 60%.
Using Feefo also gives Synergy the opportunity to track their Net Promoter Score (an industry recognised standard for accurately measuring customer service), giving them valuable insight into the quality of their customer loyalty and satisfaction. Over the past 4 years they achieved a ‘world class’ NPS score of 94 against an industry average of 40, offering further proof to potential customers of their exceptional customer experience.
