- New Feefo partnership optimises the effectiveness of customer service experience measurement and respondent feedback
- APD clients benefit from greater external visibility of their customer experience and service excellence
- Companies will benefit from Feefo’s trusted platform and strong search engine relationships
APD Global Research is partnering with global reviews and insights company, Feefo.
The partnership will enable existing customer experience and service reviews to be turned into powerful outward-facing Feefo ratings, linking internal and external metrics in one seamless process, says APD.
The research company currently collects driver feedback each month via its own award-winning Voice 360 platform . This platform measures satisfaction, recommendation and retention levels across all elements of the sales and ownership experience.
APD Voice 360 users will now have the option for this data to be translated into individual Feefo scores, including any verbatim comments and a customer experience star rating out of five.
Feefo has a partnership with the Google, Yahoo and Bing, and each time a review is completed it is recorded as fresh new content by these search engines which help drive traffic to company websites.
“This ground-breaking new Feefo partnership gives our Voice 360 clients an option to achieve greater visibility of their service excellence to the outside world,” explained Paul Turner, Executive Chairman, APD Global Research.
“This will allow us to provide an improved research experience within Voice 360 by minimising the amount of times customers are often contacted for feedback, whilst optimising the use of the data we are collecting.
“Feefo’s reputation as a trusted online reviews platform, and its strong relationship with all the major search engines will help our customers increase their online presence. This will be particularly powerful for the car makers, dealer groups and online car brokers that we work for,” he added.
“This is an exciting initiative for both parties,” explained Tshili Khupe, Feefo’s head of partnerships. “APD collects quality information that currently remains invisible to the outside world. By using Feefo, that data will become much more visible. We know that by making customer feedback more visible we can have a huge impact on clickthrough rates, which ultimately drives sales and revenue for businesses,” he added.
