APD Research & Conduct Compliance

As a member of the LBF, you have full access to APD’s SaaS programmes which enable Brokers to collect and control customer feedback to monitor and promote your brand’s quality to new customers and evidence conduct and behavioural compliance with Lenders and the FCA.

Specially designed for the sector, our programmes act as a firewall to outside scrutiny allowing commercial insight to remain private and dissatisfaction and customer issues to be managed on Brokers’ terms and not full view on public online review platforms until resolved.

360 Toolbox
Please find out more about what APD Research & Conduct Compliance can offer by clicking on the options below
1

Broker360

Engage – Respond – Retain

Broker360 collects and manages customer survey results, enabling Brokers to have 24/7 insights and weaponising their scores for marketing purposes. It avoids the risk on public review sites like TrustPilot of harmful reviews by acting as a shield between results and publication online by scrutinising and polishing the final results before automatically uploading to Feefo and Google Rate to boost SEO and visibility for your brand.

2

Talkback360

 Listen – Log – Learn

Our Talkback360 platform helps triage and classify in-bound customer, supplier or colleague communications and efficiently direct them to the relevant individual to manage and action quickly and efficiently. Our dashboard helps report and categorise inbound communication in a highly visual fashion and generate powerful reports.

3

Sentiment360

Listen – Analyse – Reveal

Our Sentiment360 analytics tool uses augmented intelligence (AI) to identify and amplify messages which otherwise remain hidden in conventional customer feedback.

Sentiment360 is compatible with our suite of monitoring programmes and can integrate with third party customer experience (CX) platforms to access review sites and social channels.

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Compliance360

Assess – Monitor – Comply

APD’s conduct compliance programme ensures that Broker and AR’s have evidence on customers understanding and satisfaction with the financial process. Seen through the customer eyes, this programme enables Brokers and re-assures Lender that monitoring sales teams’ behaviour is recorded and provides evidence that meets the FCA directives on Commissions, Transparency, and Affordability.

To find out more about how APD Research & Conduct Compliance can enhance your customer engagement, fill out the form below.

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