The research, powered by APD Global, draws out the most up to date trends in the vehicle leasing market with further insight provided by industry experts. You can access the survey at any time and the results are being regularly updated.
Analysis shows that whilst overall customer satisfaction (CSAT) remained unchanged at 84%, net promoter score (NPS) was down from 56 in 2018 to 53 in 2019 – as blame for vehicle delivery delays, caused by WLTP rule changes were directed at leasing companies.
LBF survey finds that funders want to only support the established Brokers. It is also suggested that the ability to differentiate from the competition will become more of a challenge as service offerings become more uniform across the sector.