UK Institute of Customer Service Index (UKCSI) Benchmarking Performance – MotoNovo Finance Delivers a ‘Stellar’ Result
The UKCSI is the UK’s largest cross-sector customer benchmarking study engaging with over 10,000 customers who created 45,000 responses across thirteen market sectors. On customer feedback, market from 0 – 100, MotoNovo’s ranking represents a very positive result for the business, which was benchmarked against many of the UK;’s most prominent banking and building society brands.
Across the UKCSI, only First Direct’s (86.6) customers rated their customer experience better than the experience rated by MotoNovo Finance’s customers. It meant the business outperformed highly regarded entrants such as Starling Bank and Metro and ahead of the established High St brands who all took part in the exercise.
MotoNovo outperformed the banking/building society sector in crucial activities, including; Experience, Emotional Connection, Customer Ethos and Ethics. In terms of the key benchmarking of being easy to work with, MotoNovo comfortably led the way in its market sector.
Customer likelihood to recommend MotoNovo, created a separate Net Promoter Score (NPS) of 54.6, which was more than double the sector average (24), which itself was marginally ahead of the all-sector NPS of 23.5.
Reflecting upon MotoNovo’s success, Chris Rowthorn, Director of Motor Sales Operations, noted; “We are thrilled with the latest benchmark result from the UK Institute of Customer Service, which sustains the theme from previous results. It is a stellar result for our dealer and broker clients and us. High levels of customer satisfaction saw a significant 8.5 out of 10 ranking from customers for their intention to remain with us in the future. Since dealers and brokers are critical to our distribution, this is great news for them as well. After all, we are in this together.”