As this was my first year managing the Insurance Sector at CAP it was important for me to get a really clear picture of customer satisfaction. A Net Promoter Score survey was sent out in June to help me understand current satisfaction levels and to help obtain any feedback regarding product and service delivery improvements.

Firstly I was especially pleased with the response level, which tells me that our customers really value the opportunity to offer honest and comprehensive feedback on all aspects of our relationship with them. I am very grateful for this feedback and wish to thank all those who took part for investing the time to offer their views.

June 2013 results identified two main areas to address:

  • Is CAP Data Business Critial?

A number of customers suggested that whilst CAP data plays a very important role in their operations, it is not seen as business critical.

  • System Development

Some customers faced challenges with our current systems. Feedback suggested some work is needed to align our systems to current Insurance related processes and to enhance functionality.

To address these concerns we will conduct deeper discussions with customers to understand the Route Cause of how our data services are perceived. Further analysis is required to ensure we deliver a clear understanding among our customers of exactly what return they receive for their investment. Evidence and transparency are critical to proving CAP can be perceived as the key partner for data services within the Insurance Industry.

System development through Market Value Manager has been on-going for a few months as CAP have already recognised this is a key mechanism to deliver our data. Customers have recommended enhancements to bring this up to speed and further progress on this will be shared with customers in the next few months.

Once again, thank you for your honest feedback. I look forward to driving all the necessary measures over the coming year to keep improving the score. Of course, we are always open to feedback in the usual way too, so please don’t wait for our next survey and contact me if there is anything you would like to discuss.


Scott Chandler, Insurance Key Account Manager

Mob:       07525 989740 
Tel:         0113 222 2000
Fax:        0113 222 2001
Email:     scott.chandler@cap.co.uk
Address: CAP Automotive, Capitol House, Bond Court, Leeds, LS1 5EZ