Driving positive

customer experiences

Find out how we support our dealer partnerships with
guidance and support across the country.

Delivering a great customer experience is vital for any organisation, whatever their sector. A customer satisfied with your service is more likely to:

  • Buy the car or finance agreement if they like and trust the way you operate.
  • Display loyalty and advocacy to help support sales in the long-term.

Investing in the customer experience

​Although many feared the impact of the updated Consumer Credit (CONC) framework when it was introduced, we felt its consumer-centric nature gave dealers a great opportunity to display trust and security to enhance their customers’ experiences. That’s why we’ve continued to invest in the support we give dealers in this area.

Black Horse customer contact programme

Our Customer Contact Programme (CCP) highlights our investment. It’s a simple process to help dealers boost the customer experience.

How CCP works

We ask a sample of clients to share their experience, usually within 48 hours of signing their agreement. Based on their response, your Account Manager will feed back to you by either:

  • Highlighting any areas you might want to review – perhaps amending a procedure or ensuring a particular compliance issue is given greater emphasis.
  • Confirming your business is delivering a positive customer experience with examples of outstanding service.

Benefitting the customer

If an issue of greater concern is raised, we can work with you to resolve the matter. This could be extra individual or business-wide training programmes to help instruct on the right ways to match CONC requirements.

Throughout, the aim is not to monitor the way you trade with customers, but to support you in creating great customer experiences and helping you deliver transparent, effective and compliant financial guidance.

Positive results

If an issue of greater concern is raised, we can work with you to resolve the matter. This could be extra individual or business-wide training programmes to help instruct on the right ways to match CONC requirements.

Throughout, the aim is not to monitor the way you trade with customers, but to support you in creating great customer experiences and helping you deliver transparent, effective and compliant financial guidance.

That upward shift in attitude could be key to increasing trust in your business and creating stronger customer experiences and that could be vital in helping you stand out. The Black Horse Customer Contact Programme gives you valuable insight into how your customers connect with you. For more information please speak to your Account Manager.