Automated feedback across Leasexpress’ lease lifecycle

Leasexpress is a leading specialist in novated leasing and vehicle finance solutions, serving businesses and employees across Australia. Based in Melbourne, their expert team has helped thousands of Australians find the perfect vehicle to suit their lifestyle and budget—whether it’s a new car, a quality used vehicle, or an extended lease.

While Leasexpress regularly gathered customer feedback, they lacked a structured and consistent process for capturing insights throughout the lease journey. They saw an opportunity to create a more proactive, data-driven approach—understanding customer needs not just at the start or end of a lease, but at every critical touchpoint.

To achieve this, Leasexpress partnered with Act XM to implement a formal, integrated customer feedback program that would help them track customer sentiment, improve service offerings, and drive continuous enhancements.

Leasexpress set out to capture customer sentiment at three key lifecycle stages: lease-inception, mid-lease, and post-lease.

We began by integrating Leasexpress’ existing systems with Qualtrics, enabling real-time feedback collection. Automated survey triggers enabled timely and relevant insights, allowing Leasexpress to respond quickly to customer needs.

To maximise impact, we developed targeted questionnaires for each touchpoint, and custom dashboards provided clear, actionable data. These insights allowed Leasexpress to identify trends, measure satisfaction, and refine business decisions. The program also highlighted opportunities for employee training and recognition, further strengthening their ability to deliver quality service.

With a sophisticated, real-time feedback system in place, Leasexpress has transformed its approach to customer experience management.

One of the most significant business decisions driven by mid-lease feedback was the refinement of Leasexpress’ fleet management approach. Customers expressed a need for a more flexible and personalised renewal process, so Leasexpress introduced greater lease extension and vehicle model options—resulting in higher customer satisfaction and retention rates.

By embedding feedback directly into their operations, Leasexpress can now continuously monitor customer insights and take proactive action, leading to:

• Smoother lease transitions
• Higher customer retention rates
• An enhanced leasing experience

Through their partnership with Act XM and Qualtrics, Leasexpress has successfully elevated its customer experience strategy, ensuring it remains a leader in innovation, service excellence, and customer satisfaction.