Article date: 8 January 2009
RAC is the motorist's first choice for the third consecutive year when it comes to roadside assistance.
In the UK Roadside Assistance Study - an annual independent survey undertaken by consumer research company, JD Power and Associates - RAC ranks the highest in satisfying emergency roadside assistance customers. It has secured the top spot more times than any other breakdown provider.
The survey of 3,000 UK motorists showed that RAC was highly commended in all three factors driving customer satisfaction: timing (time taken for help to arrive and time taken at the scene), operator/dispatcher (including time taken to answer the phone, friendliness and reassurance) and mechanic/vehicle driver (includes appearance, courtesy and the ability to do what was needed).
In addition, the report shows that, in terms of service delivery, RAC's overall score has improved compared to 2007.
Neil Thompson, director of service delivery, said: "This is the sixth time RAC has secured a top spot since the survey began in 1998 and I am absolutely thrilled we have secured this hat-trick. It's a fantastic indication of how well colleagues' passion and enthusiasm for exceptional customer service is received by our members at the point of breakdown."
Susan Barnes, European automotive director at JD Power and Associates, said: "RAC has retained the top position in the 2008 study for the third consecutive year and has improved its overall performance year-on-year. The results also show that high levels of customer satisfaction with roadside assistance services have a particularly strong influence on a customer's advocacy of a brand, as well as the chances of keeping that provider. This places RAC in a strong position as customer advocacy rates are an important indicator of a brand's strength."
RAC Press office contact:
Vicki Burn on 01603 684224/ 07800 692909 or Sam Bramwell at Staniforth on 0161 919 8024/ 07738 196 667.
Notes to editors:
With around seven million members, RAC is one of the UK's most progressive motoring organisations, providing services for both private and business motorists. Whether it's roadside assistance, learning to drive, vehicle inspections and checks, legal services or up-to-the-minute traffic and travel information - RAC is able to meet motorists' needs. RAC incorporates BSM and RAC Insurance.
RAC is committed to providing the very highest levels of service to its members and has been ranked first for customer service by JD Power and Associates' UK Roadside Assistance Study for three consecutive years.
Aviva bought RAC in May 2005. The acquisition brings together RAC's powerful brand and customer base with the expertise and leading position in motor insurance of Norwich Union Insurance (soon to be Aviva). Norwich Union is the UK's largest insurer, insuring one in seven motor vehicles and with a market share of around 15%.
RAC is part of Aviva, the world's fifth largest insurance group which operates in 27 countries.
RAC's news releases and a selection of images are available from the internet press centre at www.racnews.co.uk.