Article date: 20 December 2007
The results of the UK Roadside Assistance Study - an annual survey undertaken by consumer research company, J.D. Power and Associates - show that for roadside assistance, RAC ranks the highest for customer satisfaction.
The survey of over 3,000 UK motorists showed that RAC received the highest ratings for 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).
The study also highlighted that the use of subcontractors by RAC is one of the lowest in the industry, which is a key element of satisfaction for the motorist.
Karen Atkins, Research Manager at JD Power comments: "RAC continues to lead the other providers in the industry for roadside assistance, coming out top of our motorist survey for the second year running."
Neil Thompson, director of service delivery said, "We are delighted to maintain our lead in this award for a second year running which is a huge achievement for all in our Rescue Service Delivery team.
"We have also won the Patrol category every year since 2003*, which is a great testament to the dedication and passion of our team.
"It's great to see that our commitment to delivering exceptional service has been recognised by the people that really matter - our members."
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RAC Press office contact:
Vicki Burn on 01603 684224 / 07800 692909 or
Elinor Graveson at Staniforth on 0161 919 8025 / 07973 360 141.
Notes to editors
* The Patrol category indicates the overall satisfaction of customers (CSI) when attended to by a patrol.
With around seven million members, RAC is one of the UK's most progressive motoring organizations, providing services for both private and business motorists. Whether it's roadside assistance, windscreen repair and replacement, learning to drive, vehicle inspections and checks, legal and financial services or up-to-the-minute traffic and travel information - RAC is able to meet motorists' needs. RAC incorporates BSM, RAC Auto Windscreens, RAC Direct Insurance and HPI.
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 (part of Aviva). Norwich Union is the UK's largest insurer, insuring one in seven motor vehicles and with a market share of around 15 per cent.
RAC's news releases and a selection of images are available from the internet press centre at http://www.racnews.co.uk.