RAC is number one for breakdown customer service

Article date: 10 February 2010

A major new survey has revealed that RAC has once again topped the charts for customer service amongst breakdown service providers in the UK.

The UK Customer Service Index (UKCSI), from the Institute of Customer Service, is a national measure of customer service that takes place every six months. The Institute asked 26,000 UK adults how well companies and organisations performed in key customer priority areas such as professionalism, quality and efficiency, ease of doing business, problem solving and timeliness.

For the second consecutive occasion, RAC not only achieved a higher score than any other breakdown provider, but at 84%, it was also ranked seventh overall best customer service provider across all sectors including retail, services and automotive.

These results follow the recent annoucement that RAC also ranked first for customer satisfaction in the J D Power and Associates’ UK Roadside Assistance Study for the past four years.

Neil Thompson, director of service delivery, RAC, said: “I am of course delighted with these latest figures. It clearly demonstrates our ability to consistently deliver exceptional service to our members when they call us for help. I am also proud of this achievement as not only are we seen as the best in the breakdown industry but also as one of the best customer service organisations in the UK.

“With the recent freak weather conditions, we’ve been busier than ever and it’s great to know our customers see us as the best in the business.”


RAC Press office contact:
Vicki Burn on 01603 684224/ 07800 692909 or Heather Price at Staniforth on 0161 919 8010/ 07966 652056. 

Notes to editors:

For further information regarding the UKCSI, please visit http://ukcsi.com/

About RAC
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, insurance, vehicle inspections and checks, legal services or up-to-the-minute traffic and travel information - RAC is able to meet motorists' needs.

RAC is committed to providing the very highest levels of service to its members and has been ranked first for customer satisfaction by J D Power and Associates' UK Roadside Assistance Study for the last four years and the top-named service organisation in the July 2009 and January 2010 UK Customer Satisfaction Index from the Institute of Customer Service.

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 Aviva UK Insurance (formerly Norwich Union Insurance). Aviva is the UK's largest insurer with a market share of around 15%.

RAC is part of Aviva, the world's fifth largest insurance group which operates in 28 countries.

RAC's news releases and a selection of images are available from the internet press centre at www.racnews.co.uk.

About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead and raise customer service performance and professionalism.

The Institute is a membership body with a community of more than 350 organisational members - from the private, public and third sectors - and around 7,000 individual members.

For more information about the Institute of Customer Service go to: www.instituteofcustomerservice.com

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