Motorists who break down can now give RAC patrols instant feedback on their satisfaction with the service – thanks to state-of-the-art handheld technology.
Motorists who break down can now give RAC patrols instant feedback on their satisfaction with the service – thanks to state-of-the-art handheld technology.
RAC’s 1,700 rescue patrols across the UK have been issued with PDAs that customers can use at the roadside to record their views on response times, the skill of patrols and call-centre operators and overall service satisfaction. It takes customers just seconds to answer a questionnaire on the handheld device, and the information is instantly relayed to the RAC’s management information systems department where the results are processed within 24 hours, allowing RAC to speedily address issues.
“Since rolling out the new devices we have increased the feedback rate from customers to around 75%. They are happy to record their satisfaction on the spot,” said project manager Pam Dutton. “Previously, only about a quarter of customers remembered to fill in a feedback postcard and return it by post. And the data took six weeks to process.
“Now we have a very quick turnaround of data, giving us the chance to quickly resolve any issues and keep customer satisfaction levels high. By asking very specific questions – for example about the patrol’s knowledge or even their appearance – we can spot trends in patrol performance and address issues via specific training.”
The PDA can be set up to provide RAC’s motor manufacturer customers with specific, tailored questions that give them valuable feedback. RAC handles around 2.5 million breakdowns a year in the UK, providing specialist support and equipment 24:7 to aid vehicle repair, rescue and recovery.
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RAC Press office contact:
Jon Day on 01603 209287/07800 690555
Staniforth:
Ruth Devlin 0161 919 8025/07900 215427 or Jon Clements 0161 919 8022/07989 414486
Notes to editors:
About RAC
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 14%.
RAC’s news releases and a selection of images are available from the internet press centre at www.racnews.co.uk.