It's official - RAC is the motorist's first choice when it comes to roadside assistance.
It's official - RAC is the motorist's first choice when it comes to roadside assistance.
In the UK Roadside Assistance Study - an annual survey undertaken by consumer research company, JD Power and Associates - RAC ranks the highest in satisfying emergency roadside assistance customers.
The survey of 3000 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 highlighted that the use of subcontractors by RAC is significantly lower than other providers, which is a key element of satisfaction for the motorist.
Karen Gibbs, research manager of JD Power and Associates, said: "RAC is one of the organisations that relies heavily on its own fully branded, in-house fleets of vehicles, whereas some other providers operate through a network of subcontractors."
Neil Thompson, director of service delivery, said: "We have won the patrol category every year that the survey has been running, so we were thrilled to maintain our exceptional record.
"This award is testament to our commitment to putting customers first and delivering exceptional service every time. We have become the number one choice for motorists."
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RAC Press office contact:
Adam Cracknell on 01603 684916 / 07800 699 517 or Jon Clements at Staniforth on 0161 919 8022/ 07989 414 486 or Sam Bramwell at Staniforth on 0161 919 8024/ 07738 196 667
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 15 per cent.
A selection of images are available from the RAC newsroom Media library.