Fleet News

RAC comes out top in JD Power customer survey

THE RAC has narrowly topped JD Power & Associates' first customer satisfaction survey of roadside assistance organisations. JD Power, famed for its car customer satisfaction surveys, measured the performance of motoring organisations in almost 5,000 breakdowns, of which 1,413 were company cars.

It found the key elements in determining customer satisfaction were time of response, the helpfulness of the telephone operator, and the assistance delivered by the patrol at the roadside.

Dave Sargent, JD Power's director of European operations, said: 'The overall narrow result between the four major organisations (AA, RAC, Green Flag and Mondial Assistance) disguises the substantial gaps that exist between the competing companies on different elements of the roadside experience. This suggests there is room for each of them to improve.'

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