Fleet News

AA regains top service ranking in JD Power survey

THE AA has regained the top customer service ranking from the RAC in the 2002 JD Power and Associates UK Roadside Assistance Study.

The two breakdown organisations have wrestled over the mantle for the last five years, with the RAC holding the award in 1998 and 2001, and the AA in 1999 and 2000. The survey randomly selected drivers of V and W plate vehicles.

Of the 27,000 who responded, 14% needed roadside assistance during the first two years of ownership. The AA won with a ranking of 824 points out of a possible 1,000 – 15 more than the RAC.

The score is adjudged on 16 different aspects of the recovery and assistance experience, including time taken to arrive, which accounts for 48% of the score, courtesy and ability to do the job. AA managing director Roger Wood said: 'This is fantastic news coming hard on the heels of our best ever customer satisfaction results.

'In December, 97.5% of AA members said they were satisfied with the service they received at the roadside. The JD Power and Associates survey backs up these findings.'

JD Power also found that customer satisfaction was much higher when roadside assistance organisations used their own fleets, rather than sub contracting.

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