AA Tops 2005 Roadside Assistance Index
The AA has been ranked as the top roadside rescue and recovery service in the annual JD Power 2005 Roadside Assistance Study. The survey records the opinions of over 23,000 motorists to create an index of customer satisfaction based on three main components – timing, performance of the patrol, and performance of the call handler.
With an overall customer satisfaction score of 823 out of a possible 1,000 the AA regained its position at the top of the rankings, for the fifth time in the eight years. The AA performs particularly well in two of the three customer satisfaction categories: performance of the call handler, taking into account operator friendliness, reassurance and time taken to answer the phone.
Green Flag made the most significant improvement in customer satisfaction, with a 25 index-point improvement since 2004. Green Flag improves across all factors, most notably mechanic/vehicle driver and timing.
The AA and RAC, the UK’s largest providers of emergency roadside assistance, have between them held the top two positions in the study for the past seven years. The AA ranked highest in 1999, 2000, 2002 and 2003, while RAC held the top position in 1998, 2001 and 2004.
Engine problems are the most common cause of roadside assistance callouts (27 per cent) followed by flat tyres (20 per cent) and other mechanical problems (17 per cent). Flat batteries (94 per cent) and flat tyres (90 per cent) are the problems most often fixed at the roadside.
“While the increasing complexity of cars brings new challenges, the roadside assistance providers are ensuring they can exceed the ever-increasing expectations of today’s motorists,” said Karen Gibbs, research supervisor at JD Power and Associates’ London office.
The most recent study represents the fourth year that JD Power and Associates has teamed with What Car? to conduct the study.