RAC is number-one
RAC is the UK’s number-one breakdown provider for customer service – for the third time in a row.
The accolade comes from the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) – a twice-yearly measure of 26,000 adults who are asked how well companies and organisations perform in key areas including professionalism, quality and efficiency, ease of doing business, problem solving and timeliness.
For the third consecutive occasion, RAC achieved a higher score than any other breakdown provider and joins the elite company of customer-focussed organisations to achieve a customer satisfaction score over 80%.
Neil Thompson, director of rescue service delivery, RAC, said: “This is a clear recognition of RAC’s commitment to deliver excellent customer service to our members when they call us for help, and reinforces the drive all RAC staff have to be the top customer service professionals in the industry.
“To be the top-named breakdown provider for the third successive occasion is not only a great achievement but also demonstrates our ability to consistently offer outstanding service.
“The exceptional weather at the beginning of the year led to one of the busiest times in RAC’s history. Its great to see that against that backdrop we were able to deliver exceptional service at a time when our customers needed us most.”
This result supports the J.D. Power and Associates’ UK Roadside Assistance Study where RAC has been ranked first for customer satisfaction for the last four years.
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Notes to editors
For further information about the UKCSI, please visit www.ukcsi.com
About RAC
With around seven million members, RAC is one of the UK's most progressive motoring organisations, providing services for both private and business motorists. Whether it's roadside assistance, insurance, vehicle inspections and checks, legal services or up-to-the-minute traffic and travel information - RAC is able to meet motorists' needs.
RAC is committed to providing the very highest levels of service to its members and has been ranked first for customer satisfaction by J.D. Power and Associates' UK Roadside Assistance Study for the last four years and the top-named service organisation in the July 2009, January 2010 and July 2010 UK Customer Satisfaction Index from the Institute of Customer Service.
RAC Insurance has also been awarded the Best Overall Vehicle Insurance Provider 2009/10 by themoneypages.com
RAC is part of Aviva, the world's fifth largest* insurance group, serving 53 million customers across Europe, North America and Asia Pacific.
*based on gross worldwide premiums at 31 December 2008
About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead and raise customer service performance and professionalism.
The Institute is a membership body with a community of more than 350 organisational members - from the private, public and third sectors - and around 7,000 individual members.
For more information about the Institute of Customer Service go to: www.instituteofcustomerservice.com
