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The Road to Recovery

The road to recovery

We recently launched the Services Benchmarking Study, designed to help brand owners understand how their organisations rate across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort.

Our study also focused on benchmarking the top car breakdown providers. The good news is that for this sector when it comes to customer satisfaction, customers believe they receive good value for money, despite almost a third of customers contacting their breakdown provider for a call out.

However, as shown in our study whilst one in three have been with their current supplier for more than five years, financial reasons and poor customer experience will lead to policy cancellations.

Download our infographic “The Road to Recovery” which provides an overview of findings across the top breakdown providers including:

  • Breakdown of KPI metrics for breakdown providers
  • The key reasons for choosing a contract
  • Areas of poor customer experience that cause consumers to cancel
  • The role of switching and ditching – just how common is it?

Key methods for making contact with customer services

The Services Benchmarking Study has compared providers’ big and small, detailing in-depth information of how your company has performed against the competition.

Here at SPA Future Thinking we utilise Their Voice our bespoke Voice of the Customer programme to help leading blue chip organisations achieve greater customer engagement and improved business performance.

If you’d like to know more about our Services Benchmarking Study and find out how your business compares please contact Craig Strudley on +44 (0)1865 336 400.

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