breakdown cover the road to recovery - future thinking · pdf filequality of product / service...
TRANSCRIPT
Had need for a call-out in the
past year
7.9
CES IS THE BEST MEASURE FOR PREDICTING LOYALTYHow do breakdown providers compare when it comes to ease of doing business? The answer is ‘pretty well’, especially in comparison to Media and Utilities. But is Customer Effort Score the best measure for predicting loyalty? Our analysis clearly shows the positive impact an effortless experience can have for breakdown providers
Choosing a providerLoyalty is high. When it comes to car breakdown, the leading two providers are picked for trust, although price is a factor for others.
47%
16%
47%
24%
45%
51%
62%
58%
Personal recommendation
Cheapest
Good reputation
Excellent customer service
Best value for money
Easy to deal with
Consistent and reliable
Quality of product / service offered
Customer Effort Score
NET PROMOTER SCORE
Future Thinking has been tracking customer experience KPI's for our clients for many years. With the correct disgnostics, we can really help to make a difference.
It's easy doing business with Breakdown companies Loyalty Further business
Intended continuation of custom
84%agree
84%
10%
87%
10%
2%
70%
3%
70%
18.8
TenureAverage tenure is very much middle of the range compared to other services
% who agree with "satisfied with the value provided"
% who agree with "intending to continue being a customer"
20
15
10
5
Reasons for loyaltyWith ease, satisfaction and speed scoring so highly, it’s most probably because they are providing the exact service customers are paying for and want.
How do breakdown providers stack up against other services in terms of key metrics? We correlated 5 key metrics including Customer Effort Score and found that car breakdown is the top performing service we measured.
OVERALLSATISFACTION
OVERALL SATISFACTION | 0-10 TRUST | 0-10 NET PROMOTER SCORE | 0-20
0 - 10 rating0 - 10 ratingTRUST
0 - 20 rating
HOW BREAKDOWN SERVICES COMPARE TO THE MARKET
6
9
5
8
4
7
321
Banking/finance
Emergency cover/ home
security
Insurance Utilities Media
8.1 8.1 8.0 7.6 7.66 12
9
5 8
8 20
4 4
7 16
3 02 -41 -8
Banking/finance
Banking/finance
Emergency cover/ home
security
Emergency cover/ home
security
Insurance InsuranceUtilities UtilitiesMedia Media
7.915.5
7.7
11.5
7.1
1.4
7.6
9.4
7.0
-6.5
KPI's
VALUE PROVIDED
Banking/Finance
83%
Emergency cover/home security
83%
Media
75%
Media
74%
Utilities
71%
Utilities
71%
Banking/Finance
85%
Emergency cover/home security
78%
agre
edi
sagr
ee
Low effort Low effortHigh effort High effort
THE POSITIVE IMPACT OF AN EFFORTLESS EXPERIENCE IS CLEAR TO SEE
8.2
84%
Car Breakdown
74%
Car Breakdown
Water supply
years
Current account
Personal health cover
Electric supply Broadband/
internetHome
insurance Pet insurance
Vehicle insurance
15.2 15.0
9.88.8 8.1 7.1 6.1
4.1 4.1
Gas supply
8.0
10 yrs 1 mth
9 yrs 4 mths
3 yrs 10 mths
Company ComparsionHow do the leading providers measure up?
IMPORTANCE OF PRICE FOR CONSUMERS
35%
34%
20%
18%Only 3% were not covered
Agreed it was easy to make a
call-out Were satisfied
with the outcome
Were happy with the time it
took
95%94% 94%
3%8%
Breakdown Cover | The road to recovery
Future Thinking conducted the Services Benchmarking Study in August 2015 with 754 breakdown cover consumers. If you would like to find out how your business scored please contact a member of the services team. All data courtesy of Future Thinking
Craig Strudley Research Director [email protected] | +44 (0)1865 336 400 www.futurethinking.com