SPA Future Thinking conducted the Services Benchmarking Study in April 2014 with 3,500 consumers across finance, utilities, media, insurance and emergency cover service sectors.

If you would like to find out how your business scored please contact a member of the services team.

E: info@spafuturethinking.com T: +44(0)1865 336 400

Data courtesy of SPA Future Thinking

www.spafuturethinking.com innovation intelligence inspiration

THE ROAD TORECOVERY

Half have cancelled a car breakdown

policy for financial reasons

SWITCHING & DITCHING

THE EXPERIENCE

A BETTER DEAL

KEY PERFORMANCEINDICATORS

Almost one third of customers contacted their breakdown provider for

a call out

GETTING INTOUCH

IT’S TIME TO CHOOSE

REASON FOR CONTACT

HOW DO YOU MEASURE UP?

80% of the customers we contacted felt they received good value for money from their car breakdown provider

We correlated 4 key metrics against ‘intention to continue being a customer’ and found that perception of value for money correlates the most with intention to remain a customer...

At a broad level, financial services topped all three KPI’s. Utilities is seen as the worst performer; emergency cover is middling in comparison.

INSURANCEFINANCE

UTILITIES

EMERGENCY COVER

MEDIA

33% have contacted their car breakdown provider in the past year 83%

17%

63% 21% 14%

Better deal elsewhere

Too expensive

Price rise

Two thirds who cancelled a policy for financial reasons found a better deal elsewhere

Cost ranks as the most important factor when selecting a car breakdown provider, but more than half of consumers state something else...

Reputation

Ease of set up

Speed of Response

Word of Mouth

Terms of Contract

6%

Customer Service

8%24%

Quality

Cost

46%

8%2%

4% 4%

Providers across 20 service areas were rated across 3 widely used KPIs.

Phone contact still dominates although electronic contact is increasing, especially among younger customers

32%Call out

19%Policy renewal

8%Policy purchase

8%Billing enquiry

8%Change account details

4%Cancel or complain

Service didn’t meet my needs

Financial reasons

Poor customer experience

49% 20% 11%

Areas of ‘Poor Customer Experience’ that cause consumers to cancel

Poor customer service

36%

Product wasn’t as expected

10%23%

Effort involved to get

anything done

Billing issue

20%

£

50% have NEVER switched provider.

1 in 10 have switched 4 times or more

50% have been with their current supplier for less than 2 years

2014

We’ve compared the market across 5 main service sectors.As part of our service providers study we’ve benchmarked

the top car breakdown providers. If you want to knowhow your business compares then give us a call, we’d

be delighted to share.

Almost 1 in 3 have been with their current supplier for more than 5 years

0-10 rating of satisfaction

0-10 rating of likelihood to recommend

OVERALL SATISFACTION

NET PROMOTER

CUSTOMER EFFORT

Percentage of customers who agree that the company made

dealing with them easy

7.82 +11 87%