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Putting customers at the heart of everything we do As RAC attends more than 80% of breakdowns using our own resources, we have full control, visibility and ownership of the customer journey. From the initial call coming in, through to the selection and dispatch of the right resource to remedy each fault – RAC’s aim is to make every customer interaction effective, efficient and seamless.

CSI and NPS scores in the 90’s demonstrate the level of appreciation we receive from our customers and this leads to customer retention figures of 80%. Our customer journey is illustrated overleaf and we have a detailed roadmap to continually improve the customer journey involving deeper integration of our mobile, data and new technology.

To access RAC’s breakdown services, your customers can call our contact centre 24/7/365. Alternatively, RAC’s mobile app can be used to quickly locate customers, using GPS technology. To enhance the customer experience - we let customers know how long they can expect to wait to be attended, and we keep them updated by phone as standard – not just for exceptions. All customers are greeted with understanding and empathy by our trained call centre operatives and patrols. RAC use handheld PDA’s to give customers the opportunity to rate our service immediately after attendance at the roadside. This allows us to monitor performance and ensure customer satisfaction.