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: [email protected] 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%