We are serious about our mission to help drivers get their days back on track after a breakdown. By fulfilling this promise we not only make a meaningful difference for drivers who are having a truly bad day, we also help our insurance and automotive clients build customer loyalty. We regularly conduct research with consumers to keep a pulse on the market, inform our product strategy, and support our clients’ marketing efforts. To help us understand how consumers respond to breakdowns, we surveyed several hundred drivers to tell us about their experience during a recent roadside event.
Here at Agero we get a firsthand glimpse at the daily disruption that tens of thousands of Americans face when their transmission fails on the highway or their battery dies in the mall parking lot. Most drivers will spend a few hours resolving the problem, get on with their day, and hope they don’t need to think about car issues for a long time.
Based on consumer research we have found that consumers who use sponsored roadside support have a great affinity to their roadside provider. In fact, this can have a dramatic impact on NPS even for consumers who don’t take advantage of the benefit.
At Agero, we take pride in leveraging our network and systems to support consumers on the side of the road. We recognize that we have an opportunity to not just service but also delight our consumers, turning this unexpected and unfortunate event, into a loyalty building event for our clients. We regularly survey consumers to better understand their experience. Based on this data across millions of dispatches, we are able to establish a few actions that insurance and automotive roadside programs can take to help improve the experience of consumers.