Agero Engage

The quality of your customer's roadside assistance experience can make or break customer relationships. Here's how your partnership with Agero affects brand affinity and customer loyalty.

In today’s consumer market, the foundation of strong and long lasting customer relationships is built upon exceptional customer experience. When a brand steps up during a customer’s moment of need—resolving issues quickly, professionally, and with a touch of human empathy—it can be the deciding factor between losing a customer or cementing their loyalty for years to come. 

Enter roadside assistance. Roadside assistance is more than just a line item on an auto coverage policy–it's a valuable opportunity to build meaningful customer relationships by turning moments of need into opportunities to build trust and satisfaction. In fact, data reveals that customers who use their roadside assistance coverage are 35% more likely to renew their policies.

Here’s a breakdown of why roadside plays such a pivotal role in brand affinity, and how we’re helping clients optimize their programs to turn every roadside interaction into a win.  

When done correctly, a positive roadside experience is worth a thousand words (and an equal amount of NPS) 

For drivers, roadside events are never convenient—but for insurers, they offer a unique opportunity to boost brand perception. Here’s how:

Meet Jane. When her car broke down before a big presentation, her roadside program saved the day. Jane requested assistance through her insurer’s mobile app, which dispatched a service provider to her location quickly. Although she ended up needing a tow, it was taken care of promptly and securely–all at no extra cost. Jane even got a rideshare voucher to get to her meeting on time. This stress-free experience led Jane to give a top NPS score and recommend her provider to others.

Emergency assistance is the defining “Moment of Truth” for your customers, according to new Bain Research

Stories like Jane’s highlight the unique value proposition roadside has to offer, specifically its ability to transform moments of customer distress into ones of delight. A recent article from NPS Prism by Bain & Company reveals data from its 2024 U.S. Insurance Survey confirming how positive roadside experiences are directly tied to customer loyalty. It reports:

The above chart shows that Promoters, who make up 67% of respondents with positive emergency assistance experiences, have a relationship NPS (rNPS) of 72, compared to -16 for Detractors (12% of respondents).

The impact is evident. A single positive experience can turn a neutral customer into a Promoter: someone who views your brand as trustworthy because their needs are addressed effectively, influencing them to believe you provide the right products and services.

Promoters are vital to your business, driving organic growth with word-of-mouth marketing - boosting sales, enhancing brand reputation, and providing valuable feedback.

Meanwhile, a negative experience can turn a neutral customer into a Detractor: someone who feels their needs aren’t being adequately met and doesn’t find your brand trustworthy. 

The above chart shows that detractors are 2.6 times more likely to switch insurers than Promoters, with 21% of Detractors intending to switch compared to just 8% of Promoters. Among long-term customers, this trend is even more pronounced: Detractors with over five years of policy history are actually three times more likely to switch. Nearly half (46%) of Detractors, compared to 29% of Promoters, have shopped for insurance within the past year, often citing dissatisfaction with customer service and claims as the main reason.

If every customer is a dormant Promoter or Detractor waiting to be awakened by a roadside event, it’s no surprise why the quality of a roadside experience is the “Key Moment of Truth” that makes or breaks relationships with policyholders. 

Unlocking the secrets to a stellar roadside experience: 4 key factors that dramatically boost NPS

What creates Promoters during this crucial moment? According to Bain, it revolves around four key factors. The good news is you already have a roadside provider that not only delivers on these attributes, but does so with flying colors: 

1. Ease of Completion

Customers who found the process "extremely easy" experienced a 74-point increase in NPS.

Agero delivers a best-in-class customer experience through our rigorous approach to continuous improvement and operational excellence. In the last 18 months we improved overall NPS by 8 points by delivering on key initiatives to improve the ease, quality, and speed of our service experience. 

2. Timely Assistance

Getting help within two hours led to a 55-point NPS boost.

Agero has improved ATA by 5 minutes since 2021 and now delivers a median actual time of arrival of 47 minutes, which is 13 minutes faster than the estimated time of arrival customers receive at time of dispatch and well below the two-hour threshold in Bain’s study.

3. Streamlined Interactions

Satisfaction plummets with more than two interactions. While eNPS remains steady at 62 for one or two interactions, it drops sharply to 15 with three or more.

Nearly half of the roadside events serviced by Agero are completed without any assistance from an agent thanks to our optimized digital intake flow, proactive customer communications, and live event support.These agentless cases have an impressive NPS of 91.

4. Responsive Representatives 

Highly responsive reps drive an 81-point NPS boost, while immediate connections (55-point boost) and timely follow-ups (57-point boost) also make a significant impact.

Agero’s dedicated driver service teams respond to customer concerns quickly and effectively. They expertly anticipate and adapt to challenges that could otherwise cause customer dissatisfaction–helping to ensure that the customer experience is seamless and positive.

Agero’s innovative solutions set the industry standard for stellar roadside experiences. Our unmatched scale of serving over 12 million events each year enables us to deliver simple and seamless roadside assistance experiences for your customers each and every day.

Roadside assistance is more than just a service; it's a bridge to customer loyalty

At Agero, we’re more than just your roadside provider–we’re your dedicated partner. We recognize the critical role roadside assistance plays in brand perception and customer loyalty. That’s why we work hand-in-hand with you to unlock the full potential of your program, making roadside top of mind for your customers to drive higher recall, usage, and satisfaction. We have an arsenal of roadside-related consumer content at the ready for you to integrate into your communication channels including social media, email, direct mail and more.

When the Jane’s of the world find themselves stranded, roadside connects them to your brand in their time of need, bridging the Neutral-to-Promoter gap. Together, we can pave the way for exceptional roadside experiences, ensuring a smooth journey for your customers while driving business growth.