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.
Recently, The Points Guy’s Megan Hunter wrote about her experience using her credit card’s roadside assistance.
“You’ll be happy to know the entire experience, from start to finish, couldn’t have been more effortless. All told it took an hour to get my car up and running again.”
Here are some of the best practices highlighted in this review:
1. Stay top of mind and clear on coverage
From our consumer research we have found that more than 25% of consumers miss an opportunity to use their roadside coverage because they simply forgot. But we also know that ensuring the consumer has a good understanding of their coverage also greatly impacts their experience.
2. Digital experience = Better experience
Megan leveraged the digital tools associated with her roadside program. She used location tracking to ensure that all the correct details were captured. The text updates and truck tracking provided her with confidence that help was on the way.
3. Transparency
The step by step status helped Megan understand where her request was and what she could expect. This helps reinforce how impactful transparency is to the roadside experience.
“I’ll certainly be adding this to the long list of reasons why I love my Chase Sapphire Reserve.”
For the full article, click here.
Shana Cooper leads the Product Marketing team at Agero. She joined the team in 2019 and has helped build and shape product content and education across all lines of business. Prior to Agero, Shana worked in a range of early stage start-ups covering everything from robots to biotech to IoT consumer products. She loves the challenge of helping to understand and communicate complex products. Shana has a BA in Chemistry from Colgate University and an MBA from Boston University.Recent Posts
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