At the top of the page, the Performance Metrics section presents data for your policyholders and combines metrics for your office and your state. This section offers a tailored overview of the roadside experience for customers within your managed book of business.
You can filter dashboard data by NPS category - promoters, neutrals or detractors - or by complaints, allowing you to narrow down customer feedback. It's also possible to filter by time frame, using presets or a customer range, to view events completed during a specific period.
Net Promoter score (NPS) is referenced throughout Roadside AID. NPS is derived from a text message survey sent to customers after each roadside event, where they rate their likelihood to recommend the service on a scale of 0 to 10. The score, ranging from -100 to 100, is calculated by subtracting the percentage of detractors (0-6) from promoters (9-10).
Clicking "View Performance Breakdown" provides a detailed look at policyholder experience, including the Net Promoter Score Category, NPS by service type and NPS trends for your office and state. This section also covers ACtual Time Arrival (ATA) distributions and trends, alongside job completion rates, complaint rates an digital intake trends.
The survey feedback section offers insights into specific policyholder experiences, allowing you to filter for customer comments. Positive feedback creates opportunities for targeted outreach to happy customers. Negative feedback enables proactive support for unhappy customers, showcasing a commitment to exceptional service.
The Roadside Events section provides a near real-time view of active and recent activities, updating every ten minutes with key details for your policyholder events. For each event, you can see the service type, customer details, disablement location and NPS score, along with detailed progress information for ongoing or completed jobs.