Top Breakdown Recovery Services ... We Think. Can you trust surveys?

NCD News: Breakdown Recovery Services - 07.07.08

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Top Breakdown Recovery Services ... We Think. Can you trust surveys?: Recently, Auto Express released its survey of top recover service providers - the results surprised many people. According to the survey, the top, in order, are:

Top Recovery Breakdown Services according to Auto Express:

1) GEM
2) Autonational Rescue
3) RAC
4) National Breakdown
5) More Th>n
6) Green Flag
7) AA
8) Norwich Union
9) Tesco
10) Direct Line
11) Churchill

The surprising thing was that the #1 spot was held by a relatively small company like GEM. In our Web research, however, GEM policyholder bloggers were very positive about the service received from that company. One such blogger on dooyoo.co.uk praised GEM not only for its great service and low prices, but clarity of terms and ease of navigation on the company's website. Yet, a similar survey by consumer group Which? had very different results. In its July survey, giants like AA and the RAC held the top spots, with GEM not even cracking the list. The Which? survey results are below.

Top Recovery Breakdown Services according to Which?:

1. AA
2. RAC
3. Britannia
4. Direct Line
5. Mondial
6. Green Flag
7. More Th>n
8. Europ Assistance

Why the difference? Different surveys may use slightly different statistical methods, but the most important thing to consider in comparing breakdown recovery services is the benchmarks that are used. Different benchmarks can produce different survey results. For the average car owner, important metrics to consider in any breakdown recovery service are:

Price: Implicitly, you will always have a trade-off between the price an insurer charges and the service you will get. However, this does not mean than a discount insurer cannot provide the specific type of coverage that you need. If you have a short commute each day in an urban area, for instance, a high-priced, speedy service may not be of great importance to you. Conversely, if you have a long motorway commute each day, you might want to pay a little more for speedier, more comprehensive care.

Speed of service: If you are apprehensive about waiting long for service (and remember, breakdowns can occur at night, too), you might want to choose a service that will get to you quickly. Most rescue providers will quote something like 40 minutes but pay attention to whether that figure is their "average call-out time" or their "aimed call-out time". Sneaky difference when you think about it. Incentives like money-back if they don't reach you within an hour are available from several providers which displays their intent towards fast service.

Technical Expertise: Some breakdown service providers are known for outstanding repairers with several types of qualifications. This might not seem so important, but such repairers can usually mend your car quicker than others, as well as give you valuable car advice. There is also some assurance in knowing your car is "in good hands". Replacement cars: A breakdown service provider that allows you the use of a replacement car could be very important, depending on your specific situation. If you could easily use alternative travel for a few days such as the tube, a replacement car might not be so important. However, if there are no other real commute alternatives, a replacement car will be critical.

Size of repair fleet: This will affect the actual speed with which you will be serviced in case of an accident. Every breakdown recovery service states that they will "get to you quickly". However, if their fleet is relatively small, in all likelihood you will have to wait. Often, they will outsource to more rural areas such as the North of Scotland when it won't be a branded van showing up but a local mechanic that has been sent on their behalf. If there are no clear terms regarding this on their site then you need to phone to ask if you will be getting the service you are expecting.

There are other, less tangible factors many purchasers consider, such as a company's reputation or brand. Also, "general consumer satisfaction" can be important - though the term is so vague that it is of questionable practical use. While surveys can be important, it is important to choose your specific breakdown service based on your specific needs and word of mouth. Most survey providers have huge advertising contracts with the providers they are surveying about (we are not insinuating anything, just stating the fact) - your friends down the pub have no such contracts. †