Roadside Builds Consumer Loyalty – But Don’t Take Our Word For it

October 10, 2019 | Luis Quiroga

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.

Luis Quiroga | VP, Product Strategy & Marketing

Luis is a leader in Agero’s strategy and marketing organization who is responsible for shaping Agero’s product marketing, go-to-market strategy and growth initiatives. Luis has held leadership roles with Asurion, LG Electronics, Motorola and developed his strategy and operations skills with Deloitte Consulting. Luis holds an MBA and MEM from the Kellogg School of Management (Northwestern) and a B.S. in Mechanical Engineering from Carnegie Mellon University.