A Swiss roadside assistance provider registered well above-average NPS values through customer surveys, however it was established that within the past 3 years, the amount of dissatisfied customers (detractors) was relatively constant. Whilst the company had a good NPS score, there were troughs in NPS values that signified recurring core challenges. Customer responded with long response times, unclear communication. Customers were not sufficiently informed, which resulted in frustration and dissatisfaction. The company sought to identify these pain points and develop actionable strategies.

The research adoped a quantitative approach, analyzing historical customer NPS survey data and a newly designed internal employee surveys. Both surveys combined quantitative scores with qualitative open-ended feedback. Based on feedback, a SWOT analysis was conducted to idenfity strengths, weaknesses, opportunities and threats. These formed a basis for short-term and long-term recommendations to improve service quality and improve customer satisfaction in the long run.

The findings revealed that poor communication, coupled with unclear or insufficient expectation setting from call-takers led to predominate confusion, frustration and dissatisfaction within customers. Customers were angered about delays and report feeling abandoned during critical situations. Based on the internal employee survey, employees highlighted recurring pain points within the main cross-border service provider, such as unreliability. Recommendations included standardized call-scripts for agents. There ensure that the expectation is set clearly and that each agent conveys the same key messages. Furthermore, automated, standardized and multilingual notifications ensure that every client receives the information in a written format. Moreover, dedicated phone lines for ongoing cases shall be implemented to ensure responsive, reliable and competent services for customers. Lastly a proposed pilot project with an alternative service partner in France could further enhance responsiveness and increase satisfaction. These measures aim to increase NPS and turn detractors into promoters, leading to greater loyalty, a stronger reputation and improvements in cross-border satisfaction.