Drivers who use a telematics system – an electronic concierge or in-vehicle
personal communications system – receive faster emergency roadside assistance
when needed, according to results from the J.D. Power and Associates 2001 Emergency
Roadside Assistance Study released yesterday.
The study identifies that drivers calling for service using land-based telephone
wait an average of 50 minutes for help to arrive.
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Cellular phone callers wait nearly as long, an average of 46 minutes, but drivers
using an in-vehicle telematics system such as OnStar or Tele Aid wait only an
average of 34 minutes for help to arrive.
“For the first time, we are seeing early indications of how these systems
produce a time-saving benefit. This brings the performance of manufacturer-sponsored
roadside telematics programmes into range with independent roadside assistance
programmes,” said Dan Lawlor, senior analyst with J.D. Power and Associates.
“This could eliminate a competitive advantage in service time currently
enjoyed by independents such as AAA. Customer demand for personal assistance
or concierge services is growing.”
The average response time of manufacturer-sponsored emergency roadside assistance
programmes is 48 minutes compared with 36 minutes among independent programmes.
In a separate report on automotive features and contenting, J.D. Power and
Associates estimates that 30% of customers want an electronic concierge system
in their next vehicle.
Of those consumers surveyed for the study, virtually all (97%) used a telephone
(land-based or cell) to call their provider when they need roadside assistance.
There are currently only two major programmes of this sort fully operational,
General Motors’ OnStar and Mercedes-Benz’s Tele Aid.
Several other manufacturers will begin offering similar services later this
year and in 2002.
The fastest arrival time among all providers of emergency roadside assistance
is the American Automobile Association (AAA) at 35 minutes.
Its performance this year is equal to that of last year. Cadillac has the shortest
time among manufacturer programmes.
Cadillac’s roadside assistance programme achieves the top ranking with an overall
performance score of 869 out of a possible 1000.
Placing second this year at 842 is Mercedes-Benz programme.
Cadillac and Mercedes-Benz’s top rankings are due to a combination of conventional
original equipment manufacturer emergency roadside assistance and dealer-operated
roadside service functionality.
Rounding out the top five are Emergency Road Service (838), United States Auto
Club (828), and AAA (821).
Nearly 8,000 owners of new vehicles who reported using a roadside assistance
service or having a roadside assistance experience in the last 12 months responded
to the survey.
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