Road America believes our Service Providers represent an elite group of the finest road service and towing companies. Road America has set performance, appearance, and operations. Standards that all providers will need to consider prior to entering Road America contractual agreement and maintain throughout its partnership with Road America. Road America monitors these standards through customer feedback, internal performance reports, and Network Manager site visits.
I. Performance Standards:
- Accept a minimum of 90% of calls offered in the zip codes that you have agreed to cover.
- Maintain a ratio of complaints to accepted calls of less than 1%
- Maintain an average ETA of 45 minutes under normal conditions, 30 minutes for accident services.
- Maintain a 90% rate on all actual time of arrival (ATA) within zip codes listed in your coverage area.
- Maintain a ratio of damages to accepted calls of less than 1%.
II. Appearance Standards:
- Drivers maintain a clean and neat uniformed appearance.
- Trucks maintained in a clean, safe and properly equipped manner, displaying your company name.
III. Operations Standards:
- Employ properly trained personnel either through a formal in-house or industry recognized training program.
- Driving and criminal background checks as well as drug screening is required for all employees.
- 24/7 operations
- Refrain from requesting or accepting physical assistance from customers when providing services.
IV. Dispatch Standards
- Receive services electronically through a Digital Dispatch platform
Download Digital Dispatch Flyer