Improving operational efficiency Our teams are dedicated to monitoring and optimising our roadside fix rate – one of our key performance metrics – which is not only better for our customers, but also means we reduce our mileage and only tow vehicles (the most carbon-intensive part of our service) where absolutely necessary. Taking this a stage further, we are also now operating Phone Fix, an initiative aimed at understanding customer requirements and fixing jobs over the phone. We are currently fixing approximately 1.3% of jobs over the phone, saving approximately 100,000 miles driven in the first half of 2020.