RAC

2013 was a fantastic year for the RAC as we celebrated 116 years of serving Britain's motorists. Let's remind ourselves of what we achieved and how we grew the business and the range of products and services that we offer our members. We undertook a review of how our business operates and set about modernising our systems and processes to ensure that we meet the needs of today's drivers. We won some significant new big business clients and retained some key corporate partners.

We made looking after smaller business a key part of our strategy going forward and showed that we know how to make their lives easier. We proved that the RAC is truly the Motorist Champion with a heart and a passion for motoring. We stood up for drivers and championed their cause at the heart of government and in the media on the big issues that matter most to them. We grew our individual membership base and made being part of our club more rewarding than ever before.

We broke the mould of traditional breakdown advertising and told consumers that we are much more than breakdown. We reinvigorated the look and feel of the brand to reflect our rich heritage and commitment to the motorist. We made RAC Insurance a major player in the market and launched an extended portfolio of enhanced new products. We continued to lead the breakdown sector with new innovations, products and services at the same time as improving our average time to attend and customer satisfaction scores.

We repaired more vehicles than ever before, in fact 200,000 more than in 2012. We introduced new working arrangements for patrols and recovery specialists. We invested heavily in new technology for our patrols and systems to support our sales colleagues to ensure that we are there for our members at every stage of their motoring journey. It was a year of massive change where everyone pulled together and delivered an unprecedented performance and business growth.

It has truly been a year to be proud of. Colleagues, we salute you.