Fleet News

Enterprise Holdings rolls out customer satisfaction measurement to drive excellence in car rental

Enterprise Holdings has announced the introduction of its proprietary customer satisfaction standard, known as Service Quality Index (SQi), to all its European franchise partners in order to measure and drive service excellence.

The widespread adoption of SQi aims to provide a single measurement of customer service across Europe for all three of Enterprise Holdings’ brands – Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car.

It will allow every branch in every country to benchmark its service against a company-wide, global standard.

SQi has just been introduced to franchise partners in Austria, Belgium, Greece, Iceland, the Netherlands, Norway, Sweden and Switzerland.

Throughout October, Enterprise Holdings will launch SQi with its partners in Hungary, Turkey and Slovakia. This will be followed by affiliates in the Czech Republic, Denmark and Poland along with Enterprise’s other European partners in the coming months.

Until now SQi has only been used to measure customer satisfaction in corporate locations in North America, South America, Central and Latin America, France, Germany, Ireland, Spain and the UK.

The move forms part of a phased rollout to create a consistent, high-quality service standard for travellers all over the continent.

It will be used to monitor and increase customer service levels for business and leisure customers who rent with the three Enterprise Holdings’ brands anywhere in Europe.

Greg Stubblefield, Enterprise Holdings’ chief strategy officer and executive vice president, said: “Enterprise has grown rapidly across Europe over the past three years through acquisition and strategic partnerships.

“The rollout of SQi to our European partners will ensure that customers receive Enterprise’s renowned customer service regardless of where they pick up the vehicle.

“It's vital for our customers to know that they are going to receive the same attention to quality and service wherever they may be, and SQi is a simple benchmark to help us identify where we may need to improve consistency.”

Every month, around 200,000 Enterprise Holdings customers are contacted and asked to rate the service they received based on a five-point scale from completely dissatisfied (1) to completely satisfied (5).

Each branch is provided with the percentage of customers who said that they were “completely satisfied” with their rental experience.

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