National Car Rental hosted its second annual Clean Car Olympics this week, pitting some of the best and fastest car washers in the country against each other.
National Car Rental cleans and fuels almost 15 million vehicles each year. This week, seven regional finalists had to cover three cars each – including the windshield, floor mats, trunk, tires, the seats and glove box – with only 15 minutes allowed per vehicle.
Bringing home the “Gold” and the $1000 grand prize was Vincent Cano, from Colorado Springs, for delivering the speediest yet most meticulous service within the 45-minute time allotment. Britney Estreet, from Washington, D.C., won the “Silver” and $500; and Antolino Paulis, from Honolulu, won the “Bronze” and a $250 award. The other four regional finalists were: Justin Gillis, Halifax, Ontario; Dennis Cagle, Detroit; Alfredo Perez, Reno, Nev.; and Dustin White, Sarasota, Fla.
The Clean Car Olympics is just one of many tools that National Car Rental uses to continuously improve customer service. For example, the National Service Quality index (NSQi) program ensures employees make a positive impression on each customer, which is what drives complete satisfaction and builds long-term loyalty. NSQi scores are determined by randomly selecting a sample of customers from each location as soon as possible after their rental transaction.
A third-party research firm then asks them two simple questions: Using a five-point scale ranging from “completely satisfied” to “completely dissatisfied,” how would they rate their rental experience? And, if “completely satisfied,” would they definitely rent from National again?
In addition, National conducts Brand Integrity Audits that require assessors to visit every location and evaluate customer service; bus service and condition; counter, return and exit booth service; brand image; facilities and wait times; and perhaps most importantly, vehicle cleanliness and condition.