Enterprise Rent-A-Car has once again been named to BusinessWeek magazine’s list of “Customer Service Champs” — an annual roster that also includes such leading brands as Jaguar, The Ritz-Carlton, Nordstrom and Apple. The announcement marks Enterprise’s fourth straight year as one of the top 20 brands featured on the list, and it is the only car rental brand included this year.
BusinessWeek’s “Customer Service Champs” ranking is based in part on customer satisfaction data from J.D. Power and Associates. Alamo, Enterprise and National captured three of the top four spots in the 2009 J.D. Power and Associates Rental Car Satisfaction Study of leisure and business travelers in North America. In the study, J.D. Power and Associates surveyed almost 13,000 individuals who rented vehicles at North American airports and focused on six categories of service: reservation process, pick-up process, rental car, shuttle bus/van service, return process, and costs and fees.
"A level of service that exceeds our customers’ expectations has always been at the heart of the Enterprise brand, and this recognition is one more indication of our team’s intense focus on delivering that outstanding level of service,” said Matt Darrah, Enterprise Holdings' executive vice president, North American Operations.
“This recognition also reflects another strength that sets the Enterprise Rent-A-Car brand apart — our unique network of airport and neighborhood locations that offers a level of convenience no other provider can match,” Darrah added.
Furthermore, Enterprise's longtime culture of customer service has been the subject of numerous books and articles, including the Harvard Business Review. A core element of that disciplined approach is how customer satisfaction is measured and managed through the Enterprise Service Quality index (ESQi).
Each month, hundreds of thousands of customers are surveyed, with each location earning a ranking based on the percentage who say they were “completely satisfied” with their last rental experience.
"We have documented that this simple but effective approach helps drive complete satisfaction and builds long-term loyalty,” Darrah said.