View Full Version : How Enterprise handles customer feedback

07-14-2006, 01:08 PM
With just two questions, Enterprise Rent-a-Car keeps their phone calls brief but gains much information. Maybe you could do something similar in your organization.

How Enterprise trounces Hertz and Avis (http://money.cnn.com/2006/07/14/magazines/fortune/enterprise_sv.fortune/index.htm) - In the early 1990s, furious at reports of customer complaints and a general collapse in service, Jack developed the Enterprise Service Quality index, or ESQi, derived from prompt follow-up phone calls to one out of every 15 Enterprise customers.

The survey asks just two questions: First, on a scale ranging from "completely satisfied" to "completely dissatisfied," how would you rate your last Enterprise rental experience? Second, would you rent from Enterprise again? The answers to the first question are next compiled into an index. Each segment of the company - each branch, for example - then gets its score.

And here is the kicker: If the ESQi for your bailiwick doesn't at least meet the company average, you don't - absolutely don't - get promoted.