When dealing with customer service, I think many customers have been conditioned over the years to not expect the unexpected. I'm one of the jaded masses. So when I received a double whammy of exceptional service yesterday with both Progressive Insurance and Enterprise Rent-A-Car, I was so impressed that I shared the experience with anyone who would listen and now in this blog with you. Earlier this week, I got into a small accident, which resulted in my car being towed to a body shop where it is currently being repaired. When I called Progressive to report the accident, the claims agent was so friendly and empathetic to my situation that I felt like I was speaking to an old friend. Besides filing the claim, I needed to rent a car. He immediately emailed my reservation directly to Enterprise and said I was all set. I ended the call, and no more than two minutes later, Enterprise called me to confirm the reservation and asked if I needed a driver to pick me up at that very moment instead of the next morning as my reservation stated.
This is a great example of two companies working together to deliver proactive contact. Yesterday, I spoke with Elizabeth Klingseisen, senior marketing manager, large enterprise solutions, marketing, for contact centers for Siemens, who said Siemens is noticing an increase in customer revenue and a heightened focus on proactive contact, which she said holds the key to increased customer satisfaction levels.
If the American Customer Satisfaction Index is any indicator, Klignseisen may be right. In May, the ACSI reported the second straight quarterly improvement in customer satisfaction. The first quarter this year jumped 0.4 percent to 76 on the ACSI's 100-point scale. This not only shows a sign that consumer confidence is on the rise, but it also indicates that companies might possibly be delivering increased proactive service. And that is great news.
Hats off to Progressive and Enterprise, who in this tough economy, are both working hard to maintain high service levels and proactive contact.