Completely Satisfied
For the entire month of June, I drove a rental car while my own vehicle was getting repaired. I rented from Enterprise Rent-A-Car and wrote about my initial experience in this blog.
After I filed the claim in early June with Progressive Insurance, Enterprise called me within a couple minutes to confirm the reservation and arrange for my pick up. But my positive experience with the rental company didn't end with the first encounter.
A couple weeks later, a representative from the company called to ask about my experience and to see if I was having any issues with the car. Then on this past Monday when I returned the car, a representative called me hours later, asking how I enjoyed the vehicle and the service.
The customer service I received from Enterprise piqued my interest in the company so I did some research. I found that last year, Enterprise Rent-A-Car placed 49th on the list of "Most Respected Companies in the United States" in a survey of U.S. consumers conducted by the Reputation Institute. It was also recognized seven times by J.D. Power and Associates as the highest in customer satisfaction for rental car companies at or near airports, and Business Week ranked it 9th on its top 25 companies in customer service in 2007.
Enterprise says it consistently ranks high because it has created a unique way to measure customer service satisfaction through its' Enterprise Service Quality Index. The ESQI hinges on two simple words: "completely satisfied." Every month, the company measures customer satisfaction with each branch manager through hundreds of thousands of phone surveys. Each branch earns a ranking based on the percentage of customers who say they are "completely satisfied" with their experience. Enterprise sets that top-box ranking as the standard of excellence to work toward.
Companies like Enterprise Rent-a-Car understand that circling back continuously with customers keeps them engaged, gives them reasons to come back, and keeps their brand top of mind. By putting my needs first, Enterprise has gained another loyal customer.
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Enterprise has done an incredible job in developing their customer service and cultivating a culture of excellence. Many companies still haven't grasped the importance of pleasing or ever surpassing the expectations of the customer. We are so used to being "underwhelmed" by companies that when a company goes above and beyond, like Enterprise did for you, we are thrilled and are almost certain to give that company our business again.