“When we acquired National and Alamo in 2007, our airport market share in the U.S. accounted for approximately 28 percent. Today, our three car rental brands make up more than 37 percent of U.S. airport market share – a direct result of Enterprise, National and Alamo employees all coming together with a shared vision and a collective focus on customer service excellence.”
Christine Taylor, Executive Vice President and Chief Operating Officer – Enterprise Holdings Inc., November 2016
Complete customer satisfaction.
That is the principle that has guided our company along our journey so far, and it remains our culture today. From the beginning, we have focused on providing customers with a level of service that keeps them coming back to our flagship Enterprise Rent-A-Car brand as well as to our National Car Rental and Alamo Rent A Car brands.
To maintain that focus, we hire smart, motivated men and women into our Management Training Program. We train them thoroughly. And, from the day they become front-line employees, we tie their career advancement directly to their success in completely satisfying customers.
We also conduct telephone surveys of hundreds of thousands of our customers every month. Each location earns a ranking based on the percentage of its customers who say they were completely satisfied with their last rental experience.
That ranking is the standard of customer service we set for ourselves. We call it “top box." Scores for local operations are compared with the corporate average and play a major role in decisions about our employees' rewards and advancement.
This simple but effective “manage-what-you-measure" approach, combined with our ability to continually develop new technology and better ways to meet customer needs, has made our name synonymous with award-winning service. And it’s this kind of corporate culture – backed by a conservative, disciplined long-term approach to managing the business – that has helped establish family-owned-and-operated Enterprise Holdings as a world leader in the in the highly competitive car rental and travel industries.
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