Press Release
Enterprise Holdings to Roll Out Customer Satisfaction Measurement Across Europe to Drive Excellence in Car Rental

Enterprise Holdings to Roll Out Customer Satisfaction Measurement Across Europe to Drive Excellence in Car Rental

London (October 21, 2015) - Enterprise Holdings, the world’s largest car rental company, today announced the introduction of its proprietary customer satisfaction standard, known as Service Quality Index (SQi), to all its European franchise partners in order to measure and drive service excellence.

The widespread adoption of SQi will provide a single measurement of customer service across Europe for all three of Enterprise Holdings’ brands – Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car. It will allow every branch in every country to benchmark its service against a company-wide, global standard.

SQi has just been introduced to franchise partners in Austria, Belgium, Greece, Iceland, the Netherlands, Norway, Sweden and Switzerland. Throughout October, Enterprise Holdings will launch SQi with its partners in Hungary, Turkey and Slovakia. This will be followed by affiliates in the Czech Republic, Denmark and Poland along with Enterprise’s other European partners in the coming months.

Until now SQi has only been used to measure customer satisfaction in corporate locations in North America, South America, Central and Latin America, France, Germany, Ireland, Spain and the UK.

The move forms part of a phased rollout to create a consistent, high-quality service standard fortravellersall over the continent. It will be used to monitor and increase customer service levels for business and leisure customers who rent with the three Enterprise Holdings’ brands anywhere in Europe.

Greg Stubblefield, Enterprise Holdings’ chief strategy officer and executive vice president, said: “Enterprise has grown rapidly across Europe over the past three years through acquisition and strategic partnerships. The rollout of SQi to our European partners will ensure that customers receive Enterprise’s renowned customer service regardless of where they pick up the vehicle. It's vital for our customers to know that they are going to receive the same attention to quality and service wherever they may be, and SQi is a simple benchmark to help us identify where we may need to improve consistency.”

Every month, around 200,000 Enterprise Holdings customers are contacted and asked to rate the service they received based on a five-point scale from completely dissatisfied (1) to completely satisfied (5). Each branch is provided with the percentage of customers who said that they were “completely satisfied” with their rental experience. Those Enterprise, National and Alamo customers who have ticked the top box are three times more likely to recommend the brand to someone else.

SQi was developed and pioneered more than 20 years ago for the Enterprise Rent-A-Car brand in the US to ensure that focus remained on customer service during a period of rapid expansion. It is something that is regarded as being fundamental to the company’s values. Enterprise employees at branch manager level and above have their SQi scores taken into consideration when it comes to career advancement, which ensures that employees’ success is linked to outstanding customer service and is a central part of Enterprise’s corporate culture.

The company has a strong track record of rolling out SQi to new partners. The standard was adopted by the National Car Rental and Alamo Rent A Car brands after they were acquired by Enterprise in 2007.  The successful introduction of SQi during the two-year integration process was documented in the Harvard Business Reviewin a 2013 article, “Enterprise’s Leader on How Integrating an Acquisition Transformed His Business.

 

For more information, visit www.enterpriseholdings.com.

About Enterprise Holdings

Enterprise Holdings, which owns and operates the Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car brands and its affiliate Enterprise Fleet Management, offers a total transportation solution, including extensive car rental and car sharing services, truck rental, corporate fleet management and retail car sales. In its fiscal year 2015, it accounted for $19.4 billion in revenue, employed 91,000 people and operated 1.7 million vehicles throughout the world. Enterprise Holdings operates more than 9,000 offices worldwide and is available in over 70 countries.

Enterprise Holdings, which owns and operates the Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car brands and its affiliate Enterprise Fleet Management, offers a total transportation solution, including extensive car rental and car sharing services, truck rental, corporate fleet management and retail car sales. In its fiscal year 2015, it accounted for $19.4 billion in revenue, employed 91,000 people and operated 1.7 million vehicles throughout the world. Enterprise Holdings operates more than 9,000 offices worldwide and is available in over 70 countries.

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