Enterprise Customer Service Legacy Fueling Truck Rental Growth in North America
In response to customer demand, Enterprise Truck Rental recently made tow-capable pickup trucks available to consumers in the U.S. and Puerto Rico.
ST. LOUIS (March 22, 2016) – Enterprise Truck Rental − a service of Enterprise Rent-A-Car – is achieving record levels of customer satisfaction in the U.S., Canada and Puerto Rico, with 25 percent year-over-year growth and operations in more than 260 locations.
“Since we launched Enterprise Truck Rental in 1999, the division has been providing tailored solutions to ensure our customers receive the right model at the right rate and for the right terms,” said David Nestor, Senior Vice President of North American Operations for Enterprise. “That means customer service excellence is at the core of both our truck rental and car rental businesses, which only further differentiates the Enterprise brand in the competitive transportation sector.”
For example, all Enterprise car rental and truck rental customers receive the brand’s renowned, high level of service, including free pickup and 24-hour roadside assistance. In addition, Enterprise Truck Rental’s commercial-grade fleet includes a range of trucks, cargo vans and pickup trucks for business as well as personal use. Enterprise also sells well-maintained and low-mileage used medium-duty commercial trucks.
Enterprise Truck Rental’s growth during the past 17 years is built upon the Enterprise legacy of superior customer service across all affiliated business lines – from car sharing, vanpooling and online ride matching, to car sales, fleet management and motorcycle rentals.
Enterprise developed and pioneered its Service Quality index (SQi) satisfaction measurement program more than 20 years ago. Every month, hundreds of thousands of customers are contacted and asked to rate the service they received, with each location earning a score based on the percentage of customers who say they were “completely satisfied” with their last rental experience. That “top box" ranking is the Enterprise standard of customer service excellence, and Enterprise Truck Rental continues to score among the highest of all the Enterprise business lines month after month.
This simple but effective “manage-what-you-measure” approach also plays a major role in decisions about employees’ rewards and advancement. In fact, SQi is a key metric used as a basis for determining career advancement decisions for Enterprise employees, ensuring that professional success within the company is directly linked to outstanding customer service.
“Listening and responding to our customers is critically important to the Enterprise business model,” explained Frank Thurman, Corporate Vice President of Enterprise Truck Rental. “We place a big emphasis on providing rental solutions that support what our customers want to accomplish – across all of our lines of business. In fact, we first decided to rent commercial trucks in 1999 based on customer demand. Then, in 2009, we started offering truck rentals for personal use because customers kept asking for that option.”
This spring, Enterprise Truck Rental once again is responding to its customers by offering tow-capable pickup trucks for personal use to renters across the U.S. and Puerto Rico. The business has offered tow-capable pickups to commercial renters, but this is the first time consumers have the option to rent a ¾- or 1-ton pickup truck with a hitch for easy towing of boats, campers, trailers, All Terrain Vehicles (ATVs), snow mobiles, etc. The program is the latest example of how Enterprise Truck Rental makes customer service a top priority.
For more information about Enterprise Truck Rental, visit the company’s website at www.enterprisetrucks.com or call toll free 1-888-RENT-A-TRUCK.
This press release and car rental industry news are available in the Enterprise Holdings Press Room.