company...a company’s product or service and the customer’s loyalty to the brand. net promoter...

Company

Angela Margolit Andrés Lezcano

President Account Manager

presents

Seven Ways to Boost Your CSI

About Customer Satisfaction

Meaning & Scope

The Role of Emotions

Customer Service & Customer Satisfaction

Customer Satisfaction & Loyalty

Dynamic Nature

Factors that Shape

Customer Satisfaction

Expectations Experience Perceived Value

Customer Expectations

What the customer anticipates the experience to be like

Honoring of policies and promises Attention to detail Availability Reliability Pricing Prompt and timely service Quick and effective resolution of contingencies Smooth transactions

Experience

The actual delivery of the product or execution of the service.

Booking process Transportation of customers to and from the rental facility Counter interactions

Check-out Check-In

Billing

Post-Experience Perceived Value

Experience relative to Expectations

Actual Value vs. Perceived Value

The Role of Subjectivity

Change over time

Customer Feedback

Meaning & Scope

Purpose

Importance

Helps measure customer satisfaction

Exposes areas of weakness

Reveals customers needs

Aids customer retention

Introduces potential advocates

Collecting Customer Feedback

At the counter (during both check-out & check-in)

Suggestion Boxes

Follow up phone calls

Live chats

Monitoring the Web and Social Media

Surveys Company Website

Emails

Texts

Blogs

Phone

Mail

Measuring Customer Satisfaction

Customer Satisfaction Score:

Consists of using a single broad survey question to rate customer satisfaction.

For example:

Rate your rental experience with us using a Scale of 1-10, with ten being excellent, and 1 being poor.

Measuring Customer Satisfaction

Customer Satisfaction Index:

Consists of combining the scores from different business attributes to create a single customer satisfaction index.

For example, adding the customer survey scores for vehicle condition, employee courtesy, service promptness, product quality and price then dividing by four. This gives an index with the same range as each of the attribute scores.

When assigning different values to each attribute, a weighted average must be applied.

Net Promoter Score

The Net Promoter Score is an index ranging from -100 to 100 that measures the

willingness of customers to recommend a company’s products or services to

others. It is used as a proxy for gauging the customer’s overall satisfaction with

a company’s product or service and the customer’s loyalty to the brand.

Net Promoter Score CalculationCustomers are surveyed on one single question. They are asked to rate on an 11-point scale the likelihood of recommending the company or brand to a friend or colleague.

“On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?”

Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.

Benchmarking

Meaning & Purpose

Benchmarking Categories

Internal

External

oCompetitive benchmarking

o Strategic or cross-industry benchmarking

CSI Performance Appraisal

Planning

Execution

Feedback Collection

Assessment

Change

Relevant Facts & Stats

According to a 2015 survey by Enterprise Holdings more than one in four customers reported that a great car rental experience made them consider buying a car; and almost two thirds of those customers said that they considered buying the specific model they rented. - Especially important for dealerships https://www.acuantcorp.com/car-rental-survey/

23% of customers who had a good customer experience told 10+ people. (Harvard Business Review)

95% of consumers have taken action as a result of a bad experience and of those consumers, 85% wanted to warn others about doing business with the company. (Zendesk)

97% of consumers said they are somewhat likely to become more loyal to a company that implements their feedback (Apptentive)

More Relevant Facts & Stats

11% of customer churn could be avoided if the business simply reached out to the customer. (Kolsky)

A 10% increase in a company’s customer satisfaction score leads to a 12% increase in trust from customers. (Institute of Customer Service)

Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer. (Temkin Group)

It takes 12 positive customer experiences to negate the poor impression left behind from one unresolved, bad experience (BI Intelligence)

67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain.

80% of companies say they deliver 'superior' customer service; however, 8% of people think these same companies deliver 'superior' customer service.” - Bain & Co.

“It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.” – White House Office of Consumer Affairs

Creating a Great Survey

Key Steps to a Great Survey

Define specific goals Determine the business attributes subject to evaluation Check for bias Create an alluring invitation with a call to action and/or an

incentive Be concise Run Tests before release Collect and Assess Data Update as needed

The Seven Ways to Boost Your CSI

Expedite your check-out and check-in processesOpen sufficient terminals & provide sufficient Staffing

Secure timely transportation

Utilize Hardware & Software

Honor all bookings

Honor your value proposition Pricing

Policies

Ensure vehicle cleanliness and condition

Seven Ways to Boost Your CSI

(continued)

Ensure the courteous treatment of customers Develop a loyalty program Leveraging the power of technology

Preparednesso Use vehicle status, net available vehicles, and reservation reportso Res Planner feature

Expediting processes o Retrieve customer information and preferences from system

databases and dealer management systemso Provide mobile technology for bookings and counter operations

Reaching out to customers: Online surveys, Texts, and Live Chats

Leverage Technology

Customer Texting Solutions

Reservations Planner

Mobile Reservations and Access

Useful Resources

Survey Solution Sites

https://www.surveymonkey.com/

https://www.surveygizmo.com/

https://www.getfeedback.com/

https://www.asknicely.com/

https://www.survio.com/en/

Survey Samples https://www.surveymonkey.com/r/TRYMZPY

http://www.abc-carrental.com/survey.htm

Online Form Building Sites

https://www.perfectforms.com/

https://www.formstack.com/

https://www.typeform.com/

https://www.prontoforms.com/

Angela MargolitAnglea@barsnet.com

Andres LezcanoAndres@barsnet.com

(800) 304-5805

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