Enterprise Rent-A-car

Measuring Service Quality

Presented By-

Anusha SravyaArchana SrinivasLohitha VamsiSravan

INTRODUCTION

• Largest rent-a-car company in U.S.• Founder: Jack Taylor• Enterprise’s St.Louis headquarters • Focus on:customer satisfaction• Service: home-city replacement market• Measures :ESQi (Enterprise Service

Quality index)• Referral agents:Insurance agents&

body-shop managers ,independent company

ENTERPRISE’S SERVICE QUALITY SURVEY

INFORMATION:• Customer satisfaction levels

RESEARCH OBJECTIVES:1.Exploratory research: • Problems-lack of better survey response rate & quick

response • Solutions- using personal/online/telephone contact

methods & taking large representative samples. 2.Descriptive research: market potential on product &

consumers interests are considered .3.Causal research:cause-and-effect relationships are

tested.

PRIMARY DATA COLLECTION Research

approaches Contact methods Sampling plan Research

instruments Survey Mail Convenience

sample Questionnaire

CUSTOMER SATISFACTION INFORMATION

MAIL SURVEY:• leads to slow data collection & poor

flexibility OTHERS MEANS:• Telephone/personal/online survey gives

excellent speed of data collection & good response rate.

• The above are the recommendations to improve response rate & timeliness of feedback from customers.

CONTINUOUS IMPROVEMENT

Want to improve on customer satisfaction

Providing onsite and off site services at some airports

Problems in the Improvement Wanted a better survey response rate It could take up two months to get

results back

ESQi

Enterprise wants to find and rate the

satisfaction of the customers

Want to rate the overall average performance and for each branch using ESQi

Also rated managers for promotion on the basis of ESQi of that branch

Questions????

Question 1

Analyze Enterprise’s service Quality survey. What information is it trying to gather? What are its research objectives?

Question 2

What decisions has enterprise made with regard to primary data collection—research approach, contact method, sampling plan, and research instruments?

Question 3

In addition to or instead of mail survey, what other means could Enterprise use to gather customer satisfaction information?

Question 4

What specific recommendations would you make to Enterprise to improve the response rate and the timeliness of feedback from the process?

Thank You!!