Enterprise Rent-A-Car Customer Service
The Culture of Enterprise Rent-A-Car Customer Service
In 1957, Enterprise car rental began as a leasing business in the basement of a Midwest car dealership. Enterprise Founder Jack Taylor looked around his small office one day and saw a handful of co-workers fielding phone calls, calculating rates and prepping cars. But he saw something else, too. He saw people doing ordinary, everyday things with extraordinary passion and focus. He saw people willing to go well beyond their own jobs to get the whole job done right
people who believed in his vision and made it their own. Thus, the foundation was laid – superior
customer service – for what would become the largest car rental company in North America.
Enterprise Car Rental: Recognized Throughout the Industry as a Leader for Quality Service
As part of our mission, Enterprise customer service is the driving force behind our business. We are known for our commitment to service and Enterprise Rent-A-Car has been recognized numerous times for its superior service. J.D. Power and Associates has ranked Enterprise Rent-A-Car "Highest in Rental Car Customer Satisfaction" among North American airport rentals eight times in the past nine years, including the 2012 Rental Car Satisfaction Study.
Completely Satisfied: A Commitment to Enterprise Customer Service
To ensure that our ability to provide superior customer service is never compromised, we've created a unique way to measure Enterprise customer service satisfaction. Our Enterprise Service Quality index (ESQi) hinges on two simple words: completely satisfied. Every month, we measure customer satisfaction with each local branch through telephone surveys of hundreds of thousands of our customers. Each branch earns a ranking based on the percentage of its customers who say they were completely satisfied with their last Enterprise experience. We call that ranking "top box," and that's the standard of excellence we set for ourselves when we work with our customers.
Why is ESQi performance so important to Enterprise?
- We want lifelong relationships with our Enterprise car rental customers.
- Through ESQi, we link our employees' career and financial aspirations with consistent superior service to each and every customer.
ESQi is one of many ways in which we remind ourselves to put customers' needs first. The result has been millions of satisfied Enterprise car rental customers, thousands of successful employees, and a car rental brand that just keeps on growing.