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Enterprise-Rent-A-Car

The Importance of Customer Service at Enterprise-Rent-A-Car

This case study has given me the thoughts that customer satisfaction surveys are important to business owners to know how the company is perceived by their clients. Conducting survey helps to assess customer’s reaction to the products or services a company gives to them.

A satisfied customer spread good experiences to other clients and help increase the company's profits. Negative comments from unsatisfied customers can have an impact on one’s business. Hence, the customer may not always be right, however they need to be satisfied.

A company may not know customers' dissatisfaction with the products or services. Thru customer satisfaction survey, the management will be given insight into the future needs of the customers and the direction the company will take in the future. This also uncover a variety of unsatisfactory areas, such as rude employees, late delivery and a website that is difficult to navigate and many other problems. It adds up information on how will the company will improve. The owners should also respond to customer complaints and handle them professionally.

To keep the business on track, make sure to learn about the situation through the customer survey. High customer retention rate can be achieved thru paying attention to their comments. 


Learning Log No. 6