This case study was done on a car rental enterprise. It aimed at investigating the quality of services that were being offered to customers. By using one of the clients, the survey revealed that the enterprise was indeed providing high level of services to its clients. For instance, one of the quality service measurements entailed a case of car wreckage whereby a client was provided with a rental car and covered with $20 per day for 12 consecutive days.
During this period of time, his car was under repair. The car was then taken to a nearby agent office in readiness for repair. The necessary arrangements were completed within a very short time after the main office was contacted (Kotler and Armstrong 156). The additional payment made by the customer was a small fee to cater for the services. As a result, the customer had to pay more than the agreed amount of money.
The enterprise was found to rent cars for business and leisure. It provided off-site and on-site services to some airports. Other selected customers like Kelvin confirmed that they were contacted later. They received letters and survey questions which they were supposed to fill and return to the company. The need to obtain feedbacks from customers was solely meant to improve service quality. In addition, ESQi was used as a key determinant when an employee wanted a promotion.
Moreover, the company continually strived to improve on the rate of survey response from clients by reducing duration of time taken to complete the feedback process. Therefore, all branch managers were required to support the process in order to improve efficiency and effectiveness in service delivery. In other words, the time taken to receive responses from clients was supposed to be short.
Works Cited
Kotler, Philip and Gary, Armstrong. Principles of Marketing: Managing Marketing Information to gain Customer Insights (13th ed.). New York: Pearson, 2009. Print.