We continue to identify examples of excellent customer feedback by businesses when we encounter it ourselves. In this case, our family went to San Francisco on vacation during the Winter break of 2014. For two of the days, we rented a car to drive out of the city. One day we drove south to Monterey, Carmel and Big Sur (highly recommended!) and the second day we drove up to Muir Woods and Sausalito (also something not to miss).
Fortunately, there was an Enterprise Rental Car office across the street from our hotel – and their prices were fantastic, so we booked a car with them for the two days. The experience was pretty much flawless, which was great. They even upgraded us to a convertible on the second day for only 10 bucks!
I was so impressed that I signed up for their Premiere program, and had sent an online request to add our two rentals to my account. The entire process was handled via email within a few days. After the experience, I got an email from Enterprise:
I clicked on the link and got a very simple page with three questions on it. When I answered those, I was taken to a second page with two questions. I answered those and I was done. The entire process took about 25 seconds.
My only suggestions would be that they tell me in the email that the entire process will take less than 30 seconds. I can’t tell you the number of times a “brief” survey turns into a 5 minute exercise! I would specifically tell the customer that this effort will take a very short amount of time. The second suggestion would be to put all the questions on one page, with a large FINISHED button at the bottom of the page. Make it really obvious that this is indeed a “brief” survey. When I see a “Next” button instead of “Done” or “Finished” I get nervous that I may be looking at several pages of questions.
Overall, a well done example of how to get quick and effective feedback Enterprise!
PS – I just got an email this week that they could not add my two stays because the names on the rental don’t match up with the name on the Premiere program. Since they are indeed the same, I’ll have to call them to address this. So much for seamless! 🙂