Customer Satisfaction Management Standardized
Customer feedback collection and complaint handling have been unified into a standardized management process. Performance metrics are now consistently monitored across all service channels.
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Impact
| Processes | Organization | Teams |
|---|---|---|
| Customer Complaints, Customer Support | Customer Service | Quality Assurance |
| Car Rental | Technology | Data Analytics |
Strategic Initiatives
Add Customer Feedback Mechanism after Rental: A digital feedback system has been introduced to collect customer opinions directly after each rental. Insights are used to improve service quality and customer experience.
Streamline Complaint Resolution Workflow: The complaint management process has been redesigned with clearer responsibilities and digital tracking for faster resolution.