Hertz - Customer service survey

Do you fill out the survey that they email to gold members or include at the bottom of the receipt?

All the time....and it obvious means very little to them.....at least for AMS cars....

It's probably some kind of continual "metrics" process they have in place for each station. Who knows if management actually pays close attention to these things?

If I have a real issue with a particular rental, I either send a message via the website or, if it's really bad, a snail mail letter.

I am a long time Hertz employee. I'll come clean on that and will answer some questions and concerns for you, as long as it doesn't get out of control. In return I want to know what I can do to help you, get you better service and score 9's on that survey.

For starters I will tell you that there is 100% focus on that survey, its call NPS, Net Promoter Score.

The level of importance is inconsistent. Some areas take it very seriously while others are satisfied with mediocre results.

I agree spades and as you know there is a major movement to get all on board or get out.

I left in April so I wasn't aware of their push to get more involvement. You summed up the reason the overall NPS plan will fail, though. The whole "do it or get out" approach. That approach is going to result in people giving out adjustments left & right because they will fear every customer survey. The amount of adjustments will double and next month Park Ridge will be scratching their heads wondering why. Park Ridge will then determine that adjustments need to decrease, a new flood of e-mails will be sent out, and the importance of NPS will be forgotten until it drops again.

I left in April so I wasn't aware of their push to get more involvement. You summed up the reason the overall NPS plan will fail, though. The whole "do it or get out" approach. That approach is going to result in people giving out adjustments left & right because they will fear every customer survey. The amount of adjustments will double and next month Park Ridge will be scratching their heads wondering why. Park Ridge will then determine that adjustments need to decrease, a new flood of e-mails will be sent out, and the importance of NPS will be forgotten until it drops again.

I have to disagree with you. Possibly in the past this may have been the case but not now. The idea is not give out certs and cover it all up, its you are not the type of person that can step it up and provide #w service then we don't need you. We are trying very hard and have put a ton of effort into training to get us back to providing the service our customers deserve and expect. These types of changes in behavior do not happen overnight, but it should be known that sr mgt iis
committed to this.

I have to disagree with you. Possibly in the past this may have been the case but not now. The idea is not give out certs and cover it all up, its you are not the type of person that can step it up and provide #w service then we don't need you. We are trying very hard and have put a ton of effort into training to get us back to providing the service our customers deserve and expect. These types of changes in behavior do not happen overnight, but it should be known that sr mgt iis
committed to this.

I didn't give out certs to cover it all up. Actually, I got in the 70's & low 80's when the company average was around 46. I got written up during my quarterly review because even though my NPS was around 75, well above the company average, because I said my goal was 80. It just goes show you how "going the extra mile" always paid with Hertz. You assuming that I covered up everything with certs and suggesting that I'm not "the type" that the company needs without even knowing who I am just shows how ignorant the company is.

I used to wake up thinking about how one of my biggest disappointments in life would be if I woke up at age 50 and realized that I spent the last 30 years with a company like Hertz. I went to school for airline management, I'm going back now for air traffic control and will be happier having a career that actually accomplishes something. To sum up just for you in Hertz senior management fashion:

All the best,
Spades

Service, certs, etc.....are, at least to me, less important than actually getting a half way decent car.....if that could be done again, I really do not care if someone throws the keys at me or not.....just had an "upgrade" at AMS C Class (with CDP - so low rate to begin with) to a car with a value of 13,000 EUR.....that, even for NL and Europe in general, is a joke for a C class.

Spades, I'm guessing that Scrappy was using the "general you" and not accusing you specifically of trying to cover things up.

I miss the days of the paper surveys that you filled out and mailed in...and then got a coupon for $25 (or was it $10?) off your next rental.

I always do the rental. I've learned it like this, if nothing went wrong and they took care of me, it's all 9's. If there is even one complaint, I put all 0's because managers take it seriously. Once they contact me, I let them know what they can do to make it better and I'm not one that asks for too much either. I have a good relationship with LAX, East 90th here in NYC and now JFK after my last rental.