Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi), the company routinely follows up with customers by phone to determine their level of satisfaction with the company. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee's potential for promotion. Enterprise uses a _____ customer-defined standard.
A) Reactive
B) Proactive
C) Informal
D) Hard
E) Soft

Question

Quizplus · Accepted Answer

Enterprise uses a soft customer-defined standard, as it relies on subjective measures of customer satisfaction through follow-up calls and considers only completely satisfied customers for employee evaluation.

Enterprise Rent-A-Car Closely Ties Customer Service to Employee Success