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 is using:
A) Complaint solicitation
B) Lost customer research
C) Trailer calls
D) Customer panels
E) Critical incident studies

Question

Quizplus · Accepted Answer

Trailer calls are follow-up calls made to customers after a service interaction to assess their satisfaction and gather feedback, which aligns with Enterprise's use of phone calls to determine customer satisfaction.

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