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 their most recent Enterprise service encounter.Only completely satisfied customers count toward an employee ESQi score,which is used to measure employee's potential for promotion.Enterprise is using_________ to determine whether performance meets standards.
A) Complaint solicitation
B) Lost customer research
C) Trailer calls
D) Customer panels
E) Critical incident studies

Question

Quizplus · Accepted Answer

Trailer calls, also known as follow-up calls, are made to customers to track their level of satisfaction with a company's service encounter. This is what Enterprise Rent-A-Car uses to determine employee success through their ESQi system. Complaint solicitation, lost customer research, customer panels, and critical incident studies are other ways to gather customer feedback, but they are not specifically mentioned or used by Enterprise in this scenario.

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