How Does Enterprise Rent-A-Car Determine Employee Success?

Enterprise Rent-A-Car's Employee Success Strategy

Enterprise Rent-A-Car closely ties customer service to employee success through a tracking system called the Enterprise Service Quality Index (ESQi). The company follows up with customers by phone after their service encounter to gauge satisfaction. Only completely satisfied customers contribute to an employee's ESQi score, which is used to measure an employee's potential for promotion.

Enterprise is using this method to determine whether performance meets standards and to ensure that employees are delivering quality service that exceeds customer expectations.