The internet is fabulous for people like me who work in customer service. That really struck me a couple of years ago, while I was looking at some travel sites. By chance I found a comment from a customer who’d had a problem – the first one I’d seen at that time. I decided to contact her, and we were able to resolve the issue. She was over the moon, kindly posting to say how we had put it right.
But the point is that she had never phoned or written to us. She’d been unhappy enough to send her views to two websites, but if I hadn’t been looking online I would never have known, and never been able to help.
Now we try to make sure we don’t miss what you’re talking about online. Each month I have a report emailed to me that gathers together comments from websites and blogs – ‘consumer-generated content’, or CGC, as it’s called. The report tells me what you’ve been saying about Avis and car rental, and what’s important to you.
We email out a monthly customer opinion survey too (Stephen told you more about it in his post this week). One of the things I’m most proud of is that many more of you who respond now say you would recommend Avis to friends. In one year, our recommendation score has increased by nearly 30 per cent. Which must mean the changes we’re making really are improving the experience for our customers.
I’m delighted we’ve started this blog, and I hope you’re going to enjoy reading it and discussing car rental issues with us. If you have a problem, I can’t necessarily promise to put it right for you personally (the best route for issues with your rental is to contact Avis Customer Support), but I’ll certainly be paying attention.