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Enterprise Rent-A-Car

62% say they never revisit a company after a bad customer service experience


By The Drum Team, Editorial

February 6, 2012 | 2 min read

62% of over 2,000 Brits surveyed by Enterprise Rent-A-Car have said that they would never revisit a company which gave them bad customer service, with 34% believing that customer service in the UK has got worse over the past decade.

According to the research, 46% see rude and unfriendly staff as the most irritating thing about bad service, while 33% find a slowness to fix problems is what they hate the most.

It was found that for 84%, good customer service is having helpful and responsive employees, while 75% said that being quick to fix problems made for good service.

Mike Nigro, UK managing director at Enterprise Rent-A-Car, said: “This research highlights the importance of high-quality, well-trained employees who deliver great service each and every time. It also shows that consumers are accepting when things don’t quite go as expected, but it’s how issues are handled that can define great service. This is perhaps even more vital in an era where social networks allow people to complain online in seconds.

“The British public are no longer tolerant of poor service and quite rightly will vote with their feet. Nowadays we have a ‘one chance high street’ – if you don’t provide great service from the very beginning, you won’t get a second opportunity.”

Enterprise Rent-A-Car

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