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7/28/2019 Cs Brand Ambassador Case Study
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124 Johannes St
Fairland
2195
Cell: 082 455 5536
Tel: (011) 476-3932
Fax: (011) 678-9892
MRM Support CC
CK 95.10696/23 Member: Albert C van Wyk (MA)
REPORT
CCUUSSTTOOMMEERRSSAATTIISSFFAACCTTIIOONNIINNDDEEXXAUGUST 2002 TOMAY 2004CUSTOMERS
completed for
GRENVILLE WILSON
by
ALBERT VAN WYK
June 2004
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CONTENTS
IMPACT OF BRAND AMBASSADOR PROGRAMME ON EMPLOYEE MEASUREMENT.......1
CUSTOMER SATISFACTION INDEX ............................................................................................................. 5
PROJECT SCOPE ................................................................................................................................................... 6
PROJECT BACKGROUND................................................................................................................................ 6
PROJECT SCOPE ................................................................................................................................................... 6
DIRECT FEEDBACK............................................................................................................................................... 6
QUESTIONNAIRE .................................................................................................................................................. 7
RESULTS............................................................................................................................................................... 8
OVERALL RESULTS:ORGANIZATION................................................................................................................... 8
Year on year comparisons: .......................................................................................................................... 9
Cumulative summary: Percentage of respondents responding in each category:...................................... 10
All items: last 4 months............................................................................................................................. 13
Grouped Indexes........................................................................................................................................ 14
Grouped Indexes........................................................................................................................................ 14
Two-month movement: ............................................................................................................................. 15
MAIN CENTERS:JHB/CT/DBNINTAPTS................................................................................................... 16
ITEMS BY MAIN STATION: ................................................................................................................................. 18
INDIVIDUAL STATIONS ...................................................................................................................................... 20
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AVIS CSI: May 2004 customers 1
THE IMPACT OF THE BRAND AMBASSADORPROGRAMME ON AVIS EMPLOYEE MEASUREMENT
Markinor has conducted research measuring employee loyalty for Avis at two-yearly intervals since 2000. The
2000 and 2002 studies did not include the entire Avis staff, with 527 and 411 completed questionnaires being
analysed respectively. In 2004, the survey included all staff members and 773 questionnaires were analysed.
This means that we have to interpret the trends with caution. However, the shifts are so significant and the
trends are so consistent that they tell a story.
Towards the end of 2001, the Avis Brand Ambassador Programme was launched. There was not enough time
between the launch and the 2002 measure to pick up on the impact of the programme. In fact most of the
measures were similar to the 2000 figures. This, despite a strong focus on communicating and getting the buy-in
regarding vision, promise, value and culture in the preceding two years.
In our analysis of the trends between 2000, 2002 and 2004, the first indication that there has been a positive shift
in the way in which Avis conduct themselves in the workplace since the Brand Ambassador programme is on
three measures of behaviour: When asked how likely they were to be working at Avis two years from now, the
positive response (very/extremely likely) moved from 58% in 2000 to 60% in 2002 and 66% in 2004. When
asked whether they would recommend Avis as a good place to work, positive responses have remained relatively
stable at 69%, 69% and 72% respectively. Then, an anomaly: when asked how likely they are to do things at
work that are above and beyond the call of duty employees positive responses show a downward shift from
91% in 2000 and 87% in 2002 to 81% in 2004. Although all of these scores are very high, the downward shift is
interesting and in the light of all the other findings leads us to interpret this in a positive rather than a negative
way. The shift means that employees have so internalized the people-focus of the Brand Ambassador
Programme that they have raised the bar for what they perceive to be behaving in a way that is above and
beyond the call of duty. In other words, the people at Avis have taken responsibility for their own behaviour.
The percentage of Avis employees that are truly loyal has grown significantly since the 2000 measure of 36%
and the 2002 measure of 35%. In 2004, the measure moved up significantly to 54%. Truly loyal employees are
those that want to stay (positive attitude) and will stay (positive behaviour). Conversely the percentage of
employees that feel trapped (will stay but dont want to) has dropped significantly from 22% in 2000 and 25%
in 2002 to 13% in 2004. Further, the percentage of employees that are at high risk of leaving (dont want to stay
and probably wont) has also dropped: from 31% in 2000 and 33% in 2002 to 20% in 2004. This represents a
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AVIS CSI: May 2004 customers 2
significant impact on the bottom line, with retention of staff being less expensive than recruiting and training
new staff.
The positive shift in measures of behaviour and attitude is reflected in a number of measures of employees
perceptions of interactions between themselves and Avis. Although there may be other factors impacting on the
positive shift in these measures, the Brand Ambassador programme has been the major focus for Avis over the
past two years and in the light of the stability of these measures between 2000 and 2002 must take most of the
credit for the increase in positive perception of a number of areas that affect employees experience at and
attitude towards Avis. These areas include:
- Personal loyalty to Avis
- Perception of corporate reputation
- Personal relationship with manager
- Day-to-day experience at work
- Perception of a culture that embraces diversity
- Communication
- Perception of customer service
The positive shifts on specific measures for these areas can be seen in the following table:
Area of impact Statement % Agree/Strongly agree
with the statement
2000 2002 2004I believe Avis deserves my loyalty 68 63 85
I really feel like part of the family at Avis 60 63 79
Personal loyalty
to Avis
I feel a strong personal attachment to Avis 59 57 75
Avis is a leader in its industry 89 87 94
Avis has a strong capable management team 66 64 73
Perception of
corporate
reputation Avis is a financially sound company 84 81 90
Managers pay attention to how people feel at work 55 50 64
Management makes clear what they expect from
me at work
78 78 88
My manager treats me with honesty, empathy and
humanity
48 50 75
Personal
relationship withmanager
I have a good day-to-day working relationship with
my manager
49 51 78
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AVIS CSI: May 2004 customers 3
There is a good fit between the job I do
and my skills and abilities
72 69 80Day-to-day
experience at
workImprovement values are a part of day-to-
day work at all levels
72 74 80
Avis is part of the new South Africa 42 61 71Perception of a
culture that
embraces
diversity
My culture and traditions are respected at
Avis
60 61 70
I am given the right amount of information
about Avis
55 63 75
Information is communicated in a timely
way at Avis
36 41 64
Communication
Avis communicates in a way that considers
employees feelings
36 34 62
Perception of
customer service
An attitude of service excellence is common
throughout Avis
78 77 83
One area in particular needs further comment: Communication. The measures for communication have
improved to the extent that in the 2004 survey, communication does not impact on loyalty, i.e. Avis is
communicating with its employees in such a way that they no longer perceive it as an area needing attention
the need is being met. This is an extremely unusual finding for most companies, communication scores are
low and have a significant impact on loyalty. It appears that the Brand Ambassador programme has had an
impact in an area that most companies struggle with and in which few companies succeed.
One of the strong messages in the Brand Ambassador programme was Avis are choose to people, and in
2004 a measure was included to test the buy-in regarding this message. In 2000 and 2002, the statement was
worded, My job is challenging in a good way and scores were 60% and 65% respectively. In 2004, buy-in
was confirmed with 91% of employees responded positively to the statement, I choose to rise to the challenge
of my job.
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AVIS CSI: May 2004 customers 4
Part of the brief for the 2004 survey was to directly measure perceptions regarding the Brand Ambassador
programme. The following percentage scores further confirm the success of the programme.
Statement % Agree/Strongly
agree with the
statement
Overall, I think that the Brand Ambassador programme is making a sustainable
difference at Avis
71
The Brand Ambassador programme is making a positive impact in my immediate
work environment
65
The Brand Ambassador programme has enhanced my interpersonal relationships
within the work environment
71
The Brand Ambassador programme has equipped me with new and different
communication skills
76
I have been able to implement my learning experiences from the Brand Ambassador
programme in my overall day-to-day living
72
I have been able to sustain the energy and spirit of the Brand Ambassador
programme in my work at Avis
63
T H I S D I S C U S S I O N H A S F O C U S E D O N T H E I M P A C T O F T H E B R A N D A M B A S S A D O R
P R O G R A M M E A T A V I S . T H E R E M A R K A B L E F E A T U R E I S T H E C O N S I S T E N C Y O F T H E
P O S I T I V E T R E N D S O V E R A N U M B E R O F D I S P A R A T E A R E A S A F F E C T I N G T H E
W O R K I N G E N V I R O N M E N T A N D E X P E R I E N C E O F A V I S E M P L O Y E E S , A N D T H E
C O N S E Q U E N T P O S I T I V E E F F E C T S O N A T T I T U D E A N D B E H A V I O U R , A F F E C T I N G
B O T H I N T E R N A L R E L A T I O N S H I P S A T W O R K A N D E X T E R N A L R E L A T I O N S H I P W I T H
C L I E N T S . T H E R E S U L T S I N D I C A T E T H A T T H E P R O G R A M M E H A S H A D A P O S I T I V E
E F F E C T O N T H E W H O L E P E R S O N W I T H I N T H E E N T I R E O R G A N I Z A T I O N .
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AVIS CSI: May 2004 customers 5
CUSTOMER SATISFACTION INDEX
EXECUTIVE SUMMARY
The overall CSI score has declined steadily since September 2002, but lifted again since May 2003, above
historic figures. The year-on-year figures since December 2003 have been significantly above the same months
in the previous year.
A summary of notable aspects in this report include:
After the decline in November 2003, the scores have increased in January 2004, February 2004 but declined
again in March and April 2004. This month the CSI has reached its highest scores ever with the overall
CSI at 88.7%. There are no scores below 80% with increases in every category;
The softer human interaction items are historically consistently below the overall CSI, although it was
above the overall in February;
The highest items for May customers are:
Cleanliness (94.1%)
Courtesy collect (92.4%)
The lowest scores for May relate to:
Value for money (80.0%)
Final charges (82.1%)
Scores were calculated by REGION for the report. Region 120 has been divided into Cape Town area and
the Eastern Cape; Region 140 has been divided into the Gauteng area and the Free State / Northern Cape
areas.
The complaints that were raised in the verbatim comments for May 2004, relate to the following:
The process at the counter takes very long.
Parking is difficult to locate. This still seems to be a consistent problem.
Vehicles with mechanical problems are given to customers.
Small things seem to make a big difference. Competitors give extras like coffee, newspapers, free
upgrades and sweets, and this is an issue with certain customers.
Availability of specific vehicles one customer couldnt obtain any of 3 requested vehicles.
Vehicles which smell of cigarette smoke.
Prices are too high if compared with other car rental companies often Budget is mentioned.
One concern that also comes up regularly in the verbatim comments is that Avis consultants arent
always easy to identify. Especially when returning vehicles.
It is recommended that:
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AVIS CSI: May 2004 customers 6
A qualitative study be undertaken to investigate the issue of charges and value for money and
satisfaction with charges, which is consistently showing negative perceptions with national clients over
time.
A few clients suggested that Avis provides maps in their cars. It is especially helpful to foreign clients.
It is suggested by customers that more staffshould be available at busy stations on certain times.
PROJECT BACKGROUND
AVIS launched a monthly Customer Satisfaction Index research program in June 2002 (May 2002 customers).
The sample was smaller for May and June 2002 customers and the questionnaire was adapted after completing
July 2002 customer fieldwork. This report contains the combined data from August 2002 to May 2004
customers.
PROJECT SCOPE
The May 2004 sample is 501 interviews for the AVIS CSI from the national rental client database. The
cumulative sample for this report is respondents. The report contains feedbackper month as well as
cumulative figures.
The samples were drawn on a random basis from the list provided by AVIS. Due to random sampling, the
proportional sizes of subgroups correspond to the list.
The current and historic figures are shown nationally,by major station (JHB, CT, DBN International Airports
& all Other stations) and by region. The overall margins of error are as follows:
National combined sample: AVIS sample: 10 954 Margin of error: 0.6 to 1.0
Monthly national sample: sample: 500 Margin of error: 2.6 to 4.4
D IRECT FEEDBACK
All respondents who provided a very low score for any question were asked to explain their dissatisfaction.
These responses, as well as ad-hoc queries and problems were recorded to form part of this report.
In this way AVIS can follow-up on any problems and/or queries which can be addressed and solved, e.g.
incorrect accounts by forwarding the information to the correct person or department within AVIS. Separate
regional reports have been generated, so that each regional manager can implement follow-up action and react
appropriately to verbatim comments within his/her region.
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AVIS CSI: May 2004 customers 7
QUESTIONNAIRE With regard to renting your vehicle at AVIS, how satisfied are you with each of the following aspects:
Q5: The correct vehicle being available at AVIS
Q6: The waiting time at the counter before you were served
Q7: The courtesy and helpfulness of the AVIS member at the counter
Q8: The speed with which the process was completed
Q9: The explanation of charges and conditions of your rental
Q10: The rental agent making you feel that at AVIS we try harder and that people are more important
than cars
With regard to the vehicle you rented itself, how satisfied are you with each of the following aspects:
Q11: The interior and exterior cleanliness of the vehicle
Q12: The mechanical condition and reliability of the vehicle
Q13: The vehicle make and model
In terms of returning your vehicle to AVIS, how satisfied are you with each of the following aspects:
Q15: The accessibility and signage of the vehicle parking area
Q16: The waiting time before being served
Q17: The courtesy and helpfulness of AVIS staff
Q18: The accuracy of your final charges
Q19: The rental agent making you feel that at AVIS we try harder and that people are more important
than cars
Thinking of your overall experience, how satisfied are you with each of the following aspects
Q20: Your overall rental experience with AVIS
Q21: The value for money provided by AVIS
Q22: Service levels which motivates you to rent with AVIS again
Q23: Your overall rental experience making you feel that at AVIS we try harder and that people aremore important than cars
The reports contains 2 CSI scores:
An overall CSI, which is the combined score of all the questions above; and
Experiences of Avis trying Harder, shown inblue.
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AVISCSI:May2004customers
8
RESULTS
OVERALL
RESUL
TS:ORGANIZATION
80.3
82.0
80.4
81.3
82.5
83.9
84.6
81.8
85.2
85.4
87.2
84.8
83.2
88.7
79.3
79.8
80.2
81.0
79.5
84.2
83.7
80.6
75.0
77.5
80.0
82.5
85.0
87.5
90.0
92.5
95.0
Aug-
02
Sep-
02
Oct-
0
2
Nov-
02
Dec-
02
Jan-
03
Feb-
03
Mar-
03
Apr- 03
May-
03
Jun-
03
Jul-
03
Aug-
03
Sep-
03
Oct-
03
Nov-
03
Dec-
03
Jan-
04
Feb-
04
Mar-
04
Apr-
04
May-
04
Score(0-100)
CSI_All
"TryHarder"
12-MonthMovingAve:CSI
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AVIS CSI: May 2004 customers 9
Year on year comparisons:
70.0
75.0
80.0
85.0
90.0
95.0
100.0
August
Septembe
r
Octobe
r
Novemb
er
Decemb
er
January
Febr
uary
March
April
May
June Ju
ly
Scale(0-100)
Year 1 (Aug '02- Jul '03)
Year 2 (Aug '03- Jul '04)
81.8
79.879.3
85.4
79.5
87.2
80.3
85.1
82.0
83.2
80.2
88.7
84.6
80.6
85.2
83.9
81.0
82.5
83.7
84.2
75.0
77.5
80.0
82.5
85.0
87.5
90.0
Aug
02
Aug
03
Sep
02
Sep
03
Oct
02
Oct
03
Nov
02
Nov
03
Dec
02
Dec
03
Jan
03
Jan-
04
Feb
03
Feb
04
Mar
03
Mar
04
Apr
03
Apr
04
May
03
May
04
Score(0-100)
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AVISCSI:May2004customers
10
Cumulativesummary:Perc
entageofrespondentsrespond
ing
ineachcategory:
6.7%
11.2%
5.0%
7.8%
11.6%
9.9%
4.3%
4.8%
6.9%
9.8%
6.3%
5.3
%
7.6%
7.2%
7.6%
13.6%
7.
5%
9.1%
35.7%
37.2%
38.6%
44.9%
43.3%
48.7%
33.0%
31.4%
38.9%
43.5%
43.7%
46.8%
46.5%
56.7%
49.5%
51.6%
51
.6%
53.3%
52.1%
45.9%
54.9%
44.8%
39.2%
39.9%
60.1%
59.4%
52.1%
42.3%
47.8%
46.4%
41.1%
35.3%
41.3%
31.1%
39
.3%
36.4%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q5:
Correc
tveh
icle
Q6:
Waitin
gtim
eco
llect
Q7:
Cour
tesy
colle
ct
Q8:
Proc
esssp
eedco
llect
Q
9:Ch
arge
sex
plaine
d
Q
10:C
ollect
ion
AVIS
expe
rienc
e
Q11:C
lean
lines
s
Q12:M
echa
nica
lcond
ition
Q13:Mak
e&
Mod
el
Q15:A
cces
sibi
lityre
turn
Q16:W
aitin
gtim
ere
turn
Q17:C
ourte
syre
turn
Q18:F
inalch
arge
s
Q19:R
etur
n:A
VISex
perie
nce
Q20:G
ener
alex
perie
nce
Q21:V
alue
form
oney
Q22:M
otivat
ion
tore
turn
Q23:O
vera
ll:AV
ISexp
erienc
e
Exc
ellent
Exp
ected
AvePoo
r
Critical
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AVISCSI:May2004customers
11
Summary:Previous2MonthsbyRegion:Percentageofrespond
entsrespondingineachcategoryPOINTS60-100:
7.4%
0.9%
7.6%
5.7%
12.5%
4.6%
15.3%
3.4%
13.2%
11.8%
5.6%
6.7%
35.2%
15.9%
37.9%
11.4%
32.0%
14.4%
20.8%
13.5%
31.6%
20.6%
33.3%
20.0%
22.2%
23.0%
21.2%
28.6%
22.7%
25.5%
25.0%
29.2%
28.9%
20.6%
16.7%
26.7%
35.2%
60.2%
33.3%
54.3%
32.8%
55.6%
38.9%
53.9%
26.3%
47.1%
44.4%
46.7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-04
May-0
4
Apr-04
May-04
Apr-04
May-04
Apr-04
May-04
Apr-0
4
May-04
Apr-04
May-04
CT
E.Cape
Gauten
g
KZN
Np
rov/Mpu
OFS/Ncape
90+
80-9
0
70-8
0
-70
Ne
lspru
it,
PTA
,Sc
ity,
Pburg,...
George,
PE
,EL
,Um
tata
Bloem
f,Kimb
,Up
ing
t
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AVISCSI:May2004customers
12
YearonYearcomparisons:
85.0
82.8
88.0
85.3
81.1
84.8
89.5
87.8
87.3
83.4
86.5
87.1
82.2
84.7
83.9
77.2
83.4
82.9
84.7
75.0
77.0
79.0
81.0
83.0
85.0
87.0
89.0
91.0
Q5:
Correc
tveh
icle
Q6:
Waitin
gtim
eco
llect
Q7:
Cour
tesy
collec
t
Q8:
Proc
essspee
dco
llect
Q9:C
harg
esex
plaine
d
Q10:C
ollect
ion
AVIS
expe
rienc
e
Q11:C
lean
lines
s
Q12:M
echa
nica
lcon
ditio
n
Q13:M
ake&M
odel
Q15:A
ccessibi
lityre
turn
Q16:
Waitin
gtim
ere
turn
Q17:C
ourte
syre
turn
Q18:F
inal
char
ges
Q19:R
etur
n:AV
ISex
perienc
e
Q20:G
ener
alex
perie
nce
Q21:V
alue
form
oney
Q22:M
otivat
ion
tore
turn
Q23:O
vera
ll:AV
ISex
perie
nce
CSIO
vera
ll
Score(0-100)
Y1:Aug0
2-Jul03
Y2:Aug03-Jul04
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AVIS CSI: May 2004 customers 13
The following graph shows the cumulative scores forAugust 2002 May 2004 customers:
83.0
80.3
86.5
82.8
78.3
81.7
87.4
86.285.1
80.6
84.1 84.4
80.4
81.5 82.5
77.2
82.081.1
82.7
75.0
77.0
79.0
81.0
83.0
85.0
87.0
89.0
91.0
Q5:C
orrectvehicle
Q6:W
aiting
timec
ollect
Q7:
Courtesy
colle
ct
Q8:Pro
cess
speedc
ollec
t
Q9:Cha
rges
explain
ed
Q10:C
ollecti
onAVI
Sexperience
Q11:Cleanliness
Q12:Me
chanica
lcon
dition
Q13:
Make&
Mod
el
Q15:Ac
cessibilityr
eturn
Q16:W
aitingtim
eretu
rn
Q17:C
ourte
syreturn
Q18:
Finalcha
rges
Q19:Retur
n:AVISexperie
nce
Q20:Ge
nerale
xperien
ce
Q21:Value
form
oney
Q22:M
otiva
tiontor
eturn
Q23:
Overa
ll:AVI
Sexperie
nce
CSIO
verall
Score(0
-100)
All items: last 4 months
Data Feb-04 Mar-04 Apr-04 May-04 Diff
Q5: Correct vehicle 87.6 84.6 83.1 87.6 4.5
Q6: Waiting time collect 84.2 83.4 82.3 88.9 6.7
Q7: Courtesy collect 88.9 87.7 85.5 92.4 6.9Q8: Process speed collect 87.3 86.2 84.2 90.8 6.5
Q9: Charges explained 85.4 81.1 80.8 85.8 5.0
Q10:Collection AVIS experience 88.5 85.7 84.2 89.1 5.0
Q11: Cleanliness 89.4 88.7 88.0 94.1 6.0
Q12: Mechanical condition 87.7 85.2 84.6 90.1 5.5
Q13: Make & Model 89.7 87.6 84.9 90.7 5.8
Q15: Accessibility return 85.6 85.0 83.6 89.6 6.0
Q16: Waiting time return 90.5 87.2 85.6 91.8 6.2
Q17: Courtesy return 89.8 88.1 84.9 92.1 7.2
Q18: Final charges 86.9 82.6 79.8 82.1 2.3
Q19: Return: AVIS experience 91.3 87.4 82.8 88.1 5.3
Q20: General experience 86.0 85.0 82.8 87.4 4.6
Q21: Value for money 79.9 78.4 76.8 80.0 3.2
Q22: Motivation to return 87.9 84.0 81.8 85.6 3.8
Q23: Overall: AVIS experience 86.7 81.0 80.0 87.2 7.2
CSI Overall 87.2 84.8 83.2 88.7 5.5
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AVIS CSI: May 2004 customers 14
Grouped Indexes
87.0
89.288.6
85.7
87.287.2
86.1
82.7
84.8
83.3
85.9
83.8
80.7
83.2
89.0
91.8
89.4
85.6
88.7
84.8
75.0
77.0
79.0
81.0
83.0
85.0
87.0
89.0
91.0
93.0
95.0
Renting the
vehicle
Vehicle Returning the
vehicle
General CSI Overall
Score(0-100)
Feb-04 Mar-04 Apr-04 May-04
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AVIS CSI: May 2004 customers 15
Two-month movement:
83.1
82.3
85.5
84.2
80.8
84.2
88.0
84.6
84.9
83.6
85.6
84.9
79.8
82.8
82.8
76.8
81.8
80.0
87.6
88.9
92.4
90.8
85.8
89.1
94.1
90.1
90.7
89.6
91.8
92.1
82.1
88.1
87.4
80.0
85.6
87.2
88.783.2
65 70 75 80 85 90 95
Q5: Correct vehicle
Q6: Waiting time
collect
Q7: Courtesy collect
Q8: Process speed
collect
Q9: Charges
explained
Q10:Collection AVIS
experience
Q11: Cleanliness
Q12: Mechanical
condition
Q13: Make & Model
Q15: Accessibility
return
Q16: Waiting time
return
Q17: Courtesy return
Q18: Final charges
Q19: Return: AVIS
experience
Q20: General
experience
Q21: Value for
money
Q22: Motivation to
return
Q23: Overall: AVIS
experience
CSI Overall
Apr-04 May-04
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AVIS CSI: May 2004 customers 16
MAIN CENTERS: JHB / CT / DBN INT APTS
The following graph shows the results for the last 4 months by the main AVIS centres. It must be
remembered that the figures are less accurate on a monthly basis for the centres:
85.7
84.5
89.3
88.4
81.4
84.0
86.786.2
82.0
83.582.7
83.4
89.1 89.2 88.988.3
75.0
77.0
79.0
81.0
83.0
85.0
87.0
89.0
91.0
93.0
95.0
JHB INT CT INT DBN INT OTHER
Score(0-100)
Feb-04 Mar-04 Apr-04 May-04
The following graph shows 3-month comparisons:
84.984.5
86.7 86.786.0
83.6
84.9
85.8 85.7
85.2
75.0
77.0
79.0
81.0
83.0
85.0
87.0
89.0
91.0
93.0
95.0
JNB INT APT CAPE TOWN APT DURBAN INT APT OTHER Grand Total
Score(0-100)
Dec03-Feb04 Mar04-May04
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AVIS CSI: May 2004 customers 17
The following graph shows the trends for the major stations over time:
77.0
79.0
81.0
83.0
85.0
87.0
89.0
91.0
Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04 Apr-04 May-04
Score(0-100)
JHB INT CT INT DBN INT OTHER
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AVIS CSI: May 2004 customers 18
ITEMS BY MAIN STATION:
Data Feb-04 Mar-04 Apr-04 May-04 Diff
JHB INT Q5: Correct vehicle 84.8 80.9 80.1 88.0 7.8
Q6: Waiting time collect 82.2 78.6 83.5 89.7 6.2
Q7: Courtesy collect 88.4 82.5 84.2 92.5 8.3
Q8: Process speed collect 86.2 83.7 81.6 90.0 8.4
Q9: Charges explained 83.8 74.3 77.4 82.9 5.5
Q10:Collection AVIS experience 86.2 83.1 81.3 87.5 6.2
Q11: Cleanliness 89.5 86.7 88.9 94.4 5.5
Q12: Mechanical condition 86.5 80.7 85.7 89.8 4.1
Q13: Make & Model 88.2 84.3 85.1 92.6 7.4
Q15: Accessibility return 85.5 84.9 84.2 92.8 8.6
Q16: Waiting time return 90.9 86.1 85.0 92.8 7.8
Q17: Courtesy return 88.5 83.7 82.5 93.4 10.9
Q18: Final charges 85.1 82.1 78.3 82.7 4.4
Q19: Return: AVIS experience 91.7 85.6 79.8 89.1 9.3
Q20: General experience 85.3 83.6 81.1 87.7 6.6
Q21: Value for money 71.8 70.7 72.5 80.0 7.5
Q22: Motivation to return 88.7 77.4 78.6 84.9 6.3
Q23: Overall: AVIS experience 86.0 76.8 78.3 87.0 8.7
CSI overall 85.7 81.4 82.0 89.1 7.1
CT INT Q5: Correct vehicle 85.8 87.4 85.2 89.9 4.7
Q6: Waiting time collect 77.0 77.7 79.9 86.1 6.2Q7: Courtesy collect 85.3 87.2 85.8 93.2 7.4
Q8: Process speed collect 82.4 86.0 84.6 92.0 7.4
Q9: Charges explained 79.9 78.2 81.1 83.6 2.5
Q10:Collection AVIS experience 84.5 83.9 85.3 90.1 4.7
Q11: Cleanliness 88.4 87.3 86.2 95.2 8.9
Q12: Mechanical condition 86.8 85.9 82.5 92.9 10.4
Q13: Make & Model 89.0 87.5 83.8 89.8 6.0
Q15: Accessibility return 82.8 82.9 85.5 89.2 3.8
Q16: Waiting time return 87.6 85.7 84.5 92.9 8.4
Q17: Courtesy return 87.0 88.4 85.1 92.8 7.7
Q18: Final charges 86.4 83.9 82.2 84.6 2.4
Q19: Return: AVIS experience 89.9 86.6 83.8 88.6 4.9
Q20: General experience 81.9 84.6 83.9 86.9 3.1
Q21: Value for money 75.9 78.6 78.2 82.2 4.0
Q22: Motivation to return 84.6 82.7 82.7 85.5 2.8
Q23: Overall: AVIS experience 85.7 80.7 80.5 88.1 7.6
CSI overall 84.5 84.0 83.5 89.2 5.7
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AVIS CSI: May 2004 customers 19
DBN INT Q5: Correct vehicle 88.5 82.1 77.7 88.8 11.1
Q6: Waiting time collect 85.7 85.5 81.9 88.8 6.9
Q7: Courtesy collect 91.8 89.9 84.6 94.8 10.2
Q8: Process speed collect 90.3 88.6 83.0 89.6 6.6
Q9: Charges explained 89.8 84.8 82.7 86.6 3.8
Q10:Collection AVIS experience 91.8 86.8 83.5 88.8 5.3
Q11: Cleanliness 92.2 91.7 88.8 92.9 4.1
Q12: Mechanical condition 90.7 86.8 86.2 92.5 6.4
Q13: Make & Model 91.5 92.4 84.0 91.8 7.7
Q15: Accessibility return 85.1 85.0 84.1 82.8 -1.3
Q16: Waiting time return 91.8 88.0 90.3 91.0 0.7
Q17: Courtesy return 91.7 86.1 87.5 91.3 3.8
Q18: Final charges 90.3 86.4 82.3 86.9 4.6
Q19: Return: AVIS experience 88.3 88.4 81.8 86.9 5.1
Q20: General experience 89.2 87.3 83.5 87.7 4.2
Q21: Value for money 80.3 79.2 74.3 83.8 9.4Q22: Motivation to return 89.1 86.0 78.8 86.2 7.4
Q23: Overall: AVIS experience 86.5 83.5 73.9 86.7 12.8
CSI overall 89.3 86.7 82.7 88.9 6.2
OTHER Q5: Correct vehicle 89.0 85.3 84.1 86.3 2.3
Q6: Waiting time collect 87.9 88.2 83.2 89.7 6.4
Q7: Courtesy collect 90.2 89.7 85.7 91.4 5.7
Q8: Process speed collect 89.3 87.1 84.9 90.8 5.9
Q9: Charges explained 87.5 84.7 81.3 87.2 6.0
Q10:Collection AVIS experience 90.4 87.7 84.5 89.4 4.9
Q11: Cleanliness 89.3 89.9 88.5 93.9 5.4
Q12: Mechanical condition 87.9 86.5 84.9 88.6 3.7
Q13: Make & Model 90.1 87.8 85.6 90.1 4.5
Q15: Accessibility return 87.0 86.1 82.2 90.5 8.3
Q16: Waiting time return 91.5 88.4 85.4 91.3 5.9
Q17: Courtesy return 91.1 90.1 84.8 91.6 6.7
Q18: Final charges 86.9 81.3 78.4 79.4 1.0
Q19: Return: AVIS experience 92.5 88.6 83.2 87.8 4.7
Q20: General experience 87.3 85.4 82.4 87.3 4.9
Q21: Value for money 84.0 81.2 77.7 78.0 0.3
Q22: Motivation to return 88.8 86.8 82.7 85.7 3.0
Q23: Overall: AVIS experience 87.5 82.0 81.2 87.1 5.9
CSI overall 88.4 86.2 83.4 88.3 4.9
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AVIS CSI: May 2004 customers 20
INDIVIDUAL STATIONS
Station3 Sam le CSI Index
KEMPTON VAN 4X4 48 80.8
UMTATA APT 65 81.1
RANDBURG 91 81.2KRUGER MPUMALANGA 81 81.4
CAPE TOWN DTOWN 206 81.4
JNB INT APT 1815 81.5
MMABATHO APT 55 81.5
BRAAMFONTEIN 171 81.5
CAPE TOWN APT 2112 81.6
PIETERMARITZBURG 83 82.1
PRETORIA 217 82.4
DURBAN INT APT 1384 82.5
PARK HYATT HOTEL 57 82.6
PLZ APT 541 82.7
EAST LONDON APT 352 83.0
GEORGE APT 351 83.0
WELKOM 96 83.1
NEWLANDS 76 83.3
SUN CITY 68 83.6
RICHARDS BAY APT 141 83.8
UPINGTON APT 72 83.8
DURBAN DTOWN 119 83.8
BRAKPAN 65 83.8
MARGATE APT 52 83.8
BLMFONTEIN APT 131 84.0
SANDTON 92 84.3
RAND APT 53 84.4
GRAND CENTRAL 57 84.4
CENTURION 107 84.5
ISANDO 86 84.7
MENLYN PRETORIA 76 84.8
SIZWE PARKTOWN 65 85.0
DURBAN VAN 4X4 49 85.5
UMHLANGA 59 85.6
BLOEMFONTEIN DT 72 85.7
KIMBERLEY APT 146 85.9
PAROW 70 86.1
WITBANK 52 86.7
ROODEPOORT 58 87.3
PINETOWN 53 89.2
Grand Total 9544 82.5