Case Study - What Gets Measuured Gets Done: Ensuring Customer Satisfaction at Enterprise Rent-a-car

Over the years Enterprise has built its success on a relatively simple business model that carefully balances four critical success factors - customer satisfaction, employee development and advancement, fleet growth and profitability. In practice Enterprise think of this as a virtuous circle.

Smart, well-trained employees who are passionate about our business provide exceptional customer service. Customers, who have a good experience and receive good value, not only come back, but tell others about Enterprise. As the number of new and repeat customers grows, so does our company - offering employees plenty of opportunities to expand their responsibilities and advance their careers. As employees progress through the ranks of management, they are rewarded with a percentage of the profits from their individual operations. So, they have a strong incentive to strive for even better ways to profitably serve their customers... and grow their operations. A growing business leads to greater opportunities for advancement, helps Enterprise attract more top talent... and the circle of success continues to turn.

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