I had also heard about the changing phone numbers thing but a GRM told me that he gets a regular report of all wronge or out-of-service numbers called during the ESQI calls and that someone in our group had been fired for faking phone numbers. I don't know how long this has been going on for.

The "wink, wink" training at the end of the rental is rampant, and that's too bad if any real change is going to occur... Well, that's not true: Real change will only occur when you have quality information from your customers AND you have the willingness to change.

Not sure if it would be better, but I think it might, and that is to make the improvement process anonymous and accessible. Perhaps all employees would do a better job if at the end of the rental they said something like, "I hope you received good service from us. Whether you did or didn't, I would appreciate it if you would complete a five question anonymous survey online or at this special 1-800 number. It has its flaws, but I think it would give real answers, too.

You make a good point, too: asking the insurance companies and the shops for their customer satisfaction opinions would help, as well.