Corporate ESQi Average Falling?

[FailingEnterpriseAdmin]

I've heard corporate ESQi average recently fell 3 points to 76. Is this true? What's been the reaction?

Originally Posted by FailingEnterpriseAdmin

I've heard corporate ESQi average recently fell 3 points to 76. Is this true? What's been the reaction?

I left in 2004, but it seemed that there were seasonal ebbs and flows. Recent scores would be reflective of the summer peak. So, depending on how tight car availability and turnover of staff it is very likely.

Originally Posted by FailingEnterpriseAdmin

I've heard corporate ESQi average recently fell 3 points to 76. Is this true? What's been the reaction?

WOW! If that IS true, I would think that's a HUGE deal to Corporate Management. I left about 6 months ago, and at the time, the corporate folks were patting their collective backs about reaching 80 ESQi as a company average across all daily rental units.

Historically, ESQi has climbed, but typically at a pretty slow pace. Because of the large numbers of surveys across the country that are conducted each day, the overall corporate number shouldn't change all that much in a short period of time. Individual branches, areas, and even cities can swing rather wildly at times due to fluctuations in demand or personnel cycles, but nationally you should NEVER see a drop of 3 points.

I expect the reaction would be the same as for just about any other problem ERAC encounters - fire, fire, fire, and fire some more. Maybe that's why I've been hearing of so many ERAC terminations locally...hmmmmmm...

[MT Minus]

Well my office is at 85% for september, it was 89% in august. 85% is still pretty good though.

I spoke with someone who still works for Enterprise in my old region and he told me that 3/4 of the AM's and BM's don't qualify for promotions because their ESQi scores make them ineligible. I think ESQi is kind of a sham anyway. If customer's want something for free they can always make something up during the ESQi call and get it. The ESQi at my branch was usually in the high 80's to low 90's and there would always be the one or two customers who didn't like one thing or another. Anyway my point is that ESQi is dropping but probably due to staffing. I along with 3 other people left this week.

Andy taylor had to send a message a month ago about ESQI

in the years that i have worked at enterprise i have never seen a worrisome message about esqi from the man itself

wade

I will find out what is the corporate esqi and i will post

Right now I think corporate ESQi average is 78. It droped a bit again. I left the company just before that email came out. That's one thing I always hated were the 50 or so emails I would get every day from upper management telling me about ESQi, run tight, sell sell sell!!!, sell up! and other crap. What a joke it was working there sometimes. I liked the people I worked with and most of the management, but hated the hours and the pay. Good luck to all of your working your butts off to better your ESQi.

our group esqi is 74 and our GM is fuming. only 10 am/bm's in the group are eligible for promotion cos you have to have at least corporate esqi or higher to get apply for a job and 3/4 don't have this. not one of the area managers, city managers or gm can get promoted at the moment either. happy days

Originally Posted by wade wade

Andy taylor had to send a message a month ago about ESQI

in the years that i have worked at enterprise i have never seen a worrisome message about esqi from the man itself

wade

I will find out what is the corporate esqi and i will post

Here is the exact email sent out by Uncle Andy:

"This past February we hit 80 percent ESQi in Daily Rental, which means
80 percent of our customers were "completely satisfied" with their
rental experiences for that month. It was the first time we achieved this
milestone in our history. However, since February we have seen our
ESQi trend downward to 76 percent in July.

It's no secret Enterprise has experienced a great deal of success over
the past 50 years, but it took a long time to earn our position as the
industry leader, a fact I know we are all proud to say. We earned this
spot because of one thing - we strive to provide "top box" customer
service with each and every customer interaction. Simply put, we are a
customer service company that happens to rent cars.

Customers seek out and stay with Enterprise because of the courteous,
personalized service you provide them every day. This standard of
excellence and the idea of treating our customers and partners like family is
what fuels our success and creates opportunities for all of you.

I know the summer months can be an incredibly busy and difficult time
to maintain this edge, but let's start this new fiscal year by elevating
our customer service to the world-class level we and our customers are
accustomed to. That's what Enterprise is all about.

Once again, thank you for all you do.

Andy"

[4merC1er]

Originally Posted by Unregistered

Here is the exact email sent out by Uncle Andy:

"This past February we hit 80 percent ESQi in Daily Rental, which means
80 percent of our customers were "completely satisfied" with their
rental experiences for that month. It was the first time we achieved this
milestone in our history. However, since February we have seen our
ESQi trend downward to 76 percent in July.

It's no secret Enterprise has experienced a great deal of success over
the past 50 years, but it took a long time to earn our position as the
industry leader, a fact I know we are all proud to say. We earned this
spot because of one thing - we strive to provide "top box" customer
service with each and every customer interaction. Simply put, we are a
customer service company that happens to rent cars.

Customers seek out and stay with Enterprise because of the courteous,
personalized service you provide them every day. This standard of
excellence and the idea of treating our customers and partners like family is
what fuels our success and creates opportunities for all of you.

I know the summer months can be an incredibly busy and difficult time
to maintain this edge, but let's start this new fiscal year by elevating
our customer service to the world-class level we and our customers are
accustomed to. That's what Enterprise is all about.

Once again, thank you for all you do.

Andy"

Again, this shows just how out of touch corporate is with the people on the front lines. "Simply put, we are a customer service company that happens to rent cars", give me a break. That's like the devil saying hell is just a wee bit warm. What garbage.