Avis Budget is one of the most recognized and trusted names in car rental services, a leading global car rental company. They engaged us to lead a comprehensive Customer Experience (CX) initiative across their Sothern African operations. With over 80 branches and complex internal workflows, Avis Budget sought to measure and improve their customer satisfaction and in turn,create a customer centric culture and foster loyalty.
Challenge
Avis faced the challenge of maintaining consistent, high-quality customer experience across its extensive network of branches. With over 150 customer journeys to manage — ranging from booking and vehicle pickup, to return and customer service — gaining a clear, real-time view of performance and customer satisfaction across all locations was critical.
Our Solution
We partnered with Avis to implement a comprehensive customer experience monitoring and management solution:
- Customer Journey Mapping & Measurement
We identified and measured over 150 distinct customer journeys, providing detailed insight into each step of the customer experience. - Real-Time Feedback & Ticketing System
Customer feedback is collected continuously and routed directly to the relevant branches and regional managers through an automated ticketing system. Each issue raised is tracked through to resolution. - Access-Controlled Reporting Dashboard
A live, role-based dashboard enables Avis teams to view customer experience metrics and resolution statuses in real time. Regional and branch-level staff see only the data relevant to them, driving ownership and accountability at every level.
Results
We improved response times to customer issues through direct ticket routing, ensuring faster and more efficient support. By enhancing visibility and accountability at both branch and regional levels, teams are better equipped to manage performance and address challenges proactively. Our systems also enable the detection of trends and opportunities across multiple customer touchpoints, providing a comprehensive view of operations. These advancements collectively empower more informed, data-driven decision-making through real-time insights.
By embedding CX research directly into Avis's operational workflow, we've helped the brand elevate service quality, strengthen regional management, and ensure consistent customer satisfaction across Southern Africa.
