Committed to Our Customers
At Enterprise Mobility, we put people first. Our commitment to building better experiences is enabling us to pursue new possibilities for our customers, team members and the communities we serve.
We will continue to evolve by acting on our founding values. We prioritize the quality of our relationships, which is how we’ve grown from a local rental car company into a global mobility leader.
Our focus is on pairing the right vehicle with the right customer by understanding every person’s unique travel journey, preferences and concerns.
Will Withington, Executive Vice President of Global Operations - Enterprise Mobility
Driven By You
Our future takes shape with every customer input and conversation. In fact, we've collected millions over the years. We’re constantly incorporating consumer needs and feedback to enhance our mobility solutions.
No one enjoys bumps in the road. At Enterprise Mobility, we’re finding new ways to ensure that any mobility experience runs as smoothly as possible. By combining modern technology, developing new tools and streamlining our processes, we’re optimizing our customer experiences from the inside out.
How We Serve Customers
Explore some of the many ways we’re working to design, deliver and enhance mobility for everyone.
Loyalty has always been at the center of who we are and how we work, but it’s also a way we support and empower our customers. Our loyalty programs are about doing right by our customers. That includes everything from ensuring they can make the most of the perks we offer, while also providing meaningful opportunities to help shape our operations into the future. We actively listen to what customers want and need — and that honest feedback is the heart of the relationships we’re working to build with our loyalty programs.
Technology unlocks new possibilities, but nothing replaces the human touch. We’re constantly working to enhance customer interactions by building better, more intuitive digital experiences that put people first. Our approach means greater flexibility and convenience for everyone — especially our customers. And because digital capabilities are only part of building a better customer experience, we always have people here ready to meet whatever need you have.
Thanks to honest conversations and new technologies, we’re always striving to reach the highest levels of customer satisfaction. We’re constantly reviewing customer surveys each month to identify opportunities to enhance their experiences. From there, we’re also leveraging our proprietary Service Quality Index (SQI) to gain deeper insights to help improve our customer satisfaction. In addition, daily conversations between our employees and the people we serve provide insights that enable us to enhance our service in meaningful and impactful ways. That means better service, better experiences and better mobility with every customer interaction.
No one enjoys bumps in the road, which is why we’re focused on finding ways to ensure that any mobility experience runs as smoothly as possible. By combining modern technology, developing new tools and streamlining our processes, we’re working to remove friction around the most critical steps in the journey, delivering customers enhanced control, personalization and transparency. In automating certain elements of the check-in and return processes, we are making our operations more efficient and flexible. And while technology unlocks new possibilities, nothing replaces the human touch, which is why we’ll always have people ready to meet whatever need a customer has.
At Enterprise Mobility, safety is a top priority. Branches are notified of preventative maintenance requirements, and vehicles in need of service are taken to appropriate service providers. Enterprise Mobility receives regular updates from auto manufacturers alerting the operations of any vehicles that are subject to a safety recall. When a vehicle is identified, a mandatory hold is activated in the rental management system until the applicable repair or remedy is provided and completed.
Enterprise Mobility’s Standard of Care also supports high-quality vehicle maintenance and customer service. Across mobility lines, this may include vehicle-cleaning practices, low-touch digital tools, following and exceeding manufacturer’s guidelines for repairs and final vehicle check documentation.
