|
While independent car rental agencies provide superior service and great value, they still suffer from not having nationally recognized names or advertising campaigns. To get the CRX Associate Car Rental Providers the respect and recognition they deserve, Car Rental Express is proud to maintain the CRX Consumer Reliability Index.
What Is The CRX Consumer Reliability Index?
The CRX Consumer Reliability Index is an amazing opportunity for your agency to highlight its tremendous commitment to great service and value. It is an independent renter feedback tool that creates the CRX Consumer Reliability Index Seal, a star-based consumer rating for each agency that is displayed throughout CarRentalExpress.com and can also be placed on your own agency's web site. 
The system operates by asking Car Rental Express renters to take an anonymous online survey that details their rental experience with a Car Rental Express Associate Car Rental Agency. The survey measures nine categories of service. The renter gives their agency a rating from one to five CRX Stars in each category, with five stars being the most positive. The renter responses are then averaged to form both a detailed breakdown of customer satisfaction in each category and an overall rating for each agency.
By providing an independent system of consumer feedback, Car Rental Express allows each Associate Agency to demonstrate to online viewers that it has proven itself as being an agency that provides superior service and value to real renters.
The CRX Consumer Reliability Index Gives Your Independent Car Rental Agency:
- Worldwide Brand Recognition
- Increased Renter Confidence
- Valuable and Detailed Independent Renter Feedback
- A Reputation for Quality and Reliability
- The Chance to Demonstrate Your Commitment to Great Service and Customer Satisfaction
- More Rentals and More Money!
Get Your Agency Rated By The CRX Consumer Reliability Index Today!
If you haven't already, sign-up to become a Car Rental Express Associate Car Rental Agency!
After you join your agency will start receiving the benefits of the CRX Consumer Reliability Index.
The CRX Consumer Reliability Index Feedback Process
- If a Car Rental Express renter chooses to participate in the CRX Consumer Reliability Index, the day after their scheduled drop-off date they are sent an email linking them to the CRX Consumer Reliability Index Survey.
- The renter then fills out a brief online survey, rating an agency on a scale of one to five CRX Stars in nine distinct categories, with 5 being the highest score.
CRX Consumer Reliability Index Rating Categories
- speed of service
- degree to which the rate quote was honored
- staff knowledge
- staff courteousness
- vehicle availability
- vehicle satisfaction
- value
- would rent again
- recommend to others
- These survey results are automatically collected by Car Rental Express and are averaged with all of the agency's previous results to form a CRX Consumer Reliability Index Score in each category.
- The nine category scores are then averaged to form an overall CRX Score. This score is displayed prominently throughout Car Rental Express whenever a particular agency is mentioned.
The Car Rental Express Consumer Reliability Index is easy to use, totally automated and is yet another great reason to become a Car Rental Express Associate Car Rental Agency.
Become a Car Rental Express Associate Right Now!
Q: What is the CRX Consumer Reliability Index?  |
| A: The CRX Consumer Reliability Index is a dynamic, real-time customer feedback system provided by Car Rental Express. It is integrated throughout CarRentalExpress.com so that wherever an agency is listed, its corresponding CRX Star-Based Rating as well as a link to its in depth and itemized ratings breakdown are displayed.
|
| Q: How Do Agencies Get Rated? |
A: There are three possible ways for a renter to rate an agency.
First, after every completed Car Rental Express rental, customers are automatically delivered an email that invites them to rate their rental experience. They are allowed to rate each particular agency once per household, per month.
Second, online Car Rental Express viewers are invited to rate any member agency they have recently rented with, provided they submit detailed and verifiable contact information.
Third, each member agency can invite selected customers to participate in the Car Rental Express rating system, even if they have not reserved through Car Rental Express. This is accomplished by imputing an email address through your Agency Administrative Workstation and is an excellent opportunity for each agency to boost their rating by inviting their most satisfied customers to participate.
|
| Q: What Categories are Rated? |
A: Each company receives an overall rating, which is an equal average of 9 ratings questions. The questions test the following categories:
- speed of service
- degree to which the rate quote was honored
- staff knowledge
- staff courteousness
- vehicle availability
- vehicle satisfaction
- value
- would rent again
- recommend to others
In addition, customers can provide additional free-text comments that are not displayed online but are still provided to each agency.
|
| Q: How and Where are the Ratings Displayed? |
| A: Each company receives an overall rating that is an equal average of 9 ratings questions. This rating is displayed next to each company's information throughout CarRentalExpress.com. The overall rating always provides a link to a more detailed breakdown of the ratings where the 9 categories and their respective scores are listed.
The ratings are viewed as a series of stars which range from 5 stars, representing an "outstanding" rating, down to 1 star, representing an "unsatisfactory" rating. These are averaged in a numerical score which is used to determine your agency's overall rating.
|
| Q: Will This Have an Effect On My Reservations? |
| A: Yes! By providing more information and user feedback to the customer, CRX is allowing users to make a more informed choice. This can result in either increased or decreased reservations, depending on the nature and quality of your service.
|
| Q: Can Agencies Contact the Renter? |
| A: Not as of yet. The anonymity of the feedback system allows customers to give fair and unbiased information, without fear of damaging their relationship with you. In the future, under certain restrictions, customer contact information may be available to you in order to rectify customer concerns. This concept is currently under development.
|
| Q: How Can Agencies Interpret Their Ratings Information? |
A: The detailed nature of the ratings system provides you with the ability to target your strengths and weaknesses with precision. Instead of merely looking at your overall rating, Car Rental Express suggests that you examine your agency's performance in each category and utilize that data to improve your service.
In addition, because Car Rental Express.com allows you to compare your ratings to other rental agencies, it is possible to determine the characteristics and needs of the customers in your area. For example, if most of the customers in your area are critical of Vehicle Availability, you may take this as an opportunity to advertise the variety and large number of cars in your fleet, targeting your marketing strategy directly at your customers' specific criticisms. This is yet another terrific advantage of becoming a Car Rental Express Associate.
|
|
