Enterprise Rent-a-Car: Measuring Service Quality Essay Example

survey) is what enterprise uses. This is cost effective and it minimizes interviewer bias and may allow accuracy in answers provided by the respondents.

Mail survey on the other hand has a low response rate, unanswered questions and sometimes incorrect answers are given due to misunderstanding on the part of the respondents.

Online survey is also another method Enterprise could use. It provides timely response from respondents. To minimize drop out, a way is offered for the respondents to save their survey and return to it later on. Enterprise can improve the response rate and the timeliness of the feed back in several ways. Enterprise should send the respondents an advance letter telling them the purpose of the mail survey.

An introductory message should always be attached to the questionnaire just in case the respondents have forgotten about the advanced letter that was sent. The sampling procedure should be briefly explained so that the respondents would have the idea how they were selected. The questionnaire should be brief, simple and interesting and the respondents’ confidentiality must always be protected. Incentives to the respondents must be considered. This may encourage timely response. An incentive such as a dollar bill may compensate respondents for their time.

Always, a postage paid return envelope must be enclosed. Enterprise must have a follow-up mailing policy. The importance of customer service at Enterprise Rent-A-Car. The Times 100 Business case studies.