Avis has launched its “3 Minute Promise” service, for Avis Preferred members, across approximately 500 European locations following a successful trial and implementation of the service in France and the UK.The customer service initiative has a current success rate of over 98%.
The 3 Minute service begins when the customer enters the Avis premises and time can be measured by the renter with a stop watch provided at the start of each rental process. If the time elapsed is over the three minutes, the customer will receive an apology, and a few days later, a retail voucher worth €30/£20 in the post.
Avis Preferred is a complimentary frequent renter scheme. Since 2007, members have been guaranteed their car keys and a printed Rental Agreement within three minutes or less, at participating Avis European locations.
Renting as an Avis Preferred member is quick as there is no need, in applicable countries, to complete documentation each time the customer rents a vehicle. Having signed their first Master Rental Agreement when they become an Avis Preferred member, customers then simply need to show their driving licence each time they rent, collect their keys and drive away. The scheme appeals to business and leisure travellers alike, offering pre-prepared paperwork, priority customer service and a dedicated reservation line.
Daniel McCarthy, Commercial Director, Avis UK explains: “It is our aim to enhance our customer service through best practice initiatives such as this, particularly focusing on offering a fast, efficient service. The 3 Minute Promise means our Avis Preferred members have a guarantee from us to process their rental as quickly as possible. The success rate so far has been excellent and we are confident this will continue to grow across further locations in Europe.”
Daniel continues: “The long-term aim of this initiative is to ensure that all Avis Preferred members receive speed of service regardless of where the Avis location is. This is part of Avis’ ongoing commitment to consistent benefits and standards across our network.”
Avis locations now offering the “3 Minute Promise” include 373 rental stations in France and all major airport locations in the UK. In addition, the service has been launched in Germany, Portugal, Spain, and Switzerland, with the Netherlands and Belgium following later in 2008.