Enterprise Rent-A-Car Closely Ties Customer Service to Employee Success

Multiple Choice

Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi) , the company routinely follows up with customers by phone to determine their level of satisfaction with the company. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee's potential for promotion. Enterprise uses a _____ customer-defined standard.

A) Reactive
B) Proactive
C) Informal
D) Hard
E) Soft