Driving Smarter Decisions in Car Rental
At MRM, we've spent over two decades partnering with leading car rental brands to transform customer experiences through real-time feedback, intelligent data systems, and actionable insights.
Overview
Car rental brands operate with thin margins and high service expectations. Every customer interaction—from booking to vehicle return—shapes loyalty and repeat business. MRM helps car rental companies improve turnaround, reduce lost bookings, and improve customer loyalty through structured feedback and support platforms.
Our integrated approach combines data management, real-time feedback capture, and loyalty development to drive measurable results.
Key Challenges in Car Rental
High Expectations, Tight Margins
High Complaint Volumes
High complaint volumes at return and check-out create bottlenecks and customer dissatisfaction if not handled immediately.
Inconsistent Service Levels
Service quality varies significantly across branches, making it difficult to maintain brand standards nationwide.
Poor Follow-up on Service Failures
Without systematic follow-up, service failures go unresolved, leading to lost customers and negative reviews.
Low Repeat Booking Rate
Without understanding what drives loyalty, car rental companies struggle to convert one-time renters into repeat customers.
How MRM Helps Car Rental
Agile research and insight solutions for a fast-moving industry
Real-Time Feedback at the Branch Level
- Complaint/compliment submission on-site
- QR-code and WhatsApp feedback tools with real-time alerts
- Live resolution dashboards by branch
- Track service recovery effectiveness
Post-Rental Call Centre Campaigns
- Post-rental NPS surveys
- Recovery calls for unhappy customers
- Lost & found coordination as loyalty touchpoint
- Voice-of-the-customer insights
Loyalty Strategy Design
- Complaint trend analysis and root cause identification
- Driver profiles linked to satisfaction outcomes
- Single centralized live dashboard
- Data-driven loyalty programs
Avis Southern Africa
A 20-Year Journey of Growth and Transformation
Over 16 years, MRM has assisted Avis with in-depth customer research across multiple markets and segments...
“Over 16 years MRM has assisted Avis with in-depth customer research...”
“Our teams now know which issues hurt loyalty the most...”