Global Rental Car Brand Uncovers $34M Tied to Pickup Speed

With over 6,000 car rental locations spread across the globe and hundreds of thousands of unique car rentals, this brand needed to not only understand the key drivers of the experience but also determine the ROI if they were to improve friction points.

Story Highlights 

• Identified the main drivers of customer satisfaction
• Identified the financial impact of dissatisfied customers
• Provided recommendations for improving customer experience

Understanding the Challenge

The customer experience team needed to understand how to elevate their customer experience and quantify the financial consequences of poor customer experience, thereby bringing a customer-centric focus into business strategy and decision-making. There was limited financial and operational data available alongside customer experience feedback.

Strategic Insights Drive Solutions

The InMoment Strategic Insights Team approached the challenge with a multi-layered, data-driven strategy.

• First, they tapped into their advanced Natural Language Processing (NLP) and unstructured data analytics in Spotlight to sift through a wide array of customer signals, including surveys, social media, and competitor feedback, in order to pinpoint the root causes of dissatisfaction.
• Then, using Spotlight’s Impact Predictor on survey data, they discovered that the speed of service was the main driver of satisfaction and were able to delve deeper to understand the specific friction points related to the speed of service through customer comments.
• To deepen their understanding, InMoment’s Reputation Management solution introduced another layer of intelligence, incorporating employee data and location-based customer insights, which revealed hidden gaps and new opportunities for improvement.
• Finally,  InMoment conducted a Market Pulse study to benchmark the brand against its competitors, surfacing untapped opportunities to attract more customers.

Outcome

• Speed of service was a primary driver of satisfaction and retention
• 1 of 4 detractors mentioned wait time as the core issue of their experience
• Customers who were dissatisfied with the speed of service were very likely to churn
• Improving the speed of service represents a $34.4M revenue opportunity
• Better customer experience was connected to the opportunity to convert renters to loyalty members and acquire competitor customers, highlighting an additional $10M in potential growth

Conclusion

This case study underscores the tangible impact of customer experience on business performance. By identifying the speed of service as a critical driver of loyalty and dissatisfaction and understanding the specific friction points, the brand uncovered a $34.4M annual revenue opportunity tied directly to operational improvements. 

Additionally, the insights revealed that one-third of competitors’ loyalty members are willing to switch—emphasising the urgency and competitive advantage of delivering a seamless rental experience. With clear financial implications and a roadmap for action, the brand is now positioned to reduce churn and convert existing customers into loyal members, unlocking an additional $10M in potential growth. This data-driven approach turned an abstract customer challenge into a measurable, high-impact business case.

To see how InMoment can diagnose and improve the customer experience at your organisation, schedule a demo today!