Explain what the “Scale point analysis” is and how it is used to impact ESQI
It breaks down customer service samples into 5 categories
Completely satisfied –> completely dissatisfied
Define was ESQI stands for and what it means?
Enterprise Service Quality Index
It measures customer satisfaction
What are Enterprise’s four core areas and state the groups goal for each?
- Customer service - 85%
- Employee Development/Retention - 75%
- Growth - 20%
- Profitability - £75 a car
List the 8 steps of the Enterprise “Cycle of service” and identify best practices in each stage to guarantee a completely satisfied customer.
- Telephone - answer in 3 rings, with a smile
- Pick up - arrive on time
- Branch arrival - Greet customers by name, handshake
- Counter - continue conversation
- To the car - boot to boot, show controls
- Callbacks - ensure done correctly to manage fleet
- Return of vehicle - use the SFL
- Invitation to return - give business card
What are the 5 main sections of the statement?
Income, Costs, Expenses, Overheads, and Profits
What are the six sections of the income section of the statement?
- Number of units
- % days earned
- Days earned growth
- C&I income
- Net other
- Total revenue
What are the 3 sections in the overheads section of the statement?
- Branch overheads
- Group overheads
- Corporate overheads
What goes into the Costs section of the statement?
Gross costs
What 2 things go into the Expenses section of the statement?
- Personnel expenses
- Operating expenses
What 4 sections go into the Profit section of the statement?
- Break even
- Operating profit
- Vehicle adjustment
- Net profit
What is days earned growth?
The % difference between the current months Average Days earned and the prior months Average Days earned
What is C&I Income?
Customer and Internal income
- Customer: Revenue we generate from the rental of a vehicle
- Internal: Revenue we generate from billing a department within the company for a rental vehicle
What is net other?
Income from selling protection products
What are your costs every month? (9)
- Maintenance
- Depreciation
- Tax and license
- Interest
- DR liability
- Collision and Comp
- Misc expenses
- Rent costs (Leasing premium vehicles)
- Fuel (Collecting, costs and net)
What is in your personnel expenses?
- Branch (wages and overtime)
- Service agents
- Drivers
- Bonus (Commission)
- Tax
- Benefits (health care, pension etc)
What goes into your operating expenses?
- Referral expenses
- Bad Debt
- Customer satisfaction
- Uninsured losses
- Credit card charges
- Advertising expenses
- Call centre
- Travel and expenses
- Car wash
What is referral expenses?
The cost of any referral commissions paid out within the month. This includes both local and national referral commissions.
What goes into your branch overheads?
- Rent
- Taxes, building and land
- Depreciation (fixed assets)
- Insurance, building and other
- Repairs and maintenance (to building)
- Utilities
- Phone
- Supplies
- Janitorial (waste disposal etc)
- Other (coffee, postage etc)
What makes up the Vehicle Adjustment?
A combination of inventory adjustment and depreciation adjustment
What is inventory adjustment?
Also known as “flip” this is the branch potion of profit made when a vehicle is sold
What is depreciation adjustment?
10% of the vehicle depreciation amount given back each month to balance out fluctuations in used car values.