Case Study: Silvercar achieves 80+ NPS and better customer experiences with Delighted

Silvercar - Customer Case study

Silvercar, an Austin-based transportation company founded in 2012, set out to fix the frustrating airport rental experience by offering premium Audi vehicles, easy app-based booking, and concierge-like service. To keep improving the customer journey as it scaled, Silvercar needed a simple way to capture timely feedback and understand pain points across its growing operation.

Silvercar implemented Delighted’s NPS survey platform to gather immediate customer feedback after vehicle return, making it easy for the team to read comments, respond quickly, and share insights across locations. With Delighted, Silvercar maintains an average NPS of 80 to 85, far above the airport rental industry average of 18 to 26, and sees survey response rates of 50 percent from first-time users and 32 percent from repeat recipients.

Silvercar

Allen Darnell

Chief Technology Officer