Case Study: Advantage Rent A Car improves customer experience and online reputation with Experience.com

Experience.com Helps Hospitality Companies Drive Real-Time Behavioral Improvement

The customer, Advantage Rent A Car (AEZ), faced a significant challenge with its online reputation and customer loyalty. With a very low Net Promoter Score (NPS) of -25 and an average Google star rating of 1.8, the company's traditional survey methods were ineffective, yielding only a 2% response rate and providing little actionable data. They partnered with Experience.com (formerly SocialSurvey) to implement a modern Customer Experience (CX 2.0) strategy.

Experience.com provided a solution that delivered real-time feedback tied directly to individual rental agents, enabling immediate performance improvement and recognition. This approach resulted in a dramatic measurable impact: the average agent review score soared to 4.32 stars, the overall Google star rating for locations improved by 1.9 stars, and deliverable customer email addresses increased from 47% to 89%. The NPS score improved by over 51.5 points, and the company collected 10 times more reviews annually, transforming their employees into brand ambassadors and their customers into a primary marketing asset.

Advantage Rent A Car