Voice of Customer
APRIL 2026
IQS (more on slide 2!)
CONTACTS & SURVEY RATE
Trustpilot
84.55%
30% Contact Rate - 17,889 contacts 13.8% Survey Reply Rate 1360 good vs 358 bad
4.2
-4.97% MoM
Top 2 Trustpilot review dissatisfactions reasons
Late return penalties
"1 hour late because I couldn't find any SP95 fuel before return the car and I was charged for a full day."
CSAT
Top 3 BadCSAT
79%
OW CSAT: 82%DR CSAT: 78% GfB CSAT: 71%
Fuel - 59 bad reviews (29.4% ratio / 72.4% CSAT) Late Fees - 18 bad reviews (31.6% ratio / 71.9% CSAT)) Vehicle condition at Check-in - 15 bad reviews (22.4% ratio / 79.1% CSAT)
Vehicle condition
+3% MoM
"No car maintenantce (used brakes, low oil, car very dirty) that ended up with the car being towed. My holiday was ruined."
Voice of Customer
APRIL 2026
Actions
IQS - Unavoidable vs avoidable BadCSAT root causes (274 tickets reviewed)
Avoidable causes
New feature in Intercom that suggests a resolution for the agent, currently in testing in NO Upskilling of 3 new Level 2 agents for FR Hiring of 3 new ES agents On site training in Oslo
Answer thoroughness - 30 tickets Accuracy - 13 tickets
Avoidable
Unavoidable
Unavoidable causes - Drivers
Unavoidable causes - Owners
Actions
Slack notifications for calls to reduce waiting time for users Handling of phishing attack Improvement of cancellation policy to speed up the refund process
Policy dissagreement (Fuel, Late Fees, Infractions) - 63 tickets Overall experience (CO flow issues, car unavailable, breakdown) - 46 tickets
Overall experience (Fuel) - 37 tickets Policy disagreement (fuel, owner contestation, reviews) - 34 tickets
April 2026
michele.khitab
Created on May 6, 2026
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Transcript
Voice of Customer
APRIL 2026
IQS (more on slide 2!)
CONTACTS & SURVEY RATE
Trustpilot
84.55%
30% Contact Rate - 17,889 contacts 13.8% Survey Reply Rate 1360 good vs 358 bad
4.2
-4.97% MoM
Top 2 Trustpilot review dissatisfactions reasons
Late return penalties
"1 hour late because I couldn't find any SP95 fuel before return the car and I was charged for a full day."
CSAT
Top 3 BadCSAT
79%
OW CSAT: 82%DR CSAT: 78% GfB CSAT: 71%
Fuel - 59 bad reviews (29.4% ratio / 72.4% CSAT) Late Fees - 18 bad reviews (31.6% ratio / 71.9% CSAT)) Vehicle condition at Check-in - 15 bad reviews (22.4% ratio / 79.1% CSAT)
Vehicle condition
+3% MoM
"No car maintenantce (used brakes, low oil, car very dirty) that ended up with the car being towed. My holiday was ruined."
Voice of Customer
APRIL 2026
Actions
IQS - Unavoidable vs avoidable BadCSAT root causes (274 tickets reviewed)
Avoidable causes
New feature in Intercom that suggests a resolution for the agent, currently in testing in NO Upskilling of 3 new Level 2 agents for FR Hiring of 3 new ES agents On site training in Oslo
Answer thoroughness - 30 tickets Accuracy - 13 tickets
Avoidable
Unavoidable
Unavoidable causes - Drivers
Unavoidable causes - Owners
Actions
Slack notifications for calls to reduce waiting time for users Handling of phishing attack Improvement of cancellation policy to speed up the refund process
Policy dissagreement (Fuel, Late Fees, Infractions) - 63 tickets Overall experience (CO flow issues, car unavailable, breakdown) - 46 tickets
Overall experience (Fuel) - 37 tickets Policy disagreement (fuel, owner contestation, reviews) - 34 tickets