Several Car Rental Companies to Reinstate their SQI, NPS, and CSI in August 2021: How NVG Can Help

For the better part of a decade, car rental agencies have focused heavily on customer satisfaction ratings. The results have been remarkable. They primarily use a survey that asks recent customers the following questions:

  1. How would you rate your last rental experience?
  2. Would you rent from our agency again?

They then run the answers through customer satisfaction metric tools, such as Net Promoter Scores (NPS), Service Quality Index (SQI), and Customer Satisfaction Index (CSI) to determine how satisfied their customers are with their service.

For years, car rental agencies have used this survey to incentivize staff, identify satisfied customers and shape strategic management. However, the pandemic caused car rental agencies to hit the pause button on conducting customer satisfaction surveys simply because few people were traveling during 2020.

Now, as we emerge into a post-pandemic world, car rental agencies have plans to resume the use of such surveys to ascertain customers’ satisfaction levels. This means that employees, from branch managers down to detailers, will once again receive incentives based on their service.

How important is customer satisfaction to car rental employees? Extremely important. Employees cannot get a promotion unless their branch customer satisfaction level is at or above the company average.

Customer satisfaction level scores follow employees from one job to the next. Managers won’t get promoted without a history of high customer satisfaction scores. Regardless of how high your branch’s profits are, without a good record of demonstrable passion for excellent customer service, reward and promotion will not come.

With Americans gearing up to travel domestically by car this summer after being pent up in their homes last year, it is critical that car rental agencies bring their A-game to rise above their competitors. They need to use products that provide a solution to the increasing expectations of consumers that vehicles be clean and sanitized.

One way to do so is to take advantage of NuVinAir’s suite of odor eliminators for car rental companies.

NuVinAir Understands the Importance of Customer Satisfaction

Customer satisfaction ratings play a crucial role in the car rental business. NuVinAir is the leader in providing odor elimination products for rental car companies and therefore understands the importance of maintaining an aging fleet and the role it plays in keeping customers happy.

NuVinAir helps with customer satisfaction by:

  • Removing the previous renter – cigarette, cannabis, pet, and other odors are eliminated, quickly restoring the vehicle to a neutral air environment.
  • Eliminating the need for expensive, third-party detailers.
  • Replacing harmful and ineffective products like ozone machines and masking sprays.

The vehicles are treated with NuVinAir’s hands-free system that fits into the cupholder of any vehicle. Portable, reusable, and simple to operate, the NuVinAir Cyclone is exclusively designed to deliver 15-minute ReStore and 7-minute Refresh treatments autonomously. When activated, the Cyclone unleashes a dry, hygienic vapor throughout the vehicle’s HVAC system and cabin space, resulting in a clean, healthy, odor-free environment.

NuVinAir’s easy and effective odor eliminators for rental car dealers allows them to get their returned vehicles back on the lot faster, keep their fleet in pristine condition, and increase their customer satisfaction ratings.

About NuVinAir Global:

NuVinAir Global is a privately held, Dallas-based company providing healthier commutes for drivers and passengers around the world. They deliver a ‘Total Health’ product line that utilizes sanitization science and a patented cleaning process to dealerships, rental car companies, and other automotive businesses. NuVinAir’s patented ReStore and ReFresh treatments are used to clean the interior air of the vehicle, including the HVAC system, and remove contaminants, odor, and pollutants by dispelling a dry, hygienic vapor that reaches places that sprays and wipes simply cannot. Products and programs are sold through its franchisees, who own protected rights to their defined territories. For more information, visit and follow them on TwitterFacebook and Instagram.

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