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National takes surveys seriously
Page 26
If you've noticed an error in this article please click here to report it so we can fix it.
1AM WRITING IN response o your article headed "HittingThe Hire Spot" (CM 22 Deeember).At National Car Rental we welcome surveys of this sort.On the whole, your investigation demonstrated the value and ease of renting vans and how the large rental companies, like National, are introducing the same sort of quality and customer service standards to van rental that already apply to cars.
I would, however, like to address the issues raised regarding the speed of service at the National location.A number of unusual circumstances conspired to delay checkout, prolonging an experience that in normal circumstances only takes around 10 minutes for a first-time renter (even allowing for a DVLA licence check as was needed in this case). I would like to think the swift handling of the return of the vehicle highlights that previous events were out of the ordinary.
Added to which, we offer a number of facilities for regular customers to receive the swiftest possible vehicle checkout. Account customers are offered delivery and collection of the vehicle and one-way hires for convenience, plus they are given the opportunity to use their own insurance to further reduce cost.
The other point I would like to address is the comments about the age and outward appearana of the National van.This was one of our vehicles near the end of its time with us, and its condition reflected this. Our vehicles are not all this age.
However, I do not believe age and appearance alone are entirely appropriate benchmarks to use Vans are working vehicles, which means they will suffer wear and tear over the period of their life.' believe at National that a much more important benchmark is van safety.This was only mentioned briefly in your article.
Finally I would like to say that at National we se 'mystery shopping' exercises like yours as opporti nities to highlight potential areas for improvemer We have, therefore, taken on board the findings ol your report and are already looking into ways to prevent similar circumstances occurring again. Simon Reeves Director Van Business Development National Car Rental