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The Enterprise Story–Measuring What Matters
Turnberry Isle Resort, Florida, 1996. The mood at the Enterprise Rent-A-Car senior management retreat should have been festive. It was Enterprise’s most successful year so far. The company was growing fast and had just overtaken Hertz as the number one rental-car agency in the United States. But the opening presentation at the meeting hit a sobering note. Customer-satisfaction scores were flatlining. In a satisfaction study of insurance adjusters (a prime source of customer referrals), some adjusters had ranked Enterprise below one of its competitors.
When that slide hit the screen, CEO Andy Taylor remembers, “there was an audible gasp in the room.” All eyes turned toward founder and chairman Jack ...
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