They are not immune from wake-up calls about shortcomings in the status quo. Though businesses should always strive for customer experience excellence, they are not immune from rough patches. That fact, in and of itself, is not inherently crippling. Several recent reviews reflect poor-rather than merely underwhelming-service, which only further cements the fact that Zipcar’s customer experience needs work. With no inherent reason to lag behind other services or fall short of a 5/5 ranking, any such shortfall can be directly attributed to a flawed service experience. Their food is, at the end of the day, not as good as that prepared by the culinary elite.īut as the innovator and leader in the space, Zipcar is supposed to represent the Holy Grail. Thanks to the existence of high-end, gourmet establishments, modest restaurants, no matter how customer-centric, will naturally face an uphill battle in achieving perfect Yelp scores. While such an average is not necessarily bad in the broader context of Yelp, it carries specific, damning implications for a business like Zipcar. The New York iteration of the company’s 3/5 score on Yelp makes it abundantly clear that customers are underwhelmed. And upon further review, it is clear that while AdWeek’s journalistic approach might have dampened the story’s significance, Zipcar’s customer experience is indeed veering off the course. Still, that a modern company-raised in an era of customer-centricity and instant-feedback-sharing-could inspire overt negativity is indeed worth discussing. Context is needed before worrying about quantitative dissatisfaction a few tales of customer service horror, while certainly relevant to the actual business’ customer experience design, can only carry so much reputational weight. That the article spotlighted one negative anecdote made it even easier to dismiss. Given that logic, putting stock in AdWeek’s new article " Zipcar’s Customer Service Gets Horrible Reviews." Insofar as some degree of dissatisfaction is inevitable, that an organization is not loved by all is a statement of reality rather than revelation. I will try it a few more times as I believe you should not be put off by your first experience as overall it was not bad but could have been better.If The Beatles, "Breaking Bad" and "The Dark Knight" are not immune to bad reviews, then what brand could possibly consider itself immune to negative feedback? The convenience and share system is what inspired me to join. I would have got better value with a Car Hire company with a cleaner car and someone to point out the essentials. I was forced to hire a car that was more expensive than their base rate as none of these cars are available in my area. I think the cost is not good value for money. A simplified instruction system for essentials e.g. The operator spent time questioning me about this which I found rather annoying as I was now paying to use the car and was now late. The operator was surprised the car was dirty and the inside also had not been cleaned for sometime. When I finally got through, the car was opened and I explained the damage to the operator one which had been logged and one not logged. I had to wait on hold for 5 minutes or more. There was no option for choosing 'access problems' on their phone system which I would think would be a priority choice. I returned after the initial time of hire, tried again and called Zipcar. However I had read you can gain access up to 15 minutes earlier. I thought access may have been an issue because it was early.
Alas it didn't work and I had a message to call Zipcar. I inspected the car for damage and then attempted entry via the App on my mobile phone. The car looked like someone had cleaned it with a dirty rag. I arrived at the car about 10 minutes early, hoping to get in and familiarise myself with the car. Would I recommend ZIPCAR to my colleagues at work or/and friends? Naturally so. Additionally, the flexibility of the rental/loan process is wondrous it suits my lifestyle. No doubt that ZIPCAR Customer Service Team have their 'foot to the floor' everyday but, from my experience, those instances that have required the direct intervention or advice have been handled reassuringly calmly (especially when I was sitting in the car with the "hour ticking down") with a professionalism that other "car rental" companies could learn from. There were no surprises, no second guessing. It seems that ZIPCAR is founded on delivering the same and I have found this philosophy has helped me in accessing not only going through the initial Registering/Verification process but the equally important Booking process. With the Henry T Ford methodology of producing motor cars to the highest of standards, utility and reliability, ZIPCAR has adopted the same model. Individual-focused customer service built on the Henry T Ford standardisation
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