Our positive Net Promoter Score maintains that we continue to deliver on that value,' spokeswoman Lindsay Wester said, referring to an internal metric used by some companies to determine if users would recommend their service. 'Since inception, Zipcar’s core value is to obsess about the member experience.

Zipcar will fine users who return a car late, dirty, or damaged, but the next customer often must call Zipcar's customer service hotline to resolve these issues. 'Were these the fault of Zipcar? Obviously not but I wonder if the offenders and warned or penalized in anyway? Probably not as I still have to deal with nonsense three quarters of the time I get a car.' Customer care is less quantifiable than customer service and is more concerned with one-to-one customer interactions. Growth : January 2005: 30,000 registered users, 1500 new members monthly, new. ZipCar Service ZipCar was a car rental service, Started in Boston in 1999 Operated in 21 Cities and ownder more than 400 Cars. And one lowlife who did not return the car and stuck us without one,' one commenter on Yelp recently wrote. Customer care is the process of building an emotional connection with your customers, whereas customer service is simply the advice or assistance your business provides them. ZipCar: Influencing consumer Behavior Group 4 14P017 Gurunath S 14P047 Shivank Pandya 14P075 Devang Nahar 14P113 Tanvi Agarwal. 'Most of issues have been with dirty car interiors, gas tanks that were on fumes and cars that reeked of smoke (Two Varieties). Zipcar often only learns about an issue with one of their cars when the next customer calls to complain, while other overgrown 'sharing economy' businesses like Airbnb or Lyft rely on peer rating systems to police users. And that means there are bound to be plenty of late arrivals and damaged or dirty cars, and none of the usual turnaround inspection and service between each rental.

The flaw that has so many customers complaining is that - unlike traditional outfits like Hertz - there's nobody checking to be sure that customers lived up to that promise. If you take a car, you're expected to return it on time, clean, and with at least a quarter tank of gas. Keys are left in the car and access is granted through a card.īut for this to work, there needs to be an honor system among customers. Customers can rent cars for any amount of time - as little as one hour - and then return the car to the original location. The Zipcar: Influencing Customer Behavior, Chinese Version (referred as Zipcar Car from here on) case study provides evaluation & decision scenario in field of Technology & Operations.

Zipcar works by providing rentals at designated parking spaces. Business Insider contacted several Zipcar users who had complained about their experience on social media, and they related frustrations with a key part of the company's customer service. The Better Business Bureau gives Zipcar a D- rating for customer service, citing the company's failure to respond to about one quarter of the total number of complaints filed against them. As a pioneer of the rapidly-expanding 'sharing economy,' Zipcar also illustrates difficulties of growing that business model.

Zipcar customer care