Shaun Lowthorpe, Business editor
Wednesday, November 14, 2012
Dereham-based Economy Car Hire is a company whose impressive customer service ethos permeates throughout the whole organisation.
This former EDP Future 50 business impressed judges with the way it kept in touch with exactly what customers wanted.
Its products were customer-focused and very differentiated in what is becoming an increasingly competitive marketplace.
The business had collated what judges said was a “magnificent” volume and percentage of customer experience surveys and it also demonstrated a very high customer-retention rate. And to prove how it responds to customer feedback the business had made changes to its website to improve the customer experience.
Ongoing customer research has also led to changes to suppliers and product development.
Rory Sexton, founder of Economy Car Hire, said: “This is fantastic. We have built our whole business on customer care and I think it’s what makes us different from many other car-hire companies. We really care about our customers and make sure that we’re available 24 hours a day to deal with any queries or problems and we think that is a really valuable service.
“This is how we’ve built our business and it’s how we plan to continue.”
The other finalists were Norwich-based energy contract management specialists Indigo Swan, and Credo Asset Finance, also of Norwich.