Continous Improvement

Continuous improvement is the process of continually seeking ways to improve processes and procedures. Avis Budget Group is always looking to grow and get better at what they do.  In an effort to becoming the #1 car rental company ABG surveys customers(VOTC) and employees(VOTE) to get honest opinions about current processes and procedures, and also allows both customers and employees to leave recommendations for consideration.


V.O.T.E  (Voice Of The Employee) is anonymous survey given once a year.  Managers are responsible for making sure that all employees at their location take the survey.  Listening meetings are also held with employees and upper management(regional managers) on a quarterly basis to hear any grievances and recommendations for process improvement.

V.O.T.C. (Voice Of The Customer)is a detailed survey that asks a series of questions from overall satisfaction to car received . The rating ranges from 1-7, 7 being the highest level of satisfaction. The VOTC survey gives the company an opportunity to hear from the customer first hand, and also provides information for them to address employee issues directly. The Operations Managers are responsible for replying to customers and rectifying any bad customer service issues by using customer recovery techniques.