How CAMASYS Measures Customer Satisfaction Across Every Step of the Rental Journey

In the mobility and car rental business, the number of customers is important — but their satisfaction is what truly drives long-term success. A returning customer is worth far more than a one-time booking, and their experience depends on several touchpoints:

• reservation
• pickup process
• vehicle handover
• cleanliness
• vehicle condition
• return interaction
• billing
• communication

The challenge for operators is understanding which parts of the rental process work well and which need improvement, especially when multiple staff members or departments participate.

CAMASYS solves this with a structured, data-driven approach to customer satisfaction measurement, allowing operators to evaluate every part of the rental journey — and link feedback to specific actions, branches, and employees.

1. Customer Surveys Built Into the Workflow

CAMASYS offers automated customer feedback tools that trigger at key points, such as:

• after pickup
• after return
• after damage processing
• after invoice delivery

Surveys include metrics such as:

✔ Net Promoter Score (NPS)

“How likely are you to recommend us?”

✔ Satisfaction score for each step

• speed of pickup
• friendliness of staff
• vehicle condition
• clarity of the contract
• cleanliness
• return process
• billing and transparency

✔ Open comments

Customers can mention specific employees or issues.

All results are stored directly in the customer’s profile for long-term evaluation.

2. Linking Feedback to People and Processes

The powerful part of CAMASYS is that customer satisfaction is not generic — it is connected to the employees, processes, and touchpoints involved in the rental.

CAMASYS can attribute feedback to:

• the branch where the rental took place
• the agent who created the reservation
• the employee who handed over the vehicle
• the driver who prepared or delivered the car
• the staff member who handled the return
• the person who closed the contract or issued the invoice

This creates full transparency and accountability.

3. Understanding What Went Wrong — and Where

Because surveys are linked to workflow steps, CAMASYS helps operators identify bottlenecks:

✔ “Pickup took too long.”

→ branch load problem or staff training issue.

✔ “Vehicle was not clean.”

→ preparation team or workflow issue.

✔ “Return experience was slow or confusing.”

→ unclear procedures or missing training.

✔ “Billing was unclear.”

→ need for better communication or review of pricing rules.

✔ “Vehicle had technical issues.”

→ maintenance process review.

This makes it easier to correct issues before they become systemic problems.

4. Comparing Branches, Brands, and Staff

For multi-branch or multi-brand operators, CAMASYS provides performance comparisons, such as:

• satisfaction by branch
• satisfaction by brand
• satisfaction by vehicle class
• satisfaction by staff member
• satisfaction by process step

This helps managers reward high-performing employees and support weaker teams.

5. Long-Term Trend Analysis

Over time, CAMASYS builds a database of customer satisfaction trends:

• rising or falling satisfaction levels
• recurring negative comments
• seasonal differences
• impact of new staff
• effect of new policies or procedures
• correlation between satisfaction and revenue

This helps businesses plan improvements based on real data, not assumptions.

6. Real-Life Example

A rental operator noticed declining satisfaction scores during summer months.
CAMASYS analytics revealed:

• cleaning times were shorter
• cars were sometimes delivered late
• certain employees were overloaded at peak hours

After optimizing the preparation workflow and adjusting staffing schedules, satisfaction increased by 32% within two months.

Conclusion

Yes — CAMASYS provides a complete system to measure customer satisfaction and evaluate every part of the rental process.
With automated surveys, detailed scoring, employee attribution, and branch-level analytics, operators gain deep insight into:

• who delivers excellent service
• where improvements are needed
• which processes affect customer loyalty
• how satisfaction impacts revenue

CAMASYS transforms customer feedback into actionable data — helping rental companies improve quality, increase retention, and build a strong reputation in a highly competitive market.