Avis Experiment: Will the survey trigger a response?

Background: I've unsuccessfully tried four times to resolve a problem with Avis. I signed up for "Preferred" status so I could bypass the rental counter, but I've had to go to the rental counter anyway. Now, I'm using my blog to chronicle my attempts to see if Avis will finally resolve the issue or cause me to find a new "Preferred" rental car company.

I received an email from Avis inviting me to take a short survey to let them know how they did on my recent rental in Honolulu. This is a great way to kick-off my experiment. I just had to remind myself to rate everything objectively.

It was a pretty decent survey overall. Here are some things I liked about it:

  • It took me less than 5 minutes to complete.
  • I had the opportunity to add specific comments.
  • The survey asked me a follow-up question based on the poor rating of my pick-up experience.

My real question is whether or not I'll hear from Avis. Customer surveys can be very powerful if someone follows up with upset customers. Customers might get even more upset if you survey them but don't follow-up because the survey re-opens the wound. I'll keep you posted!