Case Study: Global rental car brand uncovers $34M tied to pickup speed with InMoment

Key results

The challenge

A global rental car brand with more than 6,000 locations needed to understand the key drivers of the customer experience and determine the ROI of improving specific friction points, including pickup speed and loyalty conversion.

The solution

InMoment analyzed the brand's customer experience data to identify the main drivers of satisfaction and model the financial impact of improving them.

The results, in context

InMoment identified $34M in potential revenue recovery tied to pickup speed and a $10M opportunity from converting current customers to loyalty members. The analysis also found that 33% of competitors' loyalty members were willing to switch.

Products used