Avis Malaysia Strengthens Service Commitment Through Customer Experience Initiatives

In the highly competitive arena of car rental and leasing, Avis Malaysia recognises that customer loyalty involves a company’s service commitment and their overall experience with the brand.

Building on the successes of the company in 2022, Avis Malaysia embarked on a mission to further enhance customer experiences by providing customers with more memorable renting experiences. It can be noted that in 2022, amidst the challenges of the pandemic, the company embarked on a mission to enhance cleanliness and hygiene standards within its rental vehicles. It equipped all its vehicles with antibacterial car mats, setting a high bar for safety and cleanliness. Now, Avis Malaysia's agenda is even more customer-centric. It revolves around creating memorable and positive rental experiences that distinguish the brand from the competition. It's not just about renting a vehicle; it's about crafting lasting memories and ensuring that each journey is nothing short of extraordinary.

Acknowledging that a vehicle's condition and interior ambience significantly impact customers’ satisfaction, Avis has made substantial investments in interior enhancements. The aim is to create a comfortable and inviting atmosphere within their rental vehicles so that customers can truly relax during their travels. Moreover, Avis Malaysia prioritises the safety and security of its customers. On top of standard safety measures, the company has introduced initiatives to elevate the in-car experience. This includes the availability of air purifiers designed to maintain clean and allergen-free air within the vehicle, contributing to a safer and healthier journey when they rent with Avis Malaysia.

As part of Avis' continuous dedication to customer satisfaction, it has launched a monthly surprise gift programme giveaway. This initiative adds an element of excitement to customers'  journeys, as they have the chance to receive unexpected gifts during their rental period. By surprising our customers with thoughtful gifts, the company aims to create a positive and lasting impression, fostering a sense of appreciation and loyalty. The company believes that continuous improvement is a fundamental aspect of its commitment to customer satisfaction. With this, Avis introduced a customer experience survey to directly engage with customers and understand their preferences, concerns, and suggestions. By actively seeking feedback, it was able to identify areas for improvement and tailor its services to customer expectations. Avis aspires to not only meet customer expectations but also exceed them. Through its efforts to elevate the overall customer experience, it aims to inspire customers to share their experiences with others. This means potentially leveraging word-of-mouth to showcase its commitment to delivering excellence.

The achievements brought by these initiatives have been acknowledged by the Asian  Experience Awards 2023, as Avis Malaysia bagged the Malaysia Customer Experience of the  Year - Transportation category win. The prestigious awards programme seeks to recognise the enterprising initiatives of companies that deliver meaningful brand experiences to their stakeholders.