Customer focus for successful business strategy at Eurodollar

Describes how Eurodollar, a car and van rental company, developed a measurement system to gauge customer needs and assess internal standards of service. Outlines the development of a series of service standards which covered the business, including a generic set for either the head office or branches and, more importantly, a set of local standards initiated by each internal department which focus specifically on issues affecting daily contact with customers. The system of internal measurement is reinforced with a powerful recognition programme, in the form of a regular roll of honour based on teams and their relevant status of gold, silver and bronze achievement.