Customer Satisfaction Analysis of Wataniya Car Rental Services Report

This report presents an analysis of a customer satisfaction survey conducted on Wataniya Car Rental, a prominent car rental company in Kuwait. The survey, based on 50 responses, explores various aspects of customer experience, including demographics, service awareness, satisfaction levels, and value perception. The findings reveal insights into customer preferences, highlighting areas where the company excels and areas needing improvement. The report discusses key findings such as the impact of social media and word-of-mouth on service awareness, the importance of post-payment and car options, and the average customer satisfaction levels. The report concludes with recommendations for Wataniya Car Rental, emphasizing the need for improved customer support, varied car models, and loyalty programs to enhance customer satisfaction and loyalty, ultimately aiming to expand their customer base and improve overall service quality.

Customer Satisfaction report
on Wataniya Car Rental

1
Introduction
 Wataniya Car Rental Company is regarded as a sought out and well-known car rental
firm in Kuwait
 They offer online booking services for rental cars
 They aim to create long-term relationships with its consumers
 A survey has been conducted to determine customer satisfaction level towards the
company’s services
 The findings of the survey will be analyzed within the presentation
Findings
 During the survey, the first question was based on the participant’s gender
 Among 50 participants 38% were females, and 60% were males
 Second question was based on age group
 Majority of participants belonged to the age group of 25 to 34
 Third question was based on participant’s income group
 As per findings, service is more popular among low to high average income group
Continued…
 Fourth question was based on how customers come to know regarding the service
 The results show through social media and word of mouth
 Fifth question was based on frequent travellers who showed less percentage of people
 Sixth question was related to approaching the services of the firm
 Majority of the participants are infrequent travellers or new consumers of the firm


2
Continued…
 Seventh question was regarding customer satisfaction towards the company’s product
 It shows less number of satisfied consumers
 Eight questions were based on the best components within the company’s service
 Post payment and car option are the best components as per customers
 Ninth question was regarding value for money related to car and service
 Number of people around 53% reported positive results
Continued…
 Tenth question was regarding the recommendation of the services to relatives, peers and
friends
 It determines the average number of customer satisfaction towards the company’s
services
 Eleventh question was based on approaching the company’s services again
 As per the results improved customer support and services helped in attracting existing
consumers
Discussion
 Kuwait is regarded as the emancipated nation in the Middle-Eastern region
 Participation of women is high due to the gender gap
 Women also contributes a significant proportion of service consumer
 As per findings, the majority of customers are dissatisfied with the company’s products
or services
 Customers believe that social media and word of mouth are significant mediums of
marketing communications

3
Continued…
 It has been found that the company deals with lack of loyal consumer base
 It is seen that post-payment and car options fulfil consumers need
 Most of the customers believe that the services of the company are worth recommending
 The company needs to improve its services to satisfy consumers
Conclusion
 Customer satisfaction survey of the firm helps the company to improve its services
 As per customer’s response, the company along with its services are quite popular
 To expand their business, they can create a huge customer base
 Company is required to serve different car options, improve sales support and customer
care
Recommendations
 The company must use email marketing to generate a digital marketing plan
 It must improve post-sale customer support and service
 It should offer different car models at a different price range
 The managers are required to implement loyalty programs to retain consumers
 It will help in attracting several customers
Continued…
 The company must develop a better promotional plan through social media
 It must create a more competent team to understand consumers need
 The executives must provide a proper explanation of the services to its customers
 It will help in minimizing the chances of consumer intensification

4
References
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in
automobile repair services sector. International Journal of Quality & Reliability
Management, 32(3), 250-269.
Wataniya Car Rental. (2019). Wataniyacarrental.com. Retrieved 10 December 2019, from
https://www.wataniyacarrental.com/