C A S E   H I S T O R Y
		Avis Airport Intercepts
						O B J E C T I V E Avis wanted to obtain insight into the nature and degree of satisfaction or dissatisfaction among frequent high value renters of rental cars. E X E C U T I O N We conducted intercept interviews in the concourses of major US airports with adult renters who had dropped their car off the same day. Interviews included business and leisure renters. R E S U L T The research results were used to develop ideas for improving overall customer service, increasing customer loyalty and encouraging renters to sign up for the Avis Preferred Service program. The presentation was also used to provide additional ideas to refresh the current service oriented advertising campaign.