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CarTrawler wins Ovum Global Customer Experience Award

The ‘On the Radar’ awards focus on technology innovation, highlighting the ideas, products or business models that enable end-user organizations to create real value in their businesses.

CarTrawler has won the Customer Experience category in Ovum’s third annual, global ‘On the Radar’ awards, for using customer feedback to drive business decisions.

The ‘On the Radar’ awards focus on technology innovation, highlighting the ideas, products or business models that enable end-user organizations to create real value in their businesses.

Ovum honoured CarTrawler for its use of a technology platform which delivers benchmarked data from the global car rental industry to put real, live and unfiltered customer feedback at the centre of key decisions. CarTrawler now leverages this data to ensure real customer choices are generated based on the feedback it has received, so it can work with suppliers to ensure standards are consistently met.

With this solution, suppliers can see how their brand is viewed on the back of customer feedback, which in itself drives change to offer customers the best choices in the future. CarTrawler engaged Dublin-based start-up CX Index to help it put customer experience first within its own operations and across the car rental industry.

CarTrawler Chief Operations Officer Alex Boothroyd said: “We are delighted to have won the Ovum Customer Experience Award. Having a great customer experience is a key source of competitive advantage, and we continually work to improve in this context. Technology can be a fantastic enabler of a great customer experience, provided you make full use of the data. CX Index has been a very effective platform for us. Not only does it enable us to monitor our own customer feedback and link it with key operational data, it also enables us to ensure that our suppliers across the globe are achieving standards in customer service.”

CX Index founder and CEO David Heneghan said: “CarTrawler has been a great supporter of our business, and this is our first major project in the context of industry-wide benchmarking. This is a great endorsement of our strategy. CarTrawler is a perfect match for our platform, and we see this is the beginning of a long journey that will be of very significant benefit to CarTrawler, the ground transportation industry and, ultimately, car rental customers.”

Photo caption (left to right): Declan Gallagher, Scott Frew, Caroline O’Keefe and COO Alex Boothroyd.

Co-Founder & Chief Editor - TravelDailyNews Media Network | Website | + Posts

Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.

She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.

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