Brand Integrity Assessment: Return Service

This brand integrity assessment checklist helps car rental teams maintain a consistent, on-brand return experience. Use it to verify customer greeting and courtesy, confirm accessories such as GPS or child seats, assess vehicle inspection quality, ask the three critical questions, and apply QSP procedures. Ensure refueling statements are clear, remind customers about personal items, review charges transparently, provide a business card, thank the customer, and give directions to shuttles. Reinforce brand standards by using the company name and the customer’s name during the handover.