I received an email announcement requesting me to complete my profile from a special web site. As you can imagine, there are a lot of questions so the web form takes about 10 minutes to fill out correctly.
When I finally finished and hit the "Enroll Now" button on the last page, I get the following message:
"We´re Sorry... XXX.com has not properly responded to your request.
For the rent-a-car: I want a car that meets my driving purpose. I want to get started on my travel as soon as possible. I want to know my rental charges before I rent.
For the website: I want my personal data to be secure. I want to enter data only one time. I want to complete the enrollment quickly.
It seems to me the customer profile intended to address the rent-a-car needs does quite well by allowing me to store my preferences and required data in advance. But, in attempting to collect that information, the web enrollment process failed completely. Such disconnect between the Marketing campaign and IT performance seems to happen more frequently these days. Previously I discussed a similar IT delivery issue in "QFD requires end-to-end including customer support".
As for this car rental agency, if the company cannot create my profile, then I doubt my rental needs for car selection and speed will not be met. So, I will probably choose another rent-a-car company next time.
Do you have a similar experience? Please share it with us, and include some VOC analysis of your own.