Where can I find information about Byrider's customer service procedures?

According to the 2025 Byrider Franchise Disclosure Document, information regarding customer service procedures can be found in several areas. The document references "Customer service" on page 11.83, followed by "PROCEDURE: Handling customer concerns" on page 11.84, and "Online reputation management – customer satisfaction" on page 11.86. These sections likely detail the specific steps and protocols Byrider franchisees should follow when addressing customer needs and issues. Additionally, the Customer Relations Management system assists with handling agency and direct consumer complaints. Franchisees are required to investigate complaints, forward them to Byrider's Customer Service for agency complaints, and resolve direct consumer complaints, reporting the results to Customer Service. The Compliance Department manages the Customer Service mailbox and phone line, tracking complaints and responses. Franchisees are responsible for taking corrective action and resolving these complaints.

Furthermore, the Byrider manuals include standards for complaint response, as indicated by "STANDARD: Complaint response" on page 1.11. There is also a "BEST PRACTICE: Consumer relations representative" listed on page 1.12, suggesting that Byrider encourages franchisees to assign a dedicated individual to manage customer relations.

Finally, there are several Byrider/CNAC reports related to customer service, including "CSI Results and Score C.77", "CSI Results Breakdown C.79", "Customer Advancement Board C.93", "Customer Follow Up Report C.107", "Customer Notes (CNAC) C.111", "Customer Notes (Sales) C.115", and "Customer Satisfaction Index". These reports likely provide franchisees with data and insights into customer satisfaction levels and areas for improvement.