NPS Intelligence (beta)

…Metric Key Performance Indicator Goal Type of Measure ~90% Revenue Total Revenue Based on Business Plan Quantitative Cost Control Variable Costs Customer Service Net Promoter Score ~10% Other Varies Varies (i.e. completion, roll-out, etc.) Qualitative •

With that, I'm also proud to mention we finished the full year with record net promoter scores. In addition, following Xander Shopley's successful 2024 season where he won two major PGA championships as an Avis Ambassador, we're expanding our…

Through their hard work and efforts, we continue to generate record net promoter scores from our customers. With that, let's begin as we usually do with details around our Americas segment.

The Net Promoter Scores of customers who use this feature are much higher. We look to continue to drive even more customer satisfaction through further distribution and enhancements of these self-service kiosks.

…Revenue Growth ​ ​ Total Revenue ​ ​ Based on Business Plan ​ ​ Quantitative ​ ​ Cost Control ​ ​ Variable Costs ​ ​ Customer Service ​ ​ Net Promoter Score ​ ​ ~10% ​ ​ Other ​ ​ Varies ​ ​ Varies (i.e. completion, roll-out, etc.) ​ ​ Qualitative ​ ​ •

These technologies have improved our customer experience and enhance our overall NPS scores to the record highs they are currently at. So to conclude, we had another great quarter culminating with record-setting full year revenue and the second highest…

And we've been able to improve our NPS.

And Chris, just to add to that, when we manage our holding period, we take a look at kind of the vehicles that our customers demand in or we follow our NPS scores closely and that's kind of higher than it ever was in the 2019 level.

…for the CEO, the Individual Component of the scorecard was determined based on a quantitative assessment of the scorecard factors, including robust revenue growth, cost control and improved net promoter scores, for a score of 86 out of 100 points.

Those that utilize Avis QuickPass score as 10 points higher on a net promoter scores. As I mentioned last time, we were early adopters of vehicle telematics into our core operating systems.

We have been deploying QuickPass at all the major airports and have seen an over 10 point increase in Net Promoter Scores for those customers utilizing this service.

We're able to keep our out of service levels at historic lows and our NPS scores from our customers are higher than it was in 2019.

…​ Revenue Growth ​ ​ Total Revenue ​ ​ Based on Business Plan ​ ​ Quantitative ​ ​ Cost Control ​ ​ Utilization ​ ​ Customer Service ​ ​ Net Promoter Score ​ ​ ~20% ​ ​ Other ​ ​ Varies ​ ​ Varies (i.e., completion, roll-out, etc.) ​ ​ Qualitative ​ ​ •

Our operations achieved record Net Promoter Scores for the second quarter in a row, showing the impact of our efforts to improve our customer experience,” said Larry De Shon, Avis Budget Group President and Chief Executive Officer.

Avis Budget witnessed record Net Promoter Scores in both the Americas and International regions.

We also achieved record Net Promoter Scores in both the Americas and International regions,” said Larry De Shon, Avis Budget Group President and Chief Executive Officer.

We're seeing Net Promoter Scores up 25% of those people that use the app, and that continues to grow. Now we're launching the -- we just relaunched the Budget app.

…or completion of critical projects or processes; · Cash flow; · Gross or net profit margin; · EBITDA margin; · Pretax income margin; · Customer satisfaction metrics, such as net promoter scores; · Total stockholder return; and · Share price.

…ago and the overwhelming majority of users have told us they are very satisfied with their experience, translating into substantial improvements in our net promoter scores for app users, indicating that we are exceeding our customers’ expectations.

Avis measured a 30-point increase in Net Promoter Score following enhancements to connected vehicle functionality and mobile app.

That saves a lot of customer dissatisfaction, improves Net Promoter Score, reduces our roadside assistance expenses, and so forth.

Every day our customers tell us how much they like the new Avis app experience and our Net Promoter Scores for those customers who used the app are significantly higher than for those who do not.

The success of the app is clear with Net Promoter Scores 25% higher for preferred customers who use the app than those who do not. The progress we have made with the Avis app which was developed with insights from our customers is yet another way we are…

We are seeing substantial improvements in our Net Promoter Scores, signaling that we are meeting or exceeding our customers' expectations. With that in mind, we continue to expand the reach of the new Avis mobile app experience by making it available in…

Our operational performance as it relates to Net Promoter Score as well as our utilization. We've been growing ancillary revenue and expanding our Budget brand.

Retention rate (commercial): 100% (Q4 2022) — “over the past couple of years, 100% retention rate in our commercial accounts”

Retention rate (corporate): 98% (Q4 2020) — “our corporate accounts are still signing up with us, somewhere in the area of 98% to 99%”

Retention rate (commercial): 99% (Q2 2016) — “Our commercial account retention rate continued to exceed 99%”