CarTrawler wins Ovum Global Customer Experience Award

May 27, 2015

Dublin, Ireland, May 27th, 2015: 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.

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.

Alex Boothroyd, Chief Operations Officer at CarTrawler

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.

David Heneghan, Founder at CX Index

About CarTrawler: CarTrawler connects business and leisure customers and online travel retailers with more road and rail transport solutions than they will find anywhere else. Over 70 international airlines and 2,000 travel retailers around the world trust CarTrawler to provide their customers with real-time access to over 1,500 leading and independent car rental agents, coach transfers, rail networks and chauffeur drive services at 30,000 locations in 174 countries. CarTrawler also owns and operates the Holiday Autos and Argus Car Hire brands. The company headquarters and Customer Centre of Excellence are located in Dublin, Ireland, with additional offices in Boston and London. CarTrawler is private equity backed by BC Partners and Insight Venture Partners. For further information, please visit Learn more about awards that CarTrawler has won.

About CX Index: CX Index is a software as a service platform that delivers deep context and business intelligence derived from customer feedback, the metric for customer experience, to a range of businesses in the travel, hospitality, retail and financial services sectors. The company is based in Dublin, Ireland and Poland, and employs a team of seven staff. It focuses on creating partnerships with established industry leaders such as CarTrawler, where there is much greater scope to deliver value-added analysis and deeper context. For further information, see