Hertz 2007 Annual Report Download - page 4

Download and view the complete annual report

Please find page 4 of the 2007 Hertz annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 234

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
  • 131
  • 132
  • 133
  • 134
  • 135
  • 136
  • 137
  • 138
  • 139
  • 140
  • 141
  • 142
  • 143
  • 144
  • 145
  • 146
  • 147
  • 148
  • 149
  • 150
  • 151
  • 152
  • 153
  • 154
  • 155
  • 156
  • 157
  • 158
  • 159
  • 160
  • 161
  • 162
  • 163
  • 164
  • 165
  • 166
  • 167
  • 168
  • 169
  • 170
  • 171
  • 172
  • 173
  • 174
  • 175
  • 176
  • 177
  • 178
  • 179
  • 180
  • 181
  • 182
  • 183
  • 184
  • 185
  • 186
  • 187
  • 188
  • 189
  • 190
  • 191
  • 192
  • 193
  • 194
  • 195
  • 196
  • 197
  • 198
  • 199
  • 200
  • 201
  • 202
  • 203
  • 204
  • 205
  • 206
  • 207
  • 208
  • 209
  • 210
  • 211
  • 212
  • 213
  • 214
  • 215
  • 216
  • 217
  • 218
  • 219
  • 220
  • 221
  • 222
  • 223
  • 224
  • 225
  • 226
  • 227
  • 228
  • 229
  • 230
  • 231
  • 232
  • 233
  • 234

2 Hertz Global Holdings, Inc.
Dear Hertz Shareholders,
Hertz over-delivered on its financial targets for 2007, executing on our promise to further
de-lever the company while increasing revenues and earnings, and improving customer
service. We laid the groundwork for a fundamental transformation of the company that will
make us even more competitive in our global rental markets while delivering higher share-
holder value. We are building on a legacy of industry leadership worthy of a legendary brand
celebrating its 90th Anniversary in 2008.
We continue to build on our legacy of innovation in today’s rapidly evolving, globalized econ-
omy. In fact, we are accelerating the pace of change to stay ahead of current macro-economic
conditions.
Our vision is to be the lowest-cost, highest quality and most customer-focused company in
the global rental markets we serve. Achieving this vision is predicated on a balanced approach
to the business in three areas:
n Customer Satisfaction
n Employee Satisfaction
n Cash Management
An analysis of the most successful companies demonstrates a balanced approach is the best
way to achieve sustainable, long term success.
There are several elements of our Customer Satisfaction strategy, none more important
than worldwide implementation of a Net Promoter Score (NPS) system in 2007. NPS is an
online tool to measure customer satisfaction, rental-by-rental, in real time. We receive over
30,000 customer responses every month, and we use NPS feedback to drive service improve-
ments across the rental network, and NPS scores improved significantly as a result. An inten-
sive focus on customer service explains why Hertz received, unsolicited, 18 “Best of” Awards
worldwide last year.
We continued innovating in 2007 to enhance the customer’s rental experience. We expanded
our Green Collection of environmentally friendly cars, adding over 1,000 Toyota Prius hybrid
Letter to Shareholders