Internet Travel Monitor - Travel Industry News
November 8, 2017
Rental Car Satisfaction Improves Amid Increased Price Pressure, J.D. Power Finds
Enterprise ranks highest in overall customer satisfaction for fourth consecutive year
Airport rental car companies are experiencing an increase in overall satisfaction despite increased airport passenger congestion and ongoing logistical challenges caused by airport construction, according to the J.D. Power 2017 North America Rental Car Satisfaction Study,SM released today. The primary driver of renters’ increasing satisfaction, however, is a sharp decrease in rental rates.
“Rental car satisfaction is improving, but it’s not really the type of satisfaction increase rental car companies want to see,” said Michael Taylor, Travel Practice Lead at J.D. Power. “Lower prices are having a positive effect on perceived value for renters, which is raising overall levels of satisfaction, but several other key quality measures—notably, wait times and problems with the pick-up and return processes—have not improved over the past four years. But cheaper daily rental rates overcome those negatives for most renters.”
Here some of the key findings from the study:
Rental Car Company Rankings
Enterprise ranks highest in overall customer satisfaction for a fourth consecutive year, with a score of 851. Enterprise is followed by National (846), Alamo (828) and Hertz (822).
The 2017 North America Rental Car Satisfaction Study is based on responses gathered between September 2016 through August 2017 from 11,177 business and leisure travelers who rented a vehicle at an airport location from August 2016 through August 2017.
Copyright 2017 J.D. Power. All rights reserved. From https://www.jdpower.com.
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