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November 07, 2018
Airport-Located Rental Car Companies Earn Record-High Customer Satisfaction Scores in J.D. Power Study
Enterprise Ranks Highest in Overall Customer Satisfaction for Fifth Consecutive YearRenting a car has officially become the most satisfying part of the North American travel experience. According to the J.D. Power 2018 North America Rental Car Satisfaction Study,SM customer satisfaction with airport-based rental car companies has climbed to a record high of 830 points (on a 1,000-point scale), topping satisfaction scores in J.D. Power 2018 studies for hotels, airlines and airports.
ÒRental car companies are doing a lot of things right when it comes to customer satisfaction, with some brands making significant gains this year,Ó said Michael Taylor, Travel Practice Lead at J.D. Power. ÒLower prices continue to have a positive effect, but weÕre also seeing increased satisfaction with the vehicles themselves, the reservation process and mobile apps. This suggests that efforts to streamline the rental process with technology are paying off, but study findings also show that positive interactions with rental car company staff can have a positive effect on customer satisfaction.Ó
Following are some of the key findings of the 2018 study:
Rental Car Company Rankings
Enterprise ranks highest in overall customer satisfaction for a fifth consecutive year, with a score of 862. Hertz (848), which has improved by 26 points from 2017, ranks second. National (846) ranks third.
The 2018 North America Rental Car Satisfaction Study is based on responses gathered from September 2017 through August 2018, from 12,068 business and leisure travelers who rented a vehicle at an airport location from August 2017 through August 2018.
Copyright 2018 J.D. Power. All rights reserved. From https://www.jdpower.com.
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