October 21, 2020

Rental Car Customer Satisfaction Holds Steady as Industry Deals with Reduced Volume, J.D. Power Finds

Hertz Ranks Highest in Overall Customer Satisfaction

Overall customer satisfaction with North American airport-based rental car companies is flat this year as airport passenger volumes have slowed dramatically during the COVID-19 pandemic. According to the J.D. Power 2020 North America Rental Car Satisfaction Study,℠ customer satisfaction with airport-based rental car companies is 841 (on a 1,000-point scale), which is statistically flat compared with 2019’s record-high performance.

“As with other travel suppliers, this has been an incredibly challenging period for the car rental industry,” said Michael Taylor, travel intelligence lead at J.D. Power. “Despite these economic headwinds, the major rental car companies have been able to maintain high levels of customer satisfaction throughout the pandemic, largely through great customer service and enhanced cleaning protocols to build confidence with travelers.”

Study Ranking

Hertz ranks highest in overall customer satisfaction, with a score of 852. Enterprise (849) ranks second, followed by Alamo (848) and National (845).

The 2020 North America Rental Car Satisfaction Study is based on responses gathered from September 2019 through August 2020, from 7,364 business and leisure travelers who rented a vehicle at an airport location from August 2019 through August 2020.

Rental Car Satisfaction Study

Copyright 2020 J.D. Power. All rights reserved. From https://www.jdpower.com.

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