Enterprise Rent-A-Car ranked highest among
car rental companies in customer satisfaction for the third
consecutive year in a J.D. Power & Associates traveler survey.
Hertz and National
ranked second and third, respectively, and most national brands
scored well in a fairly narrow band.
On a 1,000-point
scale, Enterprise chalked up a score of 789, followed by Hertz at
780 and National at 775. The average score was 767.
Overall, the 4,133
airport car rental customers canvassed for the study said they were
satisfied generally with the service offered by car rental
It found customer
satisfaction with car rental companies in general had risen by 3%
from last year.
"This has been a
good year for the travel industry in terms of customer
satisfaction, as each travel-related segment we measure has
experienced improvements, including airlines, airports, hotels and
now car rentals," said Jim Gaz, J.D. Power's senior director of
travel and entertainment.
The study measured
six factors related to car rental company performance, including
costs and fees, the pick-up process, the rental car itself, the
return process, the reservations process and shuttle bus/van
The study found
that only 29% of customers said they waited to pick up their rental
car. The ability to quickly pick up a rental car plays a key role
in customer satisfaction.
"Once arriving at
the airport," Gaz said, "travelers are already in an impatient
said, "Considering that more than 21% of customers choose a rental
car company based on previous experience, the pick-up process plays
a critical role."
The study also
vehicles rented (42%) are midsize, the rental share for full-size
vehicles has increased from 5% last year to 12% this year, and the
share for sport utility vehicles rose from 3% to 11%.
accounted for nearly 70% of the business, as 42% of renters used
branded car rental sites, 21% used independent travel sites and 6%
used corporate self-booking services.
" " "
Dollar Rent A Car
launched a loyalty program called Dollar Express Renter Rewards
that enables members to earn credits redeemable for free days on
The program is an
enhancement of Dollar's existing Dollar Express, which promises
expedited service to members.
Dollar Express Renter Rewards members will earn double credits when
booking their reservation via Dollar.com.
Single credits will
be awarded for rentals made through other booking channels, Dollar
To be eligible for
double credits, rentals must be booked with a return date prior to
Those choosing to
earn frequent-flyer miles/points must provide their frequent-flyer
number on the enrollment form or at the time of rental. However,
members may change their reward selection at any time.
contact reporter Michael Milligan, send e-mail to [email protected].