A study made by J.D. Powers shows positive results for every company included in the survey. The annual North American Rental Car Satisfaction Study examines customer satisfaction with the airport car rental process, and it looks at six specific factors: Costs & Fees, Pick-Up Process, Rental Car, Return Process, Reservation Process, and Shuttle Bus/Van.
The highest score possible is 1,000 points and, for the 2010 study, the average Overall Satisfaction score is 750. This is up from 733 in 2009 and 734 in 2008. This trend shows that rental companies are working harder than ever to keep their customer base. What’s more impressive is that every company has improved its rating from that of the previous year.
The industry's highest rankings in customer satisfaction has been received by the car rental company Enterprise. 2010 marks the seventh year in a row the company has received this award. Following behind Enterprise, two other firms performed just as well,Hertz and National, while Advantage, Alamo, Avis, Dollar and Thrifty rounded out the results.
"By quickly improving their operations as the market started coming back, rental car companies started reversing the negative impact on satisfaction that cuts and deferred investments had during the downturn. Satisfaction snapping back in 2010 is a testament to the industry doing its best to balance the tension between customer satisfaction and hard economic realities during this period," according to Stuart Greif, vice president of the travel practice at J.D. Power and Associates.
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