Westlake Village, California – Enterprise has ranked highest among rental car companies with North American consumers, according to a new study by J.D. Power and Associates. Overall customer satisfaction with rental cars has returned to the levels prior to the recession after declining during the past two years, the company said.
Now in its 15th year, the 2010 North American Rental Car Satisfaction Study measures overall customer satisfaction with renting cars at airports. Factors include cost and fees, pick-up process, rental car, return process, reservation process, and the shuttle bus or van. Overall satisfaction averaged 750 points on a 1,000-point scale in 2010, improving from 733 in 2009 and 734 in 2008. Each of the rental car companies included in the study has improved in 2010 when compared with 2009.
“Improvement in the rental car industry occurs across all aspects of the customer experience,” said Stuart Greif, vice-president of travel practice at J.D. Power and Associates. “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 downtown. 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.”
Enterprise ranked highest in customer satisfaction for a seventh consecutive year, followed by National and Hertz respectively.