Published 10:01 AM EDT Oct 17, 2019
Disgruntled about your latest rental car experience?
That’s becoming increasingly rare.
Customer satisfaction with rental cars hit an all-time high in J.D. Power’s 2019 North America Rental Car Satisfaction Study.
J.D. Power said the major rental car companies have made significant strides.
“Across all of our travel-related studies, rental cars have become the most satisfying part of the overall traveler experience,” said Michael Taylor, J.D. Power’s travel intelligence lead, in a statement. “This is due largely to companies’ continued innovation to tweak their pick-up and return processes and deliver stand-out customer experiences.”
He said many customers can walk the lot and pick a specific car, and the pick-up process can be completed in 15 minutes or less. Adding personalization through apps and alerts to mobile devices is a big plus, too.
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J.D. Power also reported that the gap between the top brand and the bottom brand was narrow.
On a scale of 1,000 points, Hertz topped the list at 856, narrowly edging out Enterprise with 855.
Budget came in last at 825, trailing Dollar at 826.
Customers are particularly sensitive about pickup times. When the process takes 15 minutes or less, their satisfaction scores are 33 points higher. That happens about 64% of the time.
Customers who use rental-car mobile apps are also more likely to be happy with their experience, according to J.D. Power.
Here’s how the major rental car companies ranked in the survey of 9,382 travelers who rented a car from August 2018 through August 2019:
1. Hertz: 856
2. Enterprise: 855
3. Alamo: 848
4. National: 843
5. Avis: 833
6. Thrifty: 831
7. Dollar: 826
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8. Budget: 825
Follow USA TODAY reporter Nathan Bomey on Twitter @NathanBomey.
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