Study: Rental car companies increase customer satisfaction, Enterprise tops

Filed under: Etc.

Economists and talking heads argue endlessly about our economy on a daily basis. "It's back!," "It's almost back!" and "It's never coming back!" seem to be the leaders among the varied viewpoints we hear and read about. One sector that has apparently begun to rebound is the car rental business. Not necessarily in financial terms, but from the standpoint of customer satisfaction, America's rental car companies are returning to to a position last seen in the pre-recession days.

J.D. Power has released its annual North American Rental Car Satisfaction Study, and the results are positive for every company included in the survey. Now in its 15th year, this J.D. Power 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. Every company in the survey has improved year-over-year in the survey.

This year's big winner, however, is Enterprise, which received the industry's highest rankings in customer satisfaction. Enterprise is no stranger to this award, and getting the nod in 2010 makes it seven years in a row for the rental car company. Following behind Enterprise, Hertz and National also performed quite well in the survey while Advantage, Alamo, Avis, Dollar and Thrifty rounded out the results. You can see how each one performed over at the J.D. Power results page.

[Source: J.D. Power]

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Study: Rental car companies increase customer satisfaction, Enterprise tops originally appeared on Autoblog on Thu, 25 Nov 2010 11:27:00 EST. Please see our terms for use of feeds.

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