Keynote Announces Best Auto Rental Web Sites

On Tuesday, April 26, Keynote Competitive Research announced the results of the Keynote Competitive Research Industry Study examining U.S. Rental Car Web sites. In the 2011 U.S. Rental Car Sites study Enterprise.com took first place for Best Overall Customer Experience and Thrifty.com came in first for Best Overall Technical Quality.

For the 'Customer Experience' portion of the study, Keynote observed and conducted online interviews with 2,000 prospective rental car customers as they interacted with the Web sites of 10 leading rental car reservation (200 people per site): Alamo, Avis, Budget, Dollar, Enterprise, Expedia, Hertz, Orbitz, Thrifty and Travelocity.

The participants were asked to go to the sites and think of a trip where they would need to rent a car. They were told to go as far as possible with the reservation without making a payment. Participants were also asked to utilize the sites' customer support features to find the answer to a question or problem they may have had when looking for a rental car. The study revealed that when tested by actual users Enterprise.com offers the strongest Overall Customer Experience, placing first in both Conversion Impact and Customer Satisfaction.

For the 'Technical Quality' portion of the study, using measurement computers located in 12 cities across the U.S., Keynote measured a typical transaction of searching for and reserving a rental car online. Each measured transaction began at the site's Home Page, searched for rental cars and ended at the reservation page that prompts the user to enter his/her personal information. Based on the thousands of transactions monitored over the course of the study, Thrifty.com set the standard for both Responsiveness (or speed), and Reliability, and was named the winner for Overall Technical Quality.

The complete study is available for purchase from Keynote at http://bit.ly/usrentalcarsites.

Comment On This Story

Name:  
Email:  
Comment: (Max. 10000 characters)  
Please leave blank:
* Please note that every comment is moderated.

 
 

Newsletter: Sign up to receive latest news, articles, and much more.

Read the latest

Auto Focus Blog: A blog covering fleets, auto rental and the business of cars

Understanding The Fleetification of Everything

As fleet miles increase exponentially, and as new stratum of fleet enter both consumer and business use cases, the "founding fathers" who gathered at Fleet Forward in Miami last week have some work to do.

The Problem with Valuing Safety Technology

As advanced safety technologies have migrated to mainstream vehicles, retaining value for these options at resale remains an issue.

ELD Mandate: Is Your Head Still in the Sand?

If you think you have 11 weeks to implement an Electronic Logging Device system to meet the Dec. 18 compliance deadline, you really don’t — for a few reasons.

Job Finder: Access Top Talent. Fill Key Positions.

>