Keynote Competitive Research Study Ranks Rental Car Web Sites

Keynote Competitive Research, research division of Keynote Systems, announced the release of the Keynote Customer Experience Rankings for Rental Car Web Sites, a comprehensive industry study regarding the customer experience of leading rental car Web sites.

The study examines the online experience of more than 2,000 prospective customers as they interacted with ten leading rental car sites. The study details how each site performs versus competitors across key business objectives, including customer satisfaction and customer acquisition and also offers rental car companies specific steps they can take to improve their business performance.

The study then outlines the key areas of site experience, such as vehicle search functionality or reservation processes, that have the most impact on customer satisfaction. The study captures more than 250 metrics for each site and ranks the sites in dozens of additional categories including vehicle search, reservation processes and the design and visual appeal of the site.

Keynote also reported that the Customer Support areas of rental car sites have become the leading driver of consumer brand perceptions and one of the key drivers of rental likelihood.

The Alamo, Avis, Budget, Dollar, Enterprise, Expedia, Hertz, Orbitz, Thrifty and Travelocity sites were included in the Keynote Customer Experience Rankings for Rental Car Web Sites.

Of the sites studied, Travelocity ranked as the top site among rental car companies in the Keynote Customer Experience Rankings, an overall measure of customer experience and customer satisfaction across the more than 250 metrics measured in the study.

For more information about the study, visit http://keynote.com/solutions/ci_rentalcar.html.

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