Market Metrix Announces 4th Quarter YTD 2008 Hospitality Index Results

Despite the budget cutbacks, in 2008, customer satisfaction was up for hotels (+0.9) and airlines (+1.5), but down for car rental companies (-0.9) compared to 2007, according to the Market Metrix Hospitality Index (MMHI).

Car Rental satisfaction scores were down for the year. This industry continues to face a difficult operating environment with fewer people renting cars and rising costs (e.g. higher vehicle maintenance and repair costs). Alamo (+2.5) and Thrifty (+1.8) showed the biggest annual improvements in customer satisfaction scores despite the industry's downward slide. Enterprise continues their industry dominance with overall satisfaction and loyalty scores well above competitors, although their winning margin was smaller this year with Alamo making a big jump to finish in second place for 2008.

Comment On This Story

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

Market Forces Driving Car Rental in 2018

An analysis of the conference calls of Avis Budget Group and Hertz Global Holdings reveal trends and initiatives involving fleet right sizing, pricing, ancillary revenue opportunities, and renting to ride-hailing drivers.

Trends Moving the Truck Market

Storylines that emerged from the 2018 Work Truck Show include the increasing need for on-site productivity, inclusion of active safety systems in trucks, DPF frustrations affecting product decisions, data management, and the growing link between fleet management and company revenue.

MIT Study Reinforces the Newfound Importance of Fleet

Uber and Lyft drivers make far less when factoring vehicle expenses, though the actual numbers are now in dispute. A proper lifecycle cost analysis would’ve helped, and shows the benefit of collaboration with fleet professionals.

Job Finder: Access Top Talent. Fill Key Positions.