For the 16th consecutive year, Avis Car Rental has maintained its No. 1 car rental status in the Brand Keys Customer Loyalty Engagement Index. The 2015 study examined 540 brands in 64 categories.
In the car rental category, Avis ranked first across the four behavioral engagement drivers, including convenience and expertise; comprehensible pricing discounts and options; empathetic customer service and reputation; and offering a wide range of connected and reliable features, according to the company.
"We recognize that in today's wired world, customers have come to expect more from brands, so it's important that we engage consumers in the channels that matter," said Jeannine Haas, chief marketing officer, North America, Avis Budget Group. "We continue to 'put the customer first' and invest in customer-facing areas such as Avis.com, our mobile applications and our social media channels so as to enhance customer loyalty and continue to drive sustained profitable growth. We're thrilled to once again be recognized for our hard work."
Avis continues to measure aspects of the customer experience that contribute to loyalty, including reservations, face-to-face customer interactions, written communications, billing, claims and customer service calls. According to Avis, it utilizes feedback systems, including online customer surveys, to enhance the customer rental experience.
For more information on the 2015 Brand Keys Customer Loyalty Engagement Index, visit www.brandkeys.com.