The Enterprise Rent-A-Car, National Car Rental, and Alamo Rent A Car brands recently earned awards for their customer service.
Enterprise and National tied for the highest customer experience score among car rental companies in the 2016 Temkin Experience Ratings. Meanwhile, Enterprise and Alamo took home Platinum and Gold, respectively, in Money Magazine’s Best in Travel Awards 2016.
“We take great pride in consistently exceeding expectations across all of our brands — wherever, however, and whenever consumers choose to rent from us,” said Patrick Farrell, chief marketing & communications officer for Enterprise Holdings Inc.
Two years ago, Farrell, a keynote speaker at the 2014 International Car Rental Show, stressed that future innovation and growth in the car rental industry — local as well as global — depended on staying in close touch with the changing wants and needs of the consumer.
“Everything we do is underpinned by consumer research,” Farrell stated, “but the most effective form of research still comes down to one simple thing: listening to consumers.”
That kind of two-way communication continues to be the key to Enterprise Holdings’ leadership in the car rental and travel industries, according to the company.
The annual Temkin Experience Ratings study evaluates 294 companies across 20 industries by surveying 10,000 U.S. customers who had interacted with the selected companies in the past 60 days.
The Money Magazine awards were based on a review of the eight largest car rental chains, ranking them based on overall satisfaction; average lowest rates and average median rates; customer satisfaction with the reservation, pickup and return processes; and satisfaction with shuttle busses, rental cars, and costs and fees.