For the 19th consecutive year, Avis Car Rental has been ranked the No. 1 car rental company in the Brand Keys Customer Loyalty Engagement Index, the companies announced.
The 2018 study examined brands in 84 categories and 761 brands, such as automotive, smartphones, and tax preparations.
Avis received the highest marks in the car rental category by ranking first across all four behavioral engagement categories, including empathetic customer service; comprehensible pricing, discounts and options; digital convenience, expertise, and reputation; and offering a wide range of connected, reliable, and empowering features and vehicles.
In a press release, Brand Keys said that there was a shift in 94% of the measured categories due to changes in how consumers view a category and how they compare competing brands.
The automotive industry ranked No. 4 out of the top five sector reacting most to values such as personal responsibility, moral order, family values, fiscal conservatism, and established social structures; according to Brand Keys, these values all fall under the purview of political tribalism.
Over the past year, Avis launched a voice-powered car reservation capability with Amazon Alexa and announced Google Home integration with artificial intelligence capabilities. With new features on its Avis mobile app — a larger variety of vehicles, fuel and parking options, courtesy bus tracking, rental recipients, and a “find my car” feature — customers can manage their entire rental from their smartphone, choose the exact car they want, change or upgrade their vehicle while at or near the lot with a simple swipe, view their rental agreement, get real-time updates, and more.
The company plans to have more than 100,000 connected cars in its fleet this year and has committed to operating a fully connected global fleet by 2020. A connected fleet will provide customers with increased control and convenience over their rental experience while also delivering operational efficiencies.