In its inaugural Travel App Satisfaction Study, J.D. Power found National Car Rental to have the mobile app with the highest customer satisfaction rate.
The survey looked at four areas of customer satisfaction based on evaluations of more than 12,000 travelers: clarity of information provided; ease of navigation; overall appearance, speed of screen loading; range of services and activities.
Out of a possible 1,000 points, National scored 860.
“Travel apps have come a long way,” Michael Taylor, travel intelligence lead at J.D. Power, said in a statement. “While some travel apps are delivering on their promise, others are missing the mark at critical moments of truth that can significantly influence traveler perception of brands and services. We see big swings in scores among travel apps when users evaluate searching and booking functions.”
J.D. Power ranked car rental apps as follows:
- National (860)
- Enterprise (854)
- Hertz (844)
- Avis (841)
- Budget (826)
The survey also noted that rental car apps have the lowest rate of adoption in the travel industry. Among participants who already had travel apps downloaded on their phones, airline apps were the most likely to installed (90%), followed by hotel apps (84%), and OTA apps (78%). Only 59% of participants had a car rental app on their phone.