Car rental customers have named Avis and National as haaving the best app an website, respectively, according to J.D. Power's annual U.S. Travel App Satisfaction Study and U.S. Travel Website Satisfaction Study.
While digital native OTA brands tend to deliver the most satisfying website experiences and rental car brands tend to perform better in mobile apps, some top-performing airline, hotel, and rental car companies have cracked the code on cross-platform digital satisfaction, delivering strong user experiences and high levels of customer satisfaction across both web and app channels.
Avis ranks highest in overall customer satisfaction among rental car apps with a score of 873. National (863) ranks second and Enterprise Car Rental (859) ranks third.
National ranks highest in overall customer satisfaction among rental car websites with a score of 841. Enterprise (836) ranks second and Budget (827) ranks third.
"Travel apps and websites have become primary conduits through which consumers experience travel, such as searching for a hotel, booking a rental car and getting real-time flight status updates," Michael Taylor, travel intelligence lead at J.D. Power, said in a statement. "Given the crucial role they play, many travel apps and websites are still too complex for consumers to navigate and do not offer the most helpful information at the right time."
The 2019 U.S. Travel Website Satisfaction Study and 2019 U.S. Travel App Satisfaction Study evaluate satisfaction with travel apps and websites, respectively, across four segments: airline, hotel, OTA, and rental car.