Travelers renting cars at airport locations record significantly higher customer satisfaction levels with rental car companies than they did in 2005, according to the J.D. Power and Associates 2006 Rental Car Satisfaction Study released Nov. 14.
Now in its eleventh year, the study finds that customer satisfaction with rental car companies has improved 23 index points on a 1,000-point scale—representing a 3-percent improvement from 2005. Improvements are recorded in all six factors used to determine overall satisfaction: costs and fees, pick-up process, rental car, return process, reservation process and shuttle bus/van. Furthermore, all eight companies included in the rankings record year-over-year improvements.
Enterprise ranks highest in customer satisfaction among rental car companies for a third consecutive year, receiving an overall index score of 789—a 21-point improvement from 2005. Enterprise is followed in the rankings by Hertz and National, respectively.The study also finds the following key rental customer patterns:
The 2006 Rental Car Satisfaction Study is based on responses from 4,133 business and leisure travelers who rented a vehicle at an airport location between January and October 2006. For more information, visit http://www.jdpower.com/travel/ratings/rental_cars/index.asp.