A recent customer satisfaction study by J.D. Power and Associates indicates that the car rental industry is on the road to recovery, according to a company executive.
Stuart Greif, vice president of travel practice at J.D. Power and Associates, discussed findings from the 2010 North America Rental Car Satisfaction Study in a recent interview.
"The story of the 2010 North America Rental Car Satisfaction Study is that the industry is back on the road. Satisfaction has snapped back to levels not seen since the downturn two years ago," said Greif. "This has been broad based with both business and leisure customers experiencing return to satisfaction levels last experienced before the industry turned down."
The study measured overall customer satisfaction with renting cars at airports by examining six factors: costs and fees, pick-up process, rental car, return process, reservation process and shuttle bus/van.
Enterprise ranked highest in customer satisfaction among rental car companies for a seventh consecutive year and performed well in all six factors. Enterprise is followed in the rankings by National and Hertz, respectively.
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