Advantage, ACE Earn Top Customer Experience Ratings
Advantage Rent-A-Car and ACE Rent A Car delivered the best customer experience in the rental cars & transport industry, according to the 2017 Temkin Experience Ratings.
Photo courtesy of Advantage Rent A Car
Photo courtesy of Advantage Rent A Car
Advantage Rent-A-Car and ACE Rent A Car delivered the best customer experience in the rental cars & transport industry, according to the 2017 Temkin Experience Ratings.
This survey is an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Advantage Rent-A-Car took the top spot out of the 14 rental car and transport companies included in this year's ratings, earning a score of 75% and coming in 60th place overall out of 331 companies across 20 industries. ACE Rent A Car came in second with a score of 72% and an overall rank of 111th, according to the survey.
"Congratulations to Advantage for making the most improvements over the last year and taking over the top spot for customer experience in rental cars," said Bruce Temkin, managing partner of Temkin Group.
Here are the ratings of all rental cars and transport companies in the 2017 Temkin Experience Ratings:
• Advantage Rent-A-Car: 75%
• ACE Rent A Car: 72%
• Fox Rent A Car: 71%
• National Car Rental: 70%
• Rent-a-Wreck: 69%
• Enterprise Rent-A-Car: 68%
• Uber: 68%
• Alamo Rent A Car: 66%
• Hertz: 61%
• Lyft: 61%
• Thrifty: 61%
• Dollar: 60%
• Budget: 58%
• Avis: 54%
Of the 11 companies in this industry that were included in both Temkin’s 2016 Ratings and the 2017 Ratings, all of them saw their scores increase over the last year. Advantage Rent-A-Car improved the most, gaining 25 points, while Avis improved the least, gaining only three points.
Overall, the rental cars and transport industry averaged a 65% rating in the 2017 Temkin Experience Ratings and tied for 16th place out of 20 industries. The average rating of the industry improved by 13 points between 2016 and 2017, going from 52.4% to 65.2%, according to the survey.
Now in its seventh year of publication, the 2017 Temkin Experience Ratings looks at customer experience in the industry, evaluating 331 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.
More Rental Operations
Clean on Paper: Red Flags in Exotic Car Rental Verification
A suspicious $45,000 Lamborghini booking reveals the strengths and limitations of renter verification, from forged insurance documents to coverage gaps and unauthorized drivers. (Part 2 of 3)
Read More →
Turo and Tesla Take the Next Step Toward Autonomous Car Rentals
The partnership brings Tesla's Full Self-Driving (Supervised) technology into the rental experience, offering a glimpse of how increasingly automated vehicles could change car rental.
Read More →
How Rental Operators Can Navigate Personalized Pricing Rules
As regulators scrutinize the use of customer data in pricing, rental operators need to know whether they can explain why one renter pays more than another.
Read More →
Direct, Broker or Hybrid? How Travel Retailers Source Rental Cars
As travel retailers weigh direct supplier relationships against third-party distribution, rental operators need to understand how those decisions affect their business.
Read More →
How Did This Independent Rental Operator Grow to 170 Vehicles in 4 Years?
With 170 vehicles across three Kentucky locations, Joel Price relies on an overseas team to handle reservations, payments, and after-hours customer service. It's one part of an unconventional approach to growing an independent rental operation.
Read More →
What Does It Take to Succeed in B2B Rentals?
The fundamentals may be familiar to daily car rental operators, but project-based truck rentals put different demands on the fleet and the business.
Read More →
NPR Builds on International Partnerships to Grow Rental Bookings
With Ana Laborde supporting broker development, NPR Auto Group is tailoring distribution strategies, rate packages, and partnerships to grow international reservations across its three brands.
Read More →
Advantage, Sixt Place Among Top Five in Annual Satisfaction Study
While Enterprise and National retain the top spots in JD Power’s 2026 rankings, the latest customer satisfaction results suggest renters can find competitive service beyond the biggest car rental names.
Read More →
The $100,000 Insurance Trap in Exotic Car Rentals
Exotic rental agencies often rely on customers’ personal auto policies to protect six-figure vehicles. But policy language can dramatically change the coverage for vehicles over $100,000 MSRP.
Read More →
The Booking Is Confirmed, But Is Your Customer Ready to Drive?
For international renters, a confirmed reservation doesn’t always mean they’re eligible to drive. Earlier checks can help operators catch documentation and payment issues before the customer reaches the counter.
Read More →