PARSIPPANY, N.J.-- For the 12th consecutive year, Avis Rent A Car has been named the leading car rental company in customer loyalty by the Brand Keys Customer Loyalty Engagement Index. The annual study examined customers' relationships with 528 brands in 79 categories.
"Customer loyalty and engagement metrics can predict future, in-market consumer behavior and Avis understands what matters most to customers," according to Robert Passikoff, founder and president of Brand Keys, Inc. "We congratulate Avis for their continued success as the market leader in the car rental category."
Based on 46,000 respondents, Avis achieved high marks in each of the four drivers of brand loyalty, including: convenience; customer service and brand reputation; reliability, safety and extras; and pricing discount and options.
"Customer satisfaction comes when we fulfill a traveler's needs; loyalty is hard-earned and much more difficult to achieve," according to Ronald L. Nelson, chairman and chief executive officer of Avis Budget Group, parent company of Avis. "Loyalty requires an extraordinary effort and that's what makes this award so meaningful to us. This is truly a great honor for Avis employees throughout the country."
Avis recently launched a new advertising campaign that features customers complimenting employees who have exemplified the Avis 'We try harder' customer service attitude. In an ongoing series of new ads, Avis excerpts letters received from customers satisfied by their rental experience with Avis.
"We have made significant advancements to ensure that customers enjoy the ride and customer survey data tells us that they appreciate the effort," according to Larry De Shon, executive vice president of operations of Avis Budget Group. "We are pleased by the success of our continuous improvement approach which is reflected in this very gratifying recognition from Brand Keys."
