According to the J.D. Power & Associates 2000 Domestic Airport Rental Car Customer Satisfaction Study(sm), the number of reported car rental customer problems has gone up by 15% since 1999. The study shows that more than 30% of those who rented a car at or near an airport complained of a problem during the experience. Of the problems reported the most common have to do with billing, the pick-up process and mechanical difficulties.

A 23% decrease in overall satisfaction has been caused by uncorrected problems, according to the study. Results also showed that only 27% of all problems are resolved as only 43% are reported and 62% of those problems are fixed.

Speed, ease and convenience are the three most important aspects of the car rental process to customers. The J.D. Power & Associates study also showed that satisfaction with the overall car rental experience and loyalty to a specific rental company drops significantly if a customer is made to wait 20 minutes or more at any point in the process.

Average waiting periods are 10 minutes to be picked up by a shuttle bus when leaving the airport, 13 minutes at the counter, six minutes to return a car and seven minutes for a shuttle bus back to the airport.

Processes That Define Customer Satisfaction Car Rental Pick-Up35% Car Rental Return22% Rates/Value 21% Type of Vehicle 15% Reservation Process 7%

Company Satisfaction Index Scores Enterprise 109 Avis 108 National 104 Hertz 103 Industry Average100 Source: J.D. Power & Associates 2000 Domestic Airport Rental Car Customer Satisfaction Study(sm)