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With Hertz’s agreement to rent Teslas to Uber drivers, Hertz feels that renting to an indirect and growing competitor is a good move. Can Hertz and traditional rental companies improve their service levels to compete with Uber and Lyft?
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Vehicle shortages, high prices hurt overall scores in the J.D. Power 2021 North America Rental Car Satisfaction Study. Enterprise Holdings’ brands take top three spots.
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Toyota Rent-A-Car earned 718 points in J.D. Power Japan’s 2021 Rent-A-Car Service’s Customer Satisfaction Survey. The survey also found that more respondents have been using rental vehicles instead of public transportation to prevent coronavirus infection.
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With overall customer satisfaction flat this year, Hertz ranks highest with a score of 852, followed by Enterprise, Alamo, and National. The study responses were gathered from September 2019 through August 2020.
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The 2019 U.S. Travel Website Satisfaction Study and 2019 U.S. Travel App Satisfaction Study evaluate satisfaction with travel apps and websites, respectively, across four segments: airline, hotel, OTA, and rental car.
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One area showing significant variation in customer experience is the vehicle pick-up process. While overall satisfaction scores are 33 points higher when customers get their vehicle in 15 minutes or less, that happens just 64% of the time.
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The survey also noted that rental car apps have the lowest rate of adoption in the travel industry.
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The passenger car segment was a main contributor to the the rise in used-vehicle prices in 2018.
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The J.D. Power 2018 North America Rental Car Satisfaction Study found that Enterprise ranks highest in overall customer satisfaction for a fifth consecutive year.
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Buick and Lexus ranked highest in overall vehicle dependability, which improved 9% overall in the past year, according to J.D. Power's annual Vehicle Dependability Study. Fleets using a three-year replacement model may benefit from higher resale prices.
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