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.
Nearly half of those surveyed who rented a vehicle through Interrent reported a problem with their rental; GoldCar followed with 42% of renters having problems with their vehicles.
While National retained its titled for the firth year, its scores slightly dropped from the previous year.
Customers also ranked Lyft as their preferred rideshare service.
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.
The AlixPartners survey found that 50% of respondents cited parking issues and associated costs; 35% cited the laborious process of renting a car as reasons for using ride hailing instead.
Earlier this year, Avis New Zealand also won the 2018 Reader’s Digest Quality Service Award in the Car Rentals Category.