The car rental industry has maintained the same satisfaction score it posted before Covid-19, according to the American Customer Satisfaction Index’s recent travel report.
This year, the car rental industry debuted with a score of 76 (based on surveys from January to March 2020). From April to September 2020, overall customer satisfaction remains unchanged.
This third survey of U.S. franchised and independent auto rental operators will track the effects of COVID-19 pandemic on the U.S. car rental industry over time.(Updated with correct link.)
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.
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.