The "return to normal" hits a snag as rental fleets secure more vehicles but are forced to raise fees, leading to a drop in overall customer satisfaction levels.
According to a survey by J.D. Power and Dealerware, 86% of customers who have rented from dealerships said they would do so again, compared to 50% for those who rented from an off-airport location of a national car rental provider.
While overall car rental customer satisfaction is declining along with vehicle supply, car rental operators find themselves caught between a rock and a hard place. How can they respond?
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?
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.
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.
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.
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.
The survey also noted that rental car apps have the lowest rate of adoption in the travel industry.
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