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.
The passenger car segment was a main contributor to the the rise in used-vehicle prices in 2018.
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.
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.
For the fourth year in a row, Enterprise Rent-A-Car is ranked highest in satisfaction among rental car companies, according to the J.D. Power 2017 North America Rental Car Satisfaction Study. Enterprise Holdings’ other brands National and Alamo took second and third.
J.D. Power will begin offering its monthly Used Vehicle Price Index that tracks current and estimated future movement of wholesale used vehicle prices at the industry and segment level, the consultant and data provider announced.
Five segment-winning Kia vehicles include the Soul (Compact Multi-Purpose Vehicle), Forte (Compact Car), Cadenza (Large Car), Niro (Small SUV), and Sorento (Midsize SUV).
Personal observations of retail and travel transactions reveal just how much a consumer’s time is worth today, and how increasingly intolerant we are of inefficient transactions.
Using data from J.D. Power & Associates and tips from customer service experts, rental operators can employ these principles to help drive positive customer service — at various points — during the rental process.
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