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Car Rentals

Drive loyalty at every point of the customer journey

Strategically measure customer satisfaction with technology designed to help you improve loyalty.

CAR RENTALS

Despite huge economic pressures, successful car rental companies have been able to maintain high levels of customer satisfaction throughout the pandemic, largely through customer service and enhanced cleaning protocols—but how much is enough? ACSI can provide a deeper understanding of customer expectations of car rental companies in order to drive loyalty at every point of the customer journey.

At a glance:

Car Rentals

  • Inaugural year:

    2020

  • Updated:

    annually

  • most recent data:

    2022

  • Companies:

    8 major rental companies, plus aggregate of smaller companies

Satisfaction Benchmarks by Industry

Car Rentals

Company 2021 2022 % Change
Car Rentals 76 75 -1.3%
Alamo (Enterprise) 76 79 4%
Enterprise 78 76 -3%
Hertz 75 76 1%
National (Enterprise) 75 76 1%
Dollar (Hertz) 77 75 -3%
Avis (Avis Budget) 75 74 -1%
Budget (Avis Budget) 73 72 -1%
All Others 71 71 0%
Thrifty (Hertz) 72 70 -3%

Car Rental Benchmarks

Customer Experience Benchmarks Year-over-Year Industry Trends

Benchmarks 2021 2022
Quality of mobile app 79 82
Ease of drop-off process 81 81
Reliability of mobile app (minimal down time, crashes, lags) 79 81
Timeliness of drop-off process 80 81
Courtesy and helpfulness of drop-off personnel 80 80
Ease of making a reservation 79 80
Courtesy and helpfulness of pick-up personnel 79 79
Loyalty program 80 79
Vehicle appearance and cleanliness 80 79
Website satisfaction 80 79
Drop-off location 79 78
Ease of pick-up process 79 78
Vehicle features and performance 79 78
Pick-up location 79 77
Timeliness of pick-up process 78 77
Variety of vehicles 77 76
Call center satisfaction 77 75
Fees for optional services and features 75 73

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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