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
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Inaugural year:
2020
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Updated:
annually
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most recent data:
2022
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Companies:
8 major rental companies, plus aggregate of smaller companies
Benchmarks by Industry
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.
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% |