Enterprise Holdings has just accomplished a first for itself. Its Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car brands have just been ranked in the top three spots on the 2012 North American Rental Car Satisfaction Study from J.D. Power and Associates. This study surveys leisure and business travellers who have hired vehicles at airports across North America. All three of Enterprise’s brands finished above average and improved their prior year scores, though customer satisfaction scores were at their highest across the industry this year compared to the past seven.
Enterprise Rent-A-Car was ranked number one for the eighth time in the last nine years, receiving the highest score in all categories – rental car, reservation process, costs and fees, pick-up process, return process, and van/shuttle bus. The brand performed especially well in the cost and fees category, with 26 more points than any other brand. It was also ranked the highest among business travellers, who are usually pickier about their car hire experience than leisure travellers.
The brand was followed consecutively by National Car Rental and Alamo Rent A Car. While National was ranked the second highest by business travellers, Alamo showed the most improvement in ranking compared to last year.
Enterprise Holdings’ car hire brands collectively lead the North American industry with about one-third of the airport market. The group owns and operates over one million vehicles, making it the biggest car hire operator in the world by fleet, workforce and revenue – the latter of which also makes the group one of the biggest in the travel industry overall.
The Enterprise Rent-A-Car brand has ranked consistently high on the Rental Car Satisfaction Survey since 1995, but National Car Rental and Alamo Rent A Car have had to move up the rankings since the group acquired the two brands in 2007 – the biggest acquisition in the industry’s history. It has only taken Enterprise Holdings five years to get all three of its brands to the top of the satisfaction study, which collected the opinions of over 12,000 leisure and business travellers.
Enterprise Holdings chairman and chief executive Andrew C. Taylor says that they have focused on providing exceptional customer services across all their brands since National Car Rental and Alamo Rent A Car were acquired. They also set a goal to have all three of the brands ranked at the top of the study. This achievement is a testament to the hard work of all their staff, who truly deserve to be recognised for their efforts.
Taylor added that they have put a lot of investment into the brands to offer new vehicles, loyalty schemes and technology to give their customers a better car hire experience. They know that simple smiles, positive attitudes and eye-contact are what really set them apart from the competition.
Meanwhile, Enterprise Rent-A-Car has been named a ‘gold’ employer by Business in the Community, a UK-based responsible business charity. The award puts the brand among the ten most diverse businesses in the country.
Enterprise Rent-A-Car UK managing director Mike Nigro says that diversity makes a lot of sense for their business, which operates 360 airport and neighbourhood locations. They are dedicated to representing the communities they serve and employing the best talent they can. This has allowed them to grow the business since launching in the UK in 1994.