An annual study carried out by a leading US consumer agency has revealed customer satisfaction with car hire firms is at a 10-year high. The results of the survey by JD Power show contentment ratings that average 800 out of 1,000 points for hirers renting vehicles at US airport outlets.
Enterprise came first with an 831-point ranking and was followed by National with 818 and Alamo with 807. Even bottom-placed Thrifty scored a creditable 733 points. The results show the highest contentment levels in the JD Power survey since 2006.
The researchers quizzed respondents on all aspects of their car hire experience. The main factors were how easy it was to collect and drop off their vehicles in addition to airport shuttle-bus services and the overall cost.
Dr Rick Garlick is JD Power’s travel and hospitality leading officer and he noted that the higher gratification ranks were a mix of hirers being more savvy and improved customer service. He explained that thanks to the internet, hirers can avoid collection problems by using mobile apps that enable them to pick up their vehicles from the car park.
Dr Garlick said this convenience was probably the prime reason corporate hires had a slightly higher satisfaction ranking when compared to leisure or holiday rents. The points were 802 and 798 respectively.
As a codicil, Dr Garlick continued by saying a surprising result this year was that younger renters born after 1980, and known in the US as millennials, were really satisfied with their rental experiences. The overall median for this age group was 822 points.