The pandemic has torn car rental companies like a hungry seven-year-old into a bowl of mac and cheese. At first, the limited supply of vehicles meant that no cars available, but that problem has largely passed. However, according to JD Power’s 2022 North American Rental Car Satisfaction Study, the industry faces other customer satisfaction issues. The study included responses from 8,445 business and leisure travelers rent a car at an airport between August 2021 and August 2022.
In researchSurvey respondents quote an average daily rent of $90, which is a far cry from budget hatchbacks and Nissan Altimas many of us hire. Main customer complaints with rental car company is their price, which the organization says is up 14 percent this year.
Price also becomes the most important factor affecting customer satisfactionand the external effects of inflation and gas price is making it worse. However, companies really have an advantage with good service. JD Power’s executive director of travel, hospitality and retail noted that “if rental cars want to offset the effect of this increase in costs on customer satisfaction and brand loyalty, it will be the case that the rental car will be able to offset the impact of this increase in costs. their brand, they will have to work hard to deliver outstanding value by enhancing service. “
– Enterprise ranked first in the study for the second year in a row with a score of 865.
– National is second with a score of 859.
– Alamo came in third at 837th place.
JD Power found that the average score for the industry as a whole is 829, down one point from 2021 and down 12 points from 2020. Below average, Avis landed at 816, Dollar at 799, Budget at 788 and Thrifty at level 780.
