Hertz ranked first for the second consecutive year in the J.D. Power 2020 North America Rental Car Satisfaction Study, receiving top honors in reservation process, pick-up process and rental car, which includes satisfaction with the overall vehicle and cleanliness. The study showed that customer satisfaction with North American airport-based rental car companies in general was flat as airport passenger volumes slowed dramatically during the pandemic. Michael Taylor, travel intelligence lead at J.D. Power, said that despite economic headwinds, the major rental car companies were able to maintain high levels of customer satisfaction throughout the pandemic, largely through great customer service and enhanced cleaning protocols to build confidence with travelers. Enterprise ranked second, followed by Alamo and National. The study was based on responses gathered from September 2019 through August 2020 from 7,364 business and leisure customers who rented a vehicle at an airport location from August 2019 through August 2020.