J.D. Power Sees Car Rental Most Satisfying Part of Travel Experience
Renting a car has become the most satisfying part of the North American travel experience, according to the J.D. Power 2018 North America Rental Car Satisfaction Study. Among the findings: Overall rental car satisfaction improved by 4 index points to 830 in 2018, the highest level in the 23-yearhistory of the study. The improvement is driven by satisfaction in reservations, rental car, and costs and fees. Satisfaction was much higher among customers who use a brand’s mobile app, though just 30 percent of customers say they use an app. Despite that, staff interactions still matter. Positive staff touch points in the reservation and return processes are associated with the highest levels of overall rental car customer satisfaction. Enterprise ranked highest in over all customer satisfaction for a fifth consecutive year, with a score of862. Hertz (848), which has improved by 26 points from 2017, ranked second. National (846) ranked third.