Customers Prefer National Car Rental in J.D. Power Survey
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An expedited car rental pickup process may be more important to business travelers than the latest in-car GPS or other technology amenity.
Though smaller than its rivals, National Car Rental has given Hertz and Avis Budget Group something to be concerned about.
National took the top spot from sister brand Enterprise and widened its lead over other car rental brands favored by business travelers, including Hertz and Avis, in J.D. Power's 2013 customer satisfaction rankings in North America.
National notched relatively large jumps in cost and fees (28 points), the pick-up process (24 points), and the reservations process (45 points), although the factors are weighted and the reservations process only accounted for 5% of the score.
The J.D. Power 2013 North America Rental Car Satisfaction Study uses a 1,000-point scale to assess customer sentiment about car rental companies at airport locations and weighs, in order of importance, cost and fees; pick-up process; return process; rental car; shuttle bus/van, and reservations process. Even a 15-point swing is considered significant.
Here are the rankings:
J.D. Power 2013 North America Rental Car Satisfaction Study
Customer Satisfaction Index Ranking (
