J.D. Power: National Car Rental Joins Hertz and Avis as Leaders in Customer Satisfaction
25 February 1998
J.D. Power and Associates Reports: National Car Rental Joins Hertz and Avis as Leaders in Customer Satisfaction
AGOURA HILLS, Calif., Feb. 25 -- For the past two years,
either Avis (1996) or Hertz (1997) has delivered the highest level of customer
satisfaction, according to the J.D. Power and Associates Domestic Rental Car
Customer Satisfaction Study(SM). Now in 1998, the third year of the study,
National joins Hertz and Avis as the leaders in customer satisfaction -- all
three tie for the highest-ranked car rental company in customer satisfaction.
Following these top three, at or above industry average, were Budget and
Thrifty, respectively.
"The study indicates how difficult it is for car rental companies to
differentiate themselves in the eyes of consumers," commented Tim Gohmann,
director of the travel practice at J.D. Power and Associates. "While Avis,
Hertz and National are satisfying customers' needs, there is a real
opportunity for one of these companies to demonstrate industry leadership by
delivering truly outstanding service. This will require a complete and
in-depth understanding of why a vehicle is rented. For example, the study
results indicate that those who rent a vehicle for a business purpose place
more importance on the Pick-Up and Return processes than do the leisure
renter. The business traveler may be more concerned with staying on a tight
schedule, and a quick and easy pick-up and return helps them stay on time.
This is the type of understanding that can provide specific direction for
improvement," Mr. Gohmann said.
According to respondents, satisfaction with the Pick-Up process continues
to be the single most important factor contributing to overall satisfaction
(34%), followed by satisfaction with the Return Process (25%), Rental Car
Rates/Value (15%), Rental Car (14%) and the Reservation Process (12%).
National was the strongest in the Reservation and Pick-Up processes; Hertz in
the quality and condition of vehicle; and Avis in the Return Process. Budget
and Thrifty both improved in all aspects involving the rental process.
The J.D. Power and Associates 1998 Domestic Rental Car Study is based on
more than 6,000 evaluations received from a random sample of pre-identified
rental car customers. This study includes rentals picked up or returned to
locations at or near airports from the following seven major domestic rental
car companies, in alphabetical order: Alamo, Avis, Budget, Dollar, Hertz,
National and Thrifty.
J.D. Power and Associates is an international firm best known for its
marketing information services in key business sectors including market
research, forecasting and customer satisfaction. The firm's quality and
satisfaction measurements are based on actual customer responses from over a
million consumers annually. With its headquarters in Agoura Hills,
California, the firm also has U.S. offices in Torrance, California; Michigan;
and Connecticut. Its international locations include Japan, Korea, England,
Canada and Brazil.
J.D. Power and Associates can be accessed through the World Wide Web at
http://www.jdpower.com. Media email contact: john.pepitone@jdpower.com.
No advertising or other promotional use can be made of the information in
this release or J.D. Power and Associates survey results without the express
prior written consent of J.D. Power and Associates.
J.D. Power and Associates
1998 Domestic Rental Car Customer Satisfaction Study(SM)
Percent Contribution to Overall Satisfaction with Rental Car Company
* Pick-Up Process -- 34%
* Return Process -- 25%
* Rental Car Rates/Value -- 15%
* Rental Car -- 14%
* Reservation Process -- 12%
Overall Satisfaction Index Among Those Above Industry Average
Rentals At or Near Airport
Avis -- 104
Hertz -- 104
National -- 104
Budget -- 101
Thrifty -- 100
Total Industry -- 100
Source: (C)J.D. Power and Associates 1998 Domestic Rental Car Customer
Satisfaction Study(SM)
Charts and graphs extracted from this press release must be accompanied by
a statement identifying J.D. Power and Associates as the publisher, and the
J.D. Power and Associates 1998 Domestic Rental Car Customer Satisfaction
Study(SM) as the source. No advertising or other promotional use can be made
of the information in this release or J.D. Power and Associates survey results
without the express prior written consent of J.D. Power and Associates.
SOURCE J.D. Power and Associates
