Customer satisfaction with rental cars has increased for a second consecutive year, returning to nearly 2006 levels, according to the J.D. Power and Associates 2011 North America Rental Car Satisfaction StudySM released today.
Now in its 16th year, the study measures overall customer satisfaction with renting cars at airports by examining six factors (listed in order of importance): costs and fees; pick-up process; return process; rental car; shuttle bus/van; and reservation process.
Overall satisfaction in 2011 averages 758 on a 1,000-point scale, up from 750 in 2010, driven by increases in satisfaction across all six factors compared to 2010.
ACE Rent A Car ranks highest in customer satisfaction. Enterprise follows in the rankings, and National was third.
The study is based on more than 12,500 evaluations from business and leisure travelers who rented a vehicle at an airport location within the previous 30 days. The study period was January through September.
