Enterprise, National, and Alamo, all companies owned by Enterprise Holdings, Inc., scored the top three positions in JD Powers’ Rental Car Satisfaction Study for a fourth consecutive year.
Enterprise ranked highest in overall customer satisfaction with an index score of 851 (on a 1,000-point scale). This marks the 12th time in 14 years that Enterprise has ranked highest in the study. National, which ranked highest in the 2013 study, ranks second for a fourth consecutive year, with a score of 846. Alamo ranks third with a score of 828—a 19-point improvement from last year.
The study, now in its 22nd year, measures overall customer satisfaction with rental cars at airport locations by examining six factors (listed in order of importance): Cost & Fees; Pick-Up Process; Rental Car; Return Process; Shuttle Bus/Van; and Reservation Process.
Responses were gathered between September 2016 through August 2017 from 11,177 business and leisure travelers who rented a vehicle at an airport location from August 2016 through August 2017.
J.D. Power research finds a strong correlation between customer satisfaction and rates of advocacy and loyalty. In this study, 95% of Enterprise customers and 94% of National customers say they “definitely will” or “probably will” recommend the brand. Alamo also has a strong advocacy rate, with 90% of its customers saying they are likely to recommend the brand.