Car Rentals
Drive loyalty at every point of the customer journey
Strategically measure customer satisfaction with technology designed to help you improve loyalty.
CAR RENTALS
Despite huge economic pressures, successful car rental companies have been able to maintain high levels of customer satisfaction throughout the pandemic, largely through customer service and enhanced cleaning protocols—but how much is enough? ACSI can provide a deeper understanding of customer expectations of car rental companies in order to drive loyalty at every point of the customer journey.
At a glance:
Car Rentals
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Inaugural year:
2020
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Updated:
annually
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most recent data:
2024
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Companies:
7 major rental companies, plus aggregate of smaller companies
Satisfaction Benchmarks by Company
| Anchor Link | Category | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Car Rentals | 76 | 77 | 1% | |
| #national-enterprise | National (Enterprise) | 78 | 84 | 8% |
| #alamo-enterprise | Alamo (Enterprise) | 83 | 78 | -6% |
| #avis-avis-budget” | Avis (Avis Budget) | 80 | 78 | -3% |
| #hertz | Hertz | 76 | 78 | 3% |
| #enterprise | Enterprise | 79 | 77 | -3% |
| #dollar-hertz | Dollar (Hertz) | 75 | 75 | 0% |
| All Others | 71 | 74 | 4% | |
| #budget-avis-budget | Budget (Avis Budget) | 76 | 73 | -4% |
Customer Experience Benchmarks by Category
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 84 |
| Drop-off location | 81 | 83 |
| Ease of drop-off process | 81 | 83 |
| Ease of making a reservation | 82 | 83 |
| Quality of mobile app | 84 | 83 |
| Timeliness of drop-off process | 81 | 83 |
| Vehicle appearance and cleanliness | 82 | 83 |
| Courtesy and helpfulness of drop-off personnel | 80 | 82 |
| Pick-up location | 80 | 82 |
| Courtesy and helpfulness of pick-up personnel | 79 | 81 |
| Timeliness of pick-up process | 79 | 81 |
| Website satisfaction | 81 | 81 |
| Ease of pick-up process | 79 | 80 |
| Vehicle features and performance | 80 | 80 |
| Variety of vehicles | 78 | 79 |
| Call center satisfaction | 76 | 78 |
| Loyalty program | 78 | 78 |
| Fees for optional services and features | 75 | 76 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected April 2023 – March 2024