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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

  • Inaugural year:

    2020

  • Updated:

    annually

  • most recent data:

    2024

  • Companies:

    7 major rental companies, plus aggregate of smaller companies

Satisfaction Benchmarks by Company

Car Rentals
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

Car Rentals
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

Connect With ACSI

Connect With ACSI

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