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:
2023
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Companies:
8 major rental companies, plus aggregate of smaller companies
Satisfaction Benchmarks by Industry
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Car Rentals | 75 | 76 | 1% |
| 1 | National (Enterprise) | 76 | 78 | 3% |
| 1 | Hertz | 76 | 76 | 0% |
| 1 | Dollar (Hertz) | 75 | 75 | 0% |
| 1 | Enterprise | 76 | 79 | 4% |
| 1 | Sixt | NM | 72 | NA |
| 1 | Alamo (Enterprise) | 79 | 83 | 5% |
| 1 | Avis (Avis Budget) | 74 | 80 | 8% |
| 1 | Budget (Avis Budget) | 72 | 76 | 6% |
| 1 | All Others | 71 | 71 | 0% |
2023 results based on data collected April 2022 – March 2023.
NM – Not measured NA – Not available
Car Rental Benchmarks
Customer Experience Benchmarks Year-over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Quality of mobile app | 82 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 83 |
| Ease of making a reservation | 80 | 82 |
| Vehicle appearance and cleanliness | 79 | 82 |
| Drop-off location | 78 | 81 |
| Ease of drop-off process | 81 | 81 |
| Timeliness of drop-off process | 81 | 81 |
| Website satisfaction | 79 | 81 |
| Courtesy and helpfulness of drop-off personnel | 80 | 80 |
| Pick-up location | 77 | 80 |
| Vehicle features and performance | 78 | 80 |
| Courtesy and helpfulness of pick-up personnel | 79 | 79 |
| Ease of pick-up process | 78 | 79 |
| Timeliness of pick-up process | 77 | 79 |
| Loyalty program | 79 | 78 |
| Variety of vehicles | 76 | 78 |
| Call center satisfaction | 75 | 76 |
| Fees for optional services and features | 73 | 75 |
Industry averages are weighted by companies’ market shares.