Car Rental Satisfaction Drops as Economy Takes Toll on Customer Service

By Automotive Staff | November 24, 2008
Renting a car has become a very important part of one’s travels whether for business or pleasure. Many of those cars are rented at airports because of the convenience. But a recent survey performed by J.D. Power and Associates shows that customer satisfaction with renting cars at airports have dropped significantly. The survey studies six areas -- costs and fees, pick up process, rental car, return process, reservation process and shuttle bus/van. The latest survey shows that satisfaction has dropped to a score of 734 in 2008 from a score of 750 in 2007. Pundits say that this is happening because of the current economic situation. Due to the tight economy, rental car companies have had to lay people off which affects customer service and thus impacts on customer satisfaction. Yes, that surly clerk is not your imagination caused by jetlag.
So what's a business traveler to do? Well, as the saying goes, all rental agencies are not serviced equal. The survey shows that Enterprise rates first in customer satisfaction followed by Hertz and then Alamo. The full list follows:
  1. Enterprise
  2. Hertz
  3. Alamo
  4. National
  5. Avis
  6. Budget
  7. Thrifty
  8. Dollar
  9. Payless
  10. Advantage Rent A Car
  11. Fox Rent A Car
via Auto News