Car rental satisfaction plummets in 2021 JD Power Study – Rental operations

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Overall customer satisfaction with North American airport-based car rental companies declines dramatically this year as a global shortage of new vehicles has driven prices up 58% over the past nine years. last months of the study. The JD Power 2021 North America Rental Car Satisfaction Study, released today – which tracked customer experience with car rental companies between August 2020 and August 2021 – finds that the average rental price per day quoted by customer rose to $ 90.40 by the summer of this year.

Over the 12 months of the study, overall customer satisfaction decreased by 11 points (on a 1,000-point scale) from the 2020 score of 841. The average score of 830 marked a reversal of a steadily sloping scores over the past six years.

While previous years have seen a narrowing of the gap between high and low scores, Enterprise, National and Alamo have widened the gap against their competition this year.

Data courtesy of JD Power.

“Car rental companies have faced significant challenges, both in terms of providing vehicles and personnel, and a combination of rising costs and long queues at the airport is having a negative effect on customer satisfaction, ”said Michael Taylor, head of travel intelligence at JD. Power.

“The fact that the average price per day for renting a vehicle is now over $ 90 seems almost hard to believe, but I have seen cases where a subcompact, booked a month in advance, costs $ 140 per day. Even when customers are aware of macroeconomic challenges, their personal experiences quickly trump economic theory, and the result is lower customer satisfaction.

Ranking of studies

Enterprise Rent-A-Car ranks first for overall customer satisfaction, with a score of 861. National (852) ranks second and Alamo (837) ranks third. Enterprise regained the top spot from Hertz, which led the 2019 and 2020 survey rankings.

While previous years have seen a narrowing of the gap between high and low scores, Enterprise, National and Alamo have widened the gap against their competition this year. Enterprise’s best score nearly hit its previous record of 862 in 2018. Meanwhile, the lowest score of 768 was the lowest in five years.

The 2021 North America Rental Car Satisfaction Survey is based on responses collected from September 2020 to August 2021 from 4,279 business and leisure travelers who rented a vehicle at an airport in August 2020 until August 2021.


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