Rental Car Customer Satisfaction Holds Steady as Industry Deals with Reduced Volume, J.D. Power Finds

Overall customer satisfaction with North American airport-based rental car companies is flat this year as airport passenger volumes have slowed dramatically during the COVID-19 pandemic. According to the J.D. Power 2020 North America Rental Car Satisfaction Study,^SM released today, customer satisfaction with airport-based rental car companies is 841 (on a 1,000-point scale), which is statistically flat compared with 2019’s record-high performance.

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J.D. Power 2020 North America Rental Car Satisfaction Study (Graphic: Business Wire)

“As with other travel suppliers, this has been an incredibly challenging period for the car rental industry,” said Michael Taylor, travel intelligence lead at J.D. Power. “Despite these economic headwinds, the major rental car companies have been able to maintain high levels of customer satisfaction throughout the pandemic, largely through great customer service and enhanced cleaning protocols to build confidence with travelers.”

Study Ranking

Hertz ranks highest in overall customer satisfaction, with a score of 852. Enterprise (849) ranks second, followed by Alamo (848) and National (845).

The 2020 North America Rental Car Satisfaction Study is based on responses gathered from September 2019 through August 2020, from 7,364 business and leisure travelers who rented a vehicle at an airport location from August 2019 through August 2020.

For more information about the North America Rental Car Satisfaction Study, visit https://www.jdpower.com/resource/north-america-rental-car-satisfaction-study.

To view the online press release, please visit http://www.jdpower.com/pr-id/2020131.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

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