Enterprise leads in rental car customer satisfaction

Enterprise Challenges Hertz With Acquisition Of National And AlamoWhich rental car company leaves you the most satisfied? According to new report from J.D. Power, Enterprise comes out on top, but for the entire rental care industry, higher costs and longer wait times are putting a dent in overall satisfaction.

A survey of more than 12,308 business and leisure customers put Enterprise on top with a top score of 805 on a 1,000-point scale. National followed with a score of 797.

Overall satisfaction, however, dropped a point to 774 from last year’s results after year-after-year gains since 2009. This year’s study found rental prices are up an average of $5 from last year and customers are waiting longer for their rental to be processed. Even shuttle waits are longer, the study found.

chart2The 2014 North America Rental Car Satisfaction Study is based on responses gathered between September 2013 and August 2014 from individuals who rented a vehicle at an airport.

Companies also received ratings of 2 to 5, with 5 “among the best”, followed by 4 (better than most); 3 (about average) and 2 (the rest). Look at the chart to the left to see how the rental companies fared.

Reader Comments 0

4 comments
msabath17
msabath17 moderator

Enterprise provides great service

PJ25
PJ25

What I'm curious about is their employee turnover as these places are always full of young kids fresh out of college kids. 

PJ25
PJ25

It's amazing how much market share Enterprise has once you get away from an airport and into a city or community.

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Sophia Mason

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