Amid
a tumultuous year for rental car companies, Enterprise Rent-A-Car
finds competitive pricing to be key in satisfying
customers, according to the J.D. Power and Associates 2002 Domestic
Airport Rental Car Customer Satisfaction Study.
Enterprise
ranks highest in overall satisfaction among rental car customers
surveyed in the study, followed by Hertz. National and Avis
also finished above the industry average.
"While
customer service is still paramount, price is also a key factor
in overall satisfaction," said Mike Taylor, director of
travel services for J.D. Power and Associates. "Study respondents
indicated that Enterprise's rental rates and overall value were
significantly better than any other rental car company included
in the study."
Overall,
Enterprise demonstrates strong performances in rates and value,
which includes pricing and fees, the pick-up process and the
return process. Hertz received high marks for the rental car
itself and for the reservation process, while National excelled
in the return process.
Among
business rental car customers, Hertz's advantages in the pick-up
process, the reservation process and the rental car itself are
eclipsed by Enterprise's dominance in rates and value.
"Business
rental rates have grown by more than 13 percent in some major
markets in the past year," said Taylor. "When you
see those kinds of increases, the consumer can become sensitive
to price very quickly."
Internet
usage continues to expand significantly in the rental car market.
While only 12 percent of business renters used the Internet
to book a reservation in 2001, the study finds 28 percent did
so in 2002. Among leisure renters, the percentage went from
27 percent in 2001 to 36 percent in 2002.
"Although
making a phone call directly to a rental car company or to a
travel agent is still the most popular method of reserving a
vehicle, renters are checking the Internet looking for price
discounts more often," said Taylor. "Two-thirds of
all renters report getting a discount of some
sort."
The
study, now in its seventh year, is based on more than 3,400
evaluations from a random national sample of rental car customers
who picked up or dropped off their rental cars at or near airports.
Eight major rental car companies are included in the survey:
Alamo, Avis, Budget, Dollar, Enterprise, Hertz, National and
Thrifty.
(Source:
J.D. Power and
Associates)
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