Enterprise leads in rental car customer satisfaction

Which 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.

The 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.

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Christopher Seward

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