Alamo Tops Customer Experience Rankings for Car Rentals

This post examines the six car rental agencies included in the 2012 Temkin Experience Ratings.

Alamo was the top rated car rental agency and the only one to receive a “good” customer experience rating, and 45th overall out of the 206 companies in the ratings. Three auto dealers were next in line with “okay” ratings: BudgetHertz, and Enterprise. The remaining two auto dealers earned “poor” ratings: Avis and Dollar. The overall industry was in the middle of the pack, with an average score that placed it ninth out of 18 industries.

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Alamo’s customer experience stands out in the car rental industry

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 Responses to Alamo Tops Customer Experience Rankings for Car Rentals

  1. Bruce,
    When I noticed Alamo at the top, my first reaction was, “impossible, they are my worst nightmare other than Thrifty.” I have been Gold Card with Hertz, my preference, and currently use AVIS, with a few rentals from National and Enterprise, mostly postive experiences. From my 30+ years as a road warrior, it’s interesting how long a few bad experiences from 15-20 years prior, will keep us from using a current “top rated agency.” Thanks for the update.

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