Advantage Leads Rental Car Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the rental car industry:

  • The average rating for rental cars places it at number 12 out of 19 industries.
  • The most highly-ranked car rental agency, #78 Advantage, is well ahead of the next car rental firm, Enterprise, at #123. Advantage was on top of the functional, accessible, and emotional components, but was not included in the 2012 Temkin Experience Ratings.
  • Avis had the largest increase since 2012. It was particularly strong in the accessible component.
  • Three rental car agencies tied for last place: Budget, Dollar and Alamo. All three declined since 2012, but Alamo saw the worst decline of any car rental agency, losing 20 percentage points.
  • Dollar is the lowest in functional component, Alamo is the lowest in accessible, and  Budget is the lowest in emotional.
  • Here’s a link to industry results from the 2012 ratings.

Download entire dataset for $395

RentalCars1 RentalCars2

Temkin Ratings website

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.

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