Advantage and Enterprise Lead Rental Car Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Advantage and Enterprise earned a 64% rating and tied for 144th place overall out of 268 companies across 19 industries. This is Advantage’s second year in a row in the top spot, whereas Enterprise improved its ranking from second place in 2013 to first place this year. At the other end of the spectrum, for the third year in a row, Dollar received the lowest rating of any of the eight rental car agencies evaluated, landing in 241st place overall with a rating of 54%.

Download entire dataset for $395

CarRentalA
Here are some additional findings from the airline industry:

  • The ratings of all rental car agencies in the 2014 Temkin Experience Ratings are as follows: Advantage (64%), Enterprise (64%), Budget (61%), Alamo (60%), National (58%), Avis (57%), Hertz (56%), and Dollar (54%).
  • Budget (+9 points) and Alamo (+8 points) improved their ratings the most between 2013 and 2014.
  • Advantage (-7 points), Hertz (-7 points), and Avis (-6 points) declined the most between 2013 and 2014.
  • Overall, the car rental industry averaged a 59% rating in the 2014 Temkin Experience Ratings and placed 16th out of 19 industries. It was also one of only four industries to decline in the ratings since last year, decreasing its average by 1.4 percentage points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

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Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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