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'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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