National, Enterprise, and Alamo Earn Top Customer Experience Ratings for Rental Car Agencies

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

National Rent A Car, Enterprise Rent-A-Car, and Alamo Rent A Car deliver the best customer experience in the rental car industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

National and Enterprise tied for the top spot out of 11 rental car agencies in this year’s ratings, coming in 142nd overall out of 294 companies across 20 industries. Alamo came in second with an overall rank of 166th. These three agencies also earned the highest scores in 2015; although, Alamo fell from first place to second place after its score dropped a dramatic nine percentage points. In fact, of the 11 rental car agencies included in this study, Fox Rent A Car was the only one to improve its score in the past year.

At the other end of the spectrum, Dollar received the lowest score in the industry with a rating of 36%, which put it in 292nd place overall. Dollar is no stranger to the bottom of the list as it has spent four of the past five years there. In addition, three other rental car agencies received “very poor” scores (below 50%) this year: Thrifty, Advantage Rent-A-Car, and Fox Rent a Car.

1605_RentalCars_Rank

Overall, the rental car industry averaged a 52% rating in the 2016 Temkin Experience Ratings and placed 17th out of 20 industries. The average rating of the industry decreased by eight percentage points between 2015 and 2016, dropping from 60% to 52%.

1605_RentalCars_IndustryAv 1605_RentalCars_Overall

 

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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