Advantage Rent-A-Car and ACE Rent A Car Earn Top Customer Experience Ratings for Rental Cars

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Advantage Rent-A-Car and ACE Rent A Car deliver the best customer experience in the Rental Cars & Transport industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

This year, we expanded this category from rental cars to rental cars & transport in order to include alternative transportation options such as Lyft and Uber.

Advantage Rent-A-Car took the top spot out of the 14 rental car and transport companies included in this year’s ratings, earning a score of 75% and coming in 60^th place overall out of 331 companies across 20 industries. ACE Rent A Car came in second with a score of 72% and an overall rank of 111^th.

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

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 142^nd overall out of 294 companies across 20 industries. Alamo came in second with an overall rank of 166^th. 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 292^nd 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.

Alamo and Enterprise Lead Rental Cars in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here are some highlights from the rental car industry:

• Although down from its peak of 61% in 2012, rental car agencies saw a slight increase in their average experience ratings, from 59.3% in 2014 to 60.0% in 2015.
• Alamo claimed the top spot and continued its upward trend. It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. Enterprise earned the second spot with a Rating of 67%.
• For its first year on the Ratings, Fox Rent A Car took the bottom spot with a rating of 42%, placing 292nd out of the 293 companies we evaluated.
• Rental car companies made up three of the bottom twenty companies: Fox Rent A Car (42%), Dollar (47%), and Thrifty (50%). Overall, scores in this industry ranged from “very poor” to just “okay.” And the industry tied for 15th place out of 20 industries with an average rating of 60%.
• Rental car agencies also increased their average rating in both the success and the effort component. Their success average increased from 62% to 63% and their effort average increased for 63% to 64%. The industry’s emotion average stayed steady at 53%.
• Alamo, Enterprise, and National were the only companies to score above the industry averages in all three TxR component categories. Alamo recorded the highest scores for success with 74% (11 points above the industry average) and emotion with 61% (eight points above the industry average), while Enterprise scored highest for effort with 72% (eight points above the industry average).