March 19, 2015 1 Comment
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).