Rental Car Satisfaction Improves Amid Increased Price Pressure, J.D. Power Finds

Hi,

Most companies are happy when overall satisfaction goes up, but rental car companies shouldn’t be.

This increase in satisfaction is coming because prices are going down, which is hurting margins/profits even as it increases perceived value, and other metrics like wait times and pick up problems, have not improved.

This comes from J.D. Power’s 2017 North America Rental Car Satisfaction Study, which also found that even in a price war, features and benefits have big effect on satisfaction and that social media has become a problem resolution battleground.

Also: Enterprise ranks highest in overall customer satisfaction for a fourth consecutive year, with a score of 851. Enterprise is followed by National (846), Alamo (828) and Hertz (822). This is out of 1000 points.

The release for the study can be found here<http://www.jdpower.com/press-releases/jd-power-2017-north-america-rental-car-satisfaction-study>. If you’d like to speak with Mike Taylor for more info, please let me know.

Best,

Brian

[cid:image001.png@01D35883.0A27B1D0]| Brian Jaklitsch | p: 631.584.2200 | c: 631.747.2639 | www.jroderick.com<http://www.jroderick.com/> |