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Please direct all media inquiries to J.D. Power and Associates Corporate Communications Department:


J.D. Power and Associates
Corporate Communications
2625 Townsgate Road
Westlake Village, CA 91361
Toll Free: (800) 274-5372
Phone: (805) 418-8000
Fax: (805) 418-8900
media.relations@jdpa.com


John Tews
Director, Media Relations
Troy, MI
(248) 680-6200


Syvetril Perryman
Media Relations Supervisor
Westlake Village, CA
(805) 418-8103


Andrew Teachout
Media Relations Specialist
Troy, MI
(248) 680-6200

 

Press Release
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Contact:
John Tews
(248) 312-4119
Jeff Perlman
(818) 317-3070
 

J.D. Power and Associates Reports:
Overall Satisfaction with Rental Cars Rebounds Following Challenging Years for the Industry

Enterprise Ranks Highest in Satisfying Rental Car Customers for a Seventh Consecutive Year

WESTLAKE VILLAGE, Calif.: 16 November 2010 — Overall customer satisfaction with rental cars has returned to pre-recession levels after declining to lower levels during the past two years, according to the J.D. Power and Associates 2010 North America Rental Car Satisfaction StudySM released today.

Now in its 15th year, the study measures overall customer satisfaction with renting cars at airports by examining six factors (listed in order of importance): costs and fees; pick-up process; rental car; return process; reservation process; and shuttle bus/van.

Overall satisfaction averages 750 on a 1,000-point scale in 2010, improving from 733 in 2009 and 734 in 2008. Satisfaction with the reservation process; pick-up process; shuttle bus/van; and costs and fees have achieved three-year highs. Each of the rental car companies included in the study has improved in 2010, compared with 2009.

“Improvement in the rental car industry occurs across all aspects of the customer experience,” said Stuart Greif, vice president of the travel practice at J.D. Power and Associates. “By quickly improving their operations as the market started coming back, rental car companies started reversing the negative impact on satisfaction that cuts and deferred investments had during the downturn.  Satisfaction snapping back in 2010 is a testament to the industry doing its best to balance the tension between customer satisfaction and hard economic realities during this period.”

Enterprise ranks highest in customer satisfaction among rental car companies for a seventh consecutive year and performs particularly well in all six factors. Enterprise is followed in the rankings by National and Hertz, respectively.

Incidence of reported problems has decreased to 9 percent in 2010, compared with 11 percent in 2009. Vehicle pick-up and billing are the areas with the highest rates of reported problems.

“While it’s possible to exceed expectations when resolving a customer problem, which could elevate satisfaction levels even above those of a problem-free experience, this situation is a rare exception,” said Greif. “It’s important to note that 22 percent of problems experienced by customers go unreported, which means there was never an opportunity to resolve them. The bottom line is that prevention of problems is a far better strategy than service recovery for achieving high satisfaction levels.”

In addition to increased satisfaction with rental car companies in 2010, customer loyalty and advocacy have also improved from 2009. In 2010, one-third of business travelers and 28 percent of leisure travelers indicate they “definitely will” rent from the same brand again—marking increases of 2 percent and 5 percent, respectively, from 2009. Advocacy rates have increased by 3 percent among business travelers and 6 percent among leisure travelers from 2009. In 2010, 30 percent of travelers in both groups say they “definitely will” recommend their rental car company.

The 2010 North America Rental Car Satisfaction Study is based on more than 11,500 evaluations from business and leisure travelers who rented a vehicle at an airport location within the previous 30 days. The study was fielded between October 2009 and September 2010.

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on travel ratings, please visit JDPower.com. Also available are car reviews and ratings, car insurance, health insurance, cell phone ratings, and more. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard & Poor’s, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.  

 

Media Relations Contacts:

John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy , MI 48098
USA
(248) 312-4119
john.tews@jdpa.com

Jeff Perlman
Brandware Public Relations
Media Relations
Malibu , CA
USA
(818) 317-3070
jperlman@brandwaregroup.com

 

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate

 

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2010 North America Rental Car Satisfaction Study

Stuart Greif, vice president of the travel practice at J.D. Power and Associates, discusses findings from the 2010 North America Rental Car Satisfaction Study. Now in its 15th year, the study measures overall customer satisfaction with renting cars at airports by examining six factors (listed in order of importance): costs and fees; pick-up process; rental car; return process; reservation process; and shuttle bus/van. It is based on more than 11,500 evaluations from business and leisure travelers who rented a vehicle at an airport location within the previous 30 days.

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