National Car Rental has earned the top rating for customer experience in the rental cars and transport industry, according to the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers.
Out of the 12 rental car and transport companies included in this year's ratings, National Car Rental earned the highest score with a rating of 72 percent, putting it in 109th place overall out of 318 companies across 20 industries. Enterprise Rent-A-Car, ACE Rent A Car, and Advantage Rent-A-Car tied for second place. Each received a score of 69 percent and ranked 149th overall.
Overall, the rental cars and transport industry averaged a 65 percent rating in the 2018 Temkin Experience Ratings and tied for 15th place out of 20 industries. The average rating of the industry remains unchanged from 2017.
The ratings of all rental cars and transport companies in the 2018 Temkin Experience Ratings are as follows:
- National Car Rental: 72 percent
- Enterprise Rent-A-Car: 69 percent
- ACE Rent A Car: 69 percent
- Advantage Rent-A-Car: 69 percent
- Hertz: 68 percent
- Uber: 66 percent
- Lyft: 66 percent
- Avis: 64 percent
- Budget: 62 percent
- Alamo Rent A Car: 62 percent
- Fox Rent A Car: 59 percent
- Dollar: 51 percent
"No rental car company has distinguished itself as a CX leader, and the overall industry provides just mediocre customer experience," said Bruce Temkin, managing partner of Temkin Group, in a written statement.
Avis' customer experience score improved the most over the previous year, gaining 10 percentage points. Fox Rent A Car's score, on the other hand, declined the most, dropping by 13 points.
Now in its eighth year of publication, the 2018 Temkin Experience Ratings evaluates 318 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
In these ratings, a score of 70 percent or above is considered "good," and a score of 80 percent or above is considered "excellent," while a score below 60 percent is considered "poor."