Now in its 14th year, the Rental Car Satisfaction 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
• shuttle bus/van

Highlights from the study include:

• Enterprise ranks highest in customer satisfaction among rental car companies for a sixth consecutive year and performs particularly well in all six factors. Enterprise is followed in the rankings by National and Hertz, respectively.
• In particular, National has improved considerably from 2008, by 15 index points and two rank positions in 2009. Hertz performs particularly well in shuttling customers to and from the airport.
• The incidence of even a single problem can have a notable negative effect on overall satisfaction. On average, satisfaction among customers who experience a problem is nearly 140 points lower than satisfaction among customers who don't have a problem during their rental car experience.
• Providing a highly satisfying rental car experience has a strong positive effect on customer loyalty levels. Among customers with satisfaction scores averaging 900 or higher, approximately two-thirds indicate that they "definitely will" recommend the rental car company to others and "definitely will" rent from the same company again. These rates are more than twice those of customers with satisfaction scores averaging between 750 and 899 and four times those of customers with satisfaction averaging between 600 and 749.

About the Study
The 2009 Rental Car Satisfaction Study is based on more than 12,900 evaluations from business and leisure travelers who rented a vehicle at an airport location between September 2008 and October 2009. The study was fielded between October 2008 and October 2009.

For More Information:

• View Rental Car Ratings
• View Other Travel Ratings
• Read more Travel Articles
• Read the 2009 U.S. Rental Car Satisfaction Study Press Release
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