Overall Satisfaction : This score is based on how customers rate their overall satisfaction with the car rental process.

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Reservation Process: This score is based on how customers rate the phone and Web site reservation process.

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Pick-Up Process : This score is based on how customers rate the condition/cleanliness of the rental car facility, clarity of explanation of contract terms/charges, courtesy of the counter personnel, speed of rental car pick-up process, and courtesy of exit-gate personnel.

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Rental Car : This score is based on how customers rate the appearance, performance, amenities, comfort, and smell of the rental car.

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