J.D. Power and Associates Reports: Rental Car Companies Compete Fiercely to Satisfy Customers

Enterprise Ranks Highest in Customer Satisfaction for Leisure Rentals;

Avis and National Tie for Highest In

Customer Satisfaction for Business Rentals



Apr 10, 2001, 01:00 ET from J.D. Power and Associates

    AGOURA HILLS, Calif., April 10 /PRNewswire/ -- Renting a car at or near an
 airport is one travel experience that continues to improve, according to the
 J.D. Power and Associates 2001 Domestic Airport Rental Car Customer
 Satisfaction Study(SM) released today.  Competition to retain automobile
 rental customers has produced a steady stream of innovation and new services
 from the leading rental car agencies.
     The study was expanded in 2001 to provide distinction between business and
 leisure customers.  Avis tied with National for the overall highest ranking
 among business rentals and Enterprise ranks highest among leisure rentals.
     "Competition in the rental car field has produced five straight years of
 increasing customer satisfaction," said Michael Taylor, director of travel
 services at J.D. Power and Associates.  "The 2001 results reflect even fiercer
 competition to attract and retain renters.  Rankings among the companies is
 tightly grouped, especially on the business side.  Avis and National managed
 to edge out Alamo, Hertz and Budget due to a slight advantage in the critical
 passenger pick up process."
     Avis also demonstrated strong performance in the reservation process,
 while Hertz and Alamo performed particularly well in the return process,
 according to business renters.
     Enterprise ranks highest among leisure rentals by earning the highest
 scores in four out of the five factors that comprise overall customer
 satisfaction: pick-up process, rates/values, return process and reservation
 process.  National follows Enterprise among leisure renters and performs very
 well in the measures that address the performance, cleanliness and features of
 the vehicles.
     "Good service and the attitude of employees make the difference," said
 Taylor.  "Once again, survey respondents tell us that employees at Enterprise
 are exceptionally motivated to please the customer, and that attitude is
 reflected in the survey results."
     The study also shows that the number of problems reported by auto renters
 is down significantly, further reflecting efforts by rental car companies to
 improve their customer service.  In addition, use of the Internet in the car
 rental process is growing, with nearly one-quarter of leisure renters now
 making their reservations online.
     The study, now in its sixth year, is based on more than 2,900 evaluations
 from a random national sample of rental car customers who picked up or
 returned their rental cars to locations at or near airports.  Eight major
 rental car companies were included in the study: Alamo, Avis, Budget, Dollar,
 Enterprise, Hertz, National and Thrifty.  Dollar, Enterprise and Thrifty were
 not included in the business-rental ranking due to insufficient sample.
     Headquartered in Agoura Hills, Calif., J.D. Power and Associates is a
 global marketing information services firm operating in key business sectors
 including market research, forecasting, consulting, training and customer
 satisfaction.  The firm's quality and satisfaction measurements are based on
 actual customer responses from millions of consumers annually.  J.D. Power and
 Associates press releases and media information can be accessed through the
 Internet at www.jdpa.com.
     Consumer-focused highlights from the 2001 Domestic Airport Rental Car
 Customer Satisfaction Study(SM) are available at the J.D. Power Consumer
 Center at www.jdpower.com.  Media e-mail contact: michael.greywitt@jdpa.com.
     This press release is provided for editorial use only.  No advertising or
 other promotional use can be made of the information in this release or of
 other J.D. Power and Associates survey results without the express prior
 written consent of J.D. Power and Associates.
 
     For further information, please contact Michael P. Greywitt, 818-707-9526,
 or John Tews, 248-267-6800, both of J.D. Power and Associates.
 
 

SOURCE J.D. Power and Associates
    AGOURA HILLS, Calif., April 10 /PRNewswire/ -- Renting a car at or near an
 airport is one travel experience that continues to improve, according to the
 J.D. Power and Associates 2001 Domestic Airport Rental Car Customer
 Satisfaction Study(SM) released today.  Competition to retain automobile
 rental customers has produced a steady stream of innovation and new services
 from the leading rental car agencies.
     The study was expanded in 2001 to provide distinction between business and
 leisure customers.  Avis tied with National for the overall highest ranking
 among business rentals and Enterprise ranks highest among leisure rentals.
     "Competition in the rental car field has produced five straight years of
 increasing customer satisfaction," said Michael Taylor, director of travel
 services at J.D. Power and Associates.  "The 2001 results reflect even fiercer
 competition to attract and retain renters.  Rankings among the companies is
 tightly grouped, especially on the business side.  Avis and National managed
 to edge out Alamo, Hertz and Budget due to a slight advantage in the critical
 passenger pick up process."
     Avis also demonstrated strong performance in the reservation process,
 while Hertz and Alamo performed particularly well in the return process,
 according to business renters.
     Enterprise ranks highest among leisure rentals by earning the highest
 scores in four out of the five factors that comprise overall customer
 satisfaction: pick-up process, rates/values, return process and reservation
 process.  National follows Enterprise among leisure renters and performs very
 well in the measures that address the performance, cleanliness and features of
 the vehicles.
     "Good service and the attitude of employees make the difference," said
 Taylor.  "Once again, survey respondents tell us that employees at Enterprise
 are exceptionally motivated to please the customer, and that attitude is
 reflected in the survey results."
     The study also shows that the number of problems reported by auto renters
 is down significantly, further reflecting efforts by rental car companies to
 improve their customer service.  In addition, use of the Internet in the car
 rental process is growing, with nearly one-quarter of leisure renters now
 making their reservations online.
     The study, now in its sixth year, is based on more than 2,900 evaluations
 from a random national sample of rental car customers who picked up or
 returned their rental cars to locations at or near airports.  Eight major
 rental car companies were included in the study: Alamo, Avis, Budget, Dollar,
 Enterprise, Hertz, National and Thrifty.  Dollar, Enterprise and Thrifty were
 not included in the business-rental ranking due to insufficient sample.
     Headquartered in Agoura Hills, Calif., J.D. Power and Associates is a
 global marketing information services firm operating in key business sectors
 including market research, forecasting, consulting, training and customer
 satisfaction.  The firm's quality and satisfaction measurements are based on
 actual customer responses from millions of consumers annually.  J.D. Power and
 Associates press releases and media information can be accessed through the
 Internet at www.jdpa.com.
     Consumer-focused highlights from the 2001 Domestic Airport Rental Car
 Customer Satisfaction Study(SM) are available at the J.D. Power Consumer
 Center at www.jdpower.com.  Media e-mail contact: michael.greywitt@jdpa.com.
     This press release is provided for editorial use only.  No advertising or
 other promotional use can be made of the information in this release or of
 other J.D. Power and Associates survey results without the express prior
 written consent of J.D. Power and Associates.
 
     For further information, please contact Michael P. Greywitt, 818-707-9526,
 or John Tews, 248-267-6800, both of J.D. Power and Associates.
 
 SOURCE  J.D. Power and Associates