Alamo Tops Customer Experience Rankings for Car Rentals

This post examines the six car rental agencies included in the 2012 Temkin Experience Ratings.

Alamo was the top rated car rental agency and the only one to receive a “good” customer experience rating, and 45th overall out of the 206 companies in the ratings. Three auto dealers were next in line with “okay” ratings: BudgetHertz, and Enterprise. The remaining two auto dealers earned “poor” ratings: Avis and Dollar. The overall industry was in the middle of the pack, with an average score that placed it ninth out of 18 industries.

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Alamo’s customer experience stands out in the car rental industry

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

2 thoughts on “Alamo Tops Customer Experience Rankings for Car Rentals”

  1. Bruce,
    When I noticed Alamo at the top, my first reaction was, “impossible, they are my worst nightmare other than Thrifty.” I have been Gold Card with Hertz, my preference, and currently use AVIS, with a few rentals from National and Enterprise, mostly postive experiences. From my 30+ years as a road warrior, it’s interesting how long a few bad experiences from 15-20 years prior, will keep us from using a current “top rated agency.” Thanks for the update.

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