Advantage Leads Rental Car Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the rental car industry:

  • The average rating for rental cars places it at number 12 out of 19 industries.
  • The most highly-ranked car rental agency, #78 Advantage, is well ahead of the next car rental firm, Enterprise, at #123. Advantage was on top of the functional, accessible, and emotional components, but was not included in the 2012 Temkin Experience Ratings.
  • Avis had the largest increase since 2012. It was particularly strong in the accessible component.
  • Three rental car agencies tied for last place: Budget, Dollar and Alamo. All three declined since 2012, but Alamo saw the worst decline of any car rental agency, losing 20 percentage points.
  • Dollar is the lowest in functional component, Alamo is the lowest in accessible, and  Budget is the lowest in emotional.
  • Here’s a link to industry results from the 2012 ratings.

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RentalCars1 RentalCars2

Temkin Ratings website

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

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