National, Enterprise, and Alamo Earn Top Customer Experience Ratings for Rental Car Agencies

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

National Rent A Car, Enterprise Rent-A-Car, and Alamo Rent A Car deliver the best customer experience in the rental car industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

National and Enterprise tied for the top spot out of 11 rental car agencies in this year’s ratings, coming in 142nd overall out of 294 companies across 20 industries. Alamo came in second with an overall rank of 166th. These three agencies also earned the highest scores in 2015; although, Alamo fell from first place to second place after its score dropped a dramatic nine percentage points. In fact, of the 11 rental car agencies included in this study, Fox Rent A Car was the only one to improve its score in the past year.

At the other end of the spectrum, Dollar received the lowest score in the industry with a rating of 36%, which put it in 292nd place overall. Dollar is no stranger to the bottom of the list as it has spent four of the past five years there. In addition, three other rental car agencies received “very poor” scores (below 50%) this year: Thrifty, Advantage Rent-A-Car, and Fox Rent a Car.

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Overall, the rental car industry averaged a 52% rating in the 2016 Temkin Experience Ratings and placed 17th out of 20 industries. The average rating of the industry decreased by eight percentage points between 2015 and 2016, dropping from 60% to 52%.

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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