Temkin Experience Ratings Industry Snapshot: Rental Cars

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

2018 Temkin Experience Ratings Shows That National Car Rental Delivers Best Customer Experience (CX) In Rental Car IndustryCongratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry.

Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of 318 companies across 20 industries. Enterprise Rent-A-Car, ACE Rent A Car, and Advantage Rent-A-Car tied for second place. Each received a score of 69% and ranked 149th overall.

Overall, the rental cars and transport industry averaged a 65% rating in the 2018 Temkin Experience Ratings and tied for 15th place out of 20 industries. The average rating of the industry remains unchanged from 2017.

Avis’ customer experience score improved the most over the previous year, gaining 10 percentage-points. Fox Rent A Car’s score, on the other hand, declined the most, dropping by 13 points.

You can download the free report or purchase the dataset.

2018 Temkin Experience Ratings Shows That National Car Rental Delivers Best Customer Experience (CX) In Rental Car Industry 2018 Temkin Experience Ratings Shows That National Car Rental Delivers Best Customer Experience (CX) In Rental Car 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

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