National Car Rental has been ranked highest among rental brands for customer satisfaction, according to a J.D. Power survey.
Now in its 18th year, the survey measures customer satisfaction by six factors: cost and fees; pick-up process; return process; rental car; shuttle bus or van; and reservation process.
The North America Rental Car Satisfaction Study is based on responses from more than 12,000 customers for business and personal rentals between August 2012 and August 2013.
While more than one-third of customers name price as the top reason for selecting a car rental brand, the survey found that satisfaction is actually lowest among renters who choose based on lower expense.
"While price is the first filter for selecting a rental car company for most travelers, such other factors as expediency, especially for business travelers, and customer service are what really please customers," said Rick Garlick, global travel and hospitality practice lead at J.D. Power. "Lowest price is often associated with a negative experience. We see the same thing in our hotel study--customers often feel like they got what they paid for, and it wasn't a positive experience."
The 2013 survey marks the second time Enterprise Holdings' brands have captured the top three spots; the company comprises National, Enterprise and Alamo car rental brands, said a press release.
"Receiving an award rated by our customers is the highest honor we could receive," Pam Nicholson, CEO and president of Enterprise Holdings, said in the press release. "Our road warrior customers are some of the most discerning and demanding in our industry. And they're very hard graders. This recognition from J.D. Power is the definitive demonstration that National is back as a truly first-class car rental brand and is achieving a level of success beyond all expectations."
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