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.
Congratulations 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.
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.
