Millennials are driving a surge in rental car customer satisfaction, according to the J.D. Power 2015 North America Rental Car Satisfaction Study. Study findings show that rental car satisfaction has reached its highest peak since J.D. Power began its current methodology in 2006, with Enterprise claiming the top spot among car rental brands for the second straight year.
The J.D. Power study examines six factors when it comes to satisfaction, listed in order of importance to customers: cost and fees, pick-up process, return process, rental car, shuttle bus/van, and reservation process. Enterprise, National and Alamo all increased their overall score from last year with Alamo accounting for the biggest jump in points.
Millennials — also known as Gen Y — have the highest level of satisfaction among the generational groups for both business travel and leisure/personal travel. Millennials are the second largest group of renters overall (34%), behind Boomers (40%), and the second largest proportion of business travelers (39%), behind Gen X (43%).
Following are a couple of the key findings in this year’s study:
-Record High Customer Satisfaction Scores: After plateauing in 2014, overall customer satisfaction reached its highest level since J.D. Power began its current methodology in 2006.
-Millennials Make Big Impact: In addition to being the most satisfied generation in the study, Millennial customers are the most likely to share their experiences via the Internet.
Rental Car Satisfaction Rankings
Enterprise ranks highest in satisfaction among rental car companies for the second consecutive year. National ranks second, followed by Alamo.
The 2015 North America Rental Car Satisfaction Study is based on responses gathered from September 2014 through August 2015 from 12,101 business and leisure/personal customers who rented a vehicle at an airport location from August 2014 through August 2015.