Advantage Rent-A-Car and ACE Rent A Car Earn Top Customer Experience Ratings for Rental Cars & Transport, According to Temkin Group

Advantage Rent-A-Car and ACE Rent A Car deliver the best customer experience in the Rental Cars & Transport industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Advantage Rent-A-Car took the top spot out of the 14 rental car and transport companies included in this year’s ratings, earning a score of 75% and coming in 60th place overall out of 331 companies across 20 industries. ACE Rent A Car came in second with a score of 72% and an overall rank of 111th.

The ratings of all rental Cars and transport companies in the 2017 Temkin Experience Ratings are as follows:

•Advantage Rent-A-Car: 75%
•ACE Rent A Car: 72%
•Fox Rent A Car: 71%
•National Car Rental: 70%
•Rent-a-Wreck: 69%
•Enterprise Rent-A-Car: 68%
•Uber: 68%
•Alamo Rent A Car: 66%
•Hertz: 61%
•Lyft: 61%
•Thrifty: 61%
•Dollar: 60%
•Budget: 58%
•Avis: 54%

“Congratulations to Advantage for making the most improvements over the last year and taking over the top spot for customer experience in rental cars,” states Bruce Temkin, managing partner of Temkin Group.

Overall, the Rental Cars & Transport industry averaged a 65% rating in the 2017 Temkin Experience Ratings and tied for 16th place out of 20 industries. The average rating of the industry improved by 13 percentage-points between 2016 and 2017, going from 52.4% to 65.2%.

Of the 11 companies in this industry that were included in both the 2016 Ratings and the 2017 Ratings, all of them saw their scores increase over the last year. Advantage Rent-A-Car improved the most, gaining 25 points, while Avis improved the least, gaining only three points.

Now in its seventh year of publication, the 2017 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 331 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.

To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.

In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent,” while a score below 60% is considered “poor.”