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Rental Automobile Buyer Satisfaction Declines Amid Car Scarcity, Rising Costs

The COVID-19 pandemic has dealt a blow to the rental automobile business, leading to fewer vehicles and better costs which have finally harm buyer satisfaction.

Based on the J.D. Power 2021 North America Rental Car Satisfaction Study launched on Wednesday, total buyer satisfaction declined a complete of 11 factors on a 1,000-point scale, with the business common falling to 830 this 12 months.


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The report relies on responses gathered between September 2020 and August 2021 from practically 4,300 enterprise and leisure vacationers who rented a automobile at an airport location from August 2020 by means of August 2021. J.D. Energy discovered that costs rose 58 p.c over the past 9 months of the research to a median customer-cited price-per-day rental price of $90.40 as corporations labored by means of shrunken inventories and labor shortages.

Enterprise Hire-A-Automobile fared the most effective by way of buyer satisfaction over the previous 12 months, overtaking 2020 champion Hertz to rank highest with an total rating of 861. In the meantime, fellow Enterprise Holdings, Inc. subsidiaries Nationwide (852) and Alamo (837) ranked second and third, respectively. The three manufacturers have been the one ones to attain above the business common (830).

Avis (826), Hertz (826), Funds (807), Greenback (786) and Thrifty (768) all scored beneath the typical for total buyer satisfaction in 2021. Greenback and Thrifty skilled essentially the most dramatic dropoff in buyer satisfaction after scoring 836 and 835, respectively, in final 12 months’s research.

“Rental automobile corporations have been going through vital challenges, each by way of automobile provide and staffing—and a mixture of rising prices and lengthy traces on the airport is having a destructive impact on buyer satisfaction,” Michael Taylor, journey intelligence lead at J.D. Energy, stated in a press release. “The truth that the typical worth per day for automobile rental is now above $90 sounds virtually onerous to consider, however I’ve seen cases wherein a subcompact—booked a month upfront—value $140 a day. Even when clients are conscious of the macroeconomic challenges, their private experiences rapidly outweigh financial idea, and the result’s decrease buyer satisfaction.”


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