Overall customer satisfaction with car rental companies at airports in North America this year has declined sharply as a global shortage of new vehicles caused average prices to rise 58 percent over the past nine months, according to the JD Power 2021 North American Rental Car Satisfaction Study. .
During the 12 months from August 2020 to August 2021, customer satisfaction with rental companies dropped to 830 on a 1,000-point scale based on a survey of 4,279 business and leisure travelers, 11 points less than in the 2020 study. Enterprise ranked highest this year with 861, followed by National (852) and Alamo (837).
Hertz, which ranked first last year, fell to fourth with Avis with 826 points. The company recently emerged from Chapter 11 with former Ford boss Mark Fields as interim CEO.
The decline in customer satisfaction comes amid a global shortage of new vehicles caused by problems in the supply chain with semiconductor computer chips. The problem led customers to report an average price per day of $ 90.40 for the summer of this year.
“Car rental companies have faced significant challenges, both in terms of vehicle supply and personnel, and a combination of rising costs and long lines at the airport is having a negative effect on customer satisfaction,” he said Michael Taylor, JD Power’s travel intelligence leader in a statement.
“The fact that the median rental price of a vehicle exceeds $ 90 sounds almost hard to believe, but I have seen cases where a subcompact, booked a month in advance, costs $ 140 a day. Even when customers they know macroeconomic challenges, their personal experiences quickly outpace economic theory, and the result is lower customer satisfaction. “