Sixth Annual Temkin Experience Ratings Evaluates 294 Companies Across 20 Industries
National Rent A Car, Enterprise Rent-A-Car, and Alamo Rent A Car deliver the best customer
experience in the rental car industry, according to the 2016 Temkin Experience Ratings, an annual
ranking of companies based on a survey of 10,000 U.S. consumers.
National and Enterprise tied for the top spot out of 11 rental car agencies in this year's ratings,
coming in 142nd overall out of 294 companies across 20 industries. Alamo came in second with
an overall rank of 166th. These three agencies also earned the highest scores in 2015; although,
Alamo fell from first place to second place after its score dropped a dramatic nine percentage points.
In fact, of the 11 rental car agencies included in this study, Fox Rent A Car was the only one to
improve its score in the past year.
"Congratulations to National, Enterprise, and Alamo for continuing to set the bar for customer
experience in the rental car industry," states Bruce Temkin, managing partner of Temkin Group.
At the other end of the spectrum, Dollar received the lowest score in the industry with a rating
of 36%, which put it in 292nd place overall. Dollar is no stranger to the bottom of the list as it
has spent four of the past five years there. In addition, three other rental car agencies received
"very poor" scores (below 50%) this year: Thrifty, Advantage Rent-A-Car, and Fox Rent a Car.
Overall, the rental car industry averaged a 52% rating in the 2016 Temkin Experience Ratings and
placed 17th out of 20 industries. The average rating of the industry decreased by eight percentage
points between 2015 and 2016, dropping from 60% to 52%.
The ratings of all rental car agencies in the 2016 Temkin Experience Ratings are as follows:
- National Rent a Car (61%)
- Enterprise Rent-A-Car (61%)
- Alamo Rent A Car (59%)
- Hertz (53%)
- Avis (51%)
- ACE Rent A Car (50%)
- Budget (50%)
- Fox Rent A Car (49%)
- Advantage Rent-A-Car (49%)
- Thrifty (45%)
- Dollar (36%)
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." In this year'sTemkin Experience Ratings, 20% of companies earned a
"good" or "excellent" score, while 44% received a "poor" or "very poor" score.
The 2016 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin
The free report, "2016 Temkin Experience Ratings," is available for download at the Custome
r Experience Matters® blog (ExperienceMatters.wordpress.com) and at the Temkin Group website,