Enterprise Tops J.D. Power Survey For Rental Car Satisfaction

(Photo: Tony Gutierrez, AP)

When it comes to renting a car, customers are feeling very satisfied, according to a J.D. Power study released Wednesday.

From cost, to the ease in picking up and dropping off a vehicle, the overall satisfaction level when renting a car at an airport location jumped to 798 out of 1,000 points, the highest since 2006, in the 2015 J.D. Power North America Rental Car survey. .

“It‘s . .. . a combination of improved service by rental car agencies as well as a more informed consumer,'' says Rick Garlick, global travel and hospitality practice lead at J.D. Power.

In recent years, the car rental process has become simpler, from mobile check-in to "select and go,''.where renters can head straight to the parking lot, choose a car, and drive off without ever stopping at the counter, Garlick says. Such efficiency may be a key reason why for the first time, those renting cars for business are happier than those picking up a car for a vacation. Satisfaction among business customers was 802 points vs. a customer satisfaction score of 796 for those who were renting for personal reasons.

Millennials are also playing a role. They comprise 34% of car renters, and are more satisfied than their Boomer or Gen X peers, with a score of 834 when it comes to business-related rentals, and 809 for leisure trips.

“Millennials, who most people think are the most critical consumers, are actually in this case the happiest people,'' Garlick says. "They tend to get on social media more. (and) we find there’s increased satisfaction with both reading social media commentary and leaving social media commentary.''

The major rental car companies made double digit gains in the last year, but it was Enterprise that  once again came out on top. It scored 831 points, followed by National which netted 818,  and Alamo with a score of 807.

Favorable impressions of the service provided by a rental site’s shuttle bus or van improved the most, leaping 37 points on the index. Satisfaction with rental car costs and fees improved by 29 points, while the experience of picking up a vehicle climbed 26 points.

The survey polled 12,101  customers who’d rented a vehicle at an airport location for business or leisure between Aug. 2014 and Aug. 2015.

Customer satisfaction index ranking
(Based on a 1,000-point scale)

Enterprise: 831
National: 818
Alamo: 807
Industry average: 798
Avis: 795
Hertz: 794
Budget: 785
Dollar: 768
Thrifty: 733

Note: Included in the study but not ranked are ACE Rent A Car, Advantage Rent A Car, Fox Rent A Car and Payless.

Source: J.D. Power 2015 North America Rental Car Satisfaction  Study

 Charisse Jones, USA TODAY

Drive Electric Orlando And Enterprise Rent A Car Grow Fleet Of Chevy Volts To 30

America’s most visited city hosts one of the largest electric vehicle rental initiatives, allowing thousands of extended EV test drives while promoting adoption nationwide.

 One month after announcing the addition of 14 Chevrolet Volt plug-in vehicles to its fleet, Drive Electric Orlando and Enterprise Rent-A-Car have added 16 more Volts, more than doubling the number of electric vehicles now available to rent in Orlando, Florida. By expanding the fleet to 30 Volts, Enterprise is growing one of the largest EV extended test drive programs in the country and giving nearly 11,000 visitors to Orlando the opportunity to drive an electric vehicle every year.

With a larger EV fleet and more than 50 partners representing Orlando’s top tourism and community leaders—including Visit Orlando, Walt Disney Word, Universal Orlando Resort, and the Orange County Convention Center—the city of Orlando and Drive Electric Orlando hope to kick-start a new American transportation future that is cleaner, cheaper, and reduces our country’s dependence on oil.

“We know that the car rental experience is often an extended test drive, so we are committed to offering our customers exposure to the latest vehicle technologies,” said Nathan Prior, Director of Business Rental Sales for Enterprise in Orlando. “Growing our fleet of electric vehicles in Orlando marks the next level of our support for Drive Electric Orlando’s mission to promote the adoption of EVs.”

“Chevrolet is proud the Volt is participating in Drive Electric Orlando,” said Britta Gross, GM’s Director of Advanced Vehicle Commercialization Policy. “This hands-on approach of putting consumers in the driver’s seat of an electric car is a great way for many to experience the joy—and smart cost savings—of driving electric!”

The 30 Chevy Volts are now available for rent through Enterprise at the Orlando International Airport. The Volt runs on both electricity and gasoline, traveling about 40 miles on battery power alone before seamlessly switching to gas power for longer trips. With more than 300 places to “plug in” across the region, including more than 140 OUC public EV charging stations, visitors can go to and from area hotels and attractions without using a drop of gasoline. For those more distant trips, the Volt has a total combined range of 380 miles.

Drive Electric Orlando works with the City of Orlando, Orange County, travel companies, the major theme parks and over 35 hotels to provide charging infrastructure for EV renters, as well as benefits like free charging, parking, and other perks for business travelers and vacationers. The initiative is part of a broader effort to reduce oil demand in transportation and increase American economic and national security by promoting the widespread adoption of electric vehicles. As part of the partnership, the Central Florida Clean Cities Coalition will help with outreach to its stakeholders, as well as collaborate with other Clean Cities Coalitions in U.S. markets that are key feeders for the Orlando tourism industry. The education and outreach efforts under this project are supported by an award from the U.S. Department of Energy’s Clean Cities program.

To learn more about DEO or make a vehicle reservation, visit www.driveelectricorlando.com.

About Drive Electric Orlando
Drive Electric Orlando is a rental car initiative that puts vacationers and business travelers behind the wheel of America’s transportation future—plug-in electric cars. Through the collaboration of Orlando’s leading rental agencies, top hotels and major attractions, Drive Electric Orlando provides drivers an exciting and seamless rental experience.

About the Electrification Coalition
The Electrification Coalition is a nonpartisan, nonprofit group of business leaders committed to promoting policies and actions that reduce America’s dependence on oil by facilitating the deployment of electric vehicles on a mass scale. The members of the Electrification Coalition are leaders of companies representing the entire value chain of an electrified transportation system. For more information, visitwww.electrificationcoalition.org.