Jessica McGregor

Customer satisfaction with renting vehicles at North American airport locations has returned to near-2006 levels, after regaining ground in 2010 from declines during the 2-year downturn in 2008 and 2009, according to our 2011 North America Rental Car Satisfaction Study. Satisfaction increases from 2010 across all six factors* measured in the study.

The industry average satisfaction score improves this year by 8 points to 758 (on a 1,000-point scale) from an average of 750 in 2010 after achieving much lower scores in 2008 (734) and 2009 (733). In addition to an increase in satisfaction with rental car companies this year, customer loyalty and advocacy have also made a comeback, remaining steady with 2010 levels. Continue reading ›