Car Rentals

The ACSI analyzes customer satisfaction with major companies offering car rental services to the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about their recent car rental experiences, including both business and leisure renters. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Car Rental Benchmarks »

ACSI Travel Report 2020-2021 »

Car Rental Customer Experience Benchmarks

Unique to the car rental industry, the ACSI captures customer opinions about critical elements of the rental experience, including:

    • Variety of vehicles
    • Ease of reservations
    • Ease of pick-up process
    • Pick-up personnel courtesy and helpfulness
    • Timeliness of pick-up process
    • Pick-up location
    • Vehicle features and performance
    • Vehicle appearance and cleanliness
    • Ease of drop-off process
    • Timeliness of drop-off process
    • Drop-off personnel courtesy and helpfulness
    • Drop-off location
    • Fees for optional services and features
    • Loyalty programs
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

The ACSI Client Advantage

Car rental industry clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential car rental industry data, with over 30 data points per year for the largest companies in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Car rental clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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