Car Rentals
Drive loyalty at every point of the customer journey
Strategically measure customer satisfaction with technology designed to help you improve loyalty.
CAR RENTALS
Despite huge economic pressures, successful car rental companies have been able to maintain high levels of customer satisfaction throughout the pandemic, largely through customer service and enhanced cleaning protocols—but how much is enough? ACSI can provide a deeper understanding of customer expectations of car rental companies in order to drive loyalty at every point of the customer journey.
At a glance:
Car Rentals
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Inaugural year:
2020
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Updated:
annually
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most recent data:
2025
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Companies:
6 major rental companies
Satisfaction Benchmarks by Brand
Car Rentals
| Anchor Link | Category | 2024 | 2025 | % CHANGE |
|---|---|---|---|---|
| Car Rentals | 77 | 75 | -3% | |
| #enterprise | Enterprise | 77 | 78 | 1% |
| #budget-avis-budget | Budget (Avis Budget) | 73 | 77 | 5% |
| #hertz | Hertz | 78 | 76 | -3% |
| #avis-avis-budget” | Avis (Avis Budget) | 78 | 74 | -5% |
| #dollar-hertz | Dollar (Hertz) | 75 | 73 | -3% |
| #national-enterprise | National (Enterprise) | 84 | 71 | -15% |
Customer Experience Benchmarks Year-Over-Year Industry Trends
Car Rentals
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Ease of making a reservation | 83 | 81 |
| Drop-off location | 83 | 80 |
| Pick-up location | 82 | 80 |
| Quality of mobile app | 83 | 80 |
| Reliability of mobile app (minimal down time, crashes, lags) | 84 | 80 |
| Timeliness of drop-off process | 83 | 80 |
| Website satisfaction | 81 | 80 |
| Courtesy and helpfulness of pick-up personnel | 81 | 79 |
| Ease of drop-off process | 83 | 79 |
| Vehicle appearance and cleanliness | 83 | 79 |
| Courtesy and helpfulness of drop-off personnel | 82 | 78 |
| Timeliness of pick-up process | 81 | 78 |
| Vehicle features and performance | 80 | 78 |
| Ease of pick-up process | 80 | 77 |
| Variety of vehicles | 79 | 77 |
| Loyalty program | 78 | 76 |
| Call center satisfaction | 78 | 74 |
| Fees for optional services and features | 76 | 74 |
Industry averages are weighted by companies’ market shares.
2025 results based on data collected April 2024- March 2025.