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
- Inaugural year:
2020
- Updated:
annually
- most recent data:
2026
- Companies:
7 major rental brands
Satisfaction Benchmarks by Brand
Car Rentals
| 2025 | 2026 | % CHANGE | |
|---|---|---|---|
| Car Rentals | 75 | 76 | 1% |
| Alamo (Enterprise) | NA | 79 | NA |
| Avis (Avis Budget)” | 74 | 79 | 7% |
| Hertz | 76 | 77 | 1% |
| Enterprise | 78 | 76 | -3% |
| National (Enterprise) | 71 | 76 | 7% |
| All Others | NA | 74 | NA |
| budget (Avis Budget) | 77 | 73 | -5% |
| Dollar (Hertz) | 73 | 71 | -3% |
NA = Not Available
Customer Experience Benchmarks Year-Over-Year Industry Trends
Car Rentals
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 83 |
| Courtesy and helpfulness of drop-off personnel | 78 | 82 |
| Drop-off location | 80 | 82 |
| Ease of making a reservation | 81 | 82 |
| Pick-up location | 80 | 82 |
| Timeliness of drop-off process | 80 | 82 |
| Vehicle appearance and cleanliness | 79 | 82 |
| Website satisfaction | 80 | 82 |
| Courtesy and helpfulness of pick-up personnel | 79 | 81 |
| Ease of drop-off process | 79 | 81 |
| Timeliness of pick-up process | 78 | 81 |
| Quality of mobile app | 80 | 80 |
| Ease of pick-up process | 77 | 79 |
| Loyalty program | 76 | 79 |
| Variety of vehicles | 77 | 79 |
| Vehicle features and performance | 78 | 79 |
| Call center satisfaction | 74 | 78 |
| Fees for optional services and features | 74 | 76 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected April 2025- March 2026.