Top 5 Car Rental Companies - Engagement Labs has released a ranking of the top car rental companies in the US based on social media and word-of-mouth performance.
TORONTO, ON – March 17, 2016 – Technology and data company Engagement Labs has released a ranking of the top US car rental companies based on social media and word-of-mouth (WOM) conversations.
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The data comes from Engagement Labs' proprietary social media eValue measurement tool and TalkTrack®, Keller Fay Group's leading source of word-of-mouth.
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“Since car rental companies depend on online customer research and reviews, responsive strategies are critical to their online success. Social media channels act as a source for consumers to voice their opinions and concerns, so how brands respond to these inquiries can be key to increasing revenue,” said Brian Segal, CEO of Engagement Labs.
On Facebook, Alamo Rent A Car took first place with the highest overall eValue score and the most group engagement. Alamo Rent A Car offers vacation tips from professional tour guides and tips on what to pack, as well as videos from customers who have rented from the company, resulting in a lot of fan interest. Hertz Corporation, though ranked fourth overall, boasted the highest impression score, but experienced the highest fan growth during the measured period. Overall, the average response rate was high for all brands measured, indicating the importance of using social media channels as an extension of customer service and engagement with customers for the car rental industry.
On Twitter, Budget Car Rental came out on top with the highest overall score for eValue and Engagement. Avis Car Rental was second with the most reviews per 1,000 fans.
Enterprise Rent-A-Car led the offline WOM conversation, garnering 41 percent of TalkShare, according to Keller Fay Group's TalkTrack data. Additionally, the company found that 32 percent of offline car rental conversations include some form of digital media/marketing, such as mentions on social media channels and brand websites. As such, there is fluidity between the actual conversations people have and what they see online, so car rental services need to focus on the drivers of both online and offline conversations.
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"As we're seeing with car rental companies, online conversations can drive offline conversations and vice versa," Segal said. "Our research findings show that companies need to focus on media, both online and offline, to continue to build conversations around their brand." By creating a positive customer experience through elements such as great response strategies, brands can drive conversational growth to increase sales and orders.”
Engagement Labs provides marketers and organizations with intelligent data, analytics and insights that enable them to monitor, measure and evaluate the conversations happening online and offline around their brand or industry. These conversations are proven to drive meaningful business results, including sales, and Engagement Labs' tools provide data and actionable insights to drive business decisions and improve marketing effectiveness.
Engagement Labs' eValue™ Analytics tool is the global benchmark for social media scoring. eValue's proprietary data technology provides real-time analytics to measure a brand's social media and digital marketing efforts, breaking it down to a single value between 0 and 100 - the eValue Score. Comprised of a series of metrics and key performance indicators (KPIs), eValue evaluates social media engagement, impact and responsiveness across 100,000+ hand-selected and vetted brands. Keller Fay Group, an Engagement Labs company, is the only company that consistently measures offline conversation with TalkTrack ® ; independent research shows that offline conversations are a significant driver of sales with double the impact of online conversations.
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Whether you've flown somewhere — before various coronavirus measures curtailed travel — whether your car was in the shop or you just needed to get out of town, you've probably had to rent a car at some point. If you have, you know that the car rental company you choose is important.
People rate their car rental experience based on a variety of factors. Michael Taylor, J.D. as head of travel and hospitality intelligence. Power explains, “J.D. At Power, we talk about customer priorities in almost every survey... In 2019, the most important factor is rental cost and fees (accounting for 28% of overall satisfaction with the rental experience), followed by the rental car itself at 25% and the delivery process at 23%. All that's left is the booking process, the drop-off process and the branded experience on the bus. 25% of the total experience”.
Another important factor for an industry hit hard by the COVID-19 pandemic is simply staying in business, with car rental company Hertz recently filing for bankruptcy.
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We've ranked the top 10 car rental companies in the US based on customer satisfaction. For reference, we primarily refer to J.D. We used the satisfaction survey of the last customers. Power and Associates.
Different companies tend to serve customers with different priorities. "There are business-oriented brands (such as Hertz, National, Avis) and more leisure-oriented ones (Thrifty, Dollar, Budget)," says Taylor. "The main difference is the rental frequency and loyalty program membership offered by each brand. Corporate deals, special truck sessions offering a 'good' range of vehicles, reserved exits, etc. all appeal to the corporate renter."
Overall, our pick for the best car rental company is Enterprise, which has received top service ratings in publications for several years. The company is regularly praised for its customer service, but other companies also have their strengths - for example, Sixt has the widest selection of hire cars, while National Car Hire offers membership to a very lucrative customer loyalty scheme. Dollar, meanwhile, usually offers the best booking rates in the car rental industry.
When it comes to prices, rental cars vary. Most dealers offer many models for rent, and compact cars are cheaper. However, this does not mean that people who choose a cheap car are necessarily happy. “The costs and fees of the rental car experience really become the value received... Part of choosing a rental car (or rental car company) is that you accept the rental price and evaluate the experience based on how well it meets your expectations. "It's worth the price," says Taylor. "If you're paying more for a luxury rental (such as a BMW), you expect something different than paying for a Fiat 500 rental. Either way, if your expectations are exceeded, you will be a very happy tenant. If the experience does not match. Your expectations, you will be less happy."
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The city and time of year you're renting from also play a role (for example, New York is especially expensive, and rents go up during the holidays). Finally, you'll get the best car rental discounts by booking three to six months in advance -- and then prices go up. Booking too far in advance of your trip can also result in higher fees.
Typically, a car costs between $20 and $70 per day, although you can save money with a longer rental period. You'll also want to book online to get the best prices -- sites like Kayak and Travelocity are good places to start your search for car rentals.
Having an easy-to-use app can make a huge difference to the rental experience. "We're doing research on a custom travel app," says Taylor. “Last year, the clear winner in 2021 was the Avis app. The Hertz and Budget apps scored slightly below average...Using an app significantly increases the satisfaction of the rental process. Primarily, it comes down to two things: convenience and personalization of the experience. The app lets the landlord know what's going on with the rental, making it a more personalized experience.
There are other factors to consider before booking a car. If you need more than one driver or car space on your schedule, rental companies can accommodate you, but most charge an extra fee per day. You can also rent a car for a business trip through your workplace if your employer has an agreement with a specific car rental company. Finally, many car companies offer insurance plans when renting. Car rental insurance increases the price of a car rental, but it's worth it.
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