Car Rentals

Customer Satisfaction
 Online Appearance -> Mobile App, Website and
online reachability

Factors that Process -> How easy the reservation is to make

and to pick up and drop off the car
influence
Customer In-Store experience -> Are there always Stores

Satisfaction nearby? How friendly was the staff and how

did they help me to solve my problem

Price -> Prices have to be competitive

compared to other car rentals and promotions
Best vs Worse

Customers felt supported

Alamo -> Best rating of 75% -
with their problems and had
> Increase of 3%
an easy process

Customers often felt tricked

Thrifty -> Worst rating of 70 - into paying more fees and
> Decrease of 4% did not feel supported or
consulted