Auto rental company Hertz recently received top marks for its customer satisfaction and loyalty, according to a survey by Zagat. In fact, the company was rated first across 15 categories of comparison, including service, reliability and vehicles.
Hertz outranked National Car Rental, which took second place, followed by Avis and Enterprise Rent-A-Car in the survey, which asked consumers who rented cars in the last year to score competitors based on the quality of the counter staff, website, loyalty program, shuttle service and car return experience, among others.
While getting a good deal on products and services such as car rentals is important to consumers, they are increasingly putting more stock in the quality of service, according to Marketing Week. During the economic recession, many budget-conscious consumers were primarily focused on finding the lowest price, but the pendulum has swung back and consumers are starting to expect high-quality service when they visit a business.
A study by Accenture found 34 percent of consumers in the United Kingdom said they expect better customer service than they did a year ago. Moreover, 45 percent of shoppers said they would not trade the quality of service for lower prices, reports Marketing Week. Car rental services, such as Hertz, should continue offering high levels of customer service in order to stay ahead of the competition.