Hire Cars – 2011 Ratings

Posted by Canstar Blue January 21st 2011

You are viewing the archived 2011 ratings for hire car companies. Go to the current hire car ratings.

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.


See Our Ratings Methodology.

Hire car customers drive away most satisfied at Hertz

Women are more likely to read the small print than men when hiring a car, but are less likely to check the condition report.

The results from our recent survey also found that Hertz has the most satisfied customers.

Scoring five stars across every category except price, Hertz delivered a very consistent result and has been awarded our ‘most satisfied customers – car hire’ award.

Hertz customers who responded to our survey were the most satisfied when it came to overall satisfaction, price, service, availability of the vehicle booked, the booking process, the transparency of costs and fees, and the availability of accessories as booked.

Thrifty customers were most satisfied with the price of their hire cars.

When it came to dissatisfaction, our respondents were very clear about what made them mad. Hidden, unclear and excessive costs were a big issue, with many people upset that the quoted price was never the final price, thanks to additional charges being added for insurance and excesses at pickup.

Respondents were also upset at the excessive fees levied for services such as petrol top ups. Other pet peeves included not receiving the car model booked, and the availability of accessories such as GPS’ and baby seats. There were also complaints that the hire cars did not come with a street directory as a basic inclusion.

Service was also a popular complaint, with many people citing the wait to collect their cars as excessive, as well as the general attitude and helpfulness displayed by staff.

Canstar Blue commissions Colmar Brunton to survey 2,500 Australian consumers across a range of categories every few months to measure and track customer satisfaction. The outcomes reported are the results from people who had hired a car within the survey group. To qualify, the car has to have been hired within the last 12 months.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall satisfaction

Hertz received a five star rating in overall satisfaction, followed by Budget, Thrifty and Europcar on four stars, and Avis on three stars.

Price

Thrifty came out on top when it came to price, followed by Budget, Europcar and Hertz on four stars, and Avis on three stars.

Service, including complaint resolution

When it came to service throughout the hire, including complaint resolution, respondents were most satisfied with Hertz, followed by Budget, Thrifty and Europcar on four stars, and Avis on 3 stars.

Availability of vehicle booked

Respondents were most satisfied with Hertz when it came to receiving the make of car they had booked. Hertz was followed by Europcar on four stars, and Avis, Budget and Thrifty on three stars.

Booking process, such as online and phone bookings

Hertz have the most satisfied customers when it comes to the booking process for their cars. They are followed by Budget and Avis on four stars, and Europcar and Thrifty on three stars.

Transparency of costs and fees

Hertz customers are the most satisfied when it comes to the transparency of costs and fees for their hire cars. Thrifty received four stars for this category, followed by Budget, Avis and Europcar on three stars.

Availability of accessories, such as GPS, baby seat and ski racks

Hertz have triumphed again in this category, followed by Budget, Thrifty and Avis on four stars, and Europcar on three stars.