2014 – Hire Cars Ratings

Posted by Canstar Blue May 12th 2014

You are viewing the archived 2014 ratings for hire cars. Go to the current rental car ratings.

See Our Ratings Methodology.

Budget tops our list for hire car customer satisfaction

Budget: 2014 Hire Car Award WinnersIn this latest survey of Australian car rental customers, we endeavoured to find out which company had the most satisfied travellers – to save you the trouble of looking.

We asked customers to rate their satisfaction levels in a number of key areas, such as customer service, booking ease, and fee transparency. Most importantly, we asked them how satisfied they were with their car rental company overall.

Budget ‘Rent a Car’ easily distinguished themselves from the competition in these results. They achieved our Most Satisfied Customers – Hire Cars, 2014, in conjunction with earning top ratings in five of the six ratings criteria.

Thrifty, Avis, Hertz and Europcar were also rated. Notably, Europcar received five star honours for its availability of accessories, and its customer service.

Let’s look closer at how each brand performed.

Overall customer satisfaction

Overall, more customers of Budget ‘Rent a Car’ were satisfied than those of any other rental company. This brand received five stars for overall satisfaction, and was followed by four star recipients Europcar, Avis, and Hertz. Thrifty came next with three stars for this category.

Service (throughout hire, including complaint resolution)

How would you like to be treated throughout your car hiring experience? Both Budget and Europcar rolled ahead of the competition in this regard, achieving five stars each for customer service. Hertz and Avis each received four, and Thrifty finished with three.

Availability of vehicle booked

One in five customers hire a car they dream of owning. Imagine your disappointment, then, if said car was cruelly unavailable when you wanted to rent it. Happily, rental car companies go to lengths to avoid such incidents.

Budget achieved five stars for the availability of booked vehicles, and was followed by four star recipients Europcar and Hertz. Both Avis and Thrifty both received three stars.

Booking process

Budget customers were most satisfied with the booking process of their hire car experience – whether that was over the phone, online, or in person at the airport. Following our five star achiever was Europcar, Hertz, and Avis with four stars apiece. Thrifty came next with three stars for booking.

Transparency of costs and fees (e.g. refuelling charge)

It’s generally accepted that you’re going to need to pay some ancillary costs when renting a car. That said, it’s nice to know ahead time what’s counted as an extra charge – in case you want to avoid it later.

Budget cruised to five star achievement once more, this time for the transparency of costs and fees. Europcar came next with four stars, and all other rated brands – Hertz, Avis, and Thrifty – received three.

Availability of accessories ordered (e.g. GPS, baby seat, ski racks)

Your travels can be greatly aided by hire car extras – such as ski racks for your trip to Perisher, a baby seat when taking your newborn to meet family in Sydney, or a GPS to…well, go anywhere you’d like. Europcar was ahead of the competition for the availability of car rental accessories. This brand achieved five stars, Budget, Avis, and Hertz finished with four, and Thrifty closed this category with three.

About this research

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have hired a car within Australia in the last 12 months – in this case, 559 passengers.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10.