Posts tagged with 'car rental'
In 2012 there were 2.5m rental vehicles in the UK and the industry is estimated to be worth £12bn per year.
So there’s clearly a huge opportunity for car rental companies to make a lot of money.
The most popular businesses in this sector are Europcar, Alamo, Budget, Thrifty Car and Van Rental, National Car Hire and Hertz, but as each is essentially offering the same product, customer experience is an important way for them to differentiate themselves from the competition.
To this end, a new Qubit benchmark examines the onsite effectiveness of each of these brands by focusing on the three main stages of the customer journey – find, choose and buy.
We know that consumers object to hidden charges when buying from e-commerce sites, but car rental firms are still doing this. The difference here being that the hidden charges occur offline.
Having had a nasty surprise after seeing the extra car hire charges from Avis on my credit card bill, I've been looking at several car hire sites to see how upfront they are being about extra costs.
I found several areas where they could be more upfront, and improve their customer retention rates by ensuring that customers don't receive any nasty surprises when they see the bill.