Hertz Falls Below Average in J.D. Power Service Ranking

  • Enterprise Holdings brands lead for second straight year
  • None of Hertz's three brands ranks above industry's score

Hertz Global Holdings Inc., which has said it’s in a transition year of cost-cutting and fleet revival, ranked worse than the industry average in J.D. Power’s annual survey of how happy customers are with rental-car service.

The company’s namesake brand slid to two steps below the average from one step above last year, the market research firm said in a statement Wednesday. Enterprise Holdings Inc.’s Enterprise, National and Alamo were the top-ranked brands for the second straight year. The industry’s total satisfaction rating was the highest since 2006, J.D. Power said.

Since taking over as Hertz chief executive officer almost a year ago, John Tague has refreshed its aging fleet, closed less profitable, off-airport locations and trimmed costs. Tague has said Hertz is making progress during a transition year as he tightens up the Estero, Florida-based company’s accounting and improves operations.

Avis Budget Group Inc.’s namesake brand ranked fourth, just below average, followed by Hertz, Budget and Hertz’s Dollar and Thrifty brands. The survey measures satisfaction with rental cars at airports, measured by cost, pickup and return process, the vehicle, the shuttle and the reservation process. J.D. Power collected responses from 12,101 business and leisure customers for a 12-month period through August.

Hertz was unchanged at $16.37 at the close in New York as Avis rose less than 1 percent to $41.80. This year, Avis has dropped 37 percent and Hertz has fallen 34 percent.

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