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Stuart Greif Vice President & General Manager Global Travel & Hospitality J.D. Power and Associates.

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Presentation on theme: "Stuart Greif Vice President & General Manager Global Travel & Hospitality J.D. Power and Associates."— Presentation transcript:


2 Stuart Greif Vice President & General Manager Global Travel & Hospitality J.D. Power and Associates

3 Agenda J.D. Power and Associates Travel Industry Satisfaction 2010 Rental Car Satisfaction What Travelers Want Future Traveler Needs

4 J.D. Power and Associates

5 Fiji Islands KoreaKorea IndiaIndia U.K.U.K. MalaysiaMalaysia MexicoMexico AustraliaAustralia CanadaCanada SwedenSweden GermanyGermany South Africa IsraelIsrael U.S.U.S. BrazilBrazil ArgentinaArgentina ColombiaColombia VenezuelaVenezuela ChileChile FranceFrance ItalyItaly SpainSpain AustriaAustria BelgiumBelgium FinlandFinland NetherlandsNetherlands RussiaRussia UkraineUkraine BelarusBelarus TurkeyTurkey JapanJapan ThailandThailand ChinaChina SingaporeSingapore PhilippinesPhilippines TaiwanTaiwan DjiboutiDjibouti TanzaniaTanzania NigeriaNigeria New Zealand BahrainBahrain BruneiBrunei ScotlandScotland SwitzerlandSwitzerland PortugalPortugal U. Arab Emirates OmanOman KuwaitKuwait MoroccoMorocco EthiopiaEthiopia ZimbabweZimbabwe PolandPoland GeorgiaGeorgia MaltaMalta UgandaUganda KenyaKenya PakistanPakistan QatarQatar SyriaSyria BeninBenin EgyptEgypt CroatiaCroatia GuatemalaGuatemala PeruPeru Hong Kong IndonesiaIndonesia Westlake Village, CA Orange, CA Boulder, CO Chicago, IL Troy, MI Norwalk, CT Washington, D.C. Toronto London Tokyo Singapore Munich ShanghaiBeijing Worldwide offices staffed by over 800 professional analysts, researchers, and consultants Mexico City São Paulo Bangkok J.D. Power and Associates

6 Industries Served Automotive Travel & Hospitality Commercial Vehicles Recreational Vehicles Marine Real Estate Financial Services Insurance Healthcare Telecommunicati ons Utilities Retailing Consumer Electronics Consumer Packaged Goods Media and Entertainment Office Products Professional Services

7 7 Core Capabilities

8 Brand Strength Trusted and widely recognized by Consumers Integrity and independence of results Mark of excellence and distinction Voice of the Customer

9 Travel Industry Satisfaction

10 The Challenge and the Opportunity …The airlines have infuriated the customers [with fees]…No wonder they are fed up by the time they come to get to our cars. Lets put the customer back in customer service. Bob Barton President, American Car Rental Association,January/February 2011

11 2010 Satisfaction by Industry

12 Travel Industry Satisfaction

13 Travel Industry Advocacy

14 Travel Industry Loyalty

15 Rental Car Satisfaction Over Time

16 Is The World Really Flat?

17 Rental Car Variation vs. Other Industries

18 Rental Car Brand Variation Financial Implications

19 Why Satisfaction Matters!

20 2010 Rental Car Satisfaction Study A look in the rear-view mirror

21 2010 Rental Car Satisfaction Study Study Overview Study Insights –Key Findings –Business vs. Leisure –Wait Times –Problem Incidence and Recovery

22 Study Overview Study in its 15 th year North America airport locations Measures critical components that drive satisfaction Establishes importance of each factor to overall satisfaction Fielding from September 2009 to September 2010

23 Unique and proprietary approach Based on what matters most to Rental Car customers 1,000 points equals perfection 6 key measures: –Reservation Process –Pick-Up Process –Rental Car –Shuttle Bus/Van –Return Process –Costs & Fees Comprised of 27 detailed attributes J.D. Power and Associates Rental Car Satisfaction Index Model

24 Rental Car Satisfaction Index Model

25 Rental Car Index Model - Attributes

26 Each ranked rental car brand improved performance from 2009 Most companies returning to pre-recession levels of satisfaction Loyalty and advocacy rates increased for business and leisure Incidence of significant problems has decreased and remained in the 9%-11% range over the past 5 years Key Findings

27 Satisfaction by Customer Type


29 Reason for Selecting Rental Car Company

30 Shuttle Bus/Van Wait Times

31 Car Pick-Up Wait Times

32 Car Return Wait Times

33 Significant Problem Incidence

34 Top 5 Problems Experienced

35 How you resolve problems matters!

36 What Travelers Want Accelerating Expectations

37 Convenience and comfort consistent with their lives outside of travel Home, Work, Society AirportAirline HotelRental Car Expectations

38 Future Traveler Needs The Road Ahead

39 Rental Car Customer Trends Green – electric / hybrids Fractional usage – companies / individuals Technology integration - personal devices, apps, location –I want to listen to my music –I want to use my phone hands free –I want to use my navigation and other apps Customization and individualization (arrange pre-rental) Address and integrate across the overall travel experience

40 The bigger picture How can you better solve customer pain points? How can you differentiate your product and service? Technology as key enabler - opportunities and threats Think expansively –Reservation –Pre-arrival –Shuttle bus / van –Pick-up –Rental car –Customer destination –Car return –Post-return travels Address Pain Points

41 Examples of innovative thinking Car sharing; Car Rental Cos; P2P Point-to-point, boarding process, gate area seating, outlets…. On-board entertainment options, JFK terminal…. Guaranteed baggage delivery Air Travel Room service app Online check-in, seat selection, kiosks, alerts, apps, digital boarding passes Redefining budgetCustomer service

42 Enduring Truths You must deliver –each and every customer –each and every time –Product AND Service Culture, staff and service as competitive advantage Innovation is critical and ongoing –Todays innovation = tomorrows expectation E.g., Navigation Systems Integrated into cars Mobile devices –Commoditization Continue to find ways to address pain points and add value, convenience, comfort, save time and save $ for your customer

43 You may be feeling a little….

44 Summary Takeaway One of the profound lessons I have learned is that customer satisfaction is a moving target. You can never declare victory. Source: J.D. Power III Satisfaction – How Every Great Company Listens to the Voice of the Customer February 2006

45 Questions?

46 Stuart Greif Vice President & General Manager, Global Travel and Hospitality J.D. Power and Associates (805) 418-8661 Matt Holland Manager, Global Travel and Hospitality J.D. Power and Associates (805) 418-8869 Contact

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