{"id":242052,"date":"2023-10-18T03:50:17","date_gmt":"2023-10-18T03:50:17","guid":{"rendered":"https:\/\/automotobuzz.com\/?p=242052"},"modified":"2023-10-18T03:50:17","modified_gmt":"2023-10-18T03:50:17","slug":"rental-car-and-travel-apps-websites-could-improve-user-experience-j-d-power-finds","status":"publish","type":"post","link":"https:\/\/automotobuzz.com\/car-reviews\/rental-car-and-travel-apps-websites-could-improve-user-experience-j-d-power-finds\/","title":{"rendered":"Rental Car and Travel Apps, Websites Could Improve User Experience, J.D. Power Finds"},"content":{"rendered":"

<\/p>\n

National ranks highest in overall customer satisfaction among rental car apps with a score of 738. Alamo (720) ranks second while Enterprise (687) ranks third.<\/p>\n

Graphic: J.D. Power<\/p>\n

Travel industry apps and websites lag their counterparts in other industries where J.D. Power measures the digital user experience, according to the J.D. Power 2023 U.S. Travel App Satisfaction Study and the J.D. Power 2023 U.S. Travel Website Satisfaction Study released Oct. 17.<\/p>\n

For the rental car industry, the results were a mixed bag with rental car apps scoring higher in overall satisfaction compared to rental car websites.<\/p>\n

The studies, which have been redesigned since J.D. Power’s last evaluation of travel industry apps and websites in 2019, measure customer satisfaction with the digital channels of leading travel brands in the airline, hotel, and rental car segments.<\/p>\n

Related J.D. Power Article:<\/strong> How to Manage Customer Pushback on High Rates<\/p>\n

Travel apps and websites are heavily relied-upon digital tools used by travelers, containing everything from the QR codes used to board the plane to rental car location and digital hotel keys.<\/p>\n

"Travel apps and websites are unique because they are most frequently used when travelers are experiencing some level of stress, like when they are in travel mode, juggling bags, watching the clock or trying to navigate an unfamiliar place," said Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power in a news release. "Apps and websites hold a great deal of information about the particular user and their journey, making use of that information to personalize the journey, and anticipate and provide support, which are critical to improvement."<\/p>\n

Key Findings of the 2023 Studies<\/h2>\n

Scores are determined on a 1,000 point scale:<\/p>\n

Hotel apps perform best among digital travel tools: Hotel mobile apps (682) and rental car apps (681) have the highest overall satisfaction scores compared with airline apps (672), rental car websites (662), hotel websites (646) and airline websites (640).<\/p>\n

Travel app and website satisfaction lag other industries: Airline, hotel and rental car app and website satisfaction trails the highest-scoring apps and websites in other industries. Overall satisfaction with travel-related digital travel channels is lowest among airline websites, which is 640.<\/p>\n

This compares with an average score of 719 for overall insurance website satisfaction.<\/p>\n

Travel apps and websites put to the test on day of travel: The specific digital tools used most frequently on day of travel are the boarding pass, check-in, and flight status trackers on airline mobile apps. Despite being used so heavily, these features have substantially lower overall satisfaction scores than less frequently used tools, such as purchasing upgrades or tracking baggage.<\/p>\n

Travel App Rankings<\/h2>\n