Hire Cars – 2014 Ratings

Posted by Canstar Blue January 21st 2014

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

Hollow Star Rating Hollow star ratings are awarded where brands do not receive the minimum number of responses for that criteria, however achieve at least the minimum sample required for all other criteria.

One in three Young Kiwi drivers careless with their rental cars

2014 Award for Hire Cars NZ Young New Zealand drivers have owned up to some questionable driving behaviour when behind the wheel of rental cars, our latest survey can reveal.

A third of Generation Y survey respondents admit to driving their hire cars with less care than their own. More troubling still, 30% of young drivers have crashed or dented a hire car in the past. This could also help explain why younger drivers are the most likely demographic to have needed to pay unexpected charges when returning their rental car.

By comparison, only 10% of Baby Boomers incurred unexpected rental charges, only 5% drive rentals with less care than their own, and only 5% had crashed a hire car.

Most drivers – regardless of age – at least take the precaution of checking the vehicle condition report thoroughly before hiring their car.

Apex Car Rentals achieve Canstar Blue car hire award for 2014

A staggering 84% of New Zealand respondents do their due diligence and check hire car prices online before making a purchase. Finding the best deal possible can be easy enough with just a few cursory online searches, which is why you should consider starting with our customer satisfaction ratings. You can look at a wide range of rental car brands and assess your options over a variety of criteria.

This year, Apex Car Rentals achieved our Most Satisfied Customers Award – Hire Cars in a close race of six big brands. The award-winning brand took home five star ratings in the areas of overall satisfaction, value for money, vehicle availability, booking process and transparency of fees and costs.

Also rated was five star achiever Thrifty – for customer service and its booking process – as well as Hertz, Jucy, Budget and Avis.

Canstar Blue commissions Colmar Brunton using the SSI Panel to survey 2,500 New Zealand consumers to measure and track customer satisfaction on a range of different consumer goods and services. The outcomes reported are the results from respondents within the survey group who have hired a car within New Zealand in the last 12 months – in this case, 360 people. Brands must receive at least 30 responses to be included.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

Apex Car Rentals achieved five stars for overall satisfaction in the rental cars category. Close behind was four star recipient Thrifty, and then three star achievers Hertz, Jucy, Budget and Avis.

Value for money

Finding a good value rental car can mean more money in your pocket for your travels! Apex Car Rentals customers were most satisfied in this regard; this brand received a five star rating for value for money. Thrifty followed with four stars, as did Hertz, Avis, Jucy and Budget with three.

Customer service (throughout hire, including complaint resolution)

Good customer service from your hire car company will help you ‘set sail’ on your travels without delay. Thrifty led in terms of customer satisfaction in this area, earning five stars. Hertz and Apex Car Rentals received four stars each, and Budget, Jucy and Avis all achieved three.

Availability of vehicle booked

Some trips call for a vehicle with plenty of space and power, while others only require something small. Whatever your needs, it is all for naught if your vehicle of choice isn’t available! Customers of Apex Car Rentals were most satisfied with the availability of the vehicle they initially booked. Next in line after the five star recipient were Hertz and Budget with four stars apiece, then three star achievers Thrifty, Avis and Jucy.

Booking process (e.g. online, phone)

Two hire car companies surged ahead in terms of customer satisfaction with the booking process: both Apex Car Rentals and Thrifty. Hertz and Avis each received four stars for their respective booking processes; Budget and Jucy followed with three.

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

It’s important to budget when planning your holiday, which is why it’s similarly crucial to find a hire car company whose costs and fees are plain and evident. Apex Car Rentals received five stars for the transparency of its fees and costs; Thrifty and Hertz both received four stars in the same area, and Jucy, Budget and Avis all finished with three.