Car Rental

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Compare hire car companies in New Zealand at Canstar Blue. GO Rentals, Ace Rental Cars, Apex, Avis, Budget, Europcar, Ezi Car Rental, Hertz, Jucy, Omega, RaD Car Hire, Thrifty were compared on Overall Satisfaction, Availability of Vehicle Booked, Booking Process, Customer Service, Transparency of Cost and Fees, Value for Money.

See Our Ratings Methodology

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Most Satisfied Customers | GO Rentals

GO Rentals rated number one for customer satisfaction.

GO Rentals is a driving force of great car hire!

Canstar Blue’s research reveals that GO Rentals is NZ’s favourite hire car company.

Even though most NZ households have the use of their own car, and ride-hailing companies such as Uber and Ola are pretty ubiquitous in our main cities, many Kiwis still hire a car each year.

If you’re going away on holiday, or travelling for business, a hire car at your destination offers a level of convenience and affordability unmatched by any taxi service.

However, from the initial search on-line for a car hire company, through to picking up your car and, ultimately, dropping it back off, hiring the right vehicle can be a complicated process.

And then you’ve the car itself! On-line descriptions and the conditions of cars can sometimes be misleading.

So as part of our mission to help guide NZ consumers choose the best car hire company, Canstar Blue canvassed the opinions of 898 people who had hired a rental car in the past year, across a range of categories to measure and track their satisfaction.

To decide which car hire company offers the best level of customer satisfaction, each was rated across the following categories:

  • Overall Satisfaction
  • Availability of Vehicle Booked
  • Booking Process
  • Customer Service
  • Transparency of Cost and Fees
  • Value for Money

 

Coming out on top and winning Canstar Blue’s award for Most Satisfied Customers | Car Hire was GO Rentals, which achieved a clean sweep, winning Five Stars in every category.

Other Five Star Winners include Ezi Car Rental and Omega, which each won Five Stars for Booking Process and Four stars in all other categories.

Also performing strongly were Apex and RaD Car Hire – both earning Four Stars in all categories.

What Customers Want

When you hire a car, you want a smooth and easy transaction process and then a car that provides a smooth and trouble-free drive. As pick-ups and drop-offs tend to bookend holidays or long journeys, you don’t want your plans to be delayed, or spend ages hanging around hire company’s offices.

And if anything does go wrong during the hire period, you need to know that your hire-car company is there to help. Reflecting this, the main driver of satisfaction for those surveyed was Customer Service, which just beat Value for Money. Overall, the main drivers of satisfaction were:

Drivers of satisfaction %
Customer Service 32%
Value for Money 31%
Transparency of Cost and Fees 19%
Availability of Vehicle Booked 12%
Booking Process 6%

What Drives Kiwis!

As most of us hire our cars through a website, it’s unsurprising that 73% of our respondents say that ease of booking online is a major consideration. But what does raise an eyebrow is Kiwis’ lack of concern for the finer details of car hire: only 37% stop to consider the safety rating of the car they’re hiring, and even fewer, 22%, thoroughly read the terms and conditions of their hire contract.

Also, less than half (46%) pay extra for full insurance. This means most people are happy to chance saving a few extra dollars against peace of mind and no excess when they get behind the wheel of a hire car.

However, regardless of the insurance cover you decide to take out, thanks to Canstar’s ratings you can be assured that if you hire a car from GO Rentals, you’ll get great value for money and customer service.

They are both qualities that GO Rentals prides itself upon and have been central to the firm’s expansion. From a small family business founded in 1997, the company has grown to team of over 200 based around the country, in Auckland, Dunedin, Christchurch, Queenstown and Wellington.

So whatever your vehicle needs, from a compact small car to a 4WD, people carrier or minivan, let Canstar’s research steer you to the best in car hire, the team at GO Rentals!

Frequently asked questions

Canstar Blue surveyed 5118 New Zealand consumers across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers who had hired a car within New Zealand in the last 12 months. In this case, 898 New Zealanders.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.

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