Quality Progress - December 2017 - 12
C U S T O M E R S AT I S F A C T I O N
Car Renters at Airports
Airport rental car companies in North America are
experiencing an uptick in overall customer satisfaction despite increased airport passenger congestion
and ongoing logistical challenges caused by construction projects at airports.
"Lower prices are having a positive effect on
perceived value for renters, which is raising overall
levels of satisfaction, but several other key quality
. .. .
measures-notably, wait times and problems with the
pick-up and return processes-have not improved
over the past four years," said Michael Taylor of J.D.
Power. "But cheaper daily rental rates overcome
those negatives for most renters."
Specific results from the J.D. Power survey include:
+ Satisfaction is up, prices are down: Overall rental
car satisfaction improved by 22 index points to 826
(on a 1,000-point scale) this year, driven primarily
by increases in satisfaction in the cost and fees
factor. The average reported daily rental car price
dropped $11 per day this year.
+ Wait times and problems with pick-ups and
returns have increased: Wait times to pick up a
rental car have gone up two minutes, on average,
New @ ASQ
What's on our minds
since 2013. Of customers who experienced a
problem, 20% reported a
problem with the pick-up
process and 17% reported
a problem with the return
process, a situation largely
attributable to increased
passenger volume and construction at airports.
+ Even in price wars, features and benefits have a
big effect on satisfaction:
Even though price perceptions have the greatest
effect on overall satisfaction, renters who choose
rental car brands based on
price alone are the least
satisfied (787 index points),
while customers who
choose a rental car brand
based on features and
benefits are the most highly
satisfied (889 index points).
+ Social media is a problem
About 70% of renters who
post online about their
rental experience expect a
response from the rental car
company, far outpacing the
expectations of hotel guests
and airline passengers, both
of whom come in at 45%.
When a rental car company
simply responds to a post,
satisfaction increases 63
index points on average.
If the issue is resolved, the
satisfaction score jumps 95
For more on the survey
results, visit http://tinyurl.
H E A LT H C A R E
21% of Americans
A recent survey showed that 21% of
Americans report having personally
experienced a medical error. When the
errors occur, they often have a lasting
impact on the patient's physical and
emotional health, financial well-being or
family relationships, the survey showed.
"The survey results show that Americans recognize that patient safety is a
critically important, but complex, issue,"
said Tejal K. Gandhi, chief clinical and
safety officer at the Institute for Healthcare Improvement (IHI) and president of
the IHI/National Patient Safety Foundation Lucian Leape Institute, which
organized the survey with the National
Opinion Research Center at the University of Chicago.
"The focus on diagnostic errors and
the outpatient settings closely parallels
other research in this area and confirms that healthcare improvers need to
take a systems approach to safety that
encompasses all settings of care, not
just hospitals," Gandhi said.
Beyond personally experiencing
errors, 31% of Americans reported that
someone else whose care they were
closely involved with experienced an
The survey found that ambulatory
settings are a frequent site of medical
errors, and that errors related to diagnosis and patient-provider communications
are the most commonly reported.
For more on the results, visit http://
Applications for the 2018-19 Ellis R. Ott Scholarship are now available through ASQ's Statistics Division. The
$7,500 scholarships are for students in master's degree or higher programs with concentrations in applied
statistics or quality management. The 2017-18 scholarship recipients were: Ruth Sirkin of North Carolina State
University and Claire Kelling of Pennsylvania State University. For more information and an application form,
visit http://asq.org/statistics/about/awards-statistics.html. Applications will be accepted Jan. 1-April 1.
December 2017 ❘ qualityprogress.com