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Stuart Greif

Stuart Greif. J.D. Power and Associates. Vice President & General Manager Global Travel & Hospitality. Agenda. J.D. Power and Associates Travel Industry Satisfaction 2010 Rental Car Satisfaction What Travelers Want Future Traveler Needs. J.D. Power and Associates.

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Stuart Greif

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

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

  3. J.D. Power and Associates

  4. J.D. Power and Associates Worldwide offices staffed by over 800 professional analysts, researchers, and consultants London Shanghai Beijing Munich Toronto Finland Sweden Belarus Ukraine Canada U.K. Netherlands Belgium Poland Scotland Russia Germany France Austria Croatia Switzerland Tokyo Italy U.S. Spain Syria Korea Turkey Mexico City Portugal Malta China Georgia Japan Israel Morocco Kuwait Pakistan Taiwan Egypt Bahrain Qatar Hong Kong Mexico U. Arab Emirates Thailand Ethiopia Oman Guatemala India Singapore Djibouti Nigeria Venezuela Philippines Benin Colombia Uganda Malaysia Bangkok Tanzania Fiji Islands Brunei Indonesia Kenya Peru Brazil Westlake Village, CA Orange, CA Boulder, CO Chicago, IL Troy, MI Norwalk, CT Washington, D.C. Zimbabwe Australia South Africa São Paulo Chile New Zealand Argentina Singapore

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

  6. Core Capabilities 7

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

  8. Travel Industry Satisfaction

  9. 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. Let’s put the “customer” back in customer service.” Bob Barton President, American Car Rental Association ,January/February 2011

  10. 2010 Satisfaction by Industry

  11. Travel Industry Satisfaction

  12. Travel Industry Advocacy

  13. Travel Industry Loyalty

  14. Rental Car Satisfaction Over Time

  15. Is The World Really Flat?

  16. Rental Car Variation vs. Other Industries

  17. Rental Car Brand Variation Financial Implications

  18. Why Satisfaction Matters!

  19. 2010 Rental Car Satisfaction StudyA look in the rear-view mirror

  20. 2010 Rental Car Satisfaction Study • Study Overview • Study Insights • Key Findings • Business vs. Leisure • Wait Times • Problem Incidence and Recovery

  21. Study Overview • Study in its 15th 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

  22. J.D. Power and AssociatesRental Car Satisfaction Index Model • 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

  23. Rental Car Satisfaction Index Model

  24. Rental Car Index Model - Attributes

  25. Key Findings • 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

  26. Satisfaction by Customer Type

  27. Satisfaction by Customer Type

  28. Reason for Selecting Rental Car Company

  29. Shuttle Bus/Van Wait Times

  30. Car Pick-Up Wait Times

  31. Car Return Wait Times

  32. Significant Problem Incidence

  33. Top 5 Problems Experienced

  34. How you resolve problems matters!

  35. What Travelers WantAccelerating Expectations

  36. Convenience and comfort consistent with their lives outside of travel Airport Airline Expectations Home, Work, Society Rental Car Hotel Expectations

  37. Future Traveler NeedsThe Road Ahead

  38. 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

  39. 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

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

  41. 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 • Today’s innovation = tomorrow’s 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

  42. You may be feeling a little….

  43. 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

  44. Questions?

  45. Contact Stuart Greif Vice President & General Manager, Global Travel and Hospitality J.D. Power and Associates (805) 418-8661 stuart.greif@jdpa.com Matt HollandManager, Global Travel and HospitalityJ.D. Power and Associates(805) 418-8869matt.holland@jdpa.com

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