J D Power and Associates Stuart Greif Vice

J. D. Power and Associates Stuart Greif 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

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

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

Core Capabilities 7

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

Travel Industry Satisfaction

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

2010 Satisfaction by Industry

Travel Industry Satisfaction

Travel Industry Advocacy

Travel Industry Loyalty

Rental Car Satisfaction Over Time

Is The World Really Flat?

Rental Car Variation vs. Other Industries

Rental Car Brand Variation Financial Implications

Why Satisfaction Matters!

2010 Rental Car Satisfaction Study A look in the rear-view mirror

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

Study Overview • Study in its 15 th 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

J. D. Power and Associates Rental 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

Rental Car Satisfaction Index Model

Rental Car Index Model - Attributes

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

Satisfaction by Customer Type

Satisfaction by Customer Type

Reason for Selecting Rental Car Company

Shuttle Bus/Van Wait Times

Car Pick-Up Wait Times

Car Return Wait Times

Significant Problem Incidence

Top 5 Problems Experienced

How you resolve problems matters!

What Travelers Want Accelerating Expectations

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

Future Traveler Needs The Road Ahead

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

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

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…. Car sharing; Car Rental Cos; P 2 P Redefining budget Room service app Guaranteed baggage delivery Customer service

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

You may be feeling a little….

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

Questions?

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