CX Question Instrument (English — UK/AUS)

S1: Travel Behavior

S2: Rental Regularity

S3: Rental Purpose

K4: Country

S4a: Booking Channels Used

S4b: Booking Channels Preferred

S4c: Booking Channel Motivations

S5a: Familiarity with Brands

S6: Brands Rented From

S7: Primary Decision Priorities

S8: Rideshare Substitution

S9: Reasons

Attention 1: Gentle

P1: Persona Inputs

I prefer to plan my travel in detail because I value predictability

I value feeling in control when I travel

I prefer spontaneity when traveling

Feeling recognized by a rental car brand matters to me

I prefer rental car brands whose values align with mine

Fair treatment matters more to me than status perks from a rental car brand

I notice when a rental car brand feels modern and innovative

I prefer rental car experiences that reduce friction, even if they cost more

I care more about having a problem-free and easy experience than receiving perks or upgrades.

I will pay more if a brand guarantees exactly what car I will get.

Driving a newer car matters to me when I rent.

The make or model of the car matters to me when I rent.

I choose the brand that best fits the needs of each trip.

If cost and convenience are equal, I would choose an electric vehicle.

My experience varies depending on my pickup/drop off location.

R1: Primary Reasons for Using Rideshare Exclusively

R2: What Would Make You Consider Renting

R3: Perceived barriers to renting

R5: Open-Ended What Rental Car Cos Must Do To Win You Over

B3a: When to choose a specific vehicle

B3b: Importance of Make/Model

B4a: Last Rental Brand

B4b: Reason For Selection

C0a: Last rental location

C0b: Which airport

C1: Booking Experience

Attention Check

Clarity of pricing and fees

Website or app speed

Website or app reliability

Clarity of vehicle details (size, features, capacity)

Clarity of insurance coverage and options

Comfort with deposit amount

Ability to make changes to your reservation

Comfort with payment methods

Attention 3: Warning

C2: Pre-Arrival Communication & Clarity

Clarity of pickup location (exact place to go to get the car)

Advance notice about vehicle readiness

Clarity of insurance information before arrival

Usefulness of notifications before arrival (via app, text, or email)

C3: Pickup Experience

Time from arrival to driving away

Clear directions to pickup location

Speed and ease of the pickup process

Ability to choose your own car (e.g. selecting from a row or group of vehicles)

Staff helpfulness

Car ready as promised

Clear information about deposits

Ease of getting to the vehicle (shuttle bus or walk-up)

Ease of exiting the lot/gate process

C4: Vehicle Experience

Cleanliness

Condition/maintenance

Make/model met expectations

Technology/features

Mileage / vehicle age

C5: Return / Post-Trip Experience

Ease of drop-off (how simple it was to return the car)

Speed of the return process (how quickly you were checked in)

Ease of getting from the return area to the terminal

Helpfulness of staff at return

Time until your final receipt or bill was issued

Unexpected fees (whether any charges appeared that you did not anticipate)

Clarity of the final bill (easy to understand, no confusion)

E1: Current Preferred Rental Brand

E2a: Rental Switching Motivators

E2b: Top Problems - Push

E2c: Switching Motivators (Offers)

E2d: Top Motivators - Offers

E3: Ranking MaxDiff

E4: CAI Open-End - Loss Moment

F1: Ranking MaxDiff

Attention 4: Gentle

G1 AUS: Pickup and Return Perks

Airport curbside pickup

Airport curbside drop-off

Rental car delivery to hotel/office

Guaranteed no-wait pickup

Skip the counter

Choose exact car in advance in the app

G1 Europe: Pickup and Return Perks copy_G1: Pickup and Return Perks copy_G1 UK: Pickup and Return Perks copy_G1: Pickup and Return Perks

G1 Europe: Pickup and Return Perks copy_G1: Pickup and Return Perks copy_G1 UK: Pickup and Return Perks copy_Airport curbside pickup

G1 Europe: Pickup and Return Perks copy_G1: Pickup and Return Perks copy_G1 UK: Pickup and Return Perks copy_Airport curbside drop-off

G1 Europe: Pickup and Return Perks copy_G1: Pickup and Return Perks copy_G1 UK: Pickup and Return Perks copy_Rental car delivery to hotel/office

G1 Europe: Pickup and Return Perks copy_G1: Pickup and Return Perks copy_G1 UK: Pickup and Return Perks copy_Guaranteed no-wait pickup

G1 Europe: Pickup and Return Perks copy_G1: Pickup and Return Perks copy_G1 UK: Pickup and Return Perks copy_Skip the counter

G1 Europe: Pickup and Return Perks copy_G1: Pickup and Return Perks copy_G1 UK: Pickup and Return Perks copy_Choose exact car in advance in the app

G1 UK: Pickup and Return Perks copy_G1: Pickup and Return Perks

G1 UK: Pickup and Return Perks copy_Airport curbside pickup

G1 UK: Pickup and Return Perks copy_Airport curbside drop-off

G1 UK: Pickup and Return Perks copy_Rental car delivery to hotel/office

G1 UK: Pickup and Return Perks copy_Guaranteed no-wait pickup

G1 UK: Pickup and Return Perks copy_Skip the counter

G1 UK: Pickup and Return Perks copy_Choose exact car in advance in the app

G2: Loyalty Perks

Personalized arrival (stall assignment, name recognition, pre-arrival notification)

Newer, cleaner vehicle guarantee

Make/model guarantee

Upgrade guarantee

G3: Pre-Payment Conditions

G4: Loyalty Tolerance For Higher Price

H1: Rating HERTZ

The brand delivers a dependable experience without unexpected issues

Pickup is fast and simple, with minimal waiting

The vehicles are clean, modern and in good condition

Pricing, fees and deposit requirements are clear upfront

The overall experience is worth the total cost

Loyalty perks are clear, meaningful and consistently honored

My experience with this rental brand is consistent from location to location

This brand feels modern and forward-looking

This brand understands travelers like me

This brand helps me feel in control of my trip

This brand makes the rental experience feel effortless

This brand’s app is an essential part of my trip, not just a booking tool

The experience feels elevated and higher quality than other rental brands

The website and app are easy to use and work reliably

I trust this brand to do what it promises

This brand delivers strong value for the money

This brand is one I genuinely enjoy choosing

H1: Rating DOLLAR

H1: Rating Preferred Brand_The brand delivers a dependable experience without unexpected issues

H1: Rating Preferred Brand_Pickup is fast and simple, with minimal waiting

H1: Rating Preferred Brand_The vehicles are clean, modern and in good condition

H1: Rating Preferred Brand_Pricing, fees and deposit requirements are clear upfront

H1: Rating Preferred Brand_The overall experience is worth the total cost

H1: Rating Preferred Brand_Loyalty perks are clear, meaningful and consistently honored

H1: Rating Preferred Brand_My experience with this rental brand is consistent from location to location

H1: Rating Preferred Brand_This brand feels modern and forward-looking

H1: Rating Preferred Brand_This brand understands travelers like me

H1: Rating Preferred Brand_This brand helps me feel in control of my trip

H1: Rating Preferred Brand_This brand makes the rental experience feel effortless

H1: Rating Preferred Brand_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating Preferred Brand_The experience feels elevated and higher quality than other rental brands

H1: Rating Preferred Brand_The website and app are easy to use and work reliably

H1: Rating Preferred Brand_I trust this brand to do what it promises

H1: Rating Preferred Brand_This brand delivers strong value for the money

H1: Rating Preferred Brand_This brand is one I genuinely enjoy choosing

H1: Rating THRIFTY

H1: Rating THRIFTY_H1: Rating Preferred Brand_The brand delivers a dependable experience without unexpected issues

H1: Rating THRIFTY_H1: Rating Preferred Brand_Pickup is fast and simple, with minimal waiting

H1: Rating THRIFTY_H1: Rating Preferred Brand_The vehicles are clean, modern and in good condition

H1: Rating THRIFTY_H1: Rating Preferred Brand_Pricing, fees and deposit requirements are clear upfront

H1: Rating THRIFTY_H1: Rating Preferred Brand_The overall experience is worth the total cost

H1: Rating THRIFTY_H1: Rating Preferred Brand_Loyalty perks are clear, meaningful and consistently honored

H1: Rating THRIFTY_H1: Rating Preferred Brand_My experience with this rental brand is consistent from location to location

H1: Rating THRIFTY_H1: Rating Preferred Brand_This brand feels modern and forward-looking

H1: Rating THRIFTY_H1: Rating Preferred Brand_This brand understands travelers like me

H1: Rating THRIFTY_H1: Rating Preferred Brand_This brand helps me feel in control of my trip

H1: Rating THRIFTY_H1: Rating Preferred Brand_This brand makes the rental experience feel effortless

H1: Rating THRIFTY_H1: Rating Preferred Brand_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating THRIFTY_H1: Rating Preferred Brand_The experience feels elevated and higher quality than other rental brands

H1: Rating THRIFTY_H1: Rating Preferred Brand_The website and app are easy to use and work reliably

H1: Rating THRIFTY_H1: Rating Preferred Brand_I trust this brand to do what it promises

H1: Rating THRIFTY_H1: Rating Preferred Brand_This brand delivers strong value for the money

H1: Rating THRIFTY_H1: Rating Preferred Brand_This brand is one I genuinely enjoy choosing

H1: Rating BUDGET

H1: Rating BUDGET_H1: Rating Preferred Brand_The brand delivers a dependable experience without unexpected issues

H1: Rating BUDGET_H1: Rating Preferred Brand_Pickup is fast and simple, with minimal waiting

H1: Rating BUDGET_H1: Rating Preferred Brand_The vehicles are clean, modern and in good condition

H1: Rating BUDGET_H1: Rating Preferred Brand_Pricing, fees and deposit requirements are clear upfront

H1: Rating BUDGET_H1: Rating Preferred Brand_The overall experience is worth the total cost

H1: Rating BUDGET_H1: Rating Preferred Brand_Loyalty perks are clear, meaningful and consistently honored

H1: Rating BUDGET_H1: Rating Preferred Brand_My experience with this rental brand is consistent from location to location

H1: Rating BUDGET_H1: Rating Preferred Brand_This brand feels modern and forward-looking

H1: Rating BUDGET_H1: Rating Preferred Brand_This brand understands travelers like me

H1: Rating BUDGET_H1: Rating Preferred Brand_This brand helps me feel in control of my trip

H1: Rating BUDGET_H1: Rating Preferred Brand_This brand makes the rental experience feel effortless

H1: Rating BUDGET_H1: Rating Preferred Brand_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating BUDGET_H1: Rating Preferred Brand_The experience feels elevated and higher quality than other rental brands

H1: Rating BUDGET_H1: Rating Preferred Brand_The website and app are easy to use and work reliably

H1: Rating BUDGET_H1: Rating Preferred Brand_I trust this brand to do what it promises

H1: Rating BUDGET_H1: Rating Preferred Brand_This brand delivers strong value for the money

H1: Rating BUDGET_H1: Rating Preferred Brand_This brand is one I genuinely enjoy choosing

H1: Rating TURO

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The brand delivers a dependable experience without unexpected issues

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Pickup is fast and simple, with minimal waiting

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The vehicles are clean, modern and in good condition

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Pricing, fees and deposit requirements are clear upfront

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The overall experience is worth the total cost

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Loyalty perks are clear, meaningful and consistently honored

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_My experience with this rental brand is consistent from location to location

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand feels modern and forward-looking

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand understands travelers like me

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand helps me feel in control of my trip

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand makes the rental experience feel effortless

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The experience feels elevated and higher quality than other rental brands

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The website and app are easy to use and work reliably

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_I trust this brand to do what it promises

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand delivers strong value for the money

H1: Rating TURO_H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand is one I genuinely enjoy choosing

H1: Rating SIXT

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The brand delivers a dependable experience without unexpected issues

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Pickup is fast and simple, with minimal waiting

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The vehicles are clean, modern and in good condition

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Pricing, fees and deposit requirements are clear upfront

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The overall experience is worth the total cost

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Loyalty perks are clear, meaningful and consistently honored

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_My experience with this rental brand is consistent from location to location

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand feels modern and forward-looking

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand understands travelers like me

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand helps me feel in control of my trip

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand makes the rental experience feel effortless

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The experience feels elevated and higher quality than other rental brands

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The website and app are easy to use and work reliably

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_I trust this brand to do what it promises

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand delivers strong value for the money

H1: Rating SIXT_H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand is one I genuinely enjoy choosing

H1: Rating ENTERPRISE

H1: Rating ENTERPRISE_H1: Rating AVIS_The brand delivers a dependable experience without unexpected issues

H1: Rating ENTERPRISE_H1: Rating AVIS_Pickup is fast and simple, with minimal waiting

H1: Rating ENTERPRISE_H1: Rating AVIS_The vehicles are clean, modern and in good condition

H1: Rating ENTERPRISE_H1: Rating AVIS_Pricing, fees and deposit requirements are clear upfront

H1: Rating ENTERPRISE_H1: Rating AVIS_The overall experience is worth the total cost

H1: Rating ENTERPRISE_H1: Rating AVIS_Loyalty perks are clear, meaningful and consistently honored

H1: Rating ENTERPRISE_H1: Rating AVIS_My experience with this rental brand is consistent from location to location

H1: Rating ENTERPRISE_H1: Rating AVIS_This brand feels modern and forward-looking

H1: Rating ENTERPRISE_H1: Rating AVIS_This brand understands travelers like me

H1: Rating ENTERPRISE_H1: Rating AVIS_This brand helps me feel in control of my trip

H1: Rating ENTERPRISE_H1: Rating AVIS_This brand makes the rental experience feel effortless

H1: Rating ENTERPRISE_H1: Rating AVIS_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating ENTERPRISE_H1: Rating AVIS_The experience feels elevated and higher quality than other rental brands

H1: Rating ENTERPRISE_H1: Rating AVIS_The website and app are easy to use and work reliably

H1: Rating ENTERPRISE_H1: Rating AVIS_I trust this brand to do what it promises

H1: Rating ENTERPRISE_H1: Rating AVIS_This brand delivers strong value for the money

H1: Rating ENTERPRISE_H1: Rating AVIS_This brand is one I genuinely enjoy choosing

H1: Rating ALAMO

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The brand delivers a dependable experience without unexpected issues

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Pickup is fast and simple, with minimal waiting

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The vehicles are clean, modern and in good condition

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Pricing, fees and deposit requirements are clear upfront

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The overall experience is worth the total cost

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Loyalty perks are clear, meaningful and consistently honored

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_My experience with this rental brand is consistent from location to location

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand feels modern and forward-looking

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand understands travelers like me

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand helps me feel in control of my trip

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand makes the rental experience feel effortless

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The experience feels elevated and higher quality than other rental brands

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The website and app are easy to use and work reliably

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_I trust this brand to do what it promises

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand delivers strong value for the money

H1: Rating ALAMO_H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand is one I genuinely enjoy choosing

H1: Rating AVIS

H1: Rating AVIS_The brand delivers a dependable experience without unexpected issues

H1: Rating AVIS_Pickup is fast and simple, with minimal waiting

H1: Rating AVIS_The vehicles are clean, modern and in good condition

H1: Rating AVIS_Pricing, fees and deposit requirements are clear upfront

H1: Rating AVIS_The overall experience is worth the total cost

H1: Rating AVIS_Loyalty perks are clear, meaningful and consistently honored

H1: Rating AVIS_My experience with this rental brand is consistent from location to location

H1: Rating AVIS_This brand feels modern and forward-looking

H1: Rating AVIS_This brand understands travelers like me

H1: Rating AVIS_This brand helps me feel in control of my trip

H1: Rating AVIS_This brand makes the rental experience feel effortless

H1: Rating AVIS_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating AVIS_The experience feels elevated and higher quality than other rental brands

H1: Rating AVIS_The website and app are easy to use and work reliably

H1: Rating AVIS_I trust this brand to do what it promises

H1: Rating AVIS_This brand delivers strong value for the money

H1: Rating AVIS_This brand is one I genuinely enjoy choosing

H1: Rating NATIONAL

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The brand delivers a dependable experience without unexpected issues

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Pickup is fast and simple, with minimal waiting

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The vehicles are clean, modern and in good condition

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Pricing, fees and deposit requirements are clear upfront

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The overall experience is worth the total cost

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_Loyalty perks are clear, meaningful and consistently honored

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_My experience with this rental brand is consistent from location to location

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand feels modern and forward-looking

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand understands travelers like me

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand helps me feel in control of my trip

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand makes the rental experience feel effortless

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand’s app is an essential part of my trip, not just a booking tool

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The experience feels elevated and higher quality than other rental brands

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_The website and app are easy to use and work reliably

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_I trust this brand to do what it promises

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand delivers strong value for the money

H1: Rating NATIONAL_H1: Rating ENTERPRISE_H1: Rating AVIS_This brand is one I genuinely enjoy choosing

Halfway through

H2: Perceived Quality of Common Rental Vehicle Brands

Kia

Hyundai

Toyota

Honda

Chevrolet

Ford

Nissan

Dodge

Jeep

Volkswagen

Volvo

H3a: New Perception of Brand Families

H3b: Impact of value brands on parent brand perception

D1: Loyalty Membership

D2: Primary Loyalty

D3: Loyalty Stickiness

D4: For Hertz Loyalty Members

Ease of earning points

Ease of redemption

Value of redemption (what you get for the points you use)

Consistency of loyalty benefits across locations

Recognition (feeling seen/acknowledged)

Skip-the-counter reliability (and straight to pick up the car)

Ability to choose my own car when available

Upgrade availability

Availability and helpfulness of loyalty support (phone or chat)

D5: Impact of Loyalty Status on Expectations

D6: Willingness To Join A Free Loyalty Program

D7: Drivers to Membership

D8: Who Should Get Which Features?

Pre-assigned car and location shown in the app

Ability to choose from multiple specific cars in the app

Live updates in the app when your car is assigned and ready

App notifications that react to flight delays and adjust your pickup

Premium curbside pickup or drop-off experience

In-app alerts about fuel level, refueling options and potential extra charges

Guaranteed vehicle (never being downgraded)

All-in pricing shown upfront

Priority resolution if something goes wrong

Attention 5: Almost Done

I1a: App as travel companion

I1b: App likelihood

J0: CAI Open-End - Switch-to-Hertz Moment

J1: NPS

K1: Age

K2: Gender

K3: Income

K5: Leisure Rental

K6: Business Rental

K7: Employment

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