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In the two times the Renting Car in Ibiza study was conducted, Rentalcars.com has managed to win the study both times. With a Digital Sales Score of 29 points, they stay ahead of SunnyCars.nl (20 points) and Hertz.nl, which takes third place with 18 points. The study was conducted among 400 consumers who oriented themselves on both desktop and smartphone on renting a car in Ibiza.

>> Get free high level results in the Market Insights Update Car Rental Ibiza May 2019

In terms of customer experience, Hertz is the favorite. On both desktop and smartphone, the car rental agency receives the highest customer experience scores, of 67 and 70 points respectively.

  • Digital Sales Score
    Study:Car Rental Ibiza
    Measurement: May 2019
    Country: Netherlands
  • Total Desktop Mobile
  • 1 Rentalcars.com 29 29 30
  • 2 SunnyCars.nl 20 19 22
  • 3 Hertz.nl 18 15 20
  • 4 AutoEurope.nl 14 18 9
  • 5 HAPPYCAR.nl 13 15 12
  • 6 TUICars.com 13 3 23
  • 7 EasyTerra.nl 13 13 13
  • 8 DoYouSpain.com 12 11 13
  • 9 Europcar.nl 10 12 9
  • 10 Avis.nl 10 10 10
  • 11 Skyscanner.nl 9 15 3
  • 12 Sixt.nl 8 7 10
  • 13 CarDelMar.com 8 9 7
  • 14 HolidayCars.com 6 8 3
  • Show full list
  • Highest total score
  • Highest score on device

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Rentalcars.com receives preference thanks to its broad offer and clear information

Consumers mention that it’s especially the broad offer Rentalcars.com provides, as well as the excellent information on the website, that are the important reasons for preferring this website. They say, for example: “it has a good overview, really appeals to people, and is user-friendly.”

In the study, Rentalcars.com is found by more than half of all orienting consumers (54%). With a Preference of 19%, around 1 in 5 people choose Rentalcars.com. Sunnycars.nl comes in second, despite being found by fewer consumers. They receive Preference from 12% of respondents.

TUICars.com is deposed from its third place by Hertz.nl. While in September 2018, TUICars.com still managed to convince 40% of the visitors of its website, this figure dropped to only 30% in the most recent study. Hertz.nl on the other hand is found by approximately 1 in 3 consumers. In the end, 10% of all consumers in this study would choose Hertz.nl if they were to rent a car in Ibiza.

AutoEurope climbs from 13th to 4th place

AutoEurope.nl climbs from a 13th place in 2018 to 4th place in May of this year. A year earlier, AutoEurope.nl had had a Conversion of 10%; this percentage climbed by 13 percentage points to 23% conversion. The rise is partially thanks to good customer experience on desktop. It manages to win the consumer’s trust, for instance, and one respondent says: “A lot of decent information. I don’t expect any unforeseen surprises.”

This is in contrast to Europcar.nl, which drops from 6th to 9th place, and is stuck at 12% Conversion – 8 percentage points less than in September 2018.

The Digital CX-Score

The Digital CX-Score is a representation of the total experience on a website, and is based on questions on the themes Look & Feel, Offer, and Brand. Think of, for example, the clear and quick presentation of the offer on a website, and the trust people have in the company behind the website. The score consists of a weighted average of these parts, in which parts that have more impact on the final preference contribute a relatively higher weight to the average. For instance, our analyses show that the elements of Offer and Brand are more important in customers’ final preference than Look & Feel.

  • Digital CX-Score | Desktop
    Study: Car Rental Ibiza
    Measurement: May 2019
    Country: Netherlands
  • Score
  • 1 Hertz.nl 67
  • 2 SunnyCars.nl 65
  • 3 Europcar.nl 64
  • 4 HAPPYCAR.nl 62
  • 5 Avis.nl 62
  • 6 AutoEurope.nl 61
  • 7 Rentalcars.com 61
  • 8 EasyTerra.nl 58
  • Digital CX-Score | Smartphone
    Study: Car Rental Ibiza
    Measurement: May 2019
    Country: Netherlands
  • Score
  • 1 Hertz.nl 70
  • 2 AutoEurope.nl 68
  • 3 Rentalcars.com 68
  • 4 EasyTerra.nl 68
  • 5 SunnyCars.nl 67
  • 6 HAPPYCAR.nl 63
  • 7 Avis.nl 63
  • 8 Europcar.nl 57

Hertz.nl leaves a good impression on both smartphone and desktop

On both smartphone and desktop, Hertz provides the best customer experience. With 67 points on desktop and 70 points on smartphone, this car rental agency is the favorite. In the desktop ranking, Hertz.nl is followed by SunnyCars.nl (65 points) and Europcar.nl (64 points). On smartphone, AuroEurope.nl and Rentalcars.com occupy second and third place, with 68 points each.

Hertz.nl is favorite thanks to the good First Impression the website offers, and in the In-Depth phase, it’s appreciated for its website design and for the brand’s well-known name. In the words of consumers:

  • “Clear overview of the different cars available for rental”
  • “Well-organized overview of what is and what isn’t included in the price”
  • “Cars sorted by price”
  • “Option of adding car seats etc.”

Some Research Insights

  • Rentalcars.com has managed to win the study both times. With a Digital Sales Score of 29 points, they stay ahead of SunnyCars.nl (20 points) and Hertz.nl, which takes third place with 18 points.

  • Hertz is the favorite. On both desktop and smartphone, the car rental agency receives the highest customer experience scores, of 67 and 70 points respectively.

  • In the study, Rentalcars.com is found by more than half of all orienting consumers (54%). With a Preference of 19%, around 1 in 5 people choose Rentalcars.com. Sunnycars.nl comes in second, despite being found by fewer consumers. They receive Preference from 12% of respondents.

  • AutoEurope.nl climbs from a 13th place in 2018 to 4th place in May of this year.

  • On both smartphone and desktop, Hertz provides the best customer experience. With 67 points on desktop and 70 points on smartphone, this car rental agency is the favorite. In the desktop ranking, Hertz.nl is followed by SunnyCars.nl (65 points) and Europcar.nl (64 points). On smartphone, AuroEurope.nl and Rentalcars.com occupy second and third place, with 68 points each.

Goal and relevance of this research

The goal of this study was to exactly map the digital experience of potential customers who are orienting themselves on opening a new current account online. It’s important to capture consumers’ choices and their reasons for choosing a specific brand/website. WUA has worked on a validated model for the past 10 years. Our model shows as precisely as possible what customers want, what the best practices are, as well as which possible issues each provider faces. A custom-made report is available within two weeks, including an action workshop on location and an accompanying presentation.