Car Rental Pick-up/Drop-off Friction Survey
Understand how leisure renters, business travellers, and local users evaluate counter queues, navigate vehicle handover, and compare return procedures, so you can improve conversion, sharpen service positioning, and strengthen repeat-rental retention across airport and city locations.
CONTEXT & RELEVANCE
Why run this survey now
Most car renters don't lose confidence purely on vehicle price. They disengage due to counter queues, documentation confusion, vehicle mismatch, inspection disputes, and return delays, none of which fully show up in booking reviews or transaction data.
If you are...
- Car rental CX leaders
- Airport operations managers
- Digital booking product teams
- Fleet service executives
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete car rental journey from pre-arrival expectations to post-return resolution.
Booking Expectations
- Pre-arrival information clarity
- Collection promise confidence
Arrival & Access
- Branch accessibility barriers
- Shuttle and signage clarity
Queue & Counter
- Actual and perceived waiting
- Counter interaction efficiency
Documents & Deposits
- Verification requirement clarity
- Deposit and waiver transparency
Vehicle & Handover
- Booked vehicle fulfilment
- Condition and feature explanation
Return & Inspection
- Return location convenience
- Inspection consistency and speed
Charges & Disputes
- Final billing transparency
- Damage dispute confidence
Loyalty & Recovery
- Repeat rental intention
- Service recovery expectations
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Car Rental Pick-up/Drop-off Friction Survey, we recommend a quant-led journey diagnostic with flexible data-collection modes to balance reach, depth, and verification across airport, city, and corporate rental cohorts.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the car rental and mobility space.
Airport Car Rental Brand Choice and Positioning Drivers (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Airport Car Rental Brand Choice and Positioning Drivers (India)
Rental Protection Package Preferences and Pricing Trade-offs (India)
Airport Car Rental Brand Choice and Positioning Drivers (India)
OBJECTIVE
A pan-India operator wanted to understand how leisure flyers , business travellers , and corporate account users choose between international chains , local operators , and app-based mobility alternatives when planning airport ground transport.
WHAT WE DID
We ran a structured online survey across six metros, balancing recent renters by trip purpose, booking channel, and rental frequency, and captured brand awareness , consideration , choice drivers , message resonance, and switching triggers.
DELIVERED
The study produced a brand preference map , message territories , segment-level channel levers , and a ranked choice-driver hierarchy showing how airport convenience, fleet confidence, loyalty benefits, and transparent inclusions shaped operator consideration.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between airport renters, city-branch renters and corporate account users?
How will you measure pick-up and return preferences beyond simple ratings?
Will the survey map the full car rental journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our rental conversion and retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.