COSTA MESA. Calif. -

You might need to have your bleisure suit dry-cleaned.

J.D. Power’s 2016 North American Car Rental Survey found that travelers who rent a car for business and then combine business and leisure are the most satisfied with their car rental experience.

While overall satisfaction was higher among business travelers than among leisure travelers (satisfaction score of 806 vs. 798 on a 1,000-point scale), satisfaction among “bleisure” travelers (836) was the highest.

This tendency appears to be more pronounced among Gen Y renters (those born between 1977 and 1994), who have a growing presence in the rental car market. Cost and fees satisfaction among bleisure car renters is 43 points higher than among exclusive business renters and 49 points higher than among exclusive leisure renters. 

“With such a big bump in satisfaction among ‘bleisure’ renters, it’s certainly worthwhile for rental car companies to take a closer look at ways to attract and accommodate these travelers, perhaps by providing an easy way to separate charges for the business days of the rental from the leisure days, making for easier expense reporting,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power.

“Appealing to bleisure travelers may help differentiate them from competitors, but it could also foster the growth amongst a new base of loyal customers.”

The study, in its 21st year, measures overall customer satisfaction with rental cars at airport locations by examining six factors (listed in order of importance):

—cost and fees

—pickup process

—return process

—rental car

—shuttle bus/van

—reservation process. 

Overall rental car satisfaction averaged 804 index points, a 6-point improvement from 2015. All of the ranked brands posted at least some improvement in the cost and fees factor, continuing a noticeable upward trend over the past two years.

“Seeing steady improvements in cost and fees demonstrates that rental car companies are creating greater value for their customers through a combination of improved products and service,” said Garlick.

“Stellar customer service at all touch points of the experience makes a difference for travelers in terms of choice, experience and loyalty. While there is always a segment of renters that cares only about which company provides the lowest price, high service levels drive both value and satisfaction for many customers.”

For the third year in a row, Enterprise ranked highest in satisfaction among rental car companies, achieving an overall satisfaction index score of 830. Enterprise performed particularly well in all six study factors. Enterprise was followed by National (813), Alamo (809) and Hertz (804).

Other survey findings:

—There is a trend toward consolidating rental car facilities to a single site; 32 percent of study participants rented from such a facility. Customer satisfaction with their rental car experience was about the same for a consolidated site as it was for a branded site. However, shuttle bus/van satisfaction among renters who picked up from a consolidated site is 51 points higher than among those renting from a brand-operated site.

—The percentage of reported problems in the 2016 study was 21 percent, an increase from 14 percent in 2015. The increase was driven by many of the unranked brands included in the study. Among customers who experienced a problem, the highest increase in specific reported issues was related to optional equipment, in which the problem incidence increased to 16 percent this year from 10 percent in 2015.

—Among the busiest airports in the United States, Dallas/Ft. Worth International (DFW), Fort Lauderdale Hollywood International (FLL), New York John F. Kennedy (JFK), and Miami International (MIA) performed particularly well in rental car satisfaction.