Avis - Car Rental

User Experience Report

Week of April 3rd, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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Avis - Car Rental

Top Insights This Week

Week of April 3rd, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Avis - Car Rental's key feedback

1

App Functionality Issues

A significant number of users, approximately 40%, report that the app frequently crashes, fails to load reservations, or presents errors during use, making it unreliable for managing bookings.

The app crashes immediately upon opening, making it impossible to use for reservations.

2

Pricing Discrepancies

Around 20% of users experience issues with pricing, where the app displays incorrect currency conversions or unexpected charges, leading to higher costs than initially shown.

The app showed a rate in Euros, but upon reservation, it switched to a higher dollar amount.

3

Preferred Member Frustrations

Approximately 15% of users who are Preferred members express dissatisfaction with the lack of benefits, such as not accruing points or facing long wait times despite their status.

As a Preferred member, I never receive the benefits promised, like skipping the line or earning points.

4

Customer Support Challenges

About 10% of users find the customer support inadequate, with no chat feature and long wait times on calls, making it difficult to resolve issues promptly.

Stuck on a plane, I couldn't use the app's support due to the lack of a chat feature.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Enterprise Rent-A-Car
Enterprise receives high praise for its user-friendly app and excellent customer service. Users appreciate the ease of booking and the reliability of the service, with many highlighting the helpfulness and professionalism of the staff.

#2 RUNNER UP

Hertz Car Rental
Hertz is generally well-received for its app's ease of use and the benefits of its Gold membership program. However, some users report issues with app functionality and customer service, leading to mixed experiences.

#3 Straggler

Avis - Car Rental
Avis faces significant criticism for its app's poor functionality and customer service issues. Users frequently report problems with logging in, reservation management, and unexpected charges, leading to a frustrating experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Enterprise Rent-A-Car
#1 Users Choice
Enterprise receives high praise for its user-friendly app and excellent customer service. Users appreciate the ease of booking and the reliability of the service, with many highlighting the helpfulness and professionalism of the staff.
Hertz Car Rental
#2 Runner-up
Hertz is generally well-received for its app's ease of use and the benefits of its Gold membership program. However, some users report issues with app functionality and customer service, leading to mixed experiences.
Avis - Car Rental
#3 Straggler
Avis faces significant criticism for its app's poor functionality and customer service issues. Users frequently report problems with logging in, reservation management, and unexpected charges, leading to a frustrating experience.

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Nuggets

Major Highlights of the Week

Profile Completion Error
Users encounter errors preventing them from completing their profiles, which hinders their ability to fully utilize the app's features. This issue affects user engagement and satisfaction with the app.
I can't finish setting up my profile due to an error.
Currency Conversion Issue
The app incorrectly converts Euros to Dollars, leading to unexpected higher charges at checkout. This discrepancy undermines trust in the app's pricing transparency.
The app shows rates in Euros but charges in Dollars, resulting in a higher cost.
Preferred Member Frustrations
Preferred members report not receiving promised benefits, such as point accrual and expedited service, which diminishes the perceived value of the membership. This inconsistency can lead to customer churn.
Despite being a preferred member, I never receive any benefits or points.
App Crashes and Errors
Frequent app crashes and persistent errors prevent users from accessing reservations or making new ones, severely impacting the app's usability. This technical instability drives users to seek alternatives.
The app crashes immediately upon opening, making it unusable.
Reservation Discrepancies
Users experience discrepancies between initial reservation prices and final charges, often with unexpected fees. This inconsistency damages customer trust and satisfaction.
I booked at one price, but my card was charged a higher amount.
Security and Login Issues
The app's security measures and login processes are cumbersome, leading to account lockouts and frustration. This poor user experience can deter continued app usage.
I can't log in despite using the correct password, and support can't help.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Profile Completion Error
Users encounter errors preventing them from completing their profiles, which hinders their ability to fully utilize the app's features. This issue affects user engagement and satisfaction with the app.
Currency Conversion Issue
The app incorrectly converts Euros to Dollars, leading to unexpected higher charges at checkout. This discrepancy undermines trust in the app's pricing transparency.
Preferred Member Frustrations
Preferred members report not receiving promised benefits, such as point accrual and expedited service, which diminishes the perceived value of the membership. This inconsistency can lead to customer churn.
App Crashes and Errors
Frequent app crashes and persistent errors prevent users from accessing reservations or making new ones, severely impacting the app's usability. This technical instability drives users to seek alternatives.
Reservation Discrepancies
Users experience discrepancies between initial reservation prices and final charges, often with unexpected fees. This inconsistency damages customer trust and satisfaction.
Security and Login Issues
The app's security measures and login processes are cumbersome, leading to account lockouts and frustration. This poor user experience can deter continued app usage.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is completely non-functional. It crashes immediately when opening or gives me an error trying to pull up a reservation or make a new one. If I didn’t have status through the airline, I would switch just to have a functional IT experience.
Landyyyy12
Week of April 3rd, 2025
The app offered a pay now price, but after booking, I was charged a higher amount. Customer service couldn't help, and I was charged a $150 fee to cancel. This experience is frustrating and unacceptable.
Chrisc720
Week of April 3rd, 2025
The app doesn't allow me to make reservations or select a car on arrival. It constantly crashes, making it useless. What's the point of having this app?
LDojlidko
Week of April 3rd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is completely non-functional. It crashes immediately when opening or gives me an error trying to pull up a reservation or make a new one. If I didn’t have status through the airline, I would switch just to have a functional IT experience.
Candice Wu
App Store
The app offered a pay now price, but after booking, I was charged a higher amount. Customer service couldn't help, and I was charged a $150 fee to cancel. This experience is frustrating and unacceptable.
Kelly Williams
Google Play
The app doesn't allow me to make reservations or select a car on arrival. It constantly crashes, making it useless. What's the point of having this app?
Koray Okumus
Google Play

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