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  • 2013 Manufacturer Website Evaluation Study (MWES)—Wave 1

    A Satisfying Website Experience Leads to a Higher Likelihood to Test Drive a Vehicle

    2013-01-28

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    WESTLAKE VILLAGE, Calif.: 28 January 2013 — New-vehicle shoppers are more likely to test drive a vehicle following a satisfying experience on an automotive manufacturer’s website on either a desktop or tablet, according to the JD Power and Associates 2013 Manufacturer Website Evaluation StudySM (MWES)—Wave 1 released today.

    The semiannual study, now in its 14th year, measures the usefulness of automotive manufacturer websites during the new-vehicle shopping process by examining four key measures (in order of importance): information/content, navigation, appearance and speed.

    The ability of new-vehicle shoppers to find information on a website easily and quickly has a direct impact on their decision to continue to shop that vehicle. For example, the study finds that among automotive shoppers on desktops who are “delighted” with their experience on a manufacturer’s website (satisfaction index score of greater than 900 on a 1,000-point scale), 72 percent are more likely to test drive a vehicle after visiting the manufacturer website, compared with only 25 percent of “disappointed” shoppers (satisfaction index score of 550 or less).

    “Finding the right balance of content, ease of navigation and site speed is what ultimately drives new-vehicle shopper satisfaction with the website,” said Arianne Walker, senior director of media & marketing solutions at JD Power and Associates. “Satisfaction with a website increases the likelihood that shoppers will visit a dealership and test drive a vehicle.”

    In addition to a website that works well across platforms, Walker said the key is for automakers to develop a site that is reflective of their brand image and is able to meet the needs of their shoppers.

    “While there are some common elements across all websites, each site should have a unique look and feel and align with the brand’s image,” said Walker.

    The study also finds that tablet ownership has risen 23 percent during the past six months among consumers who evaluated a site and is further changing the device mix automakers must accommodate for their online shoppers. To accommodate tablet device shoppers, many automakers direct shoppers to a desktop version of their website; however, depending on the device and automaker, shoppers may also be directed to a mobile version of the website. Overall satisfaction among tablet users who are likely to be directed to a desktop website is 820, compared with 798 among those who are directed to a mobile website. In addition, satisfaction is higher across all four measures when tablet users utilize a desktop website.

    “Shoppers on a tablet are able to access all of the shopping information when they’re directed to a desktop website, compared with a mobile site,” said Walker. “However, it is critical that the desktop sites be designed to accommodate tablet navigational needs.”

    While some shoppers are using their tablet to explore manufacturer websites while they’re on the go, the study finds that shoppers are more likely to access automotive information while at home (37%) than while shopping or running errands (16%). Regardless of the location where they shop, 92 percent of new-vehicle shoppers who own a tablet, or own both a tablet and a smartphone, expect to have the same content available on a desktop website on all devices.

    “Shoppers want the same content-rich experience, whether they’re on a desktop, tablet or smartphone,” said Walker. “The challenge for automakers is creating sites that meet the needs of shoppers across platforms. The industry has generally chosen to maintain two sites, rather than a third one for tablet shoppers, reducing the burden of maintaining and keeping information updated and consistent across three separate sites.”

    The smart brand website ranks highest in overall satisfaction with a score of 845. Jeep ranks second with a score of 840, followed by Lincoln (835) and Acura (834). Overall satisfaction with automotive brand websites averages 812.
     
    The Manufacturer Website  Evaluation Study—Wave 1 is based on responses from 10,006 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months.  The study was fielded in November 2012.

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at www.mcgraw-hill.com.

    Media Relations Contacts:

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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  • January 2013 Automotive Retail Forecast

    New-Vehicle Retail Sales Kicking Off 2013 Ahead of Expectations

    2013-01-25

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    WESTLAKE VILLAGE, Calif.: 25 January 2013 — The January new-vehicle selling rate is off to a strong start in 2013, with the highest retail selling rate in January in five years, according to a monthly sales forecast developed by the Power Information Network® (PIN) from JD Power and LMC Automotive.


    Retail Light-Vehicle Sales


    January new-vehicle retail sales are expected to come in at 812,600 vehicles, which represents a seasonally adjusted annualized rate (SAAR) of 12.9 million units, and well ahead of the expected 12.4-million-unit annual level for 2013. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

    “The year is off to a fast start, which bodes well for the remainder of 2013,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “Building on the momentum the industry has been gaining over the past two years, sales remain on a trajectory to return to pre-recession levels within the next few years.”


    U.S. Retail SAAR—January 2012 to January 2013
    (in millions of units)



    Total Light-Vehicle Sales


    Total light-vehicle sales in January 2013 are projected to reach 1,027,700 units, an eight percent increase from January 2012. Fleet share is expected to reach 21 percent, considerably lower than the 25 percent share in January 2012, signaling continued discipline in the industry-related rental car fleet sales.


    1 Figures cited for January 2013 are forecasted based on the first 15 selling days of the month.
    2 The percentage change is adjusted based on the number of selling days in the month (25 days in January 2013 vs. 24 days in January 2012).

    Sales Outlook


    Based on a strong finish in 2012 and a higher-than-expected pace to begin 2013, LMC Automotive is increasing its 2013 U.S. forecast for total light-vehicle sales by 100,000 units to 15.1 million. In addition, the outlook for retail light-vehicle sales increases to 12.4 million units from 12.2 million units for 2013.

    “The global industry is looking for the United States to offset risk in Europe and potentially slower growth in the emerging markets in 2013,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “The good news is that the U.S. market is primed to over-deliver as the recovery heats up. The concern now is shifting from the continuing recovery to whether the automotive supply base will be able to keep up with hearty demand.”
     


    North American Production


    North America light-vehicle production was 15.4 million units in 2012, 18 percent higher than in 2011, marking the first time since 2007 that North American production has surpassed 15.0 million units.

    Vehicle inventory returns to an ideal level in early January to a 59-day supply, compared with 69 days in December. A strong sales pace in November and December 2012, coupled with the holiday production shutdown period in late 2012, drove inventory down to the current level. Overall, there are approximately 3.1 million units currently available on dealer lots or in transit–an increase of about 600,000 units from January 2012. 

    LMC Automotive projects the 2013 North American production to be 15.9 million units in 2013, a three percent increase from 2012, with further upside potential contingent on the pace of demand in the first half of the year. For 2014, the North American production forecast is expected to increase to 16.6 million units. 

    “With inventory in check and demand remaining strong, all indications suggest that production levels–and automotive supplier profits–will be at a high pace during 2013 for North America,” said Schuster.


    About JD Power and Associates


    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.


    About The McGraw-Hill Companies


    The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at www.mcgraw-hill.com.


    About LMC Automotive


    LMC Automotive, formerly JD Power Automotive Forecasting, is the premier supplier of automotive forecasts and intelligence to an extensive client base of automotive manufacturer, component supplier, logistics and distribution companies, as well as financial and government institutions around the world. LMC’s global forecasting services encompass automotive sales, production and powertrain expertise, as well as advisory capability. LMC Automotive has offices in the United States, the UK, Germany, China and Thailand and is part of the Oxford, UK-based LMC group, the global leader in economic and business consultancy for the agribusiness sector. For more information please visit www.lmc-auto.com.


    Media Relations Contacts:


    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Emmie Littlejohn; LMC Automotive; Troy, Mich.; (248) 817-2100; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate


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  • 2013 U.S. Auto Claims Satisfaction Study—Wave 1

    Auto Insurance Claims Satisfaction Increases as Claimants Are Being Paid Faster

    2013-01-24

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    WESTLAKE VILLAGE, Calif.: 24 January 2013 — As repairable and total loss claims are being paid faster, overall claimant satisfaction with the auto insurance claims process increases in the fourth quarter of 2012, compared with the fourth quarter of 2011, according to the JD Power and Associates 2013 U.S. Auto Claims Satisfaction StudySM—Wave 1 released today.

    The study measures claimant satisfaction with the claims experience for auto physical damage loss. Depending on the complexity of the claim, a claimant may experience some or all of the following, which are measured in the study: first notice of loss; claim service interaction; damage appraisal; repair process; rental experience; and settlement.

    Overall, claimant satisfaction with the auto claims process in the fourth quarter of 2012 has increased by six points to 861 (on a 1,000-point scale) from the fourth quarter of 2011, primarily due to an 11-point increase in settlement satisfaction. Contributing to the improvement in settlement satisfaction are slight increases in the ratings of two attributes in this factor: fairness of the claim settlement and timing of the settlement.

    The study finds that the average time to pay claimants has decreased to 13.9 days in the fourth quarter of 2012, down from 16.4 days in the same period of 2011. While the average time to pay claimants for a repairable claim (11.8 days) has decreased by 1.3 days from the fourth quarter of 2011, the largest decrease is in the time it takes to pay total-loss claims, down by an average of 5.1 days to 18.5 days.

    “Regardless of the claim type, the faster the claimant is paid and can move forward with a repair or to replace their vehicle, the more likely they are to be satisfied,” said Jeremy Bowler, senior director of the insurance practice at JD Power and Associates. “In addition, satisfaction with the claims professional is at an all-time high, indicating that the process is becoming smoother, with more frequent updates throughout contributing to a much more satisfying experience.”

    Interestingly, while overall claim satisfaction increases and the time it takes to pay claimants decreases, the average cycle time of the vehicle repair increases by 1.2 days to 13.5 days in the fourth quarter of 2012, compared with 12.3 days in the fourth quarter of 2011.

    Satisfaction with the repair process is 862, a decrease of two points from the fourth quarter of 2011. Contributing to lower satisfaction is a decline in the percentage of vehicles being fixed right the first time—89 percent in the fourth quarter of 2012, compared with 91 percent in the fourth quarter of 2011.

    “While insurers have made significant progress in the past 12 months to improve the efficiency of the claims process, the repair providers have not kept pace,” said Bowler. “Failure to repair a vehicle correctly is critical to the customer experience as average satisfaction scores tumble over one hundred points for those who had to bring their vehicle back for repeat repairs.”

    On average, claimants who take their vehicle to a non-direct repair provider wait 16.0 days to get their vehicle back, 2.9 days longer than when they take their vehicle to a direct repair provider (13.1 days, on average). The gap in time between a direct repair provider and non-direct repair provider in the fourth quarter of 2012 has increased from only 1.8 days in the same period in 2011.  

    The 2013 U.S. Auto Claims Satisfaction Study—Wave 1 is based on responses from more than 3,000 auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed roadside assistance claims. Survey data for Wave 1 of the study was gathered in December 2012.

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at www.mcgraw-hill.com.

    Media Relations Contacts:

    Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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  • Merrill Edge Advisory and Investment Centers—Certified Call Center Program

    Merrill Edge Call Centers Recognized for Providing An Outstanding Customer Service Experience

    2013-01-22

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    WESTLAKE VILLAGE, Calif.: 22 January 2013 — Merrill Edge Advisory and Investment Centers have been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Certified Call Center ProgramSM. The Certified Call Center Program distinction acknowledges a strong commitment by Merrill Edge’s service call center operations to provide “An Outstanding Customer Service Experience.”

    To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.  As part of its evaluation, JD Power and Associates conducted a random survey of Merrill Edge customers who recently contacted its call centers in Hopewell, N.J.; Chandler, Ariz., Lincoln, R.I.; and Jacksonville, Fla.

    “Merrill Edge has shown a commitment to providing outstanding customer service in both their advisory and investment centers, and are to be congratulated for earning their second consecutive certification,” said Mark Miller, Senior Director, JD Power and Associates.  “Our research indicated that in particular, customers were very pleased with the level of courtesy provided by the Merrill Edge Representatives.”

    For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
     
    “Achieving this designation for the second year in a row acknowledges the strong commitment Merrill Edge has to providing customers with a positive experience that exceeds their expectations,” said Alok Prasad, head of Merrill Edge. “We will continue to listen to our customers, enhance their experience and deliver outstanding service to them.”

    The Call Center Certification Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

    For more information on the Call Center Certification Program, please visit JDPower.com.


    About JD Power and Associates


    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.


    About The McGraw-Hill Companies


    The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at www.mcgraw-hill.com.


    Media Relations Contacts:


    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Don Vecchiarello, Bank of America; Charlotte, N.C.; (980) 387-4899; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate


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  • Center Partners—Certified Call Center Program for Outsourcers

    Center Partners Recognized for Providing An Outstanding Customer Service Experience

    2013-01-21

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    WESTLAKE VILLAGE, Calif.: 21 January 2013 — Center Partners’ Financial Services industry support centers have been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Certified Call Center Program for OutsourcersSM. The Certified Call Center Program for Outsourcers distinction acknowledges a strong commitment by Center Partners’ service call center operations to provide “An Outstanding Customer Service Experience.”

    To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, JD Power and Associates conducted a random survey of financial services industry customers who recently contacted Center Partners’ call centers in Fort Collins, Colorado and Liberty Lake, Washington.

    “Center Partners has earned this impressive achievement by providing an outstanding customer service experience to Financial Services industry callers and are to be congratulated for their accomplishment,” said Mark Miller, Senior Director, JD Power and Associates.

    For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
     
    “We are pleased to be a part of the JD Power and Associates standard for providing an outstanding customer experience,” said David Geiger, CEO for Center Partners. “The JD Power and Associates program is consistent with our internal goals and aspirations, and, while we did work hard to meet the strict requirements, the program is right in line with the direction we’re taking our business.”

    The Certified Contact Center Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The Certified Contact Center Program for Outsourcers was launched in 2012 to evaluate similar metrics for companies that maintain contact centers on behalf of their clients.

    For more information on the Contact Center Certification Program, please visit JDPower.com.


    About JD Power and Associates


    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.


    About The McGraw-Hill Companies


    The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at www.mcgraw-hill.com.


    Media Relations Contacts:


    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Andrew Reynolds; Center Partners; Fort Collins, Colo.; (800) 519-3532; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate


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  • 2013 Avoider Study

    New-Vehicle Shoppers Are Considering More Models, as Concerns Regarding Reliability Diminish

    2013-01-16

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    WESTLAKE VILLAGE, Calif.: 16 January 2013 — As perceptions of both reliability and actual vehicle dependability improve, new-vehicle shoppers are considering more models before making their purchase decision, according to the JD Power and Associates 2013 Avoider StudySM released today.

    The study, now in its 10th year, examines the reasons consumers do not consider—or avoid—particular models when shopping for a new vehicle.

    As vehicle reliability improves across the industry, new-vehicle shoppers now consider an average of 3.3 vehicles in 2013, compared with 3.1 in 2012 and 2.9 in 2010. Additionally, fewer shoppers (21%) in 2013 purchased their vehicle without cross-shopping other models, compared with 26 percent in 2012 and 29 percent in 2010.

    The study finds that only 17 percent of new-vehicle shoppers avoid a model due to its reputation for reliability, compared with 19 percent in 2012 and 21 percent in 2009. Not only has the perception of reliability and dependability improved, but also the actual quality of vehicles has improved, as the average number of problems per 100 vehicles (PP100) after three years of ownership has decreased to 132 PP100 in 20121 from 170 PP100 in 2009.

    “Improved actual and perceived reliability has leveled the playing field, allowing many manufacturers to be considered among new-vehicle shoppers that may not have been considered in the past,” said Jon Osborn, research director at JD Power and Associates. “Factors, such as gas mileage, styling and comfort, play an important role in the decision-making process. The study findings suggest that marketing a brand image is just as important as building reliable vehicles.”

    The styling of the model, and the image it portrays, are among the primary reasons new-vehicle shoppers avoid particular models. One-third (33%) of shoppers avoid a model because they do not like its exterior look or design, while 19 percent of shoppers do not consider a model because they don’t like its interior look or design. The study finds that the image a model portrays plays an important part in avoidance. Nearly one in five (17%) new-vehicle shoppers avoid a model because they don’t like the image it portrays.

    “The impact that design and brand image have on new-vehicle shoppers is substantial,” said Osborn. “Shoppers are concerned about what the vehicle says about them as people and how it can express their individual tastes, just as much as it is about being reliable or holding its value throughout the tenure of ownership.”

    Gas mileage remains the most influential purchase reason, similar to 2012, with 15 percent of new-vehicle owners in 2013 saying it was the primary reason for purchasing their vehicle. Although young owners (under age 25) cite gas mileage as the most influential purchase reason more often than their older counterparts, owners in all age groups indicate gas mileage is the most influential purchase reason.

    Alternative Powertrain Vehicles

    New-vehicle shoppers avoid hybrid or electric vehicles because of cost/price (36%) and exterior styling (25%) more than any other reasons. Even when considering a hybrid or electric vehicle, 36 percent of shoppers cite price/payment as the primary reason for rejecting them as a purchase option. Although the cost and styling of hybrid and electric vehicles detract some shoppers from considering them, among those who purchased a hybrid or electric vehicle, 95 percent say that they did so due to gas mileage, while 62 percent say that it was due to environmental impact. “Hybrid and electric vehicle owners want to get the most out of a gallon of gas and minimize the environmental impact, even if that means spending more money to purchase the vehicle,” said Osborn.

    The 2013 Avoider Study is based on responses from approximately 31,000 owners who registered a new vehicle in May 2012. The study was fielded between August and October 2012.

    [1] Source: JD Power and Associates 2012 Vehicle Dependability StudySM

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at www.mcgraw-hill.com.

    Media Relations Contacts:

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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  • 2013 Call Center Certification—Global Experience Specialists

    Global Experience Specialists Call Centers Recognized for Providing An Outstanding Customer Service Experience

    2013-01-15

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    WESTLAKE VILLAGE, Calif.: 15 January 2012 — Global Experience Specialists (GES) has been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by GES’s service call center operations to provide “An Outstanding Customer Service Experience.”

    To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, JD Power and Associates conducted a random survey of GES customers who recently contacted its call centers in Las Vegas, Nevada.

    “GES has shown a real commitment to providing outstanding customer service, and are to be congratulated for earning their fifth consecutive certification,” said Mark Miller, Senior Director, JD Power and Associates. “Our research indicated that customers noted the concern demonstrated by GES for any issues and felt that they could get to the GES team quickly.”

    For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
     
    “GES was the first in the industry to develop a centralized call center to provide exhibitors with one-stop, hassle-free service, and our knowledgeable team continues to raise the bar in assisting exhibitors with their trade show needs,” said GES Sr. Vice President of Customer Service Chris Elam. “Earning call center certification by JD Power and Associates for five years in a row is not only a great honor, but also demonstrates GES’ commitment to providing exceptional service to our customers through our investment in the training and development of our dedicated team and in our call center’s technology .”

    The Call Center Certification Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

    For more information on the Call Center Certification Program, please visit JDPower.com.


    About JD Power and Associates


    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.


    About The McGraw-Hill Companies


    The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at www.mcgraw-hill.com.


    Media Relations Contacts:


    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Detra Page; GES; Las Vegas; (702) 263-2755; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate


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  • 2013 Alberta Multi-Family New-Home Builder Customer Satisfaction Study

    Jayman Modus Calgary Achieves Builder of Excellence Distinction in the Alberta Multi-Family Home Market  

    2013-04-14

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    WESTLAKE VILLAGE, Calif.: 13 April 2013 — Jayman Modus Calgary has been recognized as a JD Power Builder of Excellence for providing outstanding service and high customer satisfaction to buyers of new, multi-family homes, according to the JD Power and Associates 2013 Alberta Multi-Family New-Home Builder Customer Satisfaction Study.SM

    The study measures satisfaction among new homebuyers throughout the new-home purchase and early ownership experiences with builders in Alberta, and is conducted in association with the Professional Home Builders Institute of Alberta.
    To achieve this distinction, a home builder must perform within the top 20 per cent of customer satisfaction scores, which are based on benchmarks established in JD Power and Associates’ customer satisfaction research. Customer satisfaction is measured across seven factors: builder’s service/warranty staff; builder’s sales process/staff; home readiness; building/shared features; workmanship/materials; price/value; and physical design elements.
    Compared with the Alberta regional average, Jayman Modus Calgary performs particularly well in builder’s sales process/staff; home readiness; service/warranty staff; workmanship/materials; and building/shared features. 
    “We find that the high-performing builders in this segment that typically perform well in the satisfaction factors not only reap the benefits of satisfied customers, but they may also potentially generate sales leads through referrals and, thus, increase their bottom line,” said Dale Haines, senior director of the real estate and construction practice at 
    JD Power and Associates.
    “Congratulations to the 2013 Builder of Excellence. The Professional Home Builders Institute of Alberta is proud to offer customer satisfaction surveying to all Alberta new-home builders,” said Angela Tripathy, chief corporate officer at The Professional Home Builders Institute. “Receiving this award proves that the builder has embraced the core values of service excellence and made them an integral part of their customer care experience.”

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    The McGraw-Hill Companies, to be renamed McGraw Hill Financial (subject to shareholder approval), is a powerhouse in credit ratings, benchmarks and analytics for the global capital and commodity markets. Leading brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mcgraw-hill.com.

    Media Relations Contacts:

    Gal Wilder; Cohn & Wolfe; Toronto, Canada; (647) 259-3261; [email protected]
    Beth Daniher; Cohn & Wolfe; Toronto, Canada; (647) 259-3279; [email protected]
    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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  • 2013 U.S. Financial Advisor Satisfaction Study

    Positive Brand Image Increases Financial Advisor Satisfaction

    2013-04-11

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    WESTLAKE VILLAGE, Calif.: 11 April 2013 — As investor confidence grows and perceptions of wealth management firms improves, so do advisor perceptions of their firm—particularly among independent advisors—according to the JD Power and Associates 2013 U.S. Financial Advisor Satisfaction StudySM released today.

    Key Findings

    • Satisfaction among independent advisors has improved by 29 points since 2010, compared with a 12-point increase among employee advisors during the past two study cycles.
    • Highly satisfied advisors want their firm or broker-dealer to focus on customers, not just profits.
    • More than one-third (36%) of employee advisors and 23 percent of independent advisors (31% combined) are indifferent toward their firm or broker-dealer, making them at risk for changing firms.

    The study measures satisfaction among both employee advisors (those who are employed by their investment services firm) and independent advisors (those who are affiliated with a broker-dealer but operate independently). The study examines nine key drivers of employee advisor satisfaction (in order of importance): firm performance; compensation; contact; people; job duties; work environment; products and offerings to clients; technology; and services and support offered to financial advisors.  

    The study also examines eight key drivers of independent advisor satisfaction (in order of importance): firm performance; people; contact; job duties; compensation; technology; products and offerings to clients; and services and support offered to financial advisors.

    While overall satisfaction among employee advisors is relatively unchanged in 2013, compared with 2012, it is up 12 points (on a 1,000-point scale) since 2010, while overall satisfaction among independent advisors increases 20 points from 2012 and 29 points since 2010.

    “Generally speaking, individuals are happier when they are successful, and a financial advisor’s success is heavily dependent on the relationships they are able to develop with their clients,” said Craig Martin, director of investment services at JD Power and Associates. “The brand image of the firm an advisor works for or is affiliated with may have a direct impact on their client relationships and, as a result, may strongly influence advisor satisfaction. Advisor satisfaction is based on more than just firm brand image, but when client relationships are potentially harmed, it raises questions about the risks and rewards of being affiliated with a firm.”

    The study finds that the majority of advisors fall into one of two categories: those who have high satisfaction and are “dedicated” to their investment services firm or broker-dealer; and those who are less satisfied and are  “indifferent,” or those who lack a strong attachment that might otherwise impact their decision to remain with or leave a firm. 

    Dedicated advisors say they either “definitely will” or “probably will” remain with their current firm in the next year because they believe the firm is a good place to work; has strong cultural values and beliefs; and is focused on the customer rather than on the bottom line. Indifferent advisors, as a group, are not as satisfied with their firm or broker-dealer, but remain there because they have a financial incentive to stay; don’t have a good reason to leave; or are under contract and can’t leave.

    The study finds that 45 percent of employee advisors and 44 percent of independent advisors are dedicated (45% combined), while 36 percent of employee advisors and 23 percent of independent advisors are indifferent (31% combined). 

    “With indifferent advisors, because there is no strong connection to their firm, they are likely to be more open to discussions and opportunities with another firm or broker-dealer if the right offer comes along,” said Martin.  “Additionally, when an advisor leaves, they usually take a large percentage of their clients with them. That means the firm or broker-dealer not only loses an advisor, but also customers, and one of their competitors gains both. Given this combined effect, there’s potentially a substantial positive economic impact on the firms or broker-dealers that are able reduce their number of indifferent employee advisors and improve advisor retention.”

    So how can firms improve advisor satisfaction and increase loyalty? Findings from the study show that it begins with a positive corporate culture—being honest and focusing on customers–and providing advisors with the tools and support they need to effectively service their clients. One of the key areas of advisor support is problem prevention and resolution.

    “The study finds that more than 40 percent of advisors experienced a problem, such as a computer issue or paperwork error, in the past 12 months,” said Martin. “Limiting the number of problems and ensuring effective problem resolution processes are in place are key components of advisor satisfaction.”

    Advisor Satisfaction Rankings

    Edward Jones ranks highest in overall satisfaction among employee advisor firms, with a score of 907, and performs particularly well in the work environment, job duties and firm performance factors. Raymond James & Associates, Inc., ranks second overall (891), and performs well in the compensation and firm performance factors.

    Commonwealth Financial Network ranks highest in overall satisfaction among independent advisor firms with an overall score of 945. The firm also earns high scores in the firm performance, people and job duties factors. Cambridge Investment Research, Inc., ranks second (895) and Raymond James Financial Services ranks third (879).

    The 2013 U.S. Financial Advisor Satisfaction Study is based on responses of more than 2,500 financial advisors. Survey sample and industry weighting was provided by Qualified Media and Investment News. The study was conducted between October 2012 and February 2013.

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    The McGraw-Hill Companies, to be renamed McGraw Hill Financial (subject to shareholder approval), is a powerhouse in credit ratings, benchmarks and analytics for the global capital and commodity markets. Leading brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mcgraw-hill.com.

    Media Relations Contacts:

    Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
    John Tews; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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  • 2013 Utility Website Evaluation Study

    Mobile Online Experiences at Utility Websites Failing to Meet Customers’ Expectations

    2013-04-10

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    WESTLAKE VILLAGE, Calif.: 10 April 2013 — An increasing number of customers are using their mobile device to access their utility’s website, which is a less satisfying experience than their experience on a desktop computer, according to the JD Power and Associates 2013 Utility Website Evaluation StudySM (UWES) released today.

    Key Findings

    • Overall customer satisfaction with the usefulness of utility websites is 416 (on a 500-point scale).
    • Two key tasks driving overall satisfaction with utility websites are the ability to review account information and make a payment.
    • Satisfaction with the desktop experience for electric-only utilities is 424, outperforming gas-only utilities at 410.

    The study finds that 26 percent of customers visit their utility’s website via their smartphone, compared with 16 percent in 2012. Customer satisfaction with their mobile website experience averages 403 (on a 500-point scale). In comparison, overall satisfaction among customers using a desktop computer to visit their utility’s site is 416.

    Satisfaction is highest for the most-often-used, high-volume functions, such as logging in, reviewing account information and making a payment. However, satisfaction is lower for more complicated functions, such as setting up an online account, researching energy-saving information, finding gas leak information and updating utility service.  

    “Many utility companies are using sites developed as long as a decade ago, and some do not have the budget to update or upgrade their sites,” said Andrew Heath, senior director at JD Power and Associates. “As a result, the sites haven’t evolved to keep up with customer expectations.”

    The study, now in its second year, examines the usability of utility websites by examining 12 tasks: set up an online account; account log in; view consumption history; review account information; make a payment; research energy saving information; update service; report outages; view outages; locate contact information; perform account and profile maintenance; and locate gas leak info. The study provides utility companies with an objective assessment of the usability of their website; establishes performance benchmarks; provides improvement recommendations; and identifies best practices across the industry. In addition, the study compares customer satisfaction with utility websites to satisfaction with websites in other industries, such as insurance and credit card.

    Heath notes that customers’ expectations for their utility’s website are based on their experiences on other sites. The two most important tasks driving overall satisfaction with utility websites are reviewing account information and making a payment. Although customer satisfaction with the ability to review account information is higher than it is with most of the other tasks, it still falls short when compared to the same task on a credit card company’s website1.  

    “If customers struggle to use the website, then they often go to other channels, such as calling the utility company’s call center, which is a much more costly transaction for the utility,” said Heath. “Investing in the website may save utility companies money, as well as increase overall customer satisfaction.”

    One critical time when customers may need to access their utility’s website from a mobile device is during a power outage. “If they can’t use their computer or their phones are out, customers may not have any other means to report an outage or get information regarding when power will be restored,” said Heath. “During a power outage, communication with customers is critical for immediate and long-term satisfaction with the utility company. Customers know this, and satisfaction with outage tasks is highest when customers use a mobile app to complete these tasks.” 

    Among the 75 utility companies included in the study, AEP, OG& E and Southern Company perform particularly well in overall customer satisfaction with utility websites when viewed from a desktop computer. DTE Energy, FirstEnergy and Public Service of New Hampshire perform well in overall satisfaction among customers who view the website from a mobile device. 

    The 2013 Utility Website Evaluation Study (UWES) is based on evaluations from more than 11,000 electric and/or gas residential customers, with 2,819 providing feedback about their online experience using a mobile device. The 75 largest U.S. electric and/or gas companies are included in the study, which was fielded in February and March 2013.

    1JD Power and Associates 2012 U.S. Credit Card Satisfaction Study.SM  

    About JD Power and Associates

    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

    About The McGraw-Hill Companies

    The McGraw-Hill Companies, to be renamed McGraw Hill Financial (subject to shareholder approval), is a powerhouse in credit ratings, benchmarks and analytics for the global capital and commodity markets. Leading brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mcgraw-hill.com.

    Media Relations Contacts:

    Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
    John Tews; Troy, Mich.; (248) 680-6218; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. www.jdpower.com/corporate

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