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  • March Automotive Forecast

    New-Vehicle Selling Rate in March Keeps Pace with Strong Year-to-Date Rate

    2013-03-21

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    WESTLAKE VILLAGE, Calif.: 21 March 2013 — New-vehicle sales remain strong in March, as both the light-vehicle retail selling rate and the total light-vehicle rate are consistent with February’s performance at 12.1 million units and 15.3 million units, respectively, according to a monthly sales forecast developed by the Power Information Network® (PIN) from JD Power and LMC Automotive.


    Retail Light-Vehicle Sales


    March new-vehicle retail sales are expected to come in at 1,158,000 vehicles, which represent a seasonally adjusted annualized rate (SAAR) of 12.1 million units, with volume approaching a double-digit increase from March 2012. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

    The average new-vehicle customer-facing retail transaction price ($28,504) is up 3 percent from March 2012. Leases account for 23.1 percent of new-vehicle retail transactions in March 2013, up from 20.0 percent in March 2012.

    In addition, the percentage of retail sales financed with a 72-month or longer loan is at record levels, reaching 32.1 percent in March 2013, an increase from 30.4 percent in March 2012.


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



    “While longer loan terms have traditionally been a cause for concern to the industry due to the risk of purchase cycle extension, it is not necessarily as daunting as it may seem.” said John Humphrey, senior vice president of the global automotive practice at JD Power and Associates. “The longer loans are being offset by more leasing and the low interest environment, which means that consumers are able to put more of their monthly payment towards their loan principal rather than interest fees.”

    Humphrey also notes that strong used-car values mean that consumers have more equity in their trades and can finance lower amounts. In addition, consumers who may have been shut out of the market in recent years are finding that a longer loan makes buying a new vehicle affordable.   


    Total Light-Vehicle Sales


    Total light-vehicle sales in March 2013 are projected to reach 1,465,100 units, an 8 percent increase from March 2012, with a selling rate that is consistent with the expected performance for the year. Fleet share is expected to hold at 21 percent.


    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons




    1 Figures cited for March 2013 are forecasted based on the first 14 selling days of the month.
    2 The percentage change is adjusted based on the number of selling days in the month (27 days in March 2013 vs. 28 days in March 2012).


    Sales Outlook


    The outlook for 2013 remains strong and consistent with the pace expected to be set in the first quarter. LMC Automotive is holding its 2013 U.S. forecast for total light-vehicle sales at 15.3 million units and the retail light-vehicle forecast at 12.5 million units.
     
    “Building on the current performance, we expect the economic environment to improve throughout 2013, as the likelihood of a dark cloud slowing the recovery pace diminishes,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Consumers do not appear phased by headwinds from Washington, as growth in auto sales are outperforming earlier expectations.”
     


    North American Production


    Vehicle production in North America is up three percent through February 2013, compared with the same period in 2012. Production of models in the compact segment is outpacing the total market, up seven percent thus far in 2013. Production of vehicles in the midsize and large segments has increased 1 percent and likely will hold in a slower growth position as General Motors readies the ramp-up of its redesigned large pickups. Production of compact cars and compact premium CUVs is up 15 percent in the first two months of 2013, driven by the addition of the Dodge Dart, Nissan Leaf and the redesigned Acura RDX.
     
    Vehicle inventory levels in early March increase to a 64-day supply, compared with 74 days in February. Overall, there are nearly 3.2 million units currently available on dealer lots or in transit–an increase of approximately 600,000 units from March 2012. Both car and truck inventories have dropped approximately 10 days from last month. Cars began March with a 61-day supply and trucks with a 68-day supply.

    LMC Automotive’s forecast for North American production remains at 15.9 million units for 2013, an increase of three percent from 2012.

    “While there is a significant amount of activity below the topline production in 2013–from more than 50 new-model ramp-ups to reduced exports to Europe–the underlying trend remains positive and on target for 2013 to improve from 2012,” 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. Wireless Smartphone Satisfaction Study—Volume 1 and 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 1

    Customer Satisfaction with Feature-Rich Smartphones Increases as the Segment’s Popularity Continues to Rise

    2013-03-21

    jdp-root

    WESTLAKE VILLAGE, Calif.: 21 March 2013 — Overall satisfaction among smartphone customers increases significantly as manufacturers continue to improve styling, feature sets, usability and software, according to the JD Power and Associates 2013 U.S. Wireless Smartphone Satisfaction StudySM—Volume 1 and the JD Power and Associates 2013 U.S. Wireless Traditional Mobile Phone Satisfaction StudySM—Volume 1, both released today.

    Key Findings

    • Nearly two in 10 (17%) smartphone customers experience a software or device malfunction.
    • Smartphone customers spend an average of 115 minutes per week using social networking applications on their device.
    • Smartphone customers spending more than 100 minutes per week on social apps are 14% more likely to recommend their smartphone model than those that spend 100 minutes or less on social apps.

    The studies measure satisfaction with traditional wireless handsets and smartphones among customers who have used their current mobile device for less than one year. Satisfaction is measured in several key factors. In order of importance, the key factors of overall satisfaction with traditional mobile phones are performance (29%); ease of operation (26%); physical design (24%); and features (21%). For smartphones, the key factors are performance (33%); physical design (23%); features (22%); and ease of operation (22%).

    The Wireless Smartphone Satisfaction Study finds that satisfaction among smartphone customers is 796 (on a 1,000-point scale), an increase of 22 points from 2012. This improvement is likely due to a growing array of new features and services being offered that are providing a seamless product experience between the operating system functions and third-party apps. While satisfaction in all factors of the smartphone customer experience increases from 2012, satisfaction has increased the most in performance (26 points), as a few key attributes, such as operating system reliability, processing speed and video/camera picture quality, have improved significantly.

    “As the capabilities of wireless phones and their applications continue to expand, and as customers grow more reliant on their device, handset manufacturers have an opportunity to further shape the customer experience and impact satisfaction with better integration of services and more communication options, such as video chat,” said Kirk Parsons, senior director of telecommunications services at JD Power and Associates. “It is important, however, that manufacturers meet the expectations of those customers who take advantage of such offers by ensuring the features are intuitive and, ultimately, rewarding to them. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and rewarding wireless experience.” 

    Among traditional mobile phone customers, overall satisfaction has remained virtually unchanged during the past two years. However, among the 42 percent of traditional handset customers who indicate they are likely to purchase a new mobile phone in the next 12 months, 76 percent say they “definitely will” or “probably will” upgrade to a smartphone.  

    “Satisfaction remains relatively unchanged among traditional mobile phone customers, likely as a result of heightened awareness of advanced services available on smartphones and the lack on new device offerings with upgraded feature sets,” said Parsons.  

    For the ninth consecutive study, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 855 and performs particularly well in physical design and ease of operation. 

    For the third consecutive study, LG ranks highest among traditional mobile phones with a score of 719. LG performs particularly well in the physical design and features factors. Nokia (714) follows LG in traditional mobile phone rankings.

    The 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 1 and the 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 1 are based on experiences evaluated by 9,767 smartphone customers and 6,759 traditional mobile phone customers. Both studies were fielded between July and 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:

    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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  • Call Center Certification—Bank of America Merrill Lynch Retirement Services

    Bank of America Merrill Lynch Retirement Contact Centers Recognized for Providing An Outstanding Customer Service Experience for a Ninth Consecutive Year

    2013-03-20

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    WESTLAKE VILLAGE, Calif.: 20 March 2013 — Bank of America Merrill Lynch has been recognized for call center operation customer satisfaction excellence for a ninth consecutive year under the JD Power and Associates Certified Call Center ProgramSM. The Certified Call Center Program distinction acknowledges a strong commitment by the Bank of America Merrill Lynch Retirement Contact Centers’ 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 Bank of America Merrill Lynch customers who recently contacted its call centers in Hopewell, N.J. and Jacksonville, Fla.

    “Bank of America Merrill Lynch Retirement Services is to be congratulated for earning their ninth consecutive certification which demonstrates a true commitment to providing outstanding customer service,” said Mark Miller, Senior Director, JD Power and Associates. “The Bank of America Merrill Lynch team has made the satisfaction of their clients a priority and that comes through loud and clear according to our research.”

    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.
     
    “We are committed to delivering an outstanding service experience, one connection at a time, to the millions of individuals who participate in our financial benefit plans,” said Kevin Crain, head of Institutional Retirement & Benefit Services for Bank of America Merrill Lynch.  “Being recognized for this by JD Power and Associates now for nearly a decade reflects this, along with our commitment to helping plan participants improve their financial wellness and achieve their goals.”

    “Consistently providing a high quality service experience allows us to strengthen our client relationships and attract new ones,” said Kim Kasin, Business Operations Executive for Bank of America Global Wealth & Investment Management (GWIM). “Participation in this certification program gives us an objective benchmark to measure how well we service our clients, as well as where we can do better.”

    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]
    Matthew Card; Bank of America Communications; Chantilly, Va.; (617) 434-1388; [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 Single-Family New-Home Builder Customer Satisfaction Study—Edmonton

    Coventry Homes Inc., Dolce Vita Homes and Landmark Legacy Homes Inc. Achieve Builder of Excellence Distinction in the Edmonton Single-Family Home Market

    2013-03-17

    jdp-root

    WESTLAKE VILLAGE, Calif.: 16 March 2013 — Three builders of new, single-family homes—Coventry Homes Inc., Dolce Vita Homes and Landmark Legacy Homes Inc.—have each been recognized as a JD Power Builder of Excellence for providing outstanding service and high customer satisfaction, according to the JD Power and Associates 2013 Alberta Single-Family New-Home Builder Customer Satisfaction StudySM released today. 

    The study measures satisfaction among new homebuyers throughout the new-home purchase and early ownership experiences with builders in the Edmonton region 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 eight factors: builder’s service/warranty staff; builder’s sales process/staff; home readiness; construction site/team; workmanship/materials; price/value; physical design elements; and design centre/décor centre.

    Compared with the Edmonton regional average, Coventry Homes Inc., Dolce Vita Homes and Landmark Legacy Homes Inc. all perform particularly well in the construction site/team; home readiness; physical design elements; service/warranty staff; and builder’s sales process/staff factors.  

    This is the second consecutive year that Dolce Vita Homes has been recognized as a JD Power Builder of Excellence in the Edmonton region.

    “In the Edmonton market, overall satisfaction among new homebuyers is at the highest level since 2008,” said Dale Haines, senior director of the real estate and construction practice at JD Power and Associates. “Edmonton home builders are continuing to improve home quality, accuracy and timely communication with their customers, as well as effective resolution of outstanding construction issues.”

    According to Haines, while builders strive to deliver defect-free homes, documenting any outstanding construction issues at walk-through helps reduce the number of surprises and, potentially, disappointment that new-home buyers may experience. 

    “Congratulations to the 2013 Builders 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 (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:

    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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  • 2012 Japan Light-Duty Truck Ownership Satisfaction Study

    Understanding the Optimal Frequency and Content of Sales Calls Contributes to Improvement in Satisfaction among Light-Duty Truck Owners in Japan

    1970-01-01

    jdp-root

    TOKYO: 14 March 2013 — Overall satisfaction is higher among light-duty truck owners who receive sales calls from dealer sales representatives at least once a month, according to the JD Power Asia Pacific 2012 Japan Light-Duty Truck Ownership Satisfaction StudySM released today.

    The study measures overall satisfaction with light-duty truck manufacturers and their authorized dealers among commercial fleet owners, including managers of truck freight companies. Satisfaction is determined by examining four key factors (in order of importance): service (45%), sales (31%), vehicle (13%) and cost (11%). Overall satisfaction scores are calculated based on owner evaluations of 62 attributes.

    Following rebuilding demand after the Great East Japan Earthquake, as well as replacement demand following implementation of the Post New Long-Term Regulations of diesel emissions, industry-wide unit sales of light-duty trucks (small four-wheel trucks) from January to October 2012 exceeded the prior-year level. However, while year-over-year unit sales have increased, overall owner satisfaction averages 631 (on a 1,000-point scale) in the 2012 study, which is unchanged from 2011.

    The study finds a direct correlation between the frequency of sales calls from sales representatives of truck manufacturers’ authorized dealers and increased owner satisfaction. Satisfaction increases among owners who receive sales calls at least once a month exceeds the industry average by 25 points. Furthermore, scores are highest among owners who receive sales calls nearly every week, which is 72 points higher than the industry average. However, overall satisfaction among owners who receive fewer calls–one every two to three months or less than once a month–is lower than industry average.

    Satisfaction is higher among owners who receive calls for the purpose of providing useful information, such as after-sales follow-up; providing information on other products and services or industry trends; or proposing operational improvements.
     
    “Ultimately, understanding the individual needs of light-duty truck owners is critical to maintaining high levels of satisfaction, but a quantitative increase in sales activity in the form of appropriate sales call frequency and qualitative improvement in the purpose of calls may play a key role in increasing satisfaction,” said Taku Kimoto, executive director of the automobile division at JD Power Asia Pacific, Tokyo.

    The study also finds that the installation of drive recorders, which captures video and driving data before and after driving incidents such as sudden acceleration or deceleration, has continued to increase during the past five years. For the industry overall, 28 percent of fleet owners indicate having installed drive recorders. Among the fleet owners included in the study, more than one-half of the operators of large fleets (31 or more vehicles) have already installed or are considering installing drive recorders. The Japan Trucking Association operates a subsidy program and in 2012 began subsidizing a new type of drive recorder that utilizes a smartphone, which is likely to further spur installation.

    “Fleet operators who have already installed drive recorders tend to indicate higher frequency of calls from sales representatives than operators who have not installed recorders, and a higher proportion of these operators report receiving information concerning industry trends,” said Kimoto. “Because these devices may have a positive impact on the areas of cost, environmental performance and safety, such as improvements in operation control and safety measures, owners may benefit from continuous efforts to promote installation during routine sales activities.”

    The study finds that the percentages of owners who say they “definitely will” purchase a vehicle from the same manufacturer again and “definitely will” use after-sales services from the same dealer again increase in direct proportion to overall owner satisfaction. Notably, among owners who are highly satisfied (satisfaction scores above 800), approximately one-half say they “definitely will” purchase and “definitely will” use the same dealer again.

    Among the five brands included in the study, Hino and Toyota rank highest, in a tie, with overall satisfaction scores of 645 each. Hino performs particularly well in the sales, vehicle and cost factors, while Toyota performs particularly well in the service factor. Following in the rankings are UD Trucks (633), Isuzu (629) and Mitsubishi Fuso (625).

    Now in its sixth year, the 2012 Japan Light-Duty Truck Ownership Satisfaction Study is based on 3,374 responses from 2,190 fleet operators, each of which evaluated up to two manufacturers. The study was fielded between November and December 2012.

    The Japan Light-Duty Truck Ownership Satisfaction Study is one of 10 benchmark studies conducted by JD Power Asia Pacific in Japan. Other studies conducted by JD Power Asia Pacific include:

    • The Japan Winter Tire Customer Satisfaction Index Study
    • The Japan Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process
    • The Japan Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to nine months of ownership
    • The Japan Customer Satisfaction Index (CSI) Study, which measures overall customer satisfaction with service performed at automotive dealer facilities
    • The Japan Automotive Performance, Execution and Layout (APEAL) Study, which measures what excites and delights owners about their new vehicle’s performance and design during the first two to nine months of ownership
    • The Japan Original Equipment Tire Satisfaction Index Study, which measures customer satisfaction with original equipment tires equipped on new vehicles
    • The Japan Navigation Systems Customer Satisfaction Index Study, which measures customer satisfaction with original equipment and aftermarket navigation systems
    • The Japan Replacement Tire Satisfaction Study
    • The Japan Heavy-Duty Truck Ownership Satisfaction Study, which measures customer satisfaction with heavy-duty truck manufacturers and their respective local authorized truck dealers

    About JD Power Asia Pacific

    JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    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.

    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. Customer Service Index (CSI) Study

    Manufacturer and Dealer Investments in Service Department and Employees Pay Off, As Overall Customer Satisfaction with Dealer Service Facilities Continues to Improve

    2013-03-13

    jdp-root

    WESTLAKE VILLAGE, Calif.: 13 March 2013 — Recent investments made by automakers and dealers in improving the customer service experience are paying off in terms of more highly satisfied and loyal service customers, according to the JD Power and Associates 2013 U.S. Customer Service Index (CSI) StudySM released today.

    Key Findings
    • Overall customer satisfaction with service at a dealer facility has increased to 797, up significantly from 787 in 2012.
    • More than three-fourths (77%) of customer visits to dealer service departments are for vehicle maintenance, up from 72 percent in 2012.
    • Three of the 11 luxury brands and five of the 19 mass market brands have improved in overall satisfaction by at least 20 points.

    The study finds that overall customer satisfaction with service at a dealer facility has increased to 797 (on a 1,000-point scale), a significant improvement from 787 in 2012 and up by 29 points since 2011. Additionally, overall satisfaction with dealer service facilities averages 44 index points higher than satisfaction with independent service facilities, a gap that has expanded by six points from 2012.

    “Manufacturers have made large investments in their retail programs, and dealers have made significant investments in key customer touch-points–people, improved processes and customer waiting areas—which are having a profoundly positive impact on their customers,” said Chris Sutton, senior director at JD Power and Associates. “Dealerships are placing more emphasis on the service advisor’s role, which is essential to effectively handling service customers. Having a skilled, trained advisor is vital for a positive customer experience.”

    The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer service performance during the first three years of new-vehicle ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.

    The study finds that owners visit a dealer service department an average of 2.6 times per year, most frequently for vehicle maintenance. The shift in the proportion of maintenance work to repair work is one of the contributing factors to the increase in overall satisfaction. More than three-fourths (77%) of vehicle owners indicate that their most recent dealer service visit was for maintenance, such as an oil change or tire rotation, an increase from 72 percent in 2012 and 63 percent in 2011.

    Overall satisfaction among owners who took their vehicle to a dealership for maintenance work averages 806, compared with 768 among those who took their vehicle in for repair work. Among owners who visited an independent service station, overall satisfaction averages 754 for maintenance work and 750 for repairs. Satisfaction with both maintenance and repair work conducted at dealer and non-dealer service stations is slightly higher among owners of premium vehicles than among owners of non-premium vehicles.  

    “The service mix continues to shift to maintenance and away from repairs, which is a testament to the improvement in vehicle quality and dependability,” said Sutton. “Owner satisfaction is generally higher for maintenance than for repairs for several reasons, primarily because maintenance tends to be less expensive and time-consuming and can be scheduled and completed at the owner’s convenience.”

    When excluding complimentary service, service customers spend less out-of-pocket per visit at their dealership, compared with 2012 ($118 vs. $125, respectively); however, this amount remains higher than the average spent per visit at an independent service station ($44). Owners of premium vehicles spend an average of $198 per dealer visit, compared with $31 when they visit an independent service station, while owners of non-premium vehicles spend an average of $108 per dealer visit and $45 per visit to an independent service station.  

    Higher Service Satisfaction Equals Higher Loyalty
    The study finds a direct correlation between service satisfaction and loyalty. Overall, 79 percent of vehicle owners indicate they “definitely will” return to their dealership for maintenance and repairs covered under their vehicle’s warranty, and 64 percent indicate they “definitely will” return to the dealership for service work after their vehicle’s warranty expires.  However, loyalty increases dramatically among vehicle owners who are “delighted” (satisfaction scores of 901 and higher) with their service experience, as 96 percent indicate they “definitely will” return to the dealer service department while their vehicle is under warranty, and 89 percent indicate they “definitely will” return post-warranty. Further, 38 percent of vehicle owners overall indicate that they “definitely will” purchase or lease their next vehicle from the same brand, and increases to 59 percent among owners who are “delighted.”

    “The service experience has a profound impact on vehicle owners, not just where they take their vehicle the next time they need maintenance or repairs, but also on their next vehicle purchase,” said Sutton. “Dealers know this, and most are taking the appropriate steps to ensure their customers have the best experience possible on both the sales and service sides of the store.”

    Overall Satisfaction with Service Improves
    Overall satisfaction with dealer service improves by 10 points in 2013, compared with 2012, with gains in all five study measures. Among the 30 rank-eligible brands, 28 improve in service satisfaction from 2011, with eight brands improving by at least 20 points.

    Additionally, overall satisfaction improves across all five study measures, with the largest year-over-year gains in service facility and vehicle pick-up, which also includes vehicle owner perception of the fairness of the charges.

    “While there are a lot of things dealers can’t control, such as the product and the incentive levels on the sales side, one thing they can control is the service they provide,” said Sutton. “When new-vehicle sales dropped in 2008, dealers increased their focus on service, and that attention on the service customer continues today.”

    Highest-Ranked Nameplates
    Lexus ranks highest in satisfaction with dealer service among luxury brands for a fifth consecutive year. Lexus achieves an overall CSI score of 862 and performs particularly well in service initiation, service facility and service quality. Rounding out the five highest-performing nameplates in the luxury segment are Cadillac (858); Jaguar (856); Acura (852); and Infiniti (848).

    Three of the 11 luxury brands improve their index score by 20 or more points, compared with 2012, with Land Rover achieving the greatest year-over-year improvement (+29 points). Infiniti improves by 24 points and Lincoln by 23.

    Among mass market brands, GMC ranks highest with a score of 819. GMC performs particularly well in service initiation, service advisor, service facility and service quality. Rounding out the five highest-performing brands in the mass market segment are MINI (810); Buick (809); Chevrolet (806); and Volkswagen (804).

    Five of the 19 mass market brands improve their index score by at least 20 points, compared with 2012, with Scion improving 24 index points, Nissan and Dodge each improving by 23 points. Mitsubishi improves by 22 points and Chrysler by 20.

    JD Power and Associates offers the following tips for consumers regarding vehicle service at their dealership:

    • When possible, schedule your dealer service appointment in advance. Customers who have an appointment tend to be more satisfied with their overall service experience than do those without an appointment due to dealer ability to appropriately prepare for the visit.
    • If your vehicle has to remain at the dealership for maintenance or repairs, ask the service advisor for a loaner vehicle. Many dealerships have a fleet of vehicles customers may borrow while their vehicle is in for service.
    • Following maintenance or repair work on your vehicle, ask for a vehicle inspection report, and review it with your service advisor.

    The 2013 U.S. CSI Study is based on responses from more than 91,000 owners and lessees of 2008 to 2012 model-year vehicles. The study was fielded between October and December 2012. JD Power and Associates measures dealer service in various countries around the world, including Australia, Canada, China, Germany, India, Indonesia, Japan, Malaysia, Mexico, the Philippines, Taiwan, Thailand and the UK.

    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 Vacuum Customer Experience Benchmark Study

    Miele Ranks Highest in Customer Satisfaction with Both Upright and Canister Vacuums

    2013-03-13

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    WESTLAKE VILLAGE, Calif.: 13 March 2013 — Miele again ranks highest in customer satisfaction with upright vacuums and also ranks highest in satisfaction with canister vacuums, a newly created segment for 2013, according to the JD Power and Associates 2013 Vacuum Customer Experience Benchmark StudySM released today.
     
    Key Findings
    • Performance and ease of use are the most important factors among customers of both canister and upright vacuums.
    • On average, there is only a $23 gap in price between canister ($244) and upright ($221) vacuums.
    • Suction power is the highest-rated attribute among both canister and upright vacuum customers, and is the only attribute to receive a rating above eight (on a 10-point scale).

    Now in its second year, the study measures satisfaction with upright and canister vacuums by examining six key factors: performance; ease of use; features; styling; price; and warranty. The benchmark study is designed to help customers with purchase decisions and to assist manufacturers in their efforts to meet customer needs.

    Satisfaction scores among the 13 upright vacuum brands and the 10 canister vacuum brands included in the study are similar: the upright vacuum segment average is 752 (on a 1,000-point scale), compared with 756 in the canister vacuum segment.  
    Miele ranks highest in the upright segment (816) and performs particularly well in the performance, styling and features factors. Dyson follows Miele in the upright vacuum segment (810), achieving high scores in ease of use and warranty. 
    Miele also ranks highest in the canister segment (805), performing particularly well in performance, ease of use and features. Dyson (789) follows Miele, performing well in styling. Notably, Shark earns among the highest scores in the price factor in both segments and performs above average in each segment on price.  
    “While customers of both upright and canister vacuums place a high importance on performance and ease of use, upright vacuum customers are more price sensitive,” said Christina Cooley, senior manager of the home improvement industries practice at JD Power and Associates. “However, it is interesting to note that across the study, there is only a $23 gap between the average prices of canisters ($244) and uprights ($221).”
    Suction power is the highest-rated attribute in both segments, and is the only attribute to receive a rating above eight (on a 10-point scale).
    “The majority of brands deliver on the basic operational function of the vacuum itself,” said Cooley. “This creates an opportunity for both upright and canister brands to differentiate themselves in the areas of ease of use and other value-add features of their vacuums.”
    Overall, customers experience very few problems with their vacuum in the first year of ownership, with similar levels among customers of both upright and canister vacuums (3% vs. 4%, respectively).
    JD Power and Associates offers the following tips to consumers who are shopping for a vacuum cleaner: 
    • When considering an upright or canister vacuum, focus on your needs. Based on the layout of your home, floor types, and specific needs (e.g., pets and allergies), determine which type and brand of vacuum will be best for you.
    • There is a significant price difference across brands. Rather than making a quick decision for the short term, invest in a vacuum for the long term to ensure your needs are met and to maximize the cost of use over time.
    • Do not assume a vacuum with more features is necessarily better. It is more important to purchase a vacuum that meets your specific needs.
    The 2013 Vacuum Customer Experience Benchmark Study is based on responses from more than 5,000 customers who purchased an upright vacuum and/or a canister vacuum from February 2012 to 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 (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 U.S. Business Wireless Service Satisfaction Study

    Customer Service and Cost of Service Drive Higher Satisfaction among Wireless Business Customers

    2013-05-30

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    WESTLAKE VILLAGE, Calif.: 30 May 2013 — Overall satisfaction in both the very small business segment and the small/medium size business segment is significantly higher in 2013, compared with 2012, according to the JD Power & Associates 2013 U.S. Business Wireless Service Satisfaction StudySM released today.

    Key Findings

    • Overall customer satisfaction among wireless business customers improves 20 index points to 694.
    • Among customers who contacted their wireless provider’s customer service during the past six months, 67 percent indicate that their problem was resolved on the first contact.
    • Customer spending on voice and data services has increased an average of $81 per month.

    Now in its ninth year, the study measures overall satisfaction among very small business customers (companies with between one and 19 employees, with a corporate service plan) and small and medium business customers (companies with between 20 and 499 employees) with their wireless voice and data services across six key factors. In order of importance, they are performance and reliability (29%); sales representatives and account executives (18%); cost of service (18%); offerings and promotions (14%); billing (12%); and customer service (8%). 

    In 2013, overall customer satisfaction among wireless business customers averages 694 on a 1,000-point scale, a significant increase from 674 in 2012. According to the study, performance across all factors improves, with customer service increasing a notable 64 index points, due to higher ratings in promptness in speaking with service representatives and timeliness in resolving problems and questions. These increases are attributed to operational improvements implemented during the past year to enhance network performance, as well as reduce call transfer rates and hold times. Not only are customer service contacts and inquiry rates by business customers down 5 percent from 2012, but issues are also being resolved in a timely manner by wireless providers. Among customers who contacted customer service during the last six months, 67 percent indicate that their problem was resolved on the first contact—up from 62 percent in 2012. 

    “It’s very encouraging to note that the customer service process is improving and that wireless business customers are reaping the financial benefits of enhanced resolution rates,” said Kirk Parsons, senior director of wireless services at JD Power & Associates. “The ability of wireless providers to successfully resolve problems on the first contact is paramount, as customers’ intention to switch their provider increases by 79 percent when more than one contact is required to resolve their problem.” 

    Satisfaction with cost of service increases by 24 index points in 2013 from 2012. However, the largest increase is in “reasonableness of prices paid for services,” with business customers in all segments perceiving more value for their money, despite increasing their spending on both voice and data services an average of $81 per month on a year-over-year basis. The study finds that a higher percentage of employers are providing data plans to employees (89% in 2013 vs. 79% in 2012). Furthermore, customer satisfaction with the quality of network service they receive from their provider is higher year over year. Network performance and reliability improves 18 points from 2012, and 57 percent of customers indicate they receive positive feedback on network quality from their employees, a 10 percent increase from 2012.

    “It’s clear that the need for business customers’ employees to have a reliable, high-quality and high-speed connection on a consistent basis for day-to-day business activities is key for improved productivity,” said Parsons. “Meeting or exceeding the service expectations of business customers is critical.”

    Among business customers who experience network connection issues, the percentage of those who will most likely switch providers in the next 12 months is nearly three times higher than the study average (27% vs. 10%, respectively). 

    Business Wireless Customer Satisfaction Results

    Verizon Wireless ranks highest in customer satisfaction in both the very small business and small/medium business segments, performing particularly well in performance and reliability and offerings and promotions. Sprint closely follows Verizon Wireless in the very small business segment, while T-Mobile ranks second in the small/medium business segment. 

    The study also finds the following key business wireless usage patterns:

    • In 2013, 27 percent of business customers that purchase handsets for their employees allow the employees to choose from a selected group of models, compared with 19 percent in 2010.
    • Just 9 percent of business customers have experienced mobile security issues within the past six months. The study finds little additional negative impact on mobile security when businesses policies allow employees to use their personal device.

    The 2013 U.S. Business Wireless Satisfaction Study is based on responses from wireless service decision-makers at more than 2,800 U.S. businesses. The study was fielded between October 2012 and February 2013. 

    About JD Power & Associates

    Headquartered in Westlake Village, Calif., JD Power & 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 & Associates is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power & Associates, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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 & Associates. www.jdpower.com/corporate

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  • EMD Serono—Certified Call Center Program

    EMD Serono Call Centers Recognized for Providing An Outstanding Customer Service Experience

    2013-05-28

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    WESTLAKE VILLAGE, Calif.: 28 May 2013 — EMD Serono has been recognized for call center operation customer satisfaction excellence under the JD Power & Associates Certified Call Center ProgramSM. The Certified Call Center Program distinction acknowledges a strong commitment by EMD Serono’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 & Associates conducted a random survey of EMD Serono customers who recently contacted its call centers in Rockland, Mass.


    “EMD Serono MS LifeLines has shown a commitment to providing outstanding customer service, and are to be congratulated for earning their second consecutive certification,” said Mark Miller, senior director, JD Power & Associates. “Our research indicated that in particular, customers were very pleased with the level of courtesy and concern provided by the EMD Serono MS LifeLines Representatives which is so critical when helping people cope with health-related issues.”


    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 & 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 honored to receive JD Power & Associates Call Center Certification program recognition for the MS LifeLines call center for a second straight year,” said James Hoyes, president of EMD Serono, Inc. “We are proud to provide support to the MS community through MS LifeLines and are pleased that the customer service excellence provided by our call center specialists continues to be recognized.”


    “The MS LifeLines’ call center is central in our being able to provide individualized support and resources to the MS community, which also include our Nurse Support Network, MS LifeLines Ambassadors and patient education programs,” said Liz Barrett, president, North America, Pfizer Specialty Care.  “We look forward to continuing our commitment to excellence in the services we provide to the MS community.” 


    The Call Center Certification Program was launched by JD Power & 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 Contact Center Certification Program, please visit JDPower.com.


    About JD Power & Associates


    Headquartered in Westlake Village, Calif., JD Power & 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 & Associates is a business unit of McGraw-Hill Financial.


    About McGraw Hill Financial


    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power & Associates, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com..


    Media Relations Contacts:


    John Tews; Troy, Mich.; (248) 680-6218; [email protected]  
    Erin-Marie Beals; EMD Serono, Inc.; Rockland, Mass.; (781) 681-2850; [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 & Associates. www.jdpower.com/corporate


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  • 2013 UK Vehicle Ownership Satisfaction Study (VOSS)

    British Automakers, Led by Highest-Ranked Jaguar, Make Key Inroads toward Vehicle Ownership Satisfaction in the UK

    2013-05-23

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    MUNICH: 24 May 2013 — With new-vehicle sales expected to increase significantly in the coming years, British automakers, led by highest-ranked Jaguar, are making key inroads toward satisfying customers with the ownership experience, according to the JD Power & Associates/What Car? 2013 UK Vehicle Ownership Satisfaction StudySM (VOSS) released today. 

    Key Findings

    • Overall satisfaction among vehicle owners in the UK averages 776 on a 1,000-point scale.

    • Vehicle appeal (31%) and ownership costs (25%) are the two key drivers of overall satisfaction.

    • Jaguar ranks highest in vehicle ownership satisfaction for a second consecutive year.

    • The Škoda Superb (830) and Škoda Yeti (828) achieve the two highest scores in the study.

    The study examines customer satisfaction with their vehicle and dealer service, based on evaluations of four key measures that comprise the overall ownership experience (in order of importance): vehicle appeal (31%), which includes performance, design, comfort and features; ownership costs (25%), which includes fuel consumption, insurance and costs of service/repair; service satisfaction (22%); and vehicle quality and reliability (22%). Overall satisfaction among vehicle owners in the UK averages 776 on a 1,000-point scale.

    With an overall score of 827, Jaguar ranks highest in vehicle owner satisfaction for a second consecutive year. Jaguar performs particularly well in the service satisfaction, vehicle appeal, and vehicle quality and reliability measures. Following Jaguar in the rankings are Lexus (818), Honda (810), Škoda (809) and Mercedes-Benz (804).

    Ranking sixth is Land Rover (790), which improves six rank positions from 2012. 

    “British automakers have made great strides in the past few years in terms of offering appealing product lines and improved service, which is something they’ve often struggled with in the past,” said Mark Lendrich, senior research manager of vehicle management in Europe at JD Power & Associates. “Current forecasts predict that new-vehicle sales will increase nearly 18 percent in the UK in the next five years1.  This puts British brands in a positive position to both retain current customers and attract new buyers.”

    At the segment level, two models from Škoda achieve the highest scores in the study. The Škoda Superb (830) ranks highest in the mid-size segment, and the Yeti (828) ranks highest in the compact SUV segment.

    Two Volkswagen models also receive segment awards. The Fox ranks highest in the city car segment and the Scirocco ranks highest in the sporty segment.

    Other models ranking highest in their respective segments include Citroën DS3 (small); Toyota Prius (compact); Jaguar XF (large and luxury); Honda Jazz (small MPV); and Mercedes-Benz B-Class (MPV).

    The study finds that vehicle owners’ perceived cost of ownership is the most significant driver of loyalty to both the brand and the dealer. Among owners who provide a rating of 10 on a 10-point scale for ownership costs, 63 percent say they “definitely will” repurchase the same vehicle make again. In comparison, loyalty rates fall to 57 percent among owners who provide a rating of 10 for vehicle appeal; 49 percent for service; and 45 percent for quality and reliability. 

    Satisfaction with service from an authorised dealer plays a key role in whether new-vehicle owners will return for paid service after the warranty has expired. The likelihood to return for paid service is 88 percent among owners who indicate that they had an outstanding (rating it 10 on a 10-point scale) service experience. However, that percentage drops dramatically to just 7 percent among owners who indicate their experience was just average (rating it 5). 

    “Owners of 1- to 3-year-old vehicles spent an average of £181 on their most recent service experience, so an 81-percentage-point gap may translate into millions of pounds of lost revenue for OEMs and dealers that fail to deliver an outstanding experience,” said Lendrich.

    The study also finds a correlation between overall satisfaction and incurring the fewest and least severe problems. Seven of the 10 brands ranked highest in the overall index are also among the top 10 brands with the fewest number of problems per 100 vehicles, as well as among the lowest problem counts for the fewest occurrences of the most severe quality problems. The top five problems impacting quality and reliability scores are:

    1. Windows fog up excessively/don’t clear as expected
    2. Heater doesn’t heat up quickly enough
    3. Engine starting problem
    4. Excessive fuel consumption
    5. Other engine/transmission problem

    The 2013 UK Vehicle Ownership Satisfaction Study is based on 16,104 online evaluations by vehicle owners in the UK after an average of two years of ownership. The study was fielded between December 2012 and February 2013.

    This annual JD Power & Associates study provides consumers with reliable and accurate information regarding many vehicle models, and helps manufacturers provide highly satisfying experiences to their customers. Additional study results are published exclusively in What Car?, which will be on sale May 30, 2013.

    1Based on a forecast from LMC Automotive. 

    About JD Power & Associates

    Headquartered in Westlake Village, Calif., JD Power & 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 & Associates is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power & Associates, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com..

    About What Car?

    What Car?, the UK’s biggest car-buying brand and includes a perfect bound print magazine, an all new iPad magazine, a market-leading website, a number of apps and several established brand extensions. Its flagship magazine has helped Britain’s car buyers make purchasing decisions for almost 40 years, and its tests are widely regarded as the most trusted source of new-car advice. What Car? is owned by Haymarket Media Group – the UK’s largest independently owned publishing company, with a portfolio of more than 150 titles, ranging from specialist consumer magazines to business titles and customer publications, published via wholly owned subsidiaries, joint ventures and under licence worldwide. www.Whatcar.com

    Media Relations Contacts:

    John Tews; Troy, Mich. USA; Tel: +1 (248) 680-6218; [email protected]
    Mark Lendrich, Munich, Germany; Tel: +49 (0)89-288 03 66-11; [email protected]
    Karen Parry: What Car? Magazine; Tel: +44 (0)1784 456 526; Mob: +44 (0)7903 955 696; [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 of JD Power & Associates. www.jdpower.com/corporate

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