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  • 2013 Manufacturer Website Evaluation Study (MWES)—Wave1

    Striking a Balance Between Desktop and Tablet Experiences Drives Auto Manufacturers to Improve Website Functionality

    2013-07-24

    jdp-root

    WESTLAKE VILLAGE, Calif.: 24 July 2013–As  tablet adoption continues to increase, automotive manufacturers strive to provide a satisfying website experience for both desktop and tablet users by improving functionality for both devices, according to the JD Power 2013 Manufacturer Website Evaluation StudySM (MWES)–Wave 2 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.

    According to the study, tablet ownership increases 145 percent among new-vehicle shoppers, a substantial increase to 49 percent in 2013 Wave 2 from 20 percent in 2012 Wave 1. Overall satisfaction among tablet users remains stable at 815 (on a 1,000-point scale) in 2013 Wave 2, compared with 818 in Wave 1. Overall satisfaction among desktop users is 823. Notably, satisfaction among tablet users is lower than among desktop users in two key measures: navigation (804 vs. 817, respectively) and speed (812 vs. 831, respectively). These substantial differences are the  result of most manufacturer websites being designed for a desktop.  

    While it is possible to navigate many desktop-optimized websites on a tablet, navigation and website functionality may not be fully optimized for tablet navigational behaviors. Therefore, manufacturers continue to refine functionality to meet the needs of both desktop and tablet users. Considering the varying screen sizes among desktops and tablets, a critical challenge for manufacturers is finding the right balance to accommodate both desktop users and the growing population of tablet users.

    Manufacturers have wrestled with how to accommodate tablet users on their sites. Some websites direct tablet users to their mobile website instead of the desktop site. However, this practice may be problematic due to the reduced amount of content generally available on a mobile site. Most manufacturers currently rely on one of three strategies to accommodate tablet users: 1) send users to their desktop site; 2) send users to a separate site designed for tablets; or 3) offer a responsive design website that accommodates desktop, tablet and mobile users. Responsive design, which automatically modifies websites to
    accommodate any device and screen size, has gained popularity across many non-automotive websites
    (Page 1 of 2)
    with some manufacturers having made the transition to this format.

    “Launching a responsive design website requires a big commitment, requiring a major overhaul of the site, including extensive development time and cost by manufacturers. The resulting benefit, however, is that it provides a consistent user experience regardless of the screen size or device,” said Arianne Walker, senior director of media and marketing solutions at JD Power. “There is definitely positive movement with the adoption of responsive design websites in the automotive industry. For example, during the study fielding period, Lexus’s responsive design website was already active and Mercedes-Benz introduced responsive design on one of its model pages. This is not just a trend in automotive, it is being deployed by businesses in other industries, including global quick-service coffee chains, consumer and enterprise software manufacturers and newspapers. JD Power believes this approach may be one good solution to address the challenge of accommodating device proliferation.”

    Study Rankings
    Acura and Porsche (in a tie at 853 each) rank highest in overall satisfaction. Dodge (851) ranks third, followed by Infiniti and Jaguar (848 each). Overall satisfaction with automotive brand websites averages 823.
     
    The 2013 Manufacturer Website Evaluation Study–Wave 2 is based on responses from 10,196 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded May 8, 2013, through May 22, 2013.

    About JD Power
    JD Power is a global marketing information services company providing 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. Headquartered in Westlake
    Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

    About McGraw Hill Financial
    McGraw Hill Financial, 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, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at http://www.mhfi.com.

    JD Power Media Relations Contacts
    John Tews; Troy, Mich.; 248-680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

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

    Follow us on Twitter @jdpower

     

  • 2013 Japan Auto Insurance Claims Satisfaction Study

    Increasing Satisfaction with Auto Insurance Company Call Centers Increases Renewal Intention

    2013-07-24

    jdp-root

    TOKYO: 24 July 2013 — Customer satisfaction with insurance company call centers greatly influences insurance policy renewal intentions, according to the JD Power Asia Pacific 2013 Japan Auto Insurance Claims Satisfaction Study,SM released today.

    The study examines satisfaction with the claims response of auto insurance (voluntary insurance) companies among customers who have submitted an accident claim to their insurer within the past two years. Customer satisfaction is determined by examining six factors (in order of importance): settlement; first notice of loss; service interaction (which measures interaction with the service representative from the time of the accident report to settlement); appraisal; service interaction; and rental car experience. Overall satisfaction scores are based on a 1,000-point scale. 

    The study segments insurance companies based on their primary selling methods: agency-type insurers and direct-type insurers. Agency-type insurers primarily sell policies and interact with customers through insurance agencies, such as specialized agencies or automobile dealerships. Direct-type insurance companies sell policies and interact with customers directly, principally via the Internet or phone.

    Overall, 60 percent of customers use a call center as their point of contact for reporting accidents. By insurance type, 93 percent of customers of direct insurers use a call center, while 45 percent of customers of agency insurers use a call center and 44 percent use the insurance agency through which they purchased their policy. Call centers play an important role for insurance companies as the initial point of contact for customers reporting an accident.

    The study finds a large satisfaction gap of 72 points between customers who contact a call center (694) and customers who contact their agency directly (766). The gap is attributable not only to customer familiarity with their insurance agency, but also to differences in service quality between call centers and agencies. For instance, while 19 percent of customers who phoned a call center indicate that their call was transferred, this declines to only 7 percent of those who phoned their agency. Satisfaction is nearly 100 points higher when customers are contacted by a representative less than an hour after the first notice of loss than when customers wait an hour or longer to be contacted. Only 29 percent of customers who contacted a call center to report an accident indicate that they were contacted within one hour, compared with 48 percent of those who contacted their agency.

    “Satisfaction with call centers has a significant impact on policy renewal intentions,” said Chie Numanami, manager, JD Power Asia Pacific. “Emphasis on prompt service by call centers is an important element in retaining customers among direct-type insurers, which mainly use call centers, and for agency-type insurers, which receive accident reports through agencies and call centers.”

    AIU ranks highest in overall satisfaction with the claims response for a fifth consecutive year, with a score of 776–an improvement of 21 points from 2012. AIU performs particularly well across all six factors and achieves particularly high scores for the service interaction and settlement factors. E.design Insurance follows in the rankings, performing well in the settlement factor. Nissin Fire and Marine Insurance ranks third and performs well in the first notice of loss and appraisal factors.

    The 2013 Japan Auto Insurance Claims Satisfaction Study is based on responses of 7,055 auto insurance customers who submitted an accident claim to their insurance company within the past two years (including those who switched insurance companies after their accident and now have a policy with another insurer). The online study was fielded in May 2013.

    The 2013 Japan Auto Insurance Claims Satisfaction Study follows the release of two related studies that examine satisfaction among auto insurance customers in Japan: 

    The 2013 Japan Auto Insurance Shopping Satisfaction Study measures satisfaction among customers who recently purchased auto insurance, including new policyholders; customers who purchased their most recent auto insurance (voluntary insurance) for the first time; and those who switched from other insurance companies.

     The 2013 Japan Auto Insurance Satisfaction Study measures the overall satisfaction of customers with the insurance company during their auto insurance policy term, including policy offerings and insurance company and agency response at the time of various procedures and inquiries.

    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

    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

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

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  • 2013 U.S. Automotive Performance, Execution and Layout (APEAL) Study

    Appealing Vehicles are Critical to Automakers’ Success as They Sell Faster, Command Higher Prices and Lead to Higher Customer Loyalty

    2013-07-24

    jdp-root

    WESTLAKE VILLAGE, Calif.: 24 July 2013 — The most appealing vehicles tend to remain on dealer lots for shorter periods, command higher transaction prices, and are more likely to create owner loyalty when they are ultimately traded-in, according to the JD Power 2013 U.S. Automotive Performance, Execution and Layout (APEAL) StudySM released today.

    The APEAL Study, which serves as the industry benchmark for new-vehicle appeal, has been completely redesigned for 2013. The study, now in its 18th year, has been updated to better measure the appeal of today’s vehicles, particularly with respect to the new technologies and features now being offered. Owners evaluate their vehicle across 77 attributes, which roll up into an overall APEAL score on a 1,000-point scale.

    The study finds that manufacturers are able to charge more for vehicles with higher APEAL. Owners of vehicles with an APEAL score of 100 points or higher than the segment average typically spend at least $1,800 more on their new vehicle than do owners of vehicles with a score of at least 100 points lower than the segment average.

    Similarly, vehicles with APEAL scores at least 100 points higher than the segment average remain on dealer lots an average of three days less than vehicles with scores at least 100 points below the segment average.

    “Appealing vehicles are simply good news for both consumers and automakers,” said David Sargent, vice president of global automotive at JD Power. “Even within the same vehicle segment, consumers are willing to spend substantially more on vehicles that they find attractive, provide the performance and utility they are looking for and have well-executed interiors. These vehicles also sell more quickly.”

    Analyzing some of the results of previous years’ studies highlights the impact of APEAL on customer loyalty. Nearly two-thirds (64%) of owners whose vehicle achieved an APEAL score at least 100 points above the segment average repurchase the same brand the next time they shop for a new vehicle, compared with just 55 percent of those whose vehicle scored at least 100 points below the segment average.

    “One percentage point of loyalty is worth tens or even hundreds of millions of dollars to automakers,” said Sargent. “These companies are fighting for every last customer, and it is clear that appealing products remain the key to achieving this.”

    2013 APEAL Ranking Highlights

    Volkswagen Group receives the highest number of segment awards of all corporations included in the study for the Audi allroad, Porsche Boxster, Porsche Cayenne, Volkswagen GTI and Volkswagen Passat.

    Chevrolet receives the highest number of segment awards of any brand for the Avalanche, Sonic and Volt models, all of which also received awards in 2012.

    Ford and Nissan brands each receive two model awards: Ford, for the F-250/F-350 Super Duty and Mustang; Nissan, for the Armada and Murano.

    Also receiving awards are the BMW 5 Series; Buick Encore; Dodge Charger; Fiat 500; Honda Odyssey; Kia Soul; Land Rover Range Rover; Lexus LS; Lincoln MKZ; Mazda CX-5; and Mercedes-Benz SL-Class.

    The Land Rover Range Rover achieves the highest APEAL score of any model in the industry in 2013, which marks the first time a model outside the large premium car segment has done so.

    Porsche is the highest-ranked nameplate for a ninth consecutive year. Ram is the highest-ranked non-premium nameplate.

    JD Power offers the following tips to consumers when purchasing a new vehicle:

    • Have realistic expectations about the fuel economy of your vehicle, and remember that the city/highway/combined mileage ranges listed on the window sticker are merely estimates provided by the EPA. Your actual miles per gallon will vary due to many factors, including weather conditions, driving style, tire inflation and the overall condition of your vehicle.
    • Before you buy, ask your salesperson to demonstrate all of the audio/communication/ entertainment/navigation features on the vehicle. In particular, ensure the voice recognition system (if available) responds accurately to your commands. Also, have the salesperson assist you in pairing and connecting your wireless devices to the vehicle’s audio and communication system.
    • Although exterior styling is an important part of a new vehicle’s appeal for many consumers, consider all aspects of a vehicle to ensure it meets your needs. You want to enjoy your vehicle ownership for many years, not just for a few months.

    The APEAL Study examines how gratifying a new vehicle is to own and drive, based on owner evaluations of 77 vehicle attributes. The study is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and by consumers to help them in their purchase decisions. The 2013 APEAL Study is based on responses gathered between February and May 2013 from more than 83,000 purchasers and lessees of new 2013 model-year cars and light trucks who were surveyed after the first 90 days of ownership. The APEAL Study complements the Initial Quality Study (IQS), which focuses on problems experienced by owners during the first 90 days of ownership.

    About JD Power

    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial, 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, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at http://www.mhfi.com.

    JD Power Media Relations Contacts

    John Tews; Troy, Mich.; 248-680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

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

    Follow us on Twitter @jdpower

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  • 2013 North America Hotel Guest Satisfaction Index Study

    Following Two Years of Declines, Hotel Guest Satisfaction Increases to a Seven-Year High

    2013-07-24

    jdp-root

    WESTLAKE VILLAGE, Calif.: 24 July 2013 — Following two years of declines, hotel guest satisfaction has  increased significantly, reaching its highest levels in the past seven years, according to the JD Power 2013 North America Hotel Guest Satisfaction Index StudySM released today. 

    The study, now in its 17th year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; midscale full service; midscale; economy/budget; upper extended stay; and extended stay. Seven key factors are examined within each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.[1]

    Key Findings

    • Overall guest satisfaction has improved to 777, up 20 points from 2012.
    • This marks the highest satisfaction index score for the hotel industry since the introduction of the current study methodology in 2006.
    • The number of interactions a guest has with the hotel staff may have a significant impact on overall satisfaction.

    Overall guest satisfaction averages 777 on a 1,000-point scale, up 20 points from 2012. This marks the highest satisfaction index score for the hotel industry since the introduction of the current study methodology in 2006. Satisfaction has increased in all seven factors, with the largest increases in reservation, cost and fees, and check-in/check-out.

    “The fact that guest satisfaction has turned a corner is great news for an industry that has struggled to sufficiently meet guest expectations in the past few years,” said Rick Garlick, global travel and hospitality practice lead at JD Power. “Many hotel chains are finally benefitting from the long-term investments they have been making to improve their properties in terms of staffing, rooms and facilities. Furthermore, cost and fees satisfaction has increased while the factor has simultaneously declined in relative importance to overall satisfaction across all segments, indicating reduced price sensitivity among guests. These are all positive changes for the industry.”
    The study finds that the number of interactions guests have with the hotel staff may have a significant  impact on satisfaction. Overall satisfaction is highest among guests who interact with four or more staff types, excluding the check-in staff, at 856, which is 79 points higher than industry average. Satisfaction drops to 724 when guests have no other interactions with staff types beyond check-in—53 points below industry average.
    “As hoteliers experiment with automated methods of check-in and check-out that tend to reduce the number of human touch points, it is important that they use the additional staff time gained to offer a warmer, more personalized experience for their guests,” said Ramez Faza, senior manager of the global travel and hospitality practice at JD Power. “Hotels should never underestimate the power of the human element. Whether it’s assisting a guest with a special request or a friendly greeting from staff members in the hallway, the people aspect plays a key role in guest satisfaction and loyalty.” 
    The following hotel brands rank highest in guest satisfaction in their respective segments:
    • Luxury: The Ritz-Carlton (for a fourth consecutive year)
    • Upper Upscale: Kimpton Hotels
    • Upscale: Hyatt Place
    • Midscale Full Service: Holiday Inn (for a third consecutive year)
    • Midscale: Drury Hotels (for an eighth consecutive year[2]
    • Economy/Budget: Microtel Inn & Suites by Wyndham
    • Upper Extended Stay: Homewood Suites[3]
    • Extended Stay: TownePlace Suites
    While Internet usage during a hotel stay continues to steadily increase, it remains the top problem experienced by guests. Among guests who experienced a problem during their hotel stay, 31 percent had an issue with their Internet service in terms of connection and/or speed. Interestingly, overall satisfaction among guests who experienced difficulties connecting to the Internet is 133 points lower than among those who did not have problems, whether Internet access was included in the room rate or not.
    The study also finds that when guests choose a hotel primarily because of price, satisfaction is significantly lower than when they choose a hotel based on other criteria. Among the most satisfied guests overall are the 7 percent categorized in the study as scrutinizers—or those who seek out information through online hotel review sites and use it as the basis for their booking—at 114 points above industry average.
    “In many cases, hotel review sites play a key role in influencing guests to select one property over another, making them a powerful tool,” said Garlick. “Before these sites became mainstream, guests tended to choose a property based on price, previous experiences or location. But now, armed with so much more detailed information from fellow travelers, guests can make more informed choices that ultimately result in more realistic expectations about the property. This can go a long way toward satisfaction with their stay.”
    For hotel guests, JD Power offers the following tips: 
    • Make the hotel work for you. Contact the property ahead of time and ask for suggestions for things to do; have them book restaurant reservations; and get all the directions you need before you arrive.
    • If you are a frequent guest of a particular hotel, know the name of the front office manager and communicate to them ahead of your arrival to ensure they are aware of your visit. Loyalty still goes a long way in the hotel business.
    • If you have special requests, call the hotel directly, talk to the front office manager, or email them with your needs. They are usually willing to work with you when given ample time. Don’t wait until you arrive to make complicated requests.
    • Don’t assume all hotels are alike. Take advantage of all the information available to make an informed choice. If you know what you are getting ahead of time, you are less likely to be disappointed with your stay.

    The 2013 North America Hotel Guest Satisfaction Index Study is based on responses gathered between July 2012 and May 2013 from more than 68,700 guests from Canada and the United States who stayed in a hotel in North America between June 2012 and May 2013.

    [1]The food and beverage factor is not included in the upper extended stay segment.

    [2]This segment was previously called Midscale Limited Service. 
    [3]The Upper Extended Stay segment is new to the study in 2013. Homewood Suites previously ranked highest in the Extended Stay segment.

    About JD Power

    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power 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, 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

    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. www.jdpower.com/corporate

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  • 2013 Manufacturer Website Evaluation Study (MWES)—Wave 2

    Striking a Balance Between Desktop and Tablet Experiences Drives Auto Manufacturers to Improve Website Functionality

    2013-07-24

    jdp-root

    WESTLAKE VILLAGE, Calif.: 24 July 2013 — As  tablet adoption continues to increase, automotive manufacturers strive to provide a satisfying website experience for both desktop and tablet users by improving functionality for both devices, according to the JD Power 2013 Manufacturer Website Evaluation StudySM (MWES)—Wave 2 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.

    According to the study, tablet ownership increases 145 percent among new-vehicle shoppers, a substantial increase to 49 percent in 2013 Wave 2 from 20 percent in 2012 Wave 1. Overall satisfaction among tablet users remains stable at 815 (on a 1,000-point scale) in 2013 Wave 2, compared with 818 in Wave 1. Overall satisfaction among desktop users is 823. Notably, satisfaction among tablet users is lower than among desktop users in two key measures: navigation (804 vs. 817, respectively) and speed (812 vs. 831, respectively). These substantial differences are the  result of most manufacturer websites being designed for a desktop. 

    Key Findings

    • Tablet ownership increases 145 percent among new-vehicle shoppers in 2013 Wave 2 from 2012 Wave 1.
    • Some manufacturers have optimized their websites with responsive design, a technology which automatically modifies a website to accommodate any device and screen size.
    • Nearly two-thirds (63%) of desktop users find what they are seeking when using a manufacturer’s website search function.

    While it is possible to navigate many desktop-optimized websites on a tablet, navigation and website functionality may not be fully optimized for tablet navigational behaviors. Therefore, manufacturers continue to refine functionality to meet the needs of both desktop and tablet users. Considering the varying screen sizes among desktops and tablets, a critical challenge for manufacturers is finding the right balance to accommodate both desktop users and the growing population of tablet users.

    Manufacturers have wrestled with how to accommodate tablet users on their sites. Some websites direct tablet users to their mobile website instead of the desktop site. However, this practice may be problematic due to the reduced amount of content generally available on a mobile site. Most manufacturers currently rely on one of three strategies to accommodate tablet users: 1) send users to their desktop site; 2) send users to a separate site designed for tablets; or 3) offer a responsive design website that accommodates desktop, tablet and mobile users. Responsive design, which automatically modifies websites to accommodate any device and screen size, has gained popularity across many non-automotive websites with some manufacturers having made the transition to this format.

    “Launching a responsive design website requires a big commitment, requiring a major overhaul of the site, including extensive development time and cost by manufacturers. The resulting benefit, however, is that it provides a consistent user experience regardless of the screen size or device,” said Arianne Walker, senior director of media and marketing solutions at JD Power. “There is definitely positive movement with the adoption of responsive design websites in the automotive industry. For example, during the study fielding period, Lexus’s responsive design website was already active and Mercedes-Benz introduced responsive design on one of its model pages. This is not just a trend in automotive, it is being deployed by businesses in other industries, including global quick-service coffee chains, consumer and enterprise software manufacturers and newspapers. JD Power believes this approach may be one good solution to address the challenge of accommodating device proliferation.”

    Study Rankings

    Acura and Porsche (in a tie at 853 each) rank highest in overall satisfaction. Dodge (851) ranks third, followed by Infiniti and Jaguar (848 each). Overall satisfaction with automotive brand websites averages 823.
     
    The 2013 Manufacturer Website Evaluation Study—Wave 2 is based on responses from 10,196 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded May 8, 2013, through May 22, 2013.

    About JD Power

    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power 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, 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]
    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. www.jdpower.com/corporate

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  • 2013 Consumer Engagement Study

    Awareness and Participation in Electric Utility Offerings Increases Overall Satisfaction

    2013-07-23

    jdp-root

    WESTLAKE VILLAGE, Calif.: 23 July 2013 — While many electric utility companies provide programs to help their customers manage their energy costs, a large percentage of their customers are not aware of the programs available to them, according to the JD Power 2013 Consumer Engagement StudySM released today.
    The inaugural study measures the level of residential customers’ engagement with their electric utility’s programs, products and services, and is based on responses from customers of electric utilities throughout the United States and Canada. The study also provides electric utilities with insights regarding customer awareness, familiarity and usage of their utility’s programs, products and services; ease of enrollment and participation in these offerings; and the impact these offerings have on the overall customer experience.
    Data from the JD Power 2013 Electric Utility Residential Customer Satisfaction StudySM shows that overall satisfaction is highest among customers who participate in one or more of their electric utility’s offerings at 679 on a 1,000-point scale. Satisfaction declines to 642 among those who are aware of the offerings, but have chosen to not participate in them, and declines even further to 582 among those who are unaware of any offerings from their utility.  
    “Creating awareness and motivating customers to engage with new energy programs, products and services is a huge opportunity for utilities to improve customer satisfaction,” said Jeff Conklin, senior director of the energy utility practice at JD Power. “Customer satisfaction is higher when consumers are merely aware of programs, and then satisfaction increases substantially with each additional program a consumer joins.” 
    Customers were asked about their awareness of 29 various programs, products and services commonly offered by utilities. Study findings show that 19 percent of customers are not aware of any of the programs being offered by their utility provider. Electric utility company programs with the highest awareness rates are e-bill or electronic bill statements and payments (53%); in-home energy audit (28%); and awareness of rebates on Energy Star appliances (28%).
    Among customers who are familiar with their utility’s programs and services, the highest usage levels are for e-bill (43%); high-efficiency light bulb rebates/discounts (27%); and household electricity usage comparison tools (26%).
    Based on customer awareness, familiarity, and the impact of programs, the following are the most engaging programs offered by electric utilities:
    • E-bills
    • Level or equal pay plan
    • In-home energy audit
    • Rebates on Energy Star appliances
    • High-efficiency light bulb rebates/discounts
    The following brands perform particularly well in overall customer engagement: APS; Clark Public Utilities; Salt River Project; Seattle City Light; and SMUD. 
    “Only about a dozen utilities excel at offering a wide variety of options for their customers,” said Conklin. “While many other utilities do a good job, far too many utilities lag behind in engaging with their customers.”
    According to the study, 21 percent of customers indicate that their home is equipped with a smart meter, most frequently citing avoiding on-site meter readings; more accurate bills; the ability to track energy use online; and more control of home energy usage as benefits of the device. 
    The 2013 Consumer Engagement Study is based on more than 27,000 responses from residential customers of 131 electric utilities that represent many of the industry’s leading electric utility brands.  The study was fielded in April and May 2013.
     

    About JD Power

    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power 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, 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]
    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. www.jdpower.com/corporate

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  • JD Power Call Center Certification Program—The Hartford

    The Hartford’s Small Business Call Centers Recognized for Providing an Outstanding Customer Service Experience for a Second Consecutive Year

    2013-07-23

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    WESTLAKE VILLAGE, Calif.: 24 July 2013 — The Hartford has been recognized for customer satisfaction excellence for a second consecutive year for its small business insurance call center operations under the JD Power  Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by The Hartford’s Small Business 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 conducted a random survey of The Hartford’s customers who recently contacted its call centers in Charlotte, N.C.; New Hartford, N.Y.; and San Antonio, Tex. 


    “Congratulations to The Hartford Small Business team for demonstrating a commitment to providing an outstanding customer experience by achieving certification for two years in a row,” said Mark Miller, senior director at JD Power. 


    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 ‘ 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 receive the JD Power Certification award for a second consecutive year,” said Ray Sprague, senior vice president of Small Commercial insurance at The Hartford. “The Hartford is committed to delivering the best value to the more than one million business owners that we and our agents serve and this certification recognizes our efforts to provide a superior experience.”

     

    The Call Center Certification Program was launched by JD Power 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


    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power 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, 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]
    Heather Serignese; The Hartford; (860) 547-3301; [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. www.jdpower.com/corporate


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  • 2013 Japan Investor Satisfaction Study

    Satisfaction with Investment Services of Banks and Securities Companies in Japan Shows Notable Improvements

    2013-07-20

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    TOKYO: 23 July 2013 — Overall investor satisfaction with the investment services of banks and securities companies has notably improved from 2012, according to the JD Power Asia Pacific 2013 Japan Investor Satisfaction StudySM released today.

    The study, now in its second year, measures investor satisfaction with investment firms in six factors: account offerings; account information; trading charges and fees; facilities; problem resolution; and interaction, which includes three sub-factors—advisor, online services and call center. Overall satisfaction scores are calculated on a 1,000-point scale. The study categorizes financial institutions into five segments based on their sales systems: full-service securities; self-directed securities; full-service national banks; self-directed banks; and full-service regional banks. 

    In 2013, 32 percent of individual investors indicate that they increased the amount of their investments in stocks, investment trusts and other instruments during the past year, a substantial increase of 14 percentage points from 2012. Investor assessment of the investment environment has also improved markedly as a result of the weakening yen and an uptick in stock prices since the end of 2012, with 29 percent of investors saying the current investment situation is “good” (15 percentage points higher than in 2012) and 45 percent saying the economic outlook for Japan is “good” (36 percentage points higher). Furthermore, overall satisfaction with banks and securities companies has improved considerably in all segments, increasing by between 9 and 22 points from in 2012. 

    “Although the upturn in market conditions is a major contributor to the improvement in satisfaction, there are also other contributing factors involved. For example, in the full-service securities segment, which shows the greatest improvement in overall satisfaction, securities company advisors are stepping up their sales approach and investment proposal activities, and are offering more proactive communication with customers,” said Ryutaro Nakao, manager at JD Power Asia Pacific, Tokyo. “At the same time, the gap in overall satisfaction scores has widened somewhat, especially among securities companies. Since overall satisfaction greatly influences the amount customers invest, their intention to continue using services and their intentions to recommend, the continuous bolstering of customer services is likely to be increasingly important for stable business expansion.”

    The study finds that the Nippon Individual Savings Account, or NISA (a small investment tax exemption system to be inaugurated in 2014), has already attracted the interest of individual investors. As of May 2013, when this study was fielded, 63 percent of investors indicate awareness of NISA and 50 percent indicate an intention to open NISA accounts. Both the awareness and intention to open an account are particularly high among investors who are 60 years and older. Although the rate of intention to open an account is high among men who are 30 years and younger and women 20 years and younger, awareness hasn’t yet reached comparable levels among these younger investors. Amid high expectations that NISA will increase the number of beginning investors, further marketing activities targeting younger investors is a key task for the industry.  

    “Because our research finds that the intention rates for opening accounts tend to be higher for bank and securities companies that achieve high satisfaction ratings from individual investors, the steady pursuit of investor satisfaction can have an important impact on the success or failure in the impending full-scale competition to secure NISA customers,” said Nakao.

    Overall Satisfaction Rankings by Segment

    Full-Service Securities Segment (five companies ranked)

    Nomura Securities ranks highest in investor satisfaction for a second consecutive year, performing particularly well in the advisor sub-factor. Following Nomura Securities in the rankings are Daiwa Securities and SMBC Nikko Securities, respectively, both with high scores in the online services sub-factor.

    Self-Directed Securities Segment (six companies ranked)

    SBI SECURITIES ranks highest in investor satisfaction for a second consecutive year, achieving the highest scores in account information and call center. Matsui Securities ranks second, moving up one position and achieving the largest year-over-year improvement in overall satisfaction in the segment. Matsui Securities performs particularly well in trading charges and fees. Monex ranks third, with high scores in account offerings and online services.

    Full-Service National Bank Segment (five banks ranked)

    Sumitomo Mitsui Banking Corporation ranks highest in investor satisfaction for a second consecutive year, achieving the highest scores in account offerings and account information. Mizuho Bank and Resona Bank rank second in a tie. Mizuho Bank posts a high score in account offerings, and Resona Bank earns high scores in facilities and trading charges and fees. 

    Self-Directed Bank Segment (seven banks ranked)

    SBI Sumishin Net Bank ranks highest in satisfaction for a second consecutive year, achieving a notably high score in trading charges and fees and also performing well in online services and account information. Sony Bank ranks second with strong scores across all factors, particularly in the call center sub-factor, followed by Jibun Bank, with a high score in online services. 

    Full-Service Regional Bank Segment (30 banks ranked)

    Tokyo Star Bank ranks highest in this segment and achieves the highest scores in account offerings and trading charges and fees. Suruga Bank follows in the ranking, performing well in account information and online services. Minato Bank ranks third, with a high score in account offerings. 

    The 2013 Japan Investor Satisfaction Study is based on responses from 17,941 individual investors in Japan 18 years and older who have used investment services—such as investment trusts, stocks, foreign currency deposits and foreign exchange—at private banks and securities companies during the past 12 months. The study was fielded in May 2013.

    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

    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power 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, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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. www.jdpower.com/corporate

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  • July 2013: Monthly Automotive Sales Forecast

    July New-Vehicle Retail Sales—Let the Good Times Roll

    2013-07-19

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    WESTLAKE VILLAGE, Calif.: 19 July 2013 — New-vehicle sales are kicking off the second half of 2013 in very strong fashion, with new-vehicle retail sales in July expected to increase by 12 percent from a year ago, according to a monthly sales forecast developed jointly by the Power Information Network® (PIN) from JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    New-vehicle retail sales in July 2013 are projected to come in at 1,127,100 vehicles, a 12 percent increase from July 2012.  The seasonally adjusted annualized rate (SAAR) in July is expected to be 13.2 million units, nearly the same robust level exhibited in June 2013. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles.

    U.S. Retail SAAR–July 2012 to July 2013

    (in millions of units)

    PIN data shows that in the first half of 2013, new- and used-vehicle transaction prices have increased 3 percent.  In addition, there has been an increase in the utilization of longer-term vehicle loans and an increase in leasing, when compared with the same period a year ago.

    The customer-facing transaction prices for new vehicles are averaging $28,824, and incentive spending per vehicle is averaging $2,847 in the first half of 2013. The average used-vehicle price is $18,751 in 2013.

    “Elevated new vehicle transaction prices are being enabled by the availability of longer-term loans, affordable leases and strong used vehicle values, compounded by the availability of low interest rates,” said John Humphrey, senior vice president of the global automotive practice at JD Power. 
    Loans of 72 months or longer are accounting for 30 percent of new-vehicle retail transactions in the first half of 2013, up from 29 percent in the first half of 2012. Additionally, leasing has increased to 24 percent in the first half of 2013, compared with 21 percent in the same period of 2012. 
    “The rise in new-vehicle leasing, where the typical lease term is just three years, is providing a counterbalance to the rise in extended-term financing, where a vehicle may be financed for 5 or 6 years,” said Humphrey.

    Total Light-Vehicle Sales

    Total light-vehicle sales in July 2013 are expected to grow to 1,336,700, an 11 percent increase from July 2012. Fleet sales, which typically average between 15 and 16 percent of total sales in July, are expected to fall within the lower end of the average, with volume projected at 209,600 units. 

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

    1 Figures cited for July 2013 are forecasted based on the first 10 selling days of the month.

    2The percentage change is adjusted based on the number of selling days in the month (25 days in July 2013 vs. 24 days in July 2012).

    Sales Outlook 

    LMC Automotive is raising its forecast for both retail and total light-vehicle sales in 2013. The outlook for total light-vehicles is now at 15.6 million units—previously 15.4 million units—while the retail light-vehicle sales forecast increases to 12.8 million units from 12.6 million units.
     
    “The overall trend in vehicle demand has outshined economic growth, and looking forward, the improving economic fundamentals should hold demand at the current level, if not accelerate it over the next several months,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “With a strong tailwind, it is not unreasonable to think about a 16-million-unit level of demand in 2013.”
     

    North American Production

    North American light-vehicle production in 2013 is up 4 percent through June, compared with the same period in 2012. For the high-volume producers, Ford retains the strongest year-over-year increase at 14 percent, with robust demand continuing for the Fusion. Fiat-Chrysler holds steady in positive territory with a 1 percent increase. General Motors volume is off by 4 percent, compared with a year ago due to weaker large SUV volume ahead of the upcoming redesign and competitive pressure in the midsize car segment. 
    The European brands are tracking consistent with the industry growth, averaging a 4 percent growth rate from 2012. Despite a slowdown in demand for Hyundai, production growth remains robust at 15 percent year-to-date, while Toyota is on a 3 percent growth rate from a year ago. 
    Vehicle inventory in early July is at a 61-day supply, up slightly from 57 days in June. The inventory level has increased to 3.3 million units in July from the 3.2 million units in June. 
    LMC Automotive’s forecast for 2013 North American production remains at 16.0 million units, a 4 percent increase from 2012. Excess capacity is very lean across the region, with some manufacturers and vehicle segments in short supply. Capacity utilization is expected to remain above 90 percent for 2013 and into 2014.

     

    About JD Power

    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power 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, 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 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; 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 of JD Power or LMC Automotive. www.jdpower.com/corporate www.lmc-auto.com

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  • 2013 Auto Claims Satisfaction Study—Wave 3

    Auto Insurance Claims Satisfaction Remains Stable Overall, Despite Decline in Total Loss Satisfaction

    2013-07-18

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    WESTLAKE VILLAGE, Calif.: 18 July 2013 — Satisfaction with the auto claims experience held steady in the second quarter of 2013, compared with the first quarter. Small improvements in satisfaction with repairable claims were offset by significant declines in satisfaction among total loss-claimants, according to the JD Power 2013 Auto Claims Satisfaction StudySM—Wave 3 released today. 
    The declines may be due to the impact of more claims filed in the Mid-Atlantic region after damages from Superstorm Sandy at the end of October 2012 and a powerful nor’easter storm in February 2013.
    Overall claimant satisfaction has edged up by 2 points to 852 on a 1,000-point scale in Wave 3, compared with 850 in Wave 2 of the study[January – March 2013]. On a positive note, out-of-pocket expenses for repairable claims, such as the deductible and vehicle rental, have dropped to an average of $461 vs. $499 in Wave 2. However, out-of pocket expenses for total losses have increased slightly to an average of $600 in Wave 3 from $592 in Wave 2.
    Key Findings
    • Overall satisfaction with the auto insurance claims process increases to 852 in Wave 3 from 850 in Wave 2 [January-March 2013].
    • Claimants pay an average of $461 out of pocket for repairs in Wave 3, compared with $499 in Wave 2.
    • Satisfaction with the appraisal process for total loss vehicles declines by a significant 25 points from Wave 2, primarily due to steep declines in satisfaction with the claims process in the Mid-Atlantic region following severe storm events.

    “While overall auto claim satisfaction is up 2 points, and satisfaction in four of the six factors1 is also up from Wave 2, satisfaction with the appraisal process among total loss claimants declines by 25 points,” said Jeremy Bowler, senior director of the insurance practice at JD Power.

    “For total loss vehicles, satisfaction with the claims process has declined by a significant 57 points in the Mid-Atlantic region, which was devastated by major storm events. In that region, satisfaction with the appraisal process declines by 71 points, and satisfaction with the settlement process declines by 76 points,” said Bowler.
    The Wave 3 study finds that claimants wait an average of 2.8 days for an insurance appraisal of repairable vehicles, which is nearly the same as in Wave 2 (3.1 days). However, the appraisal process for total loss vehicles takes longer than in Wave 2—averaging 4.8 days, up from 4.2 days.
      
    Further, it takes an average of 5.3 days in Wave 3 to provide claims settlement terms for vehicles that are deemed repairable, which is slightly shorter than 5.8 days in Wave 2. However, the time it takes to provide settlement terms for total loss claims has risen in Wave 3 to an average of 12.3 days from 10.5 days in Wave 2. 
    In addition, receiving settlement payments takes considerably longer for total loss claims in Wave 3 than in Wave 2. In Wave 3, receiving a settlement averages 20.9 days, which is up by 4.3 days from 16.6 days in Wave 2. The time it takes to receive a settlement payment for repairable claims remains virtually unchanged–14.5 days in Wave 3, compared with 14.1 days in Wave 2.
    “Our findings highlight how important it is for insurers to efficiently manage their customers through the appraisal process. There are more than 70 percent of auto insurance claimants who had some form of interaction with their insurer related to an appraisal. Among these claimants, overall satisfaction is 30 points higher than among those who did not interact with their insurer or agent,” said Bowler.  

    Making the Auto Insurance Claims Process Smoother and Easier 

    JD Power offers the following tips to auto insurance customers when filing a claim:
    • Call the police for any auto accident that results in more than minor damage to a vehicle (more than $500 is a suggested figure).
    • Call 911 if someone involved in the incident has been injured.
    • Take down the names and addresses of individuals involved; the accident location; the make, model and plate number of the vehicle(s); names and contact information of any witnesses; and notes of any injuries.  
    • Always get a copy of a police report when involved in a multiple-vehicle accident.
    • Ask the police to file an accident report or at least an incident report, so there’s a record to show your insurance company.
    • Contact your insurer or agent as soon as possible after the incident, even if the other party is at fault. Your insurer will be better able to protect your interests.  
    • If possible, contact your insurer or agent from the location where the damage occurred.
    • Keep records of all calls regarding the incident. 
    • Take photos of damage to your vehicle, even with a cell phone.
    • If you have questions about your adjustor’s appraisal, contact your insurer or agent directly.
    The 2013 U.S. Auto Claims Satisfaction Study—Wave 3 is based on 3,009 responses from auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle only incurred glass/windshield damage or was stolen, or who only filed roadside assistance claims. Wave 3 of the study was fielded between April and mid-June 2013.

    1The study measures customer satisfaction with the claims experience for auto physical damage loss. Depending on the complexity of a claim, a claimant may experience some or all of the following six factors measured in the study: first notice of loss; service interaction; appraisal; repair process; rental experience; and settlement. Settlement is the most important factor in overall satisfaction among both total loss and repair claimants. 

    About JD Power

    JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power 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, 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]
    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. www.jdpower.com/corporate

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