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  • 2013 India Escaped Shopper Study

    Vehicle-Buying Behavior among Consumers in India Increasingly Differs by Region

    2013-09-30

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    In this video, we tackled the following issues:

    • Chapter one: Introduction of the ESS Study
    • Chapter two: Main Difference Between Buyers in the North and in the South
    • Chapter three: Recommendations on how automakers can utilize North-South Shopping Behavior Knowledge
    • Chapter four: Delivery Timing – Main reason for Rejection
    • Chapter five: Customer Retention Rates
    • Chapter six: Nameplate performance in the ESS study

     

    SINGAPORE: 30 SEPTEMBER 2013 — The criteria used by new-vehicle buyers in their shopping process have become strikingly different among the various regions of India, according to the JD Power Asia Pacific 2013 India Escaped Shopper StudySM (ESS) released today.

    During the past five years, several shifts have occurred among new-vehicle buyers in the various regions of India pertaining to shopping behavior, the ownership experience and how the vehicle is used.  These shifts include: 

    • A surge of first-time new-vehicle buyers is a regional phenomenon limited to the East and the West regions of India. Nearly 70 percent of buyers in the West and 57 percent of buyers in the East are purchasing a new vehicle for the first time. In contrast, the proportion of first-time new-vehicle buyers has declined over time in the North region and has remained nearly unchanged in the South.

    • Although attractive design and styling has increasingly become the most influential reason for vehicle selection among buyers in the North region, it has been declining in the South, where new-vehicle buyers frequently state good fuel efficiency as a reason for purchase.

    • New-vehicle buyers in the South region are more methodical in their purchase process–which involves conducting extensive preliminary research, visiting dealerships, taking test drives and negotiating–compared with buyers in the North who tend to do less research before visiting the dealership and rely on the salesperson for information and are less likely to test-drive the vehicle. 

    • Internet usage for research during the vehicle-shopping process has increased in the South region to 42 percent in 2013 from 21 percent in 2009. In contrast, in the North, where shoppers are highly influenced by the opinions of friends and relatives in deciding on their vehicle purchase, Internet usage for research has declined to 13 percent in 2013 from 20 percent in 2009.

    • While the number of households owning multiple vehicles is at least 1.6 times higher in the North than in any other region, the average number of people riding in vehicles is much higher in the West and the South regions.

    • The penetration of small cars is declining at a faster pace in the North region, with consumers increasingly preferring larger vehicles.  

    “One of the likely drivers behind these changes is the pace of urbanization, which is resulting in the resurgence of multi-generation families living either under one roof or in close proximity to their relatives, especially in the North,” said Mohit Arora, executive director, J. D. Power Asia Pacific. “While this is resulting in a higher monthly household income, thereby enabling younger people to afford a vehicle, purchase decisions are also likely to be influenced by the growing family size.”

    According to the study, while dealer closest to the potential buyer’s home continues to be the most influential reason for dealer selection, it has been declining during the past five years. Immediate delivery is increasingly emerging as a key consideration in choosing a dealer, cited by 16 percent of customers as the most influential reason for selecting a dealer in 2013, up from 8 percent in 2009.

    The study finds that longer delivery time is the second-most-influential reason for rejecting a vehicle that shoppers had initially considered purchasing. An increase in vehicle delivery time to 12 days in 2013 from five days in 2009 has likely driven this as a key consideration during the purchase process, as 17 percent of shoppers in 2013 have rejected the vehicle they initially considered due to the longer delivery period.

    “Vehicle buying in India is triggered both by rational and emotional needs,” said Arora. ” It is one of the most visible marks of social progress. The decision to buy a vehicle is usually finalized over a period of time. Once the decision is made and the payment and other formalities are completed, new-vehicle owners want to immediately show off their prized possession.” 

    According to Arora, manufacturers, dealers and financiers that are better able to train their staff, align their processes and coordinate to provide a faster turnaround time stand a better chance to gain customers.  

    Overall customer retention has improved by 2 percentage points to 40 percent in 2013, compared with 38 percent in 2012. In 2013, only three of the eight brands included in the study have improved their customer retention rates from 2012, while five have declined year over year. Mahindra and Maruti Suzuki have particularly high customer retention rates among automotive brands in India.

    “Customer retention is a function of several factors, including brand image, product range, ownership experience and sustained presence in India,” said Arora. “Brands that are able to perform well in all of these areas tend to have higher retention rates.”   

    Maruti Suzuki is the most considered nameplate among vehicle shoppers for a ninth consecutive year, with 37 percent of all shoppers eventually purchasing one of its models. New-vehicle buyers who purchase Ford and Fiat models shop around the most before purchasing their vehicle, while buyers of such national brands as Tata, Mahindra and Maruti Suzuki are least likely to consider another model during the shopping process.

    The 2013 India Escaped Shopper Study is based on responses of 8,687 buyers and 3,271 rejecters of new cars and new utility vehicles who purchased their vehicle between September 2012 and April 2013. The study, which examines the reasons why new-vehicle shoppers consider but ultimately reject certain models in favor of another, was fielded from March through July 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) 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 Taiwan Customer Service Index (CSI) Study

    Service Cost Estimate and Explanation are Important To the After-Sales Service Experience in Taiwan

    2013-09-30

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    SINGAPORE: 30 September 2013 — Customers in Taiwan expect to receive an initial estimate of the service charges when they drop off their vehicle for service and an explanation of the charges after the service is completed, according to the JD Power Asia Pacific 2013 Taiwan Customer Service Index (CSI) Study SM released today.

    The study, now in its 16th year, measures satisfaction among vehicle owners who visited their authorized dealership service center for maintenance or repair work during the first 12 to 24 months of ownership. The study examines five factors to determine overall satisfaction with dealer service (in order of importance): service quality; service initiation; vehicle pick-up; service advisor; and service facility. Dealership service performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction.

    In this video, we tackled the following issues:

    • Chapter one: Drivers of improvements in the industry
    • Chapter two: Impact of staying in Service Centers on Satisfaction scores
    • Chapter three: Performance of the Highest Ranked Nameplate
    • Chapter four: Service Appointment Process

    Overall customer satisfaction averages 873 in 2013, a 25-point improvement from 2012. Across the industry, satisfaction has increased year over year in all factors, particularly in vehicle pick-up, service initiation, service advisor and service facility (+26 points each). Satisfaction scores for all nameplates have also improved, compared with 2012.

    Satisfaction among customers who indicate they received a thorough explanation of cost before the service in the form of a cost estimate and a post-service explanation of the final charges averages 875. In contrast, satisfaction among customers who indicate they received only a cost estimate or a post-service explanation averages 844.

    “Customers are value-conscious and expect the dealership to be accurate and transparent on service costs,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “Dealerships that go the extra mile in assuring customers that they are fair and honest by managing service cost expectations and explaining all of the work performed are well-positioned to build customer trust.”

    The study also finds that 69 percent of customers wait at the service center while their vehicle is being serviced, up from 63 percent in 2012. Satisfaction among customers who wait at the dealership averages 880, which is 23 points higher than among customers who leave the dealership after dropping off their vehicle and return later to pick it up. Customers who wait at the dealership are more satisfied with service advisor and service facility.

    “As service times become shorter, there is a gradual increase in the proportion of customers staying at the dealership during service,” said Nair. “Ensuring that customer lounges are well maintained, and have such amenities as TV, refreshments and Internet access, can strongly support dealerships in making the customers’ stay comfortable. Internet access is becoming widely available, as reported by nearly three-fourths (77 percent) of customers.”

    Satisfaction with dealer service tends to lead to advocacy and loyalty intentions toward their dealership and vehicle brand. Among owners who are highly satisfied with their service experience at the dealership (CSI scores averaging 931 and above), 50 percent say they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 23 percent of less-satisfied owners (CSI scores averaging 828 and below) say the same. Similarly, 46 percent of highly satisfied owners “definitely would” recommend their make to friends and relatives, compared with only 22 percent of those who are less satisfied.

    “With new-vehicle sales flat in 2013, automakers are looking at ways to further strengthen the service side of their business,” said Nair. “The service advisor is the face of the dealership and the brand for customers and plays a critical role in satisfaction.”

    Nair noted that the service advisor’s initiatives to engage customers, paying time and attention to their needs, providing explanations and advice, and keeping them updated of the service progress help customers feel that the dealership values the relationship with them, which in turn contributes to increased loyalty and advocacy.

    Among the 15 nameplates included in the study, Lexus ranks highest in overall customer satisfaction for the 15th consecutive year, with a score of 909. Lexus performs particularly well in all five factors. Following Lexus in the rankings are Mercedes-Benz (903), Audi (897), BMW (894) and Volvo (886).

    The 2013 Taiwan Customer Service Index (CSI) Study is based on responses from 3,118 vehicle owners who received delivery of their new vehicle between March 2011 and June 2012 and took their vehicle for service to an authorized dealer or service center between September 2012 and June 2013. The study was fielded between March and June 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) 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 & Poorís 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. 

    Media Relations Contacts:

    XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [email protected]

    John Tews; JD Power; 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 Canadian Small Business Banking Satisfaction Study

    Overall Satisfaction Declines among Small Business Banking Customers; Biggest Declines Are in Fees and Problem Resolution

    2013-09-27

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    TORONTO: 27 September 2013 — Overall satisfaction declines 10 points among small business banking customers, with the largest declines in fees and problem resolution, according to the JD Power 2013 Canadian Small Business Banking Satisfaction StudySM released today.

    “Small businesses are very sensitive to bank fees. Not only are they the primary driver of problems, but bank fees are also the most commonly cited reason for why small businesses decide to switch banks,” said Jim Miller, senior director of banking at JD Power. “Assigning an account manager who understands their customers’ business and works to resolve their problems may help minimize the impact of fee changes, as well as increase both satisfaction and key business metrics, such as advocacy, loyalty and customer retention.”

    KEY FINDINGS

    • Fees satisfaction declines due to changes in small business fee structures, with 39% of customers experiencing a fee structure change in 2013. More than one-half (59%) of small business customers who indicate they intend to switch financial institution during the next 12 months cite fees as the primary reason.
    • Fewer small business customers experienced a problem year over year (24% vs. 30%, respectively); however, those who did are less likely to indicate their problem was resolved to their satisfaction, compared with 2012 (74% vs. 80%, respectively).
    • Satisfaction declines the most among the largest segment of small business customers (sales volume between $2.5M and $10M), with a 41-point decline to 727 in 2013 from 768 in 2012.

    Rankings

    Scotiabank ranks highest in overall satisfaction for a second consecutive year (727 on a 1,000-point scale), followed by BMO Bank of Montreal (725) and TD Canada Trust (724).

     

    The 2013 Canadian Small Business Banking Satisfaction Study measures small business financial decision-makers’ satisfaction with their primary financial institution across eight factors: channel activities; account manager; facility; fees; product offerings; account information; credit services; and problem resolution. Channel activities are comprised of six sub-factors: branch, website, ABM, IVR, call centre and mobile. The study, which was fielded from June 2013 through July 2013, includes responses from 1,018 small business owners or financial decision-makers who use business banking services in Canada.

     

    Media Relations Contacts

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

    About JD Power and Advertising/Promotional Rules www.jdpower.com/corporate

    About McGraw Hill Financial www.mhfi.com

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  • 2013 U.S. Residential Television Service Provider Satisfaction Study

    Loss of Signal Is the Most Frequently Mentioned Performance Issue When TV Customers Experience Problems with Service Interruptions

    2013-09-26

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    WESTLAKE VILLAGE, Calif.: 26 September 2013 — Not only is loss of signal the most frequently mentioned service outage, but it also has the greatest negative impact on customer satisfaction and future loyalty, according to the JD Power 2013 U.S. Residential Television Service Provider Satisfaction StudySM released today.

    KEY FINDINGS 

    • Overall customer satisfaction among television service customers is 699 on a 1,000-point scale.
    • Satisfaction is 741 among customers who do not experience a loss of signal–82 points higher than among those who do experience a loss signal outage (659).
    • Approximately two-thirds (67%) of customers have experienced some type of service outage during the past 12 months, with 51 percent experiencing loss of signal. 
    • Other types of service outages experienced by customers include picture freezing (38%), post channel picture delay (26%) and picture tiling (19%).
    • Performance and reliability is the most critical factor driving overall satisfaction and meeting customer expectations.
    • The average monthly bill for television service is $87.
    “As customers expand their use of alternative video service, such as over-the-top service providers Netflix and Hulu, it’s important for cable and satellite TV providers to minimize service quality issues to reduce the likelihood of future customer defection,” said Kirk Parsons, senior director of telecommunications at 
    JD Power. 
    The 2013 U.S. Residential Television Service Provider Satisfaction Study is based on responses from 22,593 customers nationwide who evaluated their cable, satellite and Internet protocol (IPTV) television providers. The study was fielded in four waves: November 2012, January 2013, April 2013 and July 2013. The study measures customer satisfaction based on five factors: performance and reliability; cost of service; programming; billing; communication; and customer service.
     

    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.

    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 U.S. Residential Telephone Service Provider Satisfaction Study

    Managing Expectations for Service Restoration Becomes Critical as Outage-Related Issues Take a Toll on Performance and Reliability Satisfaction with Residential Telephone Service

    2013-09-26

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    WESTLAKE VILLAGE, Calif.: 26 September 2013 — Service outages due to severe weather or technical blackouts have a notably negative impact on satisfaction with telephone service performance and reliability among residential customers, according to the JD Power 2013 U.S. Residential Telephone Service Provider Satisfaction StudySM released today.

    KEY FINDINGS

    • Overall customer satisfaction among telephone service customers is 710 on a 1,000-point scale.
    • Satisfaction is 727 among customers who do not experience a service outage–85 points higher than among those who do experience at least one service outage (642).
    • Nearly one-fourth (21%) of customers indicate experiencing a service outage during the past year. 
    • Performance and reliability is the most critical factor in driving overall satisfaction and meeting customer expectations.
    • The incidence of customers who indicate they plan to drop their current telephone service during the next 12 months increases by 46 percent among those who have experienced a service outage, compared with those who have not experienced an outage (15% vs. 8%, respectively). 
    • The average monthly bill for telephone service is $45.
    “Given that performance and reliability is the most influential factor contributing to overall satisfaction, outages have an adverse negative impact on customer loyalty that cannot be ignored,” said Kirk Parsons, senior director of telecommunications at JD Power. “Reducing the number of outages may go a long way in retaining customers and growing the number of services purchased in the future.”
    The 2013 U.S. Residential Telephone Service Provider Satisfaction Study is based on responses from 19,432 customers nationwide who receive their local and long distance telephone service from one provider. The study was fielded in four waves: November 2012, January 2013, April 2013 and July 2013. Now in its 18th year, the study measures customer satisfaction with telephone service based on five factors: performance and reliability; cost of service; billing; communication; and customer service.
     

    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. 

    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 U.S. Residential Internet Service Provider Satisfaction Study

    Customer Satisfaction Is High among Internet Customers Who Upgrade to Premium Speed Offerings To Boost Performance

    2013-09-26

    jdp-root

    WESTLAKE VILLAGE, Calif.: 26 September 2013 — When customers upgrade their basic Internet service as their need for bandwidth increases, levels of both overall satisfaction and customer loyalty increase, according to the JD Power 2013 U.S. Residential Internet Service Provider Satisfaction StudySM released today.
     

    KEY FINDINGS 

    • Overall customer satisfaction among Internet service customers is 683 on a 1,000-point scale.
    • Customer satisfaction increases to 712 among customers who upgrade to premium speed package–41 points higher than among those who have not upgraded their Internet service (671).
    • More than one-third (38%) of customers indicate upgrading to premium speed service packages. 
    • Performance and reliability is by far the most critical factor in driving overall satisfaction and meeting customer expectations. 
    • Customers who upgraded to premium speed packages make nearly twice as many positive recommendations to friends/family of their provider during the past year (23% vs. 14%).  
    • The average monthly bill for premium speed packages is $48, compared with $43 for basic Internet.
    “As streaming video grows in popularity, supporting customer demand for bandwidth and download speeds presents many challenges for the industry,” said Kirk Parsons, senior director of telecommunications at JD Power. “Meeting these challenges increases customer satisfaction. Providing value-based bandwidth and download speed offerings are key for industry growth.” 
     

    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. 

    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 Vision Plan Satisfaction Report

    UnitedHealthcare Vision Ranks Highest in Customer Satisfaction among Vision Plan Providers

    2013-09-25

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    WESTLAKE VILLAGE, Calif.: 25 September 2013 — UnitedHealthcare Vision ranks highest in customer satisfaction among vision plan providers, performing particularly well in plan coverage and communication about plan benefits, according to the JD Power 2013 Vision Plan Satisfaction ReportSM released today.

    KEY FINDINGS

    • Overall satisfaction among vision plan members is 673 on a 1,000-point scale.
    • Among members who rate overall satisfaction 10 (Outstanding) on a 10-point scale, 83 percent say they “definitely will” select their current vision plan provider in the future.
    • Forty-two percent of members who rate overall satisfaction 10 (Outstanding) on a 10-point scale have single coverage.
    • The average monthly premium price paid for a vision plan is $36.33.

    “To highly satisfy vision plan members and build loyalty, providers need to clearly communicate up front their plan’s benefits, details of the coverage and the cost for monthly premiums and co-payments,” said Scott Hawkins, director of the healthcare practice at JD Power. “When the plan matches customer needs and expectations, the perceived value of the policy improves and satisfaction rises.”

    Rankings

    UnitedHealthcare Vision (704) ranks highest, followed by EyeMed (700) and VSP (687).
    The 2013 Vision Plan Satisfaction Report is based on responses from 3,015 verified vision plan members. The study was fielded from August 20, 2013, through August 26, 2013. The report measures vision plan member satisfaction based on four key factors (in order of importance): coverage, cost, communication and customer care.

    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.

    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 Certified Technology Service and Support Program: Riverbed Technology

    Riverbed Technology Recognized Again for Excellence in Certified Technology Service and Support Program

    2013-09-24

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    WESTLAKE VILLAGE, Calif.: 24 September 2013 — For a third consecutive year, Riverbed Technology has achieved certification under the JD Power Certified Technology Service and Support Program.SM This distinction recognizes Riverbed for delivering “An Outstanding Customer Service Experience” to customers globally.


    Jointly developed by JD Power  and the Technology Services Industry Association (TSIA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase. 


    “Riverbed’s customers have once again voiced their opinion of the company as a top-tier, customer-focused organization. By passing this rigorous certification program for the third consecutive year, Riverbed has demonstrated sustained levels of high performance year over year” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power. “The true mark of a world-class organization is its capacity to sustain excellence over time.”


    “Riverbed has, for the third consecutive year, demonstrated world-class customer satisfaction and technical support operational excellence,” said Thomas W. Pridham, senior vice president and general manager of TSIA’s Operational Best Practice and Certification programs. “Customers can rely on Riverbed for the people, processes and technology that are critical to the delivery of high quality support. The Riverbed technical support team should be very proud of their 2013 Certified Technology Services and Support certification recognition from JD Power.”


    To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies nationwide offering technology support, based on JD Power’ extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Certification is valid for one year.


    JD Power s evaluated Riverbed on its assisted service over the phone, email-based support, non-assisted website-based support, as well as depot support. For the certification, JD Power conducted a survey of Riverbed’s global customer base to establish an overall customer satisfaction index score and conducted onsite audits at Riverbed facilities.


    “Riverbed’s dedication to delivering a consistent, world-class support experience to our customers is reflected in these awards,” said Scott Downie, senior vice president of worldwide support at Riverbed. “Our philosophy is to focus on what is most important to the customer, and this companywide culture has enabled us to build the strong, lasting relationships we have with our customers. As we grow and scale our organization, we continue look for innovative ways to provide the fast and efficient services that make our customers successful within their own organizations.” 


    JD Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.

     


    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. 


    About TSIA


    The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or like us on Facebook. 


    Media Relations Contacts:


    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Suzanne Hite; TSIA, San Diego, Calif.; 410-774-5322; [email protected]  
    Lori Cross; Riverbed Technology; 415-527-4114; [email protected] 

    Follow us on Twitter: @JDPower

     

  • September 2013 Monthly Automotive Sales Forecast

    New-Vehicle Sales Slow in September Due to Timing of Labor Day; However, Overall Sales Trend Remains Positive

    2013-09-19

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    WESTLAKE VILLAGE, Calif.: 19 September 2013 — The new-vehicle sales pace in September has slowed slightly from its sprint in recent months, as volume is impacted by fewer selling days and the absence of Labor Day from September tallies, according to a monthly sales forecast developed jointly by JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    New-vehicle retail sales in September 2013 are projected to come in at 933,400 units, a 2 percent increase from September 2012. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles. The seasonally adjusted annualized rate (SAAR) in September is expected to be 12.4 million units. 
    “Although the year-over-year sales gain in September is smaller than has been observed in recent months, it’s important to recognize that September reported sales are being heavily influenced by a quirk on the industry sales calendar,” said John Humphrey, senior vice president of the global automotive practice at JD Power. 

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


    Source: thePower Information Network® (PIN) from JD Power

    The auto industry reports sales on a sales month basis rather than a calendar month basis. Historically, the Labor Day holiday has fallen in the September sales month; however, in 2013, it fell in the August sales month, meaning that sales delivered over the holiday weekend were counted in August sales rather than September. JD Power estimates that more than 248,000 new vehicles were sold during the Labor Day weekend. Had those sales been included in September, LMC Automotive indicates they would have lifted the monthly SAAR into the low 13 million unit range. 
    Humphrey commented that due to this difference in the sales reporting calendar in 2013, it makes sense to evaluate August and September sales in combination.  
    “When combined, August and September retail sales are expected to be up 10.6 percent, compared with August and September 2012, which underscores the continued positive trajectory in growth and overall health of the industry,” said Humphrey.

    Total Light-Vehicle Sales

    Total light-vehicle sales in September are expected to rise 4 percent, benefiting from a higher share of fleet sales relative to August. Fleet share returns to 18 percent, up from 11 percent in August. Fleet volume is expected to approach 200,000 units. At the current pace, fleet sales should account for less than 18 percent of the market in 2013. 
    “Fleet sales have been averaging between 20 and 22 percent annually and typically have a much lower margin than retail sales,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Therefore, fleet sales below 18 percent contribute to the overall financial health of the industry.”
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons


    1    Figures cited for September 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 (23 days in September 2013 vs. 25 days in September 2012).

    Sales Outlook 

    LMC Automotive is holding its 2013 forecast for total light-vehicle sales at 15.6 million units. However, retail light-vehicle sales are tracking slightly ahead of expectations with the total year now expected to come in at 12.9 million units, a slight increase from the previous forecast of 12.8 million units.
     
    “Even with the timing-driven volatility in August and September, the year-to-date selling rate of 15.5 million units is consistent with expectations of stronger retail-driven growth in 2013,” said Schuster. “Balancing growth with risk, and with all positive variables perfectly aligned, the automotive market right now is as strong as we’ve seen in several years.”
     

    North American Production

    North American production year-to-date through August remains up 4 percent relative to the same period in 2012, with volume up nearly 400,000 units to 10.7 million units. With automakers closely managing the supply-and-demand ratio, inventory levels in early September are holding at a 54-day supply, down slightly from 56 days in August. Overall inventory volume remains below 3.0 million units at 2.9 million. Given that capacity utilization is currently above 90 percent, the lean level of inventory is expected to continue throughout the remainder of 2013, with supply lingering below the 60-day level.

    LMC Automotive’s forecast for 2013 North American production holds at 16.0 million units, a 4 percent increase from 2012. Looking ahead, the 2014 production forecast is currently at 16.5 million units, up 3 percent from 2013. Volume is expected to get a boost from a higher level of demand, but also from the introduction of new vehicles. Key new production sourcing for 2014 include BMW X4; Ford Transit; Honda Fit; Mazda3; and Mercedes-Benz C-Class. In addition, 28 redesign models are expected to hit the market in 2014, up from nine in 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) 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. 

    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 Gas Utility Residential Customer Satisfaction Study

    Lower Bills and Better Communication Help Boost Residential Customer Satisfaction with Gas Utility Companies

    2013-09-18

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    WESTLAKE VILLAGE, Calif: 18 September 2013 — Lower monthly bills and better communication from utility companies are helping lift customer satisfaction with their natural gas provider, according to the JD Power 2013 Gas Utility Residential Customer Satisfaction StudySM released today.
    The study, now in its 12th year, measures residential customer satisfaction with gas utility companies across six factors: billing and payment; price; corporate citizenship; communications; customer service; and field service. 

    Key Findings

    • Overall satisfaction with natural gas utility companies averages 640 in 2013.
    • On average, monthly gas bills are $75, down from $98 in 2009.
    • Satisfaction is significantly higher among customers who are aware of their gas provider’s energy-saving programs than among those who are not aware of these programs.

    Overall satisfaction with natural gas utility companies averages 640 (on a 1,000-point scale) in 2013, up from 634 in 2012 and a 24-point increase from 616 in 2009.

    The increase in overall customer satisfaction is due in part to lower gas prices, with customers paying an average monthly bill of $75, down from $78 in 2012 and $98 in 2009. As a result, residential gas customer satisfaction with price averages 587, a 17-point increase from 2012. 
    The study finds that gas utility companies are communicating more effectively with their customers, specifically regarding their energy-saving programs. One-third (33%) of customers are aware of their utility’s energy-efficiency programs, an increase from 27 percent in 2012. Overall satisfaction among customers who say they are “very familiar” with the conservation programs offered by their utility is 107 points higher than among those who say they are “somewhat familiar” with these programs and 225 points higher than among those who say they are “not at all” aware. 
    “Monthly gas bills are the lowest we’ve seen in years, and the gas utility companies are effectively communicating with their customers regarding conserving energy and saving money,” said Jeff Conklin, senior director of the energy practice at JD Power. “That’s the perfect recipe for higher satisfaction.”

    Corporate Citizenship and Satisfaction

    Gas utility companies that are involved in the local community have more satisfied customers, provided their customers are aware of the efforts. For example, overall satisfaction among the 11 percent of customers who are aware of their gas utility company employees’ volunteer efforts in the local community is 758, compared with 576 among those who are not aware of the volunteer efforts. Moreover, satisfaction among the 21 percent of customers who are aware of their gas provider’s environmental efforts is 152 points higher than among those who are not aware.
    “Communication is better than ever, but there is still room for improvement,” said Conklin. “Making customers aware of what their utility is doing in the local community, from supporting local development to making financial donations, demonstrates how gas providers are giving back and helps increase overall customer satisfaction.”
    The study ranks large and midsize utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segment serve between 165,000 and 399,999 residential customers, while companies in the large utility segment serve 400,000 or more residential customers.

    East Region

    Among large utilities in the East region, UGI ranks highest with a score of 652. Following in the segment rankings are New Jersey Natural Gas (648) and National Fuel Gas (641).
    In the East region midsize utility segment, South Jersey Gas ranks highest (642), followed by Rochester Gas & Electric (641) and Columbia Gas of Pennsylvania (627).

    Midwest Region

    MidAmerican Energy ranks highest among large utilities in the Midwest region for a second consecutive year, with a score of 670. DTE Energy ranks second (660) and Columbia Gas of Ohio ranks third (646).
    Among midsize utilities in the Midwest region, Citizens Energy Group ranks highest for a second consecutive year, with a score of 642.  Alliant Energy ranks second (639), followed by Duke Energy and Metropolitan Utilities District in a tie (637 each). 

    South Region 

    Oklahoma Natural Gas ranks highest in the large utility segment in the South region for a second consecutive year, with a score of 669. CenterPoint Energy-South ranks second (663) and Texas Gas Service ranks third (662). 
    Among midsize utilities in the South region, TECO Peoples Gas ranks highest with a score of 655. Following in the segment rankings are Virginia Natural Gas (654) and CPS Energy (651).

    West Region

    NW Natural ranks highest among large utilities in the West region with a score of 676. Following in the segment rankings are Southern California Gas Company (670) and Questar Gas (652).
    Among midsize utilities in the West region, Cascade Natural Gas and Intermountain Gas Company rank highest in a tie at 655 each. Colorado Springs Utilities ranks third at 653.
    The 2013 Gas Utility Residential Customer Satisfaction Study is based on more than 64,600 responses from residential customers of the 74 largest gas utilities across the continental United States. The study was fielded between September 2012 and July 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) 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. 

    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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