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  • 2013 India Customer Service Index (CSI) Study

    Proximity of Automotive Service Workshops in India Remains an Issue for Vehicle Owners

    2013-10-31

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    In this video, we tackled the following issues:

    • Chapter 1: Proximity of Service Network to Customers
    • Chapter 2: Service Initiation as Key Driver of Service Satisfaction
    • Chapter 3: Performance of Highest Ranked Make
    • Chapter 4: The Best Improved Make

     

    SINGAPORE: 31 Oct 2013 — Although the number of workshops in automakers’ service networks has increased significantly, the establishment of workshops in key locations where vehicle owners often live or work is not aligned to customer needs, which means it still takes vehicle owners the same amount of time to reach a service workshop as it did in 2009, according to the JD Power Asia Pacific 2013 India Customer Service Index (CSI) StudySM released today.

    The study, now in its 17th year, measures satisfaction among vehicle owners who visit an authorized dealership service center for maintenance or repair work between the first 12 to 24 months of vehicle ownership. The study measures overall satisfaction in five factors (listed in order of importance): service quality; vehicle pick-up; service advisor; service facility; and service initiation. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction.

    Convenience of location is among the key reasons of workshop choice among vehicle owners in India over the past 5 years. Yet proximity of service workshops in India remains an issue for vehicle owners. This has been compounded by the uneven growth of new-vehicle sales among the various regions and cities of India. New-vehicle sales have increased in areas that have fewer, or are farther away from, workshops.  As a result, the study finds that the time it takes vehicle owners to reach a workshop—25 to 30 minutes, on average—has remained largely unchanged during the past five years. 

    “While there has been service network expansion by all automakers during the past five years, the locations of these establishments are not sufficiently meeting customer needs in many cases either due to real estate availability, cost and local regulations,” said Mohit Arora, executive director, JD Power Asia Pacific. “Since vehicle servicing is seen as an essential errand, any steps taken to enhance customer convenience are likely to be appreciated.”

    The study also finds that automakers and dealerships are attempting to manage their per day intake of service vehicles by encouraging customers to schedule an appointment. 70 percent of customers made an appointment for service in 2013, compared with 65 percent in 2012. However, these service volumes have not been sufficiently aligned to manpower and infrastructure planning. While 82 percent of customers are attended to immediately when they arrive at the workshop, 18 percent still have to wait to get their vehicle in for service, an increase from 16 percent in 2012. Among customers who have to wait to get their vehicle in for service when they arrive at the workshop, 62 percent made an appointment for their service. 

    “Most vehicle owners prefer to schedule an appointment for service as it helps them plan their day,” said Arora. “It is important for dealerships to ensure that relevant skilled manpower is available to ensure a smooth process for getting the vehicle in for service and minimize waiting time. This is likely to become a key driver of overall satisfaction with the after-sales service process in India.”

    Overall customer satisfaction with the dealership service experience remains unchanged in 2013 from 2012 at 834 index points. While satisfaction with the service facility increases four points in 2013, the gain is offset by a four-point drop in the service initiation factor; all other factors remain unchanged from 2012.

    Maruti Suzuki ranks highest in customer satisfaction with dealer service for a 14th consecutive year, with a score of 876. Maruti Suzuki performs particularly well across all factors. Hyundai (833) and Honda (825) follow in the rankings. Hyundai is also the most improved brand in the study, with significant improvements achieved across all five factors.

    The overall quality of service completed continues to show consistently strong performance across the industry year over year. While 93 percent of owners indicate that the work was done correctly the first time, which is consistent with 2012 results, 71 percent of owners indicate that their vehicles were returned cleaner after the service–a 7 percent increase from 2012.

    “The quality of service remains consistently high, evidence that the automakers and their dealer networks are working hard to make service a satisfying experience for their customers,” said Arora. 

    Vehicle owners who are highly satisfied with dealer service tend to have higher levels of advocacy and loyalty to the dealership and the brand. Among owners who are highly satisfied with their service experience at the dealership (service satisfaction scores averaging 949 or higher), 93 percent indicate they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 32 percent of less-satisfied owners (service satisfaction scores averaging 766 or lower) say the same. Similarly, 88 percent of highly satisfied owners indicate they “definitely would” purchase their next vehicle from the service dealer, compared with just 30 percent of those who are less satisfied.

    The 2013 India Customer Service Index Study is based on evaluations from 7,477 vehicle owners. The study was fielded from May to August 2013 and includes owners who purchased their vehicle between May 2011 and August 2012.

    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/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 (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

    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: @JDPowerNo 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 China Initial Quality Study (IQS)

    Initial Quality with Domestic Brands in China Improves Significantly, Narrowing the Gap with International Brands

    2013-10-31

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    SHANGHAI: 31 October 2013 — Domestic automakers are making strides in improving vehicle initial quality, as Chinese brands significantly narrow the gap with international brands helping drive the overall industry average problem rate in China to a record low, according to the JD Power Asia Pacific 2013 China Initial Quality StudySM (IQS) released today.

    The study, now in its 14th year, examines problems experienced by new-vehicle owners within the first two to six months of ownership in two distinct categories: design-related problems and defects and malfunctions. The overall initial quality score is determined by problems reported per 100 vehicles (PP100), with a lower rate of problem incidence indicating higher quality.

    Overall initial quality of domestic brands improves to 155 PP100 in 2013, a significant decrease of 57 PP100 from 2012. Initial quality of international brands also improves year over year, to 104 PP100 in 2013 from 117 PP100 in 2012. The gap is quality scores between domestic brands and international brands has narrowed to 51 PP100 in 2013 from 95 PP100 in 2012.

    The improvement of Chinese domestic brands is largely driven by a significant reduction in the number of problems related to the engine/ transmission and heating, ventilation and air conditioning (HVAC) system, each decreasing by 12 PP100.

    “Chinese domestic brands achieve tremendous improvement in vehicle quality in 2013, with four domestic brands–GAC Motor, Venucia, Roewe and Luxgen[1]–performing above industry average,” said Dr. Mei Songlin, vice president and managing director of JD Power China. “We have seen the gap with international brands continually narrow during the past 14 years from 396 PP100 in 2000.”

    Overall initial quality across the industry averages 119 PP100 in 2013, which represents the lowest number of problems since the inception of the study in 2000.

    When examining initial quality by country of manufacturer origin, Korean brands have the highest overall initial quality with an average of 85 PP100, which is an 8 PP100 improvement from 2012. Japanese brands average 104 PP100 and improve by 9 PP100 from 2012. European and U.S. brands each average108 PP100, with improvements of 11 PP100 and 28 PP100, respectively, from 2012.

    Maintaining high initial quality is critical to retaining current customers and attracting new customers. According to the JD Power Asia Pacific 2013 China Sales Satisfaction Index (SSI) Study,SM initial quality is the most important driver of purchase decisions by new-vehicle buyers. The 2013 China IQS finds that among owners who experience no problems with their vehicle, 36 percent say they “definitely will” recommend their brand to others, while 18 percent say they “definitely will” repurchase the brand. In contrast, among owners who experience more than one problem with their vehicle, the rates of those who say they “definitely will” recommend and repurchase decline to 25 percent and 12 percent, respectively.

    “To further improve initial quality, automakers should focus on the most frequently reported problems among Chinese vehicle owners, such as issues regarding fuel efficiency and various noise problems,” said Tony Zhou, automotive research director at JD Power China.

    Excessive fuel consumption has remained the most frequently reported problem since 2007. New-vehicle owners in China tend to be particularly sensitive to noise problems; with brake noise and excessive wind noise the second- and third-most-frequently reported problems. Abnormal engine noises and tires–excessive road noises are also among the most frequently reported problems.

    2013 China IQS Ranking Highlights

    Lexus and Mercedes-Benz tie for highest-ranked nameplates in the study, averaging 52 PP100 each. Subaru (64 PP100) ranks third, followed by Volkswagen (66 PP100) and BMW (67 PP100).

    The model-level rankings show considerable global diversity. Among the 213 models examined in the study, two models from Beijing Hyundai (Hyundai Verna and Hyundai Sonata) and two from U.S. brand Shanghai General Motors (Chevrolet Sail and Buick GL8) rank highest in their respective segments. Receiving one award each are Japanese brands Toyota (Toyota Corolla EX) and Subaru (Subaru Forester); German brands BMW (BMW X1) and Mercedes-Benz (Mercedes-Benz E-Class); and Chinese domestic brands BYD (BYD F0) and Changan (Changan Star 2).

    In total, 10 vehicle segments are eligible for awards in the 2013 China IQS. Models ranking highest overall in their respective segments are:

    • Compact: BYD F0
    • Premium Compact: Chevrolet Sail
    • Entry Midsize: Hyundai Verna
    • Midsize: Toyota Corolla EX
    • Upper Premium Midsize: Hyundai Sonata
    • Luxury: Mercedes-Benz E-Class
    • SUV: Subaru Forester
    • Luxury SUV: BMW X1
    • MPV: Buick GL8
    • Mini Van: Changan Star 2

    The 2013 China Initial Quality Study (IQS) is based on evaluations from 21,181 owners of new vehicles purchased between October 2012 and June 2013. The study analyzes models in 12 vehicle segments and includes 213 different passenger-vehicle models from 65 different brands. The study was fielded from April to August 2013 in 46 major cities across China.

    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, Australia, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media email contact: [email protected]. Please follow JD Power at http://e.weibo.com/jdpowerchina.

    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 (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.

    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.

    # # #

    [1] No domestic brand exceeded industry average in the JD Power Asia Pacific 2012 China Initial Quality Study.SM

     

  • 2013 U.S. Small Business Banking Satisfaction Study

    Overall Satisfaction among Small Business Banking Customers Drops Despite a Rise in Fees Satisfaction

    2013-10-30

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    WESTLAKE VILLAGE, Calif.: 30 October 2013 — Overall satisfaction among small business banking customers declines due to dissatisfaction with problem resolution and with the most frequently used transaction methods, branch and online; yet, satisfaction with fees increases, according to the JD Power 2013 U.S. Small Business Banking Satisfaction Study.SM

    KEY FINDINGS

    • Overall satisfaction among small business banking customers has decreased in 2013 by 9 points (on a 1,000-point scale).
    • Banks made fewer changes to their small business customers’ fee structures in 2013, which contributes to the increase in satisfaction with fees.
    • Mobile banking satisfaction increases 27 points, although usage among small business customers remains low at only 11 percent.
    • Fifty-five percent of customers perceive their bank as technologically innovative, down from 67 percent in 2012.
    • Forty percent of small business banking customers with an assigned account manager indicate at least one change in account manager during the past year, negatively impacting overall satisfaction.
    “Small business customers continue to rely on the branch for many of their routine transactions, even though retail consumers are quickly migrating to self-service channels, including online and mobile. Banks are falling short of small business customers’ expectations in both the branch and offering innovative services to make it easier to manage their finances,” said Jim Miller, senior director of banking at JD Power. “Financial institutions should focus on tailoring products and services specifically to their small business customers rather than expecting them to make due with those that are designed for retail customers or larger commercial relationships.”

    Small Business Banking Satisfaction Regional Rankings

    Chase ranks highest in small business banking satisfaction in the Midwest, West and South regions and performs particularly well in product offerings; facility; credit services; fees; and channel activities. TD Bank ranks highest in small business banking satisfaction in the Northeast region and performs particularly well in product offerings; facility; account information; and channel activities.
    The 2013 U.S. Small Business Banking Satisfaction Study, now in its eighth year, includes responses from nearly 9,100 small business owners or financial decision-makers who use business banking services. The study measures small business customer satisfaction with the overall banking experience by examining eight factors: product offerings; account manager; facility; account information; problem resolution; credit services; fees; and channel activities. The study was fielded from July 2013 through August 2013.

    Media Relations Contacts:

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

    About JD Power and Advertising/Promotional Rules
    http://www.jdpower.com/about/index.htm  
    About McGraw Hill Financial www.mhfi.com. 



     

  • 2013 U.S. Auto Claims Satisfaction Study

    Improvements in First Notice of Loss and Claims Settlement Drives Higher Customer Satisfaction

    2013-10-30

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    WESTLAKE VILLAGE, Calif.: 30 October 2013 — Customer satisfaction with auto insurance claims handling is improving, due in large part to insurers’ improvements in managing the first notice of loss (FNOL) process and providing faster payments to claimants, according to the JD Power 2013 U.S. Auto Claims Satisfaction StudySM released today.

    KEY FINDINGS 

    • Overall satisfaction with settlement improves by three points on a 1,000-point scale in 2013, compared with 2012, while satisfaction with first notice of loss improves by four points.
    • FNOL satisfaction improves due to improvements in explaining both the policy coverage and the claims process to claimants. Satisfaction with the claim settlement improves because insurers are paying claims faster–51 percent of claimants received their payment within eight days of FNOL in 2013, compared with 45 percent in 2012.
    • Auto Club of Southern California Insurance Group ranks highest in auto claims satisfaction with an index score of 889, a 15-point improvement from 2012 and a 65-point improvement from 2011.
    • Overall satisfaction improves for 13 of the 25 insurance companies included in the study.
    • Claimant experience impacts loyalty and advocacy. Among claimants who are “delighted” (satisfaction scores of 900 or higher), 80 percent say they “definitely will” renew with their current insurer and 79 percent “definitely will” recommend their insurer to others. Among claimants who are “pleased” (scores of 750-899), only 53 percent “definitely will” renew and 45 percent “definitely will” recommend.    
    • Overall customer satisfaction with auto claims averages 855 in 2013, up three points from 2012.
    “While personal auto insurance is a relatively low-touch category, claims handling is an area where insurers can make a big impact on customer satisfaction in a relatively short period of time,” said Jeremy Bowler, senior director of the global insurance practice at JD Power. “Satisfaction for Auto Club of Southern California Insurance Group and others that have developed a customer-centric focus on the claims process has significantly improved during the past couple of years.”
    The 2013 U.S. Auto Claims Satisfaction Study is based on responses from more than 11,500 auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed roadside assistance claims. Survey data was collected between December 2012 and September 2013.

    Media Relations Contacts:

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

    About JD Power and Advertising/Promotional Rules
    http://www.jdpower.com/about/index.htm  
    About McGraw Hill Financial www.mhfi.com. 

    # # # 

     

  • JD Power Certified Call Center Program—Salt River Project (SRP)

    Salt River Project Call Centers Recognized for Providing An Outstanding Customer Service Experience

    2013-10-28

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    WESTLAKE VILLAGE, Calif.: 28 October — Salt River Project (SRP) has been recognized for an eighth consecutive year for call center operation customer satisfaction excellence under the JD Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Salt River Project’s service call center operations to provide “An Outstanding Customer Service Experience.”


    To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Salt River Project customers who recently contacted its call centers in Mesa, Tempe and Queen Creek, Arizona.


    “In achieving certification for eight years running, SRP epitomizes an organization committed to providing outstanding service to customers contacting its call center,” 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 Powers’ 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 extremely proud to receive this certification for the eighth consecutive year,” said Renee Castillo, SRP senior director customer services. “It underscores our ongoing commitment to provide exceptional customer service to every customer on every call.”


    The Certified Call Center 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 Certified Call Center Program, please visit JDPower.com.

    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 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 (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]
    Patty Garcia; Salt River Project; Phoenix, AZ; (602) 236-2500; [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/corporate

    Follow us on Twitter: @JDPower


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  • JD Power Certified Call Center Program—Guardian Retirement Solutions

    Guardian Retirement Solutions Call Center Recognized for Providing an Outstanding Customer Service Experience

    2013-10-28

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    WESTLAKE VILLAGE, Calif.: 28 October 2013 — Guardian Retirement Solutions, a unit of The Guardian Insurance & Annuity Company, Inc., has been recognized for call center operation customer satisfaction excellence for a third consecutive year under the JD Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Guardian Retirement’s service call center operations to provide “An Outstanding Customer Service Experience.”


    To become certified, the call center 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 Guardian Retirement’s customers who recently contacted its call center in Bethlehem, PA.


    “In achieving certification for the third consecutive year, Guardian Retirement Solutions has demonstrated its commitment to delivering outstanding service to its financial benefit plan customers contacting its call center,” said Mark Miller, senior director at JD Power. “Among their many strengths are their customer service representatives, who perform particularly well in resolving problems, questions or requests in a timely manner, being courteous and demonstrating knowledge.”


    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’s 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.


    “Superior customer service is key to success in the retirement marketplace. Achieving the JD Power Call Center Certification for the third consecutive year underscores Guardian’s commitment to being the go-to 401(k) provider in the micro-small plan market, as well as the carrier of choice for our annuity business, presenting our clients with exceptional service that consistently exceeds their expectations,” said Kim Flemm, vice president and head of operations, Guardian Retirement Solutions.


    The Certified Call Center 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.



    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 (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]
    Jeanette Volpi; Guardian Life Insurance Company of America; (212) 919-2188
    [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. JDPower.com

    Follow us on Twitter: @JDPower


    # # #

     

  • 2013 Japan Navigation Systems Customer Satisfaction Index Study

    Expandability Is a Key Factor in Product Differentiation for Aftermarket Navigation Systems

    2013-10-25

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    TOKYO: 25 October 2013 — Expansion features, such as rear entertainment capability, improve overall customer satisfaction with aftermarket navigation systems, according to the JD Power Asia Pacific 2013 Japan Navigation Systems Customer Satisfaction Index StudySM released today.

    Now in its seventh year, the study measures customer satisfaction with aftermarket brand in-dash vehicle navigation systems. The study also measures satisfaction with navigation systems as in-vehicle information systems–also known as a portable navigation device (PND)—including music and video player functions, and telematics services, as well as search and guidance functions. For in-dash systems, four factors are examined (in order of importance): navigation function1 (42%); infotainment equipment (21%); operation/user interface (20%); and screen (17%). Overall satisfaction scores are calculated based on customer evaluations of multiple attributes of these factors and are based on a 1,000-point scale.

    The study finds that satisfaction among owners of in-dash aftermarket navigation systems equipped with expansion features, such as rear entertainment systems is 558, which is 26 points higher than the in-dash aftermarket navigation segment average of 532, and 15 points higher than satisfaction among owners of aftermarket navigation systems equipped with terrestrial digital TV tuners–an increasingly desirable feature (543).

    Similar to owners of factory- or dealer-installed (OEM) navigation systems, owners of aftermarket systems desire expansion features that contribute to security and safety, with 58 percent of owners indicating they have a rear-view camera, 7 percent indicating they have a front-view camera, and 5 percent indicating they have a side-view camera. These safety features also contribute to high satisfaction, as overall satisfaction among owners of aftermarket navigation systems with rear-view cameras is 537, while satisfaction among owners with front-view cameras and side-view cameras is 551 and 540, respectively.

    “Sales of in-dash aftermarket navigation systems and PNDs have decreased, and low-price navigation systems/devices have emerged in the market,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “Since it is known that owners value expansion features, incorporating these expansion features into aftermarket systems will help differentiate them from other basic, low-cost systems.”

    High satisfaction leads to higher repurchase intent and customer recommendations. The study finds that 40 percent of owners who are highly satisfied with their in-dash aftermarket navigation system (index score of 800 higher on a 1,000-point scale) indicate they “definitely will” repurchase the same brand when they buy their next navigation system and 30 percent say they “definitely will” recommend the brand to others. However, loyalty and advocacy decrease to 12 percent and 8 percent, respectively, among owners with satisfaction scores between 700 and 799. Repurchase intent and product recommendation increase dramatically when the overall satisfaction is 800 points or higher.

    The Alpine Big X series ranks highest aftermarket navigation systems in the in-dash segment for a second consecutive year, achieving a score of 564 points. The Big X series performs particularly well in the screen and infotainment equipment factors. The Panasonic Strada H series (550) ranks second and The Pioneer Cyber Navi (549) ranks third.

    “Until now, successful aftermarket navigation systems have been highly distinctive systems that fully explored the possibilities of specific functions and high-spec systems with features that OEM navigation systems cannot keep pace with,” said Kimoto. “Aftermarket systems with functions and appearance similar to factory- or dealer-installed navigation systems that also utilize expansion features to provide systems that owners can customize are key to achieving differentiation from competitors.”

    The 2013 Japan Navigation Systems Customer Satisfaction Study is based on responses from 2,623 owners who purchased their system between April 2011 and March 2013. The Internet study was fielded in July 2013.

    The 2013 Japan Navigation Systems Customer Satisfaction Index Studyis one of eight consumer-based benchmark studies conducted by JD Power Asia Pacific in Japan. Other 2013 studies conducted by JD Power Asia Pacific include:
    • The 2013 Japan Winter Tire Customer Satisfaction Index Study, which measures overall customer satisfaction with winter tires, was released in May.
    • The 2013 Japan Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to nine months of ownership, was released in late August.
    • The 2013 Japan Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process, was released in late August.
    • The 2013 Japan Customer Service Index (CSI) Study, which measures overall customer satisfaction with service performed at automotive dealer facilities, was released in late September.
    • The 2013 Japan Automotive Performance, Execution and Layout (APEAL) Study, which measures what excites and delights owners about their new vehicle’s performance and design during the first two to nine months of ownership, was released in late September.
    • The JD Power Asia Pacific 2013 Japan Navigation Systems Customer Satisfaction Index Study (OEM), which measures customer satisfaction with factory- and dealer-installed navigation systems, was released in October.
    • The 2013 Japan Original Equipment Tire Satisfaction Study, which measures customer satisfaction on original equipment tires, was released in October.
    • The 2013 Japan Replacement Tire Satisfaction Study, which measures customer satisfaction with replacement tires, will be released in October.

    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 japan.jdpower.com. Media email 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/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 (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.
    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
    1 Navigation Function includes evaluations of destination search, route setting, route/road guidance and map data

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  • October 2013 Monthly Automotive Sales Forecast

    New-Vehicle Buyers Timid During Government Shutdown; However, Retail Light Vehicle Sales Expected to Improve as October Closes

    2013-10-24

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    WESTLAKE VILLAGE, Calif.: 24 October 2013 — While the government shutdown constrained new-vehicle retail sales during the first half of October, the overall pace for the month remains slightly ahead of the running average for the year, according to a monthly sales forecast developed jointly by JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    New-vehicle retail sales in October are projected to come in at 1,016,500 units, an 8 percent increase from October 2012. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles. The seasonally adjusted annualized rate (SAAR) in October is expected to be 12.8 million units, compared with the year-to-date run rate of 12.7 million units.

    U.S. Retail SAAR–October 2012 to October 2013
    (in millions of units)


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

    Retail sales during the first two weeks of October were up only 1.6 percent (selling-day adjusted), compared with October 2012, but retail sales during the third week were up 7.7 percent, compared with the same period a year ago.  
    Sales in the Atlantic Coastal region, which had the highest concentration of government employees impacted by the shutdown, suffered the most, down 6.5 percent through the first two weeks of October. Sales in the region bounced back when the shutdown ended, surpassing sales during the same period in 2012 by 2.5 percent. 
    “The government shutdown clearly had an impact on retail sales through government employees directly affected by the shutdown, vehicle shoppers involved in businesses impacted by the shutdown and its impact on consumer confidence,” said John Humphrey, senior vice president of the global automotive practice at JD Power. “However, sales in the third week of the month strengthened relative to the first two weeks, which is evidence of vehicle buyers delaying their purchase until the shutdown was resolved.”

    Total Light-Vehicle Sales

    Total light-vehicle sales in October also are expected to increase 8 percent from October 2012. Fleet sales are expected to return to a 200,000 unit level, after 220,000 sales in September, with share of industry dropping to 17 percent from 19 percent in September. Fleet share for the full year is expected to come in below the 18 percent level.
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons



    1 Figures cited for October 2013 are forecasted based on the first 17 selling days of the month.

    2The percentage change is adjusted based on the number of selling days in the month (27 days in October 2013 vs. 26 days in October 2012).

    Sales Outlook

    The sales outlook for 2013 remains unchanged at 15.6 million units. However, with two months of a slight pullback, retail sales are projected to come in at 12.8 million, a slight decline from the previous forecast of 12.9.

    “The industry didn’t escape the turmoil in Washington, but the disruption was not enough to stop the auto recovery,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Light-vehicle sales volume north of 16 million units in 2014 is well within reach; however, there is a higher level of risk that consumer confidence could be distracted again in the first quarter if, as expected, the debt ceiling gridlock returns.”

    North American Production

    Year-to-date production in North America through September is up more than 4 percent from the same period in 2012. Production in September 2013 was at 1.4 million units, a 13 percent increase from September 2012.

    The lower sales pace in September, combined with higher production, has caused a slight increase in inventory levels. October started with a 63-day supply, up from 56 days at the beginning of September.
     

    A 63-day supply represents a healthy level that is right in the middle of the 60- to 65-day supply normal range. Schuster notes that given the current selling rate for October, days supply is expected to climb further toward the mid-60-day range, but should not have a negative impact on production levels, as a small inventory buffer may help meet demand as the year closes out.

              

    LMC Automotive has nudged up the volume outlook for 2013 North American production to 16.1 million units from 16.0 million. The overall growth rate is expected to slow slightly in 2014, with volume forecast up 3 percent to 16.5 million units. Leading the way, in terms of growth next year, are BMW, Daimler and Renault-Nissan, all with newly sourced vehicles in North America. BMW, with the X4, and Nissan, with the Murano and a full year of the Rogue, are expected to post double-digit production growth, while Daimler, with the addition of the C-Class, is expected to be up 21 percent from 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 (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]

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

     
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  • 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 2

    Switching Traditional Mobile Phone Devices Is Greatly Impacted by Level of Usage Activity, as Ease of Operation Factor Is Key in Satisfaction

    2013-10-24

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    WESTLAKE VILLAGE, Calif.: 24 October 2013 — High usage activity among traditional mobile phone customers, particularly among those who are more likely to text, increases the likelihood to switch devices, according to the JD Power 2013 U.S. Wireless Traditional Mobile Phone Satisfaction StudySM—Volume 2 released today.

    KEY FINDINGS

    • Among customers who text at least 30 times within a two-day period, 49 percent say they “definitely will” or “probably will” switch to a different traditional mobile phone or to a smartphone in the next 12 months. In comparison, only 32 percent of customers who text less than 10 times in a two-day period say the same.
    • Overall satisfaction with traditional mobile phone devices is lower among customers who text 30 or more times in a two-day period than among those who text fewer than 10 times (725 vs. 740, respectively, on a 1,000-point scale).
    • Ease of operation is a key factor impacting traditional mobile device satisfaction, as pressing/activity keys, navigation and ease of texting/messaging are critical operational activities among customers who frequently use their device.
    • The primary reason for purchasing a traditional mobile phone device is cost/price (57%), followed by feature set (15%) and style/design (14%).
    • Overall customer satisfaction with traditional mobile phone devices is 735.
    “It’s very interesting to see the correlation between switching intent and how frequently customers use their traditional mobile phone device,” said Kirk Parsons, senior director of telecommunications services at JD Power. “It’s very critical for OEM brands to provide devices that are easy to use, especially when texting, given the typically small physical size of traditional mobile phones, compared with much larger smartphone devices where touch screens dominate the communication experience.”

    The 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 2 is based on experiences evaluated by 1,929 traditional device customers who have owned their current phone less than one year. The study was fielded between February and August 2013. The study measures customer satisfaction in four factors: performance (29%); ease of operation (26%); physical design (24%); and features (21%).

    Media Relations Contacts:

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

    About JD Power and Advertising/Promotional Rules
    http://www.jdpower.com/about/index.htm  
    About McGraw Hill Financial www.mhfi.com. 

     

  • 2013 Vietnam Sales Satisfaction Index (SSI) Study

    Dealers Need to Offer More Test Drives to Further Improve Satisfaction

    2013-10-22

    jdp-root

    SINGAPORE: 22 October 2013 — Offering a test drive to new-vehicle buyers who visit a dealership in Vietnam increases customer satisfaction with the sales process, according to the JD Power Asia Pacific 2013 Vietnam Sales Satisfaction Index (SSI) StudySM released today.

    Now in its fifth year, the study examines seven factors that contribute to overall satisfaction with the purchase experience. In order of importance, they are delivery process (29%); delivery timing (17%); sales initiation (15%); paperwork (11%); salesperson (11%); dealer facility (10%); and deal (7%). SSI performance is reported as an index score based on a 1,000-point scale, where a higher overall SSI score indicates higher satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 850 in 2013–a 4-point increase from 2012.

    While the study finds that 36 percent of new-vehicle shoppers actually take a test drive, only 73 percent of new-vehicle buyers are offered a test drive by the dealer—a 7 percent decrease from 2012. Overall satisfaction with the sales experience is 852 among buyers who are offered a test drive, which is eight points higher than among those who were not offered a test drive. Among new-vehicle buyers who already own a vehicle, offering a test drive is even more important, with overall satisfaction among customers given the option to test the vehicle (869) 19 points higher than the industry average.

    According to the study, the average length of a test drive is 17 minutes in 2013, compared with 19 minutes in 2012 and 21 minutes in 2011.

    “It is important that dealers encourage customers to test drive their new-vehicles in order to familiarize themselves with the various features and benefits of the car,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “A test drive is a great opportunity for the salesperson to demonstrate and highlight vehicle features to customers, answer any queries that customers may have and help to differentiate their brand from those of competitors.”

    With 84 percent of new-vehicle buyers in Vietnam purchasing a new vehicle for the first time, the study finds that satisfaction is higher among new-vehicle buyers when their salesperson spends more than 30 minutes to conduct a thorough handover of the new vehicle to the customer—15 points higher than among buyers whose salesperson spends 15 minutes or fewer with them at the time of delivery.

    “Customers are often excited to take delivery of their new vehicle and appreciate the time taken by the salesperson to explain not only the vehicle features, but also answer questions related to the service intervals and warranty coverage,” said Nair. “This is especially so in Vietnam where the majority of new vehicle owners are first time buyers, and they may not be familiar with all aspects of the new vehicle.”

    According to the study, friends and family is the most popular source of information for new-vehicle shoppers (89%). However, 78 percent of new-vehicle shoppers in Vietnam use the Internet to research vehicle makes and models, up from 61 percent in 2012.

    “The importance of the Internet in Vietnam underscores the need for brands and dealerships to provide a strong Web presence that both informs and attracts customers,” said Nair. “Brands that can leverage the Internet to extend and complement their physical dealerships stand to benefit from engaging customers across multiple contact channels.”

    The study shows a close correlation between customer satisfaction with the new-vehicle purchase and delivery experience, and customers’ future loyalty and advocacy intentions toward their dealer and brand. Among highly satisfied customers (SSI scores of 886 or higher), 52 percent say they “definitely would” recommend their dealer to friends and relatives, compared with only 33 percent among highly dissatisfied customers (SSI scores of 812 or lower). A similar positive trend is reflected for customer intentions to recommend the vehicle brand they purchased.

    Among the six brands ranked in the study, Hyundai ranks highest in overall sales satisfaction with a score of 856, up 8 points from 2012. Hyundai performs particularly well in the sales initiation, deal, salesperson and delivery timing factors. Honda ranks second (853), followed by Toyota (852).

    The 2013 Vietnam Sales Satisfaction Index (SSI) Study is based on responses from 922 new-vehicle owners who purchased their vehicle between October 2012 and July 2013. The study was fielded between May and August 2013 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Vietnam.

    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 performance analytics services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at JDPower.com. Media email 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/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 (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.

    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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