Category: APAC

Customer Satisfaction with the New-Vehicle Sales and Delivery Process in the Philippines Improves for a Second Consecutive Year

1970-01-01

jdp-root

SINGAPORE: 31 August 2012 – As domestic sales of new passenger vehicles in the Philippines continues to grow–with an approximate 8 percent increase year over year to 70,844 units sold as of June 2012–customer satisfaction with the new-vehicle sales and delivery process has improved for a second consecutive year, according to the JD Power Asia Pacific 2012 Philippines Sales Satisfaction Index (SSI) Study^SM released today.

Customer satisfaction has increased from 2011 across all factors, with the largest improvements in delivery timing (+33 index points) and salesperson (+27 index points). In addition, overall satisfaction for all 10 brands included in the study has increased by double digits in 2012.

“As the market recovers from supply issues caused by the floods in Thailand in 2011, dealers in the Philippines are putting more efforts on customer satisfaction and in meeting customer needs,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “This has resulted in a larger proportion of customers who are more highly satisfied with the overall purchase experience.”

Now in its 12th year, the study examines seven factors that contribute to overall customer satisfaction with the purchase experience. In order of importance, they are: delivery process; delivery timing; salesperson; paperwork; deal; sales initiation; and dealer facility. SSI performance is reported as an index score based on a 1,000 point scale, and a higher overall score indicates greater satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 855 in 2012–an improvement of 26 points from 2011.

Honda ranks highest in new-vehicle sales satisfaction with a score of 862 and performs particularly well in the paperwork, salesperson and delivery timing factors. Closely following Honda in rankings are Hyundai (861), Kia (860) and Ford and Toyota in a tie (857 each). Hyundai performs particularly well in the deal factor, while Kia performs particularly well in sales initiation and delivery process and Ford performs well in dealer facility.

The study finds that salespersons’ greater focus on customers has improved. The proportion of customers whose salesperson asked about their vehicle usage and needs has increased to 94 percent in 2012 from 89 percent in 2011. Likewise, the time taken to close the deal has shown improvement from 2011.

“Customers are increasingly expecting a shorter time frame to close the deal,” said Arora.  “As the deal and paperwork factors represents nearly one-fourth of the overall satisfaction score, dealers must continue to focus on this aspect of the customer experience or risk losing business to their competition.”

The proportion of customers who financed their vehicle purchase through a loan significantly increased following the Philippines credit boom in 2012, in which auto loans rose at approximately 17 percent year over year, and represented around P145 billion as of the end of March 2012. In the 2012 study, 71 percent of customers indicate they purchased their vehicle with a loan, up from 52 percent in 2011.

The study finds that high levels of satisfaction translate into higher levels of repurchase intent and brand loyalty. Among customers who say they are “delighted” with the sales process for their new vehicle (providing a rating of 10 on a 10-point scale), 44 percent say they “definitely would” repurchase the same make, compared with 11 percent of customers who are “disappointed” with the sales process (ratings of five points or lower) say the same.

“The challenge for dealers is to focus on long-term satisfaction and loyalty, as 67 percent of new-vehicle owners in 2012 are first-time buyers in the Philippines,” said Arora. “Dealers and manufacturers must find ways to consistently maintain and improve the customer experience, as showroom traffic–and thus competition to conquest new customers–is increasing.”

The 2012 Philippines SSI Study is based on responses from 1,505 new-vehicle owners who purchased their vehicle between August 2011 and April 2012. The study was fielded from February to June 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 and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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Satisfaction with the New-Vehicle Sales Experience Lags among First-Time Buyers in Vietnam

1970-01-01

jdp-root

SINGAPORE: 22 October 2012 — Dealers are having to work harder to please the growing proportion of first-time buyers entering the new-vehicle market according to the JD Power Asia Pacific 2012 Vietnam Sales Satisfaction Index (SSI) Study^SM released today.

Now in its fourth year, the study examines seven factors that contribute to overall customer satisfaction with the purchase experience. In order of importance, they are: delivery process; delivery timing; sales initiation; paperwork; salesperson; dealer facility; and deal. SSI performance is reported as an index score based on a 1,000-point scale, where a higher overall SSI score indicates greater satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 846 in 2012–a 15-point drop from 2011.

The study finds that the number of first-time buyers has increased by 14 percent in 2012. Overall satisfaction amongst first-time buyers is 14 index points lower compared with repeat purchasers.  First-time buyers have particularly lower satisfaction on factors related to the salesperson and delivery process.

“With the sales environment becoming more challenging in 2012, it is vital that dealers go the extra distance to proactively engage potential customers, understand their needs and requirements, and help them move forward with the purchase decision process,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “This is especially important for first-time new-vehicle buyers who tend to be less familiar with the sales process, as well as the features and operations of a new vehicle.”

Among the six brands included in the study, Ford ranks highest in customer satisfaction with new-vehicle sales with a score of 856. Ford performs particularly well in the delivery timing and dealer process factors. Honda ranks a close second with a score of 855. Honda performs well in dealer facility; deal; and paperwork factors. Toyota (849) ranks third and performs well in the sales initiation factor.

According to the study, 17 percent of customers experienced some form of pressure from the dealer to make a decision, a 10 percent increase compared with 2011. In particular, it is notable that dealers were putting customers under increased pressure to purchase a model on the same day (up 5%), buy a vehicle without the exact options they want (up 4%) and with accessories the customer didn’t want (up 4%) compared with 2011.

“A new-vehicle is one of the most expensive items that a customer invests in during their lifetime,” said Nair. “While dealerships are trying very hard to close the sale, it is also important to ensure that customers have enough time to consider all options and are not pressured or rushed into making a decision. This is especially so amongst first-time buyers who report a higher incidence of being put under uncomfortable pressure compared with repeat buyers.”

Moreover, the study shows that customers who report that their vehicle was delivered with a special ceremony on average record satisfaction scores 29 points higher than those whose delivery occurred without any such treatment.

“With the large percentage of first-time buyers and low vehicle ownership in Vietnam, purchasing a new vehicle is a very exciting occasion and something customers look forward to,” says Nair. “Initiatives by dealers to make this moment special, be it by taking a family photograph with the new car, providing gifts or conducting other such memorial activities is highly appreciated.”

Highlighting the importance of satisfaction, the study finds that 52 percent of all customers who are highly satisfied with the sales experience (index scores of 877 or higher) say they “definitely would” recommend their dealer to friends or relatives who are considering purchasing a new vehicle, compared with only 13 percent of less satisfied buyers (scores below 815 index points). Moreover, with 64 percent of new-vehicle buyers indicating that the dealer’s reputation was one of the main reasons they chose to purchase–alongside 25 percent reporting that recommendations from others influenced their choice–it is evident that dealers need to consistently deliver a delighted customer experience to attract improved advocacy.

“The importance of word-of-mouth recommendations cannot be underestimated,” said Nair. “Particularly during a downturn, it is essential that dealers ensure that every customer is delighted with the sales experience. These delighted customers in turn can help increase the foot falls at the dealerships through positive recommendations to friends and family members considering buying a new vehicle.”

The 2012 Vietnam SSI Study is based on responses from 959 new-vehicle owners who purchased their vehicles between October 2011 and June 2012. The study was fielded between May 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 and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financialís leading brands include Standard & Poorís Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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Despite Improved Satisfaction with the Sales Process, New-Vehicle Buyers in Indonesia Are Disappointed By Longer Delivery Times
 

1970-01-01

jdp-root

SINGAPORE: 1 October 2012 — Longer wait times for new vehicles to be delivered and less time spent by dealer staff during the delivery process have weakened an otherwise slightly improved customer purchase experience, according the JD Power Asia Pacific 2012 Indonesia Sales Satisfaction Index (SSI) Study^SM released today.

Now in its 12th year, the study examines seven factors that contribute to overall new-vehicle buyer satisfaction with the purchase experience. In order of importance, they are: delivery process; delivery timing; deal; dealer facility; salesperson, paperwork; and sales initiation. SSI performance is reported as an index score based on a 1,000-point scale, in which a higher overall SSI score indicates higher satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 773 in 2012–up 1 point from 2011.

The study finds that despite a modest improvement in overall customer satisfaction with the initial sales process, the deal negotiation and paperwork at the dealership, new-vehicle buyers are less satisfied with the delivery process and the length of time needed to deliver their new vehicle compared with 2011.  According to the study, delivery waiting times for new vehicles have increased by two days in 2012 to an average delivery period of 11 days. In addition, dealers are spending less time with customers during the critical delivery process of their new vehicle–31 minutes in 2012, compared with 37 minutes in 2011

“Although it is encouraging to see that the industry has improved in the experience it provides to new-vehicle customers during the initial sales process, it is vital that dealers ensure that the overall sales experience, including the delivery process, runs smoothly,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore.  “With more than one-half of customers being first-time new-vehicle owners, it is essential that dealers invest enough time during the delivery process to highlight the key features of the vehicle, explain the maintenance schedule and respond to any customer questions.”

Daihatsu ranks highest in overall sales satisfaction with a score of 780. Daihatsu performs particularly well across all seven factors. Honda ranks second with 776, and performs particularly well in the delivery process factor.

“Although the industry average improvement is marginal, compared with 2011, it is clear that some automotive brands have worked very hard in improving the sales experience,” says Nair. “Ensuring shoppers have enough time to consider all options available prior to purchase and that they are not rushed by the salesperson are important factors that contribute to a more delightful purchase experience.”

However, the study shows that the salesperson is able to provide customers with information on the delivery time just 86 percent of the time in 2012, down 3 percent from 2011. Satisfaction levels among first-time buyers who are not informed about the delivery time are lower than the industry average.

The study also finds that 54 percent of customers who are highly satisfied (index score of 831 or higher) say they “definitely would” recommend their dealer to friends or relatives who are considering purchasing a new vehicle, compared with only 34 percent of less satisfied buyers (scores below 710 index points).  Moreover, with 78 percent of new-vehicle buyers indicating recommendations from friends or relatives as a source of information in deciding which make/model to purchase, delivering high satisfaction has a clear return on investment for both the brand and dealer.

“The impact of positive word of mouth recommendations provided by highly satisfied new-vehicle buyers is evident on the bottom line,” said Nair. “Making sure that new customers remain strong advocates of the brand and dealership can help to promote increased service visits and future sales.”

The 2012 Indonesia SSI Study is based on responses from 2,805 new-vehicle owners who purchased their vehicles between October 2011 and June 2012. The study was fielded between April 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 and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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Overall New-Vehicle Quality in Malaysia Improves for a Third Consecutive Year

1970-01-01

jdp-root

SINGAPORE: 1 November 2012 — Overall new-vehicle initial quality in Malaysia improves notably for a third consecutive year, according to the JD Power Asia Pacific 2012 Malaysia Initial Quality Study^SM (IQS) released today.

The study, now in its 10th year, examines new-vehicle quality during the first two to six months of ownership. The study measures 228 problem symptoms covering eight vehicle components: vehicle exterior; driving experience; features/controls/displays; audio/entertainment/navigation; seats; HVAC; vehicle interior; and engine/transmission. All problems are summarized as the number of problems reported per 100 vehicles (PP100), with a lower PP100 score indicating a lower rate of problem incidence and higher performance.

Overall initial quality in Malaysia averages 111 PP100 in 2012, an improvement from 124 PP100 in 2011 and 147 PP100 in 2010. Initial quality has improved from 2011 in six of the eight problem categories: vehicle exterior; driving experience; audio/entertainment/navigation; HVAC; vehicle interior; and engine/transmission. The biggest improvements have occurred in the engine/transmission category.

The most frequently cited problems among new-vehicle owners include excessive wind noise; noisy brakes; engine loses power when air conditioning is on; excessive fuel consumption; and difficulties opening or closing rear side doors. The top four problems are consistent with those cited in the 2011 study. The problem of the rear side doors difficult to open or close, which is new to the top five, was particularly prevalent among compact and entry midsize cars.

The study finds that buyers’ perceptions of vehicle quality improve when salespersons demonstrate the vehicle’s features during a test drive before purchase. New-vehicle owners whose salesperson demonstrated the vehicle’s features during the test drive report fewer initial quality problems than do those whose salesperson did not demonstrate the features (92 PP100 vs. 128 PP100, respectively).

“Problems reported by new-vehicle owners sometimes result from insufficient knowledge of how to properly operate a feature,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “The test drive notably provides a unique opportunity to present dynamic features to new-vehicle buyers, and more importantly to newly licensed drivers.”

More than one-half (51%) of customers who say they are “delighted” or “pleased” with their overall vehicle quality (providing ratings of eight or higher on a 10-point scale) also say they “definitely would” recommend the model they purchased, compared with only 19 percent among those who say they are “indifferent” or “disappointed” (providing ratings of seven or below).

“Initial vehicle quality may have a considerable impact on customer acquisition in Malaysia, as it helps boost advocacy,” said Arora. “Therefore, it is of utmost importance for manufacturers to pursue efforts to raise the quality for locally produced vehicles in order to sustain their growth momentum.”

2012 Malaysia IQS Ranking Highlights

Among the five model-level segment awards, Toyota receives three and Honda receives two.

The Toyota Avanza ranks highest in the MPV/van segment for a third consecutive year with a score of 52 PP100. Following in the segment rankings are the Toyota Innova (75 PP100) and Perodua Alza (110 PP100).

In the pickup segment, the Toyota Hilux ranks highest for a second consecutive year with 41 PP100.

In the premium midsize car segment, the Toyota Camry ranks highest with 47 PP100, followed by the Honda Accord (55 PP100).

The Honda City ranks highest in the entry midsize segment for a fourth consecutive year with a score of 54 PP100. Following in the segment rankings are the Toyota Vios (77 PP100) and Naza Forte (91 PP100).

In the midsize car segment, the Honda Civic ranks highest with 30 PP100, followed by the Toyota Corolla Altis (55 PP100).

The 2012 Malaysia Initial Quality Study is based on responses from 2,971 new-vehicle owners who purchased their vehicle between August 2011 and May 2012. The study includes 55 passenger car, pickup and utility vehicle models of 16 brands. The study was fielded between February and July 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 and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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Explaining Work Performed Immediately After Vehicle Service Positively Impacts Customer Satisfaction in Vietnam

1970-01-01

jdp-root

SINGAPORE: 31 October 2012 — Despite an overall improvement in vehicle owners’ satisfaction with their service visit experience, it remains essential that service advisors spend time explaining the work performed to customers when they pick-up their vehicle, according to the JD Power Asia Pacific 2012 Vietnam Customer Service Index (CSI) Study^SM released today.

Now in its fourth year, the study measures new-vehicle owner satisfaction with the after-sales service experience by examining dealership performance in five factors. In order of importance, they are service quality; vehicle pick-up; service facility; service advisor; and service initiation. CSI performance is reported as an index score based on a 1,000-point scale.

The study finds that satisfaction levels are notably lower among customers whose service advisor did not spend time to explain the work completed on their vehicle (798 points compared with 835).

“Explaining to customers the work that was performed on their vehicle enables them to raise any questions they may have regarding their vehicle or the service center,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “This also allows customers to better understand the time required for the service as well as any charges incurred.”

Among the seven brands ranked in the study, Toyota ranks highest in overall satisfaction with a score of 843. Toyota performs particularly well in the service quality, service advisor, service initiation and service facility factors. Mercedes-Benz ranks second with a score of 832, performing particularly well in the vehicle pick-up factor. Overall service satisfaction averages 831 in 2012, a 19-point increase from 2011.

A majority (94%) of customers indicate the time to complete the work on their vehicle was within the promised period, an improvement of 5 percent from 2011. On average, 93 percent of customers say the time taken to service their vehicle met or exceeded their expectations. However, among the approximately 7 percent of customers who indicate that service took longer than expected, satisfaction averages 746 points compared to 837 among those service customers whose expectations were met or exceeded.

“It is encouraging to see an increase in the number of customers indicating that their vehicle was ready when promised, but service advisors could improve the service experience further by informing customers of the status of their vehicle during the service visit,” said Nair. “Reassuring customers that the service is running on time emphasizes the reliability of the service center, improves overall customer satisfaction and, importantly, allows customers to keep to their own schedule.”

On average, 18 percent of customers are not kept informed of their vehicle’s status, resulting in lower overall satisfaction with the service experience (799 points, compared with 838 points among those who were updated). Indeed, since the vast majority of customers wait at the dealership while their vehicle is serviced, keeping them informed on the status of their vehicle is vital.

Highlighting the importance of satisfaction, 85 percent of customers who are highly satisfied with their service experience (index scores of 884 or higher) say they “definitely would” revisit the service dealer for warranty service, compared with only 54 percent of customers who have lower satisfaction (scores below 783 index points) who say the same. Moreover, 68 percent of customers who indicate that their overall service experience was better than expected say they “definitely would” revisit the same dealer for post-warranty work, compared with only 10 percent of those whose overall service experience was worse than expected who say the same.

“The importance of consistently delivering a highly satisfying service experience cannot be underestimated,” said Nair. “Customers who are highly satisfied are far more likely to return to the same dealership for both warranty and post-warranty work.”

The 2012 Vietnam Customer Service Index (CSI) Study measures the overall satisfaction of vehicle owners who visited an authorized dealer/service center for maintenance or repair work during the first 12 to 24 months of ownership. This study is based on responses from 1,140 new-vehicle owners who purchased their vehicle between May 2010 and July 2011 and took their vehicle for service to an authorized dealer or service center between November 2011 and July 2012. The study was fielded between May and July 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 and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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Overall New-Vehicle Appeal Improves Considerably in Thailand from 2011

1970-01-01

jdp-root

BANGKOK: 21 December 2012 — As many new models have been launched this year in Thailand, overall new-vehicle appeal has improved considerably from 2011, according to the JD Power Asia Pacific 2012 Thailand Automotive Performance, Execution and Layout (APEAL) Study^SM released today.

Now in its 10th year, the APEAL Study is an owner-reported measure of what gratifies owners in Thailand about their new vehicle’s performance and design during the first two to six months of ownership. The study examines nearly 100 attributes in 10 vehicle categories: exterior; interior; storage and space; audio/ entertainment/ navigation; seats; HVAC; driving dynamics; engine/ transmission; visibility and driving safety; and fuel economy. APEAL Study performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

In 2012, the overall average APEAL Study index score is 916, a 32-point increase from 2011. Satisfaction has improved across all 10 vehicle categories, most particularly in audio/ entertainment/ navigation (+40 points). The vehicle exterior has the highest overall satisfaction score (929) and also is the factor most critical to satisfaction across all vehicle segments.

“One-third of the vehicles included in the study are new-model launches, and Thai customers are excited with the wide range of new model options offered to them,” said Loic Pean, senior manager at JD Power Asia Pacific, Thailand. “The exterior design and appearance of vehicles is increasingly important and consumers–especially passenger-car owners–are particularly sensitive to the front-end styling, as well as details such as the sound of doors when closing.”

The study also finds that 80 percent of new-vehicle owners who say they are “delighted” with the overall attractiveness of their vehicle (providing a rating of 10 on a 10-point scale) would definitely recommend their model to family and friends. However, only 53 percent of owners who are “indifferent” or “disappointed” with the overall attractiveness of their vehicle (ratings of 5 points or lower) say the same.

“Owners of models performing well in APEAL also include higher advocacy intentions than do owners of competitor models that do not perform as well,” said Pean.  “Therefore, it is important for manufacturers to pursue their efforts in offering innovations that stimulate vehicle attractiveness.”

Model Results by Segment

Honda receives two segment awards. The Honda Jazz ranks highest in the entry midsize car segment with a score of 926. The Mazda2 Elegance (919) ranks second, followed closely by the Ford Fiesta (917).

The Honda Civic (941) ranks highest in the midsize car segment. The Toyota Prius ranks second with 937, followed by the Mazda3 (931).

In the compact car segment, the Mitsubishi Mirage ranks highest with a score of 922, followed by the Suzuki Swift Eco (909) and the Nissan March (900).

The Toyota Fortuner (931) ranks highest among sport utility vehicles. The Chevrolet Captiva closely follows with a score of 929, and the Mitsubishi Pajero Sport (923) ranks third.

In the pickup single cab segment, the Isuzu D-Max Spark ranks highest with a score of 905. The Mitsubishi Triton S-Cab ranks second with a score of 898, followed closely by the Toyota Hilux Vigo Champ S-Cab (896).

In the pickup extended cab segment, the Chevrolet Colorado Z71 (937) ranks highest, followed by the Isuzu D-Max Hi-Lander (933) and the Toyota Hilux Vigo Champ Prerunner (929).

In the pickup double cab segment, the Ford Ranger Hi-Rider (921) ranks highest, followed by the Isuzu D-Max Cab-4/ V-Cross 4-door and Isuzu D-Max Hi-Lander in a tie (915 each).

The 2012 Thailand APEAL Study is based on evaluations from 4,622 owners who purchased a new vehicle between October 2011 and July 2012. The study includes 77 passenger car, pickup truck and utility vehicle models from 13 makes. The study was fielded between April and September 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 and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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Overall New-Vehicle Quality in Indonesia Continues to Improve

1970-01-01

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SINGAPORE: 3 December 2012 — New-vehicle owners in Indonesia are reporting fewer overall problems, specifically in key quality categories–engine/ transmission and HVAC– according to the JD Power Asia Pacific 2012 Indonesia Initial Quality Study^SM (IQS) released today.

The study, now in its 10th year, measures problems owners experience with their new vehicle during the first two to six months of ownership. The study examines more than 200 problem symptoms covering eight vehicle system categories: vehicle exterior; driving experience; features/ controls/ displays; audio/ entertainment/ navigation; seats; HVAC; vehicle interior; and engine/ transmission. All problems are summarized as the number of problems reported per 100 vehicles (PP100). Lower PP100 scores indicate a lower rate of problem incidence and higher initial quality.

Overall initial quality in Indonesia averages 82 PP100 in 2012, a marginal improvement from 83 PP100 in 2011. Problem rates have declined in three of the eight categories: engine/ transmission; HVAC; and vehicle exterior, compared with 2011. Conversely, problems related to audio/ entertainment/ navigation and seats have increased by 3 PP100 and 2 PP100, respectively.

“It is encouraging to see that automakers continue to improve the quality of the new vehicles delivered to owners,” said Rajeev Nair, research director at JD Power Asia Pacific, Singapore. “As Indonesia becomes an ever more important market for global auto manufacturers, it is critical that the vehicles sold in the region meet the needs of owners across the country.”

The study shows a growing popularity of automatic transmissions across vehicle segments, a trend that has been increasing during the past several years. Moreover, owners of vehicles with an automatic transmission report fewer problems overall (76 PP100), compared with those who own vehicles with a manual transmission (86 PP100). The results also show that women report fewer problems than do men (69 PP100 vs. 87 PP100, respectively) and are more likely to own an automatic transmission vehicle than are men (48% vs. 33%, respectively).

“Notable is the continuing reduction in the number of problems reported among new owners in the engine and transmission category, to 14 PP100 in 2012 from 22 PP100 in 2010,” said Nair. “However, as the trend toward an increasing share of automatic transmissions continues in the market, it is also essential that automakers ensure owners get the best fuel economy consumption possible from both manual and automatic vehicles.”

The study highlights the importance that initial vehicle quality has on an owner’s likelihood to recommend their vehicle. Overall, 41 percent of owners who have not experienced a problem with their vehicle indicate they “definitely would” recommend their vehicle to a friend or relative, compared with only 29 percent of those who have experienced a problem.  

Model Results by Segment

The Mazda2 ranks highest in the Premium Compact Car segment with a score of 68 PP100. The Mazda2 is followed in the segment rankings by the Suzuki Splash and the Toyota Yaris in a tie (80 PP100).

In the Entry SUV segment, the Nissan Juke ranks highest with a score of 57 PP100. The Isuzu Panther (63 PP100) and the Daihatsu Terios (94 PP100) follow in the segment rankings.

The Nissan X-Trail ranks highest in the SUV segment with a score of 57 PP100. Following the X-Trail in the segment rankings are the Mitsubishi Pajero Sport (75 PP100) and the Toyota Fortuner (84 PP100).

The Toyota Avanza (79 PP100) ranks highest in the Entry MPV segment, followed by the Daihatsu Luxio and Suzuki Ertiga in a tie (85 PP100).

The Toyota Kijang Innova ranks highest in the MPV segment with a score of 67 PP100. The Kijang Innova is followed in the segment rankings by the Honda Freed (89 PP100) and the Nissan Grand Livina (97 PP100).

The 2012 Indonesia Initial Quality Study (IQS) is based on responses from 2,871 new-vehicle owners who purchased their vehicle between October 2011 and August 2012. The study evaluates 55 passenger car and utility vehicle models across 12 vehicle brands in Indonesia. The study was fielded between April and October 2012.

The Indonesia IQS is one of three consumer-based studies that JD Power Asia Pacific conducts in Indonesia. The 2012 Indonesia Customer Service Index (CSI) Study, which measures new-vehicle owner satisfaction with after-sales dealership service, was released in August 2012. The 2012 Indonesia Sales Satisfaction Index (SSI) Study, which examines new-vehicle buyer satisfaction with the sales and delivery experience, was released in October 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 and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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Owners of New Compact Car Models Report More Initial Quality Problems Than Owners in Other Vehicle Segments

1970-01-01

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Model Results by Segment

Additional Study Findings

¹ The Thailand Board of Investment in October 2009 implemented a program to offer incentives to automakers for integrated car assembly and key parts manufacturing projects. In order to qualify for the program, vehicles built must meet certain engine size, fuel-efficiency and emission requirements and production criteria.

² A Thailand government program which provides tax refunds for first-time car buyers. Launched in September 2011, the program offers a maximum 100,000 Baht excise tax rebate to first-time car buyers. 

About JD Power Asia Pacific

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

About JD Power and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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Pre-Service Communication Is a Key Driver of Vehicle Owner Satisfaction With the Service Experience in Australia

1970-01-01

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SINGAPORE: 27 November 2012 — Proactive communication with vehicle owners during the pre-service process may have a key impact on satisfaction with the overall vehicle service experience, according to the JD Power Asia Pacific 2012 Australia Customer Service Index (CSI) Study^SM released today.

Now in its third year, the study measures overall satisfaction with the vehicle service experience at authorized service centers by examining five factors (listed in order of importance): service quality; vehicle pick-up; service advisor; service initiation; and service facility. Overall satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction.

The study finds that among the various communication touch points during the vehicle service process, a positive pre-service communication experience assists in creating a highly satisfying overall service experience. Satisfaction increases by 105 points when vehicle owners are given an estimate of how long service will take, compared with those who are not given an estimate. In addition, satisfaction is 40 points higher when vehicle owners are notified by the dealership when their vehicle needs service, compared with vehicle owners who were not notified.

“Proactive communication during pre-service helps pave the way for a highly satisfying vehicle owner experience,” said Mohit Arora, executive director JDPower Asia Pacific. “Owners prefer to be updated by the network on their service due dates, as well advised during vehicle drop-off of the time to pick up the vehicle. These simple steps help to create a positive first impression about the network’s ability to deliver a quality after-sales experience.”

Overall customer satisfaction averages 791 in 2012, a 2-point decrease from 2011. The marginal drop in satisfaction is due to the decline in scores in three factors: quality (-5 points), service advisor (-8 points) and service facility (-6 points).  

Among the 12 brands ranked in this study, Honda and Toyota rank highest in a tie, each with an index score of 809. Both brands perform particularly well in service initiation. Subaru, which ranked highest in 2011, ranks third with a score of 805.

The implementation of standard operating procedures, such as “work done right the first time” and “vehicle ready when promised,” has a direct impact on overall satisfaction. In order to positively impact overall satisfaction scores, it is important for the service facility to ensure at least 11 procedures or standards are provided to vehicle owners. The performance of the network in implementation of standards has remained largely unchanged, compared with 2011. During the past two years, nearly one-third of vehicle owners indicate receiving 10 or fewer standards, among whom satisfaction is 85 points below the industry average.

“Service standards are building blocks of a thorough service experience,” said Arora. “It is important that the network places significant importance in ensuring administration of all these standards to mitigate dis-satisfaction and ensure service consistency.”

The study finds that vehicle owners who are highly satisfied with the dealer’s overall service performance have higher levels of loyalty and advocacy toward both the dealership and the brand. Among vehicle owners who are highly satisfied (satisfaction scores above 895), 81 percent say they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 12 percent of highly dissatisfied customers (satisfaction scores below 713) say the same. Similarly, 69 percent of highly satisfied customers say they “definitely would” recommend their make to their friends and relatives, compared with 4 percent of highly dissatisfied customers.

The 2012 Australia Customer Service Index (CSI) Study is based on responses from 4,300 owners who purchased their new vehicle between August 2007 and August 2012 and took their vehicle for service between August 2011 and August 2012. The study was fielded in August and September 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 and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.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 and Associates; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

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

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The Gap in Network Quality Performance among Wireless Carriers Narrows as Expansion of 4G Technology Continues to Increase across the Country

2013-04-17

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WESTLAKE VILLAGE, Calif.: 17 April 2013 — As the wireless services industry grows increasingly competitive and 4G service becomes more prevalent, the gap in network quality performance between the highest- and lowest-ranked carriers has narrowed compared with 2012, according to the JD Power and Associates 2013 Australia Wireless Network Quality Study^SM released today.

Now in its second year, the study measures the most recent usage activities among wireless customers in three dimensions that impact network performance: calling, messaging and data.  Overall network performance is based on 10 problem areas that impact the customer experience: dropped calls; calls not connected; audio issues; failed/late voicemails; lost calls; text transmission failures; late text message notifications; Web connection errors; slow downloads; and email connection errors. Network performance issues are measured as problems per 100 (PP100) network connections, where a lower score reflects fewer problems and better network performance. 

The study finds that the variation in network quality performance among wireless carriers at the industry level is much smaller in 2013 than in 2012. While network quality performance among carriers still varies at the state level, the gap between the highest- and lowest-ranked carriers for the overall industry has decreased to only 7 PP100 in the 2013 study from 11 PP100 in the 2012 study.

“As carriers continue to invest heavily in infrastructure upgrades and improvements, the differences in their network performance has truly resonated with customers,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “The expansions in 4G coverage will become increasingly important as carriers continue to roll out next-generation technologies and services.”

As observed in other countries that deploy 4G technology, overall network quality performance tends to improve, most notably in data-related problems with slow connection speeds. In Australia, there is a similar impact, as the overall PP100 score has decreased by 3 PP100 from 2012, partially because of the increase in 4G-based handsets. For example, 4G smartphone customers overall experience 12 PP100, compared with 13 PP100 among 3G customers. On average, 4G smartphone customers experience significantly fewer issues with data, compared with 3G customers (17 PP100 vs. 21 PP100, respectively), and particularly with issues related to slow mobile Web (16 PP100 vs. 20 PP100, respectively).

“It’s very interesting to see the stark performance differences between the newest generation of network technology, 4G, and other network services that were the first offerings of high-speed data centric devices based on 3G marketed devices in 2011,” said Parsons. “With the network advantages of using 4G technology, in terms of spectrum efficiencies and increases in data connection speeds and reliability, it’s not unexpected that wireless carriers are rushing to expand and upgrade their networks to align with this latest generation of service.”

More importantly, the deployment of 4G networks may result in greater customer lifetime value. In fact, overall satisfaction with wireless service among 4G customers is substantially higher than among 3G customers (7.2 vs. 7.1, respectively, on a 10-point scale). Additionally, 4G customers are also notably more loyal to their carrier, with only 16 percent saying they “definitely will” or “probably will” switch their carrier within the next 12 months, compared with 22 percent of 3G customers.

For the second consecutive year, Telstra has the fewest customer-reported problems (9 PP100) in all 10 network quality problem areas, compared with the study average. Telstra also performs particularly well in call quality issues, such as audio problems, and messaging-related issues, such as transmission failures and late text messages.  

Optus and Virgin Mobile follow Telstra in the rankings, each at 11 PP100. Optus performs particularly well in the data quality dimension, while Virgin Mobile performs well in the messaging quality dimension.

The 2013 Australia Wireless Network Quality Study also finds the following usage trends among wireless customers:

• On average, wireless customers make/receive nine calls within a 48-hour period, compared with 15 calls per 48-hour period in 2012.
• On average, smartphone customers continue to experience more problems than do traditional handset customers (12 PP100 vs. 9 PP100, respectively). The largest gaps are in data-related areas, in which problem rates among smartphone customers average 11 PP100 more than among traditional handset device customers.
• Average problem rates are lowest among wireless customers in the South Australia and Queensland states (9 PP100 each), and highest among wireless customers in Western Australia (13 PP100). 

The 2013 Australia Wireless Network Quality Study is based on responses from more than 2,000 wireless customers across all Australia states and territories. The study was fielded in February 2013.

About JD Power and Associates

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

About The McGraw-Hill Companies

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

Media Relations Contacts:

John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
Derek Evans; Blackie McDonald Communication Group; North Sydney, Australia; 61-2-8907-4900; [email protected]

Follow us on Twitter: @JDPower

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

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