Category: Canada

Vehicle Owners in Canada Who Take Their Vehicle in for Service Twice a Year or Less Pay More and Are Less Satisfied Than Those Who Have Their Vehicle Serviced More Frequently

2014-08-26

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WESTLAKE VILLAGE, Calif.: 27 August 2014 — Vehicle owners in Canada who take their vehicle in for maintenance or repairs twice a year or less pay more per visit and are less satisfied with their service experience than owners who have three or more service visits annually, according to the JD Power 2014 Canadian Customer Commitment Index (CCI) Study^SM released today.

The study, which measures the service behaviours, satisfaction and loyalty of owners of vehicles that are 4 to 12 years old, analyzes information from various points in the ownership cycle of a vehicle for both warranty and non-warranty service occasions. Overall satisfaction is based on the combined index scores of five factors that comprise the overall service experience (in order of importance): service quality (30%); vehicle pick-up (21%); service advisor (18%); service initiation (18%); and service facility (14%). Scores for each factor are reflected in an index based on a 1,000-point scale.

On average, owners of 4- to 12-year-old vehicles visit a service facility (at either a dealership or other service facility) 2.6 times per year in 2014, consistent with the findings of the 2013 study, but a decrease from 2.9 visits annually in 2010. While fewer visits to service facilities improves customer convenience, it often means that the same amount of vehicle service work needs to be completed during each service occasion, which generally lengthens the time of service and drives up the price of each service visit.

Among the 12 percent of vehicle owners who make one service visit per year, the average spend is $248 per visit; among the 26 percent who have their vehicle serviced twice per year, the average spend is $212. In comparison, the average spend among the 21 percent of owners who have their vehicle serviced three times per year is $208 per visit, and the amount drops to $200 for the 18 percent who have four service visits annually.

The higher per-visit cost has an impact on overall satisfaction, which averages 813 among those who have one service visit per year; 827 among those with two visits; and 836 among those who make three visits.

“Better vehicle quality and longer recommended maintenance intervals mean owners are taking their vehicles in less often but paying more each time they go,” said JD Ney, manager of the Canadian automotive practice at JD Power. “Satisfaction improves among customers who make more service visits in a year because they judge the charges on a per-visit rather than a per-year basis.”

KEY FINDINGS

• Overall customer satisfaction with automotive dealerships and aftermarket shops is 830 in 2014, unchanged from 2013.
• The service advisor has a significant impact on service satisfaction, as four of the top five most important key performance indicators (KPIs) involve the service advisor: Service advisor was completely focused on the customer’s needs; Service advisor put the customer at ease; Customer was greeted immediately upon arrival at the service facility; and After arrival, the customer was able to speak to a service advisor immediately about service needs.
• The two KPIs with the greatest room for improvement are: After arrival, the customer was able to speak to a service advisor immediately about service needs and After service was completed, the customer was able to finish paperwork and pick up their vehicle in five minutes or less, which are fulfilled only 51 percent and 70 percent of the time, respectively. Service occasions in which these KPIs are completed have, on average, overall index scores 86 and 80 points higher, respectively, than service occasions in which these KPIs are missed.
• ŸOwners who purchased a used vehicle engage aftermarket facilities for their most recent service visit more often than owners who purchased their vehicle new (65% vs. 35%). In addition, owners who purchased used vehicle are more satisfied with the service they receive at the aftermarket facilities compared with the dealership facility (839 vs. 810, respectively).

Study Rankings

NAPA AUTOPRO ranks highest in satisfying automotive service customers in Canada for a fourth consecutive year, with an overall satisfaction score of 861. Lexus dealerships rank second at 860, and Great Canadian Oil Change ranks third at 849.

The 2014 Canadian Customer Commitment Index (CCI) Study is based on responses from more than 19,000 owners in Canada whose vehicle is between 4 and 12 years old. The study was fielded in February-March and May-June 2014.

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Advisors Who Work with Investors to Set and Incorporate Goals into an Investment Strategy Are Key to Improving Satisfaction in Canada

2014-08-15

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TORONTO: 21 August 2014 — Satisfaction improves significantly when full service investment advisors collaborate with investors to set personal financial goals and then develop an investment strategy and performance review process around those goals, according to the JD Power 2014 Canadian Full Service Investor Satisfaction Study^SM released today.

The study provides benchmarks of satisfaction that allow individual investment firms in Canada to compare their performance with other firms included in the study. Overall investor satisfaction with full service investment firms and financial institutions that offer wealth management and private banking services is measured in seven factors (in order of importance): investment advisor (39%); investment performance (18%); account information (17%); account offerings (14%); commissions and fees (8%); website (3%); and problem resolution (1%).

Overall satisfaction improves to 755 (on a 1,000-point scale) from 737 in 2013. The study finds a strong correlation between investor satisfaction and actual market performance, with only 10 percent of investors indicating their portfolio performance did not meet expectations in 2013, compared with 17 percent in 2012. Satisfaction in the investment advisor factor is highest among investors who attribute the increase in their portfolio performance to their advisor’s decisions. Investment performance satisfaction has improved by a significant 31 points year over year to 703 in 2014, the highest level in the past four years (667 in 2011).

“While market conditions and investment performance remain strong, full service investment advisors need to differentiate themselves from the competition,” said Michael Foy, director of the wealth management practice at JD Power. “Providing goal-based advice is a great way to engage investors from the start and stay connected with them throughout their investment years. It begins with setting clearly defined goals, developing a strategy to achieve those goals that incorporates the investor’s risk tolerance, and then regularly tracking performance against the goals. Investment advisors who provide this level of service are not only more likely to have better relationships with investors, but their investors are also more likely to credit them rather than the market for positive investment performance and to be less critical when performance declines.”

KEY FINDINGS

• Only one-third (33%) of investors indicate that their advisor has met all three key criteria related to goals-based planning: helping set investment goals; incorporating risk tolerance into the plan; and providing insight into the progress toward achieving goals.

• Investment advisor satisfaction is highest among Pre-Boomer[1] investors at 870—which is 50 points above the industry average of 820—and lowest among Gen Y investors at 758. While age is often a proxy for wealth levels affluent investors in Gen X and Gen Y are also less satisfied than older investors, suggesting firms need to better understand and adapt to the needs and priorities of these younger investors.
• Reaching Gen X and Gen Y investors through the communication channels they prefer and aligning messages with their needs may have a strong impact on future investment firm growth. Email is the preferred channel among Gen X (33%) and Gen Y (32%) investors, compared with Pre-Boomers (12%) and Boomers (22%). Younger investors’ financial goals tend to include funding such major purchases as a home or their childrens’ education. 
• Investors want transparency surrounding their fees and portfolio performance. Performance in this area continues to decline, with only 55 percent of advisors delivering on this metric, compared with 57 percent in 2013. When advisors explain the firm’s fee structure, satisfaction increases by 95 points to 798 from 703 when the fee structure isn’t explained. Only 32 percent of investors indicate receiving a benchmark comparison on portfolio performance. 
• Firms that successfully help advisors develop investor-focused relationships build loyalty, recommendations and increased asset share over time. Among investors of an investor-focused firm, 66 percent say they “definitely will not” switch to another investment firm; 25 percent “intend to increase” the amount invested with the primary firm; 59 percent say they “definitely will” recommend their primary investment firm; and 65 percent “definitely will” recommend their investment advisor.

Investment Firm Rankings

Edward Jones ranks highest in investor satisfaction among full service investment firms in Canada, with a score of 791, an 18-point increase from 2013. Edward Jones performs particularly well in four factors: investment advisor; investment performance; account offerings; and commissions and fees. Following in the rankings are HollisWealth (formerly DundeeWealth) and TD Wealth Private Investment Advice (tied at 790 each).

The 2014 Canadian Full Service Investor Satisfaction Study is based on responses from 4,623 investors who use advice-based investment services from financial institutions in Canada. The study was fielded in May and June 2014.

Media Relations Contacts

Gal Wilder; Cohn & Wolfe; Toronto, Canada; 647-259-3261; [email protected]

Beth Daniher; Cohn & Wolfe; Toronto, Canada; 647-259-3279; [email protected]

John Tews; JD Power; Troy, Mich; 248-312-4119; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Updated JD Power Study Provides New Perspective on Key Drivers of Satisfaction for Canadian Retail Banking Customers

2014-08-04

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WESTLAKE VILLAGE, Calif.: 5 August 2014 — Satisfaction among Canadian retail banking customers is driven by the full range of banking products they have with their primary bank, their interactions with the bank, personal and self-service, the convenience of the bank’s facilities and communication from the bank. Preventing problems and helping customers when they do experience a problem also play a major role in how customers perceive their bank’s performance, according to the JD Power 2014 Canadian Retail Banking Customer Satisfaction Study^SM released today.

The study, now in its ninth year, was redesigned in 2014 to better capture customer satisfaction within the Canadian market. The study continues to measure customer satisfaction with retail banks in three segments: Big 5 Banks, Midsize Banks and Credit Unions. In all segments, customer satisfaction is measured in seven factors: products, personal service, self-service, facilities, communication, financial advisor and problem resolution.

The study finds that when banks communicate clearly with customers regarding their accounts, problem incidence decreases dramatically. For example, checking account problem incidence amongst customers who say they “completely” understand their fees (11%) is significantly lower than amongst customers who say they do not understand at all (18%).

“The redesigned study shows what is important to retail banking customers as well as the importance of fully explaining the full range of banking products available to consumers at their primary bank,” said Jim Miller, senior director of the banking practice at JD Power. “The full range of products customers have with their bank, their personal interactions with bank representatives and the ease of conducting their business using technology all play an instrumental role in customer satisfaction.  Highly satisfied customers are more than twice as likely to say they will definitely reuse the bank for future financial needs and recommend the bank, compared to customers with medium satisfaction. Highly satisfied customers are also less likely to switch banks and hold more products and balances with their bank.”

ADDITIONAL KEY FINDINGS

• Overall customer satisfaction in the Big 5 Banks segment averages 749 (on a 1,000-point scale); the Midsize Banks segment average is 766.
• Customer satisfaction with products—including chequing accounts, savings accounts, credit cards and loans customers have with their primary bank—determines 26 percent of overall satisfaction.
• Customer satisfaction with personal service—in-person and contact centre representatives, both on the phone and through email and online chat—determines 19 percent of overall satisfaction, which is the same percentage as self-service—ABM, mobile banking, online and automated phone systems.
• Customers continue to value the convenience of branches and ABMs, as facility determines 16 percent of overall satisfaction scores.
• Communication determines 12 percent of overall satisfaction. Effective communication with customers helps drive better understanding and can increase overall satisfaction.
• Financial advisor and problem resolution determine the remaining 8 percent of overall satisfaction (5% and 3%, respectively).

“Banks need to balance the personal relationship customers have long expected with the increased desire of customers to conduct more of their business when, where and how they want using technology. Bank branches are not going to disappear any time soon, but banks must continue to invest in self-service channels, such as mobile banking to meet the evolving preferences of their customers,” said Miller.

Study Rankings

TD Canada Trust ranks highest in overall customer satisfaction among Big 5 Banks for a ninth consecutive year, achieving a score of 763. TD Canada Trust performs well in all seven factors, particularly in facilities.

Among Midsize Banks, Tangerine, formerly known as ING Direct Canada, ranks highest in overall customer satisfaction with a score of 836 for a third consecutive year. Tangerine performs particularly well in products, personal service, self-service, and communication.

The 2014 Canadian Retail Banking Customer Satisfaction Study is based on responses from more than 17,000 customers who use a primary financial institution for personal banking. The study includes the largest financial institutions—banks and credit unions[1]—in Canada and was fielded May 2014 through June 2014.

Media Relations Contacts

Gal Wilder; Cohn & Wolfe; Toronto, Canada; 647-259-3261; [email protected]

Beth Daniher; Cohn & Wolfe; Toronto, Canada; 647-259-3279; [email protected]

John Tews; JD Power; Troy, Mich; 248-312-4119; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Customer Satisfaction with Auto Insurance Claims in Canada Increases Significantly; Improved Interactions Drive Gains

2014-07-12

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WESTLAKE VILLAGE, Calif.: 14 July 2014 — Customer satisfaction with claims increases by a significant 11 points, driven by substantially improved interactions, according to the JD Power 2014 Canadian Auto Claims Satisfaction Study^SM released today.

Now in its second year, the study measures customer satisfaction with the claims process for auto physical damage loss. Depending on the complexity of the claim, claimants may experience some or all of the following factors that drive overall satisfaction: first notice of loss; service interaction; appraisal; repair process; rental experience; and settlement.

The insurance industry as a whole is communicating more effectively with claimants throughout the process, which has a positive impact on satisfaction. Year over year, the industry has significantly improved in putting claimants at ease after they report the claim (up by 4 percentage points to 61%) and in notifying repair facilities about the claim at first notice of loss (up by 6 percentage points to 30%). Also, the percentage of respondents indicating they receive proactive claim status updates is up 3 percentage points to 53 percent in 2014. 

Among the service areas in which insurers should focus their improvement initiatives, the most impactful are:

• Ensuring claimants feel at ease after first notifying their insurer of the loss
• Answering all claimant questions
• Providing callbacks when expected
• Reducing the need for claimants to repeat information
• Proactively reaching out to claimants with status updates about their claim

Providing an outstanding claims experience can also generate high levels of advocacy and retention. The study finds that 75 percent of highly satisfied claimants (satisfaction scores of 900 or higher) say they “definitely will” renew their policy, and 69 percent say they “definitely will” recommend their current insurer, while only 11 percent of displeased claimants (scores of 549 or less) say they “definitely will” renew and only 3 percent say they “definitely will” recommend.

“Since, in large part, the customer experience rests in the hands of a number of third parties—such as the repair shop, tow operator and rental car company—this presents a challenge for insurers regarding satisfaction,” said Jeremy Bowler, senior director of the insurance practice at JD Power. “Often customers perceive the quality of the service they receive from the fulfillment partners also reflects on the insurer, and as such, blame the insurer if service fails to meet their expectations.”

KEY FINDINGS

• Overall customer satisfaction with the auto claims experience averages 798 (on a 1,000-point scale), an 11-point increase from 2013.  
• On average, the study finds that customers who recently experienced a claim rate their insurer 40 points higher than do customers that have not had this moment of truth and experienced the policy benefits so tangibly (798 vs. 758[1]).
• In 2014, repairable claims account for 83 percent of all claims (19% tow and 64% non-tow).
• Faster claim settlement times and vehicle return times have contributed to higher satisfaction. Vehicles are returned 1.1 days faster; final payments are received 2.2 days faster; and claimants are being informed of settlement terms 1.6 days faster than in 2013.
• The largest factor increases for repairable-tow claims are in first notice of loss (+40 points) and appraisal (+53 points).
• Post-claim follow-up has also significantly improved, by 7 percentage points, which positively impacts the overall experience among claimants with repairable-tow claims.
• 59% of consumers surveyed indicated they perceive a working relationship between their insurer and the shop that performed the repairs on their vehicle.

Insurance Company Results

Among the rank-eligible insurance companies included in the study, Desjardins General Insurance ranks highest in overall claimant satisfaction with an index score of 835, performing particularly well in the first notice of loss and settlement factors.

Following Desjardins General Insurance in the rankings are Intact Insurance (829); The Co-operators (819); and State Farm (813).

The 2014 Canadian Auto Claims Satisfaction Study is based on responses from more than 2,700 auto insurance customers in Canada who settled an auto insurance claim within the past 18 months. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who filed a roadside assistance claim only. The study was fielded between January and March 2014.

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

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Homeowners in Canada Filing More Insurance Claims for Storm Damage,
While Satisfaction with Insurance Providers Improves

2014-06-04

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TORONTO: 5 June 2014 — Despite a significant increase in weather-related insurance claims in Canada, customer satisfaction with their insurance provider—even among those who file a claim—is improving, according to the JD Power 2014 Canadian Home Insurance Study^SM released today.

The annual study examines customer satisfaction with their homeowners insurer by examining five factors: interaction; price; policy offerings; billing and payment; and claims.

Year over year, the number of weather-related claims has increased by 32 percent; yet, overall customer satisfaction has improved nationally to 770 (on a 1,000-point scale) from 761 in 2013. Satisfaction improves by 17 points in the Atlantic/Ontario region to 771 and by 11 points in the Western region to 752, while satisfaction declines by 13 points in the Quebec region to 794.

“While it may seem contradictory that satisfaction increases when a homeowner files a claim, the claims process is when customers actually see the value of the premiums they have been paying,” said Jeremy Bowler, senior director of the insurance practice at JD Power. “Insurance is a product customers hope they never have to use, but when they do have to, that’s the opportunity for the insurance provider to make good on their promise.”

Two out of five (41%) of the home insurance claims were for weather-related damage. Among customers who filed a weather-related claim, satisfaction with the claims process averages 790, up from 764 in 2013 when 31 percent of claims were for storm damage. Claims satisfaction among customers whose homes suffered non-weather-related water damage—the second most common type of claim (21%)—averages 808.

While the national average claims satisfaction score is trending upward, regional patterns vary. The Western region has the largest portion of weather-related claims (45%) and, despite a 35-point improvement from 2013, the lowest claims satisfaction at 773. The Atlantic/Ontario region has the greatest increase in weather-related damage—up 35 percent from 2013—while the average claims satisfaction score in the region has improved by 65 points to 817. Non-weather-related water damage is nearly as common as weather-related damage in the Quebec region (26% vs. 32%, respectively), where overall claims satisfaction scores average 787, down by 4 points from 2013.

A larger proportion of customers in 2014 indicate their insurer fully covered everything they thought should be covered, compared with 2013 (87% vs. 82%, respectively), which significantly increases claims satisfaction by more than 200 points on a national level.

Satisfaction Rankings

The Personal (807) ranks highest in the Atlantic/Ontario region. Allstate, Co-operators and State Farm rank second in a three-way tie at 791.

SSQ General (805) ranks highest in the Quebec region, closely followed by La Capitale (804) and The Personal (803).

BCAA ranks highest in the Western region for a third consecutive year, with a score of 819. Following BCAA in the rankings are Portage Mutual Insurance (774) and Wawanesa (770).

KEY FINDINGS

Contributing to the year-over-year improvement in overall satisfaction on a national level is a 10-point increase in the price index, the third most important driver of customer satisfaction. Despite the improvement, price continues to be the lowest-scoring factor in the customer experience, due in part to sustained premium increases in the industry, with 45 percent of customers indicating they have received a premium increase in 2014.

ŸAmong customers who receive a premium increase, overall satisfaction is significantly higher when they receive an explanation of the increase than when they do not receive an explanation (751 vs. 703, respectively).

ŸWhen presented with a list of perils included under their homeowners policy, 24 percent of customers indicate they don’t know which perils are included under their policy. Additionally, 21 percent of customers believe their home is covered for overland flooding—a peril that is not covered under a homeowners policy in Canada. 

The 2014 Canadian Home Insurance Study is based on responses from 7,092 home insurance customers. The survey data was collected from March 2014 through April 2014.

Media Relations Contacts

Gal Wilder; Cohn & Wolfe; Toronto, Ontario; (416) 924-5700; [email protected]
Beth Daniher; Cohn & Wolfe; Toronto, Ontario (647) 259-3290; [email protected]

John Tews; JD Power; Troy, Mich. 248-680-6218; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Growth in the Accessibility of TV/Video Content and Personal Video Recorder Use Adds Value to Standard Services and Increases Customer Satisfaction

2014-06-24

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TORONTO: 26 June 2014 — The growth of TV/video accessibility and personal video recorder (PVR) use marks a change in household consumption behaviors and greater satisfaction, according to the JD Power 2014 Canadian Television Provider Customer Satisfaction Study^SM and the JD Power 2014 Canadian Internet Service Provider Customer Satisfaction Study,^SM both released today.

Satisfaction among television customers in Canada is 685 (on a 1,000-point scale), increasing from 675 in 2013, while satisfaction among Internet customers is 672, an improvement from 668 in 2013.

“Customers are increasingly looking for flexibility in how they use their services; today, this means connecting to TV or video on tablets and smartphones, in addition to traditional access,” said Adrian Chung, account director at JD Power. “The ability to access content anywhere, anytime via multiple devices and locations represents a perceived value-add to new and existing subscriptions, which positively impacts both the customer experience and loyalty toward service providers.”

The Canadian Television Provider Customer Satisfaction Study measures overall satisfaction with television service providers based on six factors (in order of importance): performance and reliability; cost of service; programming; communication; billing; and customer service. The Canadian Internet Service Provider Customer Satisfaction Study is based on five factors (in order of importance): performance and reliability; cost of service; communication; billing; and customer service. 

KEY FINDINGS

• In 2014, 45 percent of television service customers in Canada watch TV programming on additional devices, such as laptops, tablets and smartphones, compared with 42 percent in 2013.
• Providing access to content on customers’ preferred devices translates into higher satisfaction with cost of service, which is 30 points higher among those watching TV programming on alternative devices than among those watching on TVs.
• Satisfaction is higher across all factors among TV customers with PVRs enabling multi-room viewing than among those without similar PVRs. Satisfaction among those using multi-room PVRs is 16 points higher than among those using single-room PVRs (714 vs. 698, respectively), reinforcing the perceived value that customers associate with access to content anytime, anywhere.
• PVR customers spend on average $15 more per month on their TV bill than those who do not have a PVR.
• Satisfaction impacts the rate of recommendations. Customers with a multi-room PVR are 5 percentage points more likely to say they “definitely will” recommend their television service provider than are those with a single-room PVR unit (24% vs. 19%, respectively).
• Among the 38 percent of customers in Canada who have a PVR, 25 percent have a multi-room unit, an increase from 21 percent in 2013. In comparison, among the 46 percent of customers in the United States who have a PVR, 38 percent have a multi-room PVR.
• When comparing viewing methods, U.S. customers more often view video content on tablets than do Canadian customers (21% vs. 16%, respectively), while viewing on laptops and desktops is more common in Canada than in the United States (35% vs. 31%, respectively).
• More than one-half (51%) of TV customers contact their service provider for customer service, compared with 36 percent of Internet customers. Among TV customers who contact customer service, 33 percent are unable to resolve their issue on the first call, compared with 36 percent among ISP customers.
• The most common reasons for TV customer service contacts are to report an outage (15%); equipment issues (15%); and poor/bad reception (11%). The most common reasons for ISP customer service contacts are problems/issues with cable modem/Internet access (29%) and to report an outage (16%).

Study Rankings

East Region

Vidéotron ranks highest in both television and Internet customer satisfaction in the East region. Vidéotron’s overall score in television customer satisfaction is 757, followed by Shaw with a score of 703 and Cogeco with 698. In Internet service customer satisfaction, Vidéotron ranks highest with a score of 757, followed by Cogeco with 695.

West Region

SaskTel ranks highest in both television and Internet service customer satisfaction in the West region. SaskTel achieves an overall score of 720 among television customers, followed by MTS with a score of 698 and TELUS with 688. In Internet customer satisfaction, SaskTel ranks highest with a score of 690, followed by TELUS with 667.

The 2014 Canadian Television Provider Customer Satisfaction Study and the 2014 Canadian Internet Service Provider Customer Satisfaction Study are based on responses from more than 2,600 TV customers in the West region and more than 5,000 TV customers in the East region; and more than 3,000 Internet customers in the West region and more than 4,800 in the East region. Both studies were fielded in October 2013 and April 2014.

JD Power Media Relations Contacts

Beth Daniher, Cohn & Wolfe, Toronto, Canada; 647-259-3279, [email protected]
Gal Wilder, Cohn & Wolfe, Toronto, Canada; 647-259-3261, [email protected]
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

 

Canadian Wireless Customers See Average Monthly Bill Drop $7, Improving Satisfaction;
Carriers Face Potential Revenue Stream Challenge

2014-05-05

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TORONTO: 8 May 2014 — On average, monthly bills for wireless service have dropped by $7 for customers in Canada, helping to improve overall satisfaction. The recent implementation of the Canadian Radio-television and Telecommunications Commission’s (CRTC) Wireless Code in December 2013, as well as early measures taken by some wireless carriers to be in compliance, has been highly influential in this outcome. However, these changes have presented potential revenue stream challenges for carriers, according to the JD Power 2014 Canadian Wireless Total Ownership Experience Study^SM released today.

The Wireless Code[1] establishes new standards that all wireless carriers must follow. Among the key mandates are no cancellation fees after two years; limits on data and roaming charges; ability to more easily unlock phones; trial periods without penalty; and clear language in documents.

“While the Wireless Code appears to have benefited wireless customers with a reduction in monthly fees, it may put increased financial strain on carriers over time,” said Adrian Chung, account director at JD Power. “Carriers will need to look for other products and services to make up the losses and generate new revenue streams. Tablets with data packages are starting to take hold, and the average additional spend is $34 dollars per month among those with a connected tablet on their plan, compared to those without one. This is a great opportunity for carriers to leverage.”

 The study examines wireless customer perceptions of their service, mobile devices and retail experiences.  Satisfaction is measured in seven factors: cost of service; network quality; account management; offerings and promotions; customer service; handset; and purchase process. Carriers are ranked in two segments, full-service and stand-alone, which are differentiated by the range of products and services offered as well as the ability of customers to bundle wireless services with other offerings.

KEY FINDINGS

Overall satisfaction improves by 14 points to 705 (on a 1,000-point scale) in 2014 from 691 in 2013. In the full-service carrier segment, overall satisfaction in 2014 averages 694, compared with 680 in 2013. In the stand-alone segment, satisfaction averages 744, compared with 730 in 2013.

• Nearly one-third (32%) of customers have two-year contracts, compared with 57 percent who have three-year contracts. Satisfaction is much higher among customers with two-year contracts than among those with three-year contracts (723 vs. 688, respectively), and customers with two-year contracts pay less per month ($76 vs. $81, respectively). 
• Sixteen percent of full-service customers indicate they were unexpectedly charged for overages in the past three months. Eleven percent say their bill is typically not consistent with their expectations.
• Data network quality, measured in problems per 100 connections (PP100), has improved due to 4G rollouts. Year over year, overall problems in network quality have remained stable at 10 PP100; however, data problems among full-service carriers have dropped to 14 PP100 in 2014 from 16 PP100 in 2013. In particular, the number of problems with slow mobile Web loading has declined among full-service customers to 15 PP100 from 18 PP100 in 2013.
• Smartphone penetration has grown to 73 percent in 2014 from 63 percent in 2013. Customers are replacing traditional feature phones across all carriers regardless of plan type.
• Penetration of connected tablets has reached 7 percent. Wireless customers with connected tablets spend an average of $101 per month vs. $67 among those who do not have one—a difference of $34.

Wireless Carrier Rankings

For a third consecutive year, SaskTel ranks highest in customer satisfaction among full-service carriers, with a score of 727, which is a 15-point improvement from 2013. SaskTel performs particularly well in the network quality; account management; offerings and promotions; customer service; and handset factors. TELUS Mobility (717) follows SaskTel in the full-service segment rankings.

 Among stand-alone carriers, Koodo Mobile ranks highest in customer satisfaction for a third consecutive year, with a score of 778, improving by 13 points from 2013. Koodo Mobile performs particularly well in network quality; account management; offerings and promotions; handset; and purchase process. Virgin Mobile (753) follows Koodo Mobile in the stand-alone segment rankings.

 The 2014 Canadian Wireless Total Ownership Experience Study is based on responses from 12,474 mobile service customers. The study was fielded in October 2013 (Wave 1) and March 2014 (Wave 2).

Media Relations Contacts

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

About JD Power and Advertising/Promotional Rules http://www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Dolce Vita Homes Achieves Builder of Excellence Distinction in the Edmonton Single-Family Home Market

1970-01-01

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WESTLAKE VILLAGE, Calif.: 17 March 2012 — Dolce Vita Homes has been recognized as a JD Power Builder of Excellence for providing outstanding service and high customer satisfaction, according to the JD Power and Associates 2012 Alberta Single-Family New Home Builder Customer Satisfaction Study^SM released today.

The study measures new homebuyer satisfaction throughout the new-home purchase and early ownership experiences among builders in Alberta and is conducted in association with the Professional Home Builders Institute of Alberta. Customer satisfaction is measured across eight factors: builder’s service/warranty staff; builder’s sales process/staff; home readiness; construction site/team; workmanship/materials; price/value; physical design elements; and design centre/décor centre.

Dolce Vita Homes has been recognized as a JD Power Builder of Excellence in the Edmonton region. To achieve this distinction, a homebuilder must perform within the top 20 per cent of customer satisfaction scores, which are based on benchmarks established in JD Power and Associates’ customer satisfaction research. Compared with the Edmonton regional average, Dolce Vita Homes performs particularly well in builder’s service/warranty staff; builder’s sales process/staff; construction site/team; and physical design elements.

“Builders that deliver their homes both on-time and right the first time can reap tremendous rewards,” said Dale Haines, senior director of the real estate and construction practice at JD Power and Associates. “Their customers are much more satisfied, which boosts perceptions of their brand image. At the same time, their construction, warranty and customer service costs are reduced considerably.  It’s a win-win for both builders and their customers.  In this economic environment, as builders seek to maximize efficiency and profit in the face of downward pricing pressure, even small gains in efficiency can be impactful.”

According to Haines, some builders have been able to maintain higher levels of customer satisfaction, particularly in the personal service areas of their businesses.  Typically, these companies have a customer-first mentality ingrained in their corporate cultures and prioritize customer care because they recognize its positive effects–both short-term and long-term–on their brand’s reputation and ability to differentiate the company from its competitors.

“The Professional Home Builders Institute is proud to be able to offer customer satisfaction surveying to all Alberta new-home builders,” says Angela Tripathy, Chief Corporate Officer. “Congratulations to the 2012 Builder of Excellence. Customer satisfaction will set you apart in this industry!”

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates 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. 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 public 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 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.

JD Power and Associates Media Contacts:

John Tews; Troy, Mich.; (248) 680-6218; [email protected]

Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

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

 

Cedarglen Homes, Mattamy Homes and Morrison Homes Achieve Builder of Excellence Distinctions in the Calgary Single-Family Home Market

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WESTLAKE VILLAGE, Calif.: 14 April 2012 — Three home builders, Cedarglen Homes, Mattamy Homes and Morrison Homes, have been recognized as JD Power Builders of Excellence for providing outstanding service and high customer satisfaction, according to the JD Power and Associates 2012 Alberta Single-Family New Home Builder Customer Satisfaction Study^SM.

The study measures new-home buyer satisfaction throughout the new-home purchase and early-ownership experiences among builders in Alberta, and is conducted in association with the Professional Home Builders Institute of Alberta. Customer satisfaction is measured across eight factors: builder’s service/warranty staff; builder’s sales process/staff; home readiness; construction site/team; workmanship/materials; price/value; physical design elements; and design centre/décor centre.

To achieve this distinction, a homebuilder must perform within the top 20 per cent of customer satisfaction scores, which are based on benchmarks established in JD Power and Associates’ customer satisfaction research.

“Top performing builders typically deliver homes both on schedule and without any outstanding construction issues,” said Dale Haines, senior director of the real estate and construction practice at JD Power and Associates.

According to Haines, many builders will request their buyers attend a ‘pre-drywall orientation’ or a ‘frame walk’.  This is the builder’s opportunity to confirm with the buyer the construction options and materials selections they’ve made. However, it is also a home buyer’s best opportunity to understand the construction quality of their home. This extra step drives higher customer satisfaction by highlighting signs of quality construction and offering transparency.

“The Professional Home Builders Institute is proud to be able to offer customer satisfaction surveying to all Alberta new-home builders,” says Angela Tripathy, Chief Corporate Officer. “Congratulations to the 2012 Builder of Excellence. Customer satisfaction will set you apart in this industry!”

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 public 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 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:

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

Follow us on Twitter: @JDPower

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

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As Canadian Smartphone Penetration Increases, Carriers Adapt Their Wireless Offerings

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TORONTO: 10 May 2012 — More than one-half (54%) of wireless customers in Canada currently own a smartphone, up from 36 percent in 2011, according to the JD Power and Associates 2012 Canadian Wireless Total Ownership Experience Study^SM released today.

The study examines perceptions of wireless customers with their service, mobile phone (for both traditional mobile phones and smartphone devices) and retail experience. Satisfaction is measured in seven factors: network quality; cost of service; account management; offerings and promotions; customer service; handset; and sales process. Carriers are ranked in two segments, full-service and stand-alone providers, which are differentiated by the range of products and services offered, as well as the ability of customers to bundle wireless services with other offerings.

While more customers use smartphones in 2012, compared with 2011, the study finds that the brands they select are shifting. Among smartphone owners in this study, 33 percent of their devices are Blackberry, down from 42 percent in 2011. Apple (30%) and Samsung (13%) have each increased their share by 4 percentage points from 2011. 

“Wireless customers are trying to get more out of their smartphones with mobile apps and multiple features not available on traditional phones, which is key to explaining the shift to smartphones,” said Adrian Chung, account director at JD Power and Associates. “As customers migrate to these devices, not only do they have more opportunities to access a broader set of capabilities, but also carriers have a greater opportunity to capitalize on selling additional data plans and features to support the variety of tasks smartphones can perform.”

The study finds that overall wireless satisfaction in 2012 has improved by 37 index points to 685 (on a 1,000-point scale), up from 648 in 2011. This increase is primarily due to significant satisfaction increases in cost of service (+51 points), as well as in account management and offerings and promotions (+38 points each).

Despite the additional customer investment and monthly spending often associated with smartphones, the reported average monthly spend remains steady at nearly $70.  Meanwhile, satisfaction levels with service costs among wireless customers purchasing new, switching or upgrading their existing mobile phone in the past six months have actually risen to 707, compared to 690 in 2011.  

“Carriers have clearly responded to this mainstreaming and increased competition by providing more cost-effective offerings that demonstrate superior value for both full-service and stand-alone customers,” said Chung.

Study findings also indicate carriers are improving communications to provide customers with billing clarity that enables them to better manage their accounts. In some cases, this is achieved through unlimited data plans.  Overall satisfaction among customers with unlimited data plans (733) is higher than among customers with tiered plans (700). While penetration for unlimited data plans remains low (12%), 31% of wireless customers indicate a preference for this type of plan.  

“Customers prefer the monthly bill predictability of unlimited plans. With the proliferation of applications, Web browsing and streaming, unlimited plans can accommodate customers’ increased data demands, which provides them with greater usage flexibility,” said Chung.  

Wireless Carrier Rankings

SaskTel ranks highest in customer satisfaction among full-service carriers with a score of 699 and performs particularly well in network quality; offerings and promotions; and customer service. Telus Mobility (693) follows in the full-service rankings.

Koodo Mobile ranks highest in customer satisfaction among stand-alone carriers with a score of 752, and performs particularly well in cost of service and offerings and promotions. PC Mobile (730) and Virgin Mobile (725) follow in the rankings.

The 2012 study also finds that, on average, wireless customers:

• Send and receive 26 texts in a 48-hour span, up from 19.5 in 2011
• Conduct nine incoming/outgoing calls in a 48-hour span, down from 10 in 2011
• Have used the same device for more than 20 months, up from 18 months in 2011
• Experience hold time of 6.7 minutes before speaking to a representative via the carrier’s call centre

The 2012 study also finds that, on average, smartphone customers:

• Spends $3.20 per month on apps
• Use an average of 3.7 apps per week
• Choose text messages as the preferred communication means (47%)

The 2012 Canadian Wireless Total Ownership Experience Study is based on responses from 14,000 mobile phone customers. The study was fielded in October 2011 and March 2012.

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 public 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 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:

Gal Wilder; Cohn & Wolfe; Toronto, Ontario; (416) 924-5700; [email protected]
Samanta Eng; Cohn & Wolfe; Toronto, Ontario (647) 259-3290; [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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