Category: Canada

Canadian New-Vehicle Shoppers’ Satisfaction with an Automotive Manufacturer’s Website Influences the Likelihood of a Test-Drive

1970-01-01

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TORONTO: 17 May 2012 — After a highly satisfying experience on a manufacturer’s website, new-vehicle shoppers are significantly more likely to visit a dealership to test-drive a vehicle of interest, according to the JD Power and Associates 2012 Canadian Manufacturer Website Evaluation Study^SM released today.

Among highly satisfied online shoppers (satisfaction scores of 976 or higher on a 1,000-point scale), 76 percent are more likely to visit a dealer showroom for a test drive, compared with 14 percent of shoppers who are less satisfied (satisfaction scores of 500 or lower).

“As more shoppers use manufacturer websites to conduct initial vehicle research, the need to create a great first impression is imperative,” said JD Ney, automotive account analyst at JD Power and Associates. “The significant gap in the intent to test-drive is a reminder that first impressions matter and weigh heavily on the shopper’s mind when considering a new vehicle.”

Website Changes Boost Satisfaction

As the Web continually evolves and shoppers are introduced to new technology on a regular basis, expectations of online new-vehicle shoppers are constantly shifting. As these new technologies and preferences emerge, the study finds the more active a manufacturer is in adapting its Web presence to these changes, the more likely shopper satisfaction with the website is to increase.

Overall new-vehicle shopper satisfaction with manufacturer websites has increased significantly to 821 in 2012, up 37 points from 2011. Satisfaction in all factors–speed (+42 points); appearance (+40); navigation (+34); and information/content (+33)–has also increased significantly, contributing to the rise in the overall satisfaction score.

The study finds that website redesigns and refreshes help manufacturers improve their website satisfaction scores. In some cases, very small updates to processes and individual elements are enough to boost satisfaction scores of frequently used tools, such as the payment estimator.

“The key is not to refresh or redesign the entire website constantly, but to understand specifically where problems with content and navigation are in order to allow shoppers to find exactly what they need,” said Ney. “Those strategic changes, whether big or small in scale, show the shoppers that automakers are listening to what they want.”

Luxury vs. Mass Market Brands

Higher expectations of a brand lead to a gap in satisfaction when comparing the websites of luxury brands with those of mass market brands. Among online new-vehicle shoppers, mass market brands’ websites have a higher average overall satisfaction score (822) than do luxury brands (818), although the luxury brand opinion rating is significantly higher than mass market brands (4.38 vs. 4.00, respectively, on a 5-point scale).

“Shoppers have much higher expectations of luxury brands and expect those expectations to be conveyed on their websites as well,” says Ney. “When perception and reality do not match, the shopper’s satisfaction with the website drops. Luxury brands need to put more effort toward making their website a premium experience.”

Canadian Manufacturer Website Evaluation Results

Now in its seventh year, the study measures the usefulness of Canadian automotive manufacturer websites during the new-vehicle shopping process from the perspective of online shoppers who intend to purchase a new vehicle within the next 12 months. Four factors contribute to overall shopper satisfaction with manufacturer websites: information/content, speed, navigation and appearance.

Toyota ranks highest in overall shopper satisfaction with a score of 858 and performs particularly well across all four factors. Lincoln and Buick follow in the rankings, with scores of 845 and 843, respectively.

The 2012 Canadian Manufacturer Website Evaluation Study is based on evaluations provided by 3,078 new-vehicle shoppers who indicated they would be in the market for a new vehicle within the next 12 months. The study was fielded between February 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:

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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Satisfaction with Dealership Service Plays an Important Role in Customers’ Vehicle Repurchase Intent in Canada

1970-01-01

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TORONTO: 15 August 2012 — In an ongoing battle for automotive customer loyalty, automakers may help build customer repurchase intent by offering a highly satisfying service experience, according to the JD Power and Associates 2012 Canadian Customer Commitment Index Study^SM released today.

The study measures the service behaviours, satisfaction and loyalty of owners of vehicles that are four to 12 years old. Overall customer satisfaction is determined by examining five key factors of the service experience: service initiation; service advisor; service facility; service quality; and vehicle pick-up. The study examines customer satisfaction with both new-vehicle dealerships and aftermarket facilities.

The study finds that 42 per cent of customers who rate their dealer service experience 10 (on a 10-point scale) indicate they “definitely will” purchase the same make the next time they shop for a new vehicle. In contrast, only seven per cent of customers who rate their service experience between one and five say they “definitely will” purchase the same make.

“The dealership service staff essentially acts as a second salesperson to the customer after they have purchased the vehicle,” said Ryan Robinson, director of the Canadian automotive practice at JD Power and Associates. “The interactions they have with customers after the sale is critical to ensuring that customers not only purchase the same make of vehicle in the future, but also do so at the same dealership. The link between service satisfaction and future vehicle purchase intent is a critical one.”

Communicating with Customers

The study finds that customers prefer to be communicated with via the same communication channel they use to schedule service appointments, indicating a comfort level with that channel. Among customers who schedule a service appointment via telephone, 54 per cent prefer to be contacted in the future by telephone, compared with email (32%) and traditional mail (10%). Similarly, among customers scheduling service appointments via the Internet, 66 per cent prefer to be contacted by email, compared with phone (22%), traditional mail (3%) or text message (8%).

“Knowing how a customer contacts a dealership is just as important as the communication itself,” said Robinson. “The study shows that customers prefer to be contacted in the way that they schedule appointments. The additional effort that service staff put into the method of communication provides an opportunity to set the tone for the upcoming service interaction.”

Type of Service Affects Customer Satisfaction

While dealership service departments are proficient in more areas than are specialty shops, such as facilities dedicated to oil changes, customer satisfaction with an oil change at a dealer service centre is 28 points lower (823 on a 1,000-point scale) than at a quick lube facility (851).

“Specialty shops can focus on a particular service and optimize the processes to make it as painless and quick as possible for customers,” said Robinson. “In contrast, dealerships need to be prepared to handle any type of vehicle repair, making it more difficult to streamline any one service and provide a quick in-and-out appointment for most customers. However, dealerships should improve satisfaction within the most common activities first and expand to others.”

Canadian Customer Commitment Rankings

NAPA AUTOPRO ranks highest in satisfying automotive service customers in Canada with an overall index score of 879. Rounding out the five highest-ranked brands are Jiffy Lube (857); Mr. Lube (849); Great Canadian Oil Change (848); and Subaru Dealerships (847).

The 2012 Canadian Customer Commitment Index Study is based on responses from more than 18,000 owners in Canada whose vehicles are between four and 12 years old. The study was fielded in January and February 2012 and in June and July 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 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:

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 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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Fewer Premium Increases, Paired with More Satisfying Policy Offerings, Boosts Satisfaction with Canadian Automotive Insurers

1970-01-01

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TORONTO: 25 September 2012 — As fewer customers indicate premium rate increases and more enticing policy offerings become available to policyholders, satisfaction with Canadian auto insurance carriers improves across all regions, according to the JD Power and Associates 2012 Canadian Auto Insurance Satisfaction Study^SM released today.

The study, now in its fifth year, measures insurance customers’ experiences with their primary insurer. Customer satisfaction is measured across five factors: interaction; price; policy offerings; billing and payment; and claims. Insurers are ranked in three regions: Western (British Columbia; Alberta; Saskatchewan; and Manitoba); Ontario/Atlantic; and Quebec.

The Western region has the smallest increase, five points. This is due primarily to a higher number of insurer-initiated premium increases. One-fourth of customers in this region reported an insurer-initiated increase in 2012, compared with only 18 per cent in 2011, the only region with a higher frequency of premium increases compared to 2011.

Customer satisfaction in the Ontario/Atlantic region has increased by 11 points from 2011, primarily due to an increase in satisfaction with insurer policy offerings (+17 points). Policy offering satisfaction is most often influenced by the quality of discounts offered. In fact, 60 per cent of customers in this region received multiple (three or more) discounts on their policy, a six-percentage-point increase from 2011. Nearly 30 per cent (29%) of customers reported an insurer-initiated rate increase in 2012, representing a four-percentage-point decrease from 2011.

Satisfaction in the Quebec region has increased by 17 points, which is the largest increase in score among regions from 2011. Satisfaction increases in billing and payment (+21 points), as well as price (+19 points), which significantly impacts overall satisfaction. Only 11 per cent of customers in the Quebec region reported an insurer-initiated rate increase, the fewest among the three regions and a three-percentage-point decrease from 2011.

“Although overall satisfaction has increased in the Western region, the uptick in insurer-related premium increases has been marginal,” said Lubo Li, senior director and practice leader of Canadian financial services and insurance at JD Power and Associates. “Satisfaction has significantly improved in both the Ontario/Atlantic and Quebec regions, not only because of fewer insurer-initiated premium increases, but also due to increases in satisfaction in nearly every factor across the board.”

Customer Satisfaction with Insurance Companies by Region, 2012 vs. 2011
(based on a 1,000-point scale)

Generational Differences

The study finds that while satisfaction has improved across all regions, the gains are not as strong among Generation Y  customers as among Baby Boomer customers. Gen Y customers are significantly less satisfied (737) than are Baby Boomers (770) and are more critical of their insurer when service expectations are not met. There are notable differences in scores among Gen Y customers regarding interactions with their insurer–particularly through the call centre or local agent/brokers.  Satisfaction in both of these interaction channels is nearly 50 points lower among Gen Y customers, compared with Baby Boomers. For a more detailed description of the differences between Gen Y and Boomers and how insurers can better meet the needs of these customer groups click here to read the management discussion.

Regional Rankings

In the Western Region, Canadian Direct Insurance ranks highest in customer satisfaction among auto insurance companies for a second consecutive year with a score of 806. State Farm (778) and TD Insurance (773) follow in the rankings.

In the Ontario/Atlantic Region, Grey Power ranks highest with a score of 786, followed by The Co-Operators (774). Belairdirect and Zenith (768) rank third in a tie.

In the Quebec region, La Capitale ranks highest with a score of 850. Following in the rankings are The Personal (842) and Desjardins General Insurance (832).

The 2012 Canadian Auto Insurance Study is based on responses from 11,620 auto insurance policyholders. The study was fielded in June and July 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 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:

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 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

Canadian Banks Risk Small Business Banking Customer Attrition As Service Falls Short of Expectations

1970-01-01

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TORONTO: 11 October 2012 — Canadian banks are not fully meeting the expectations of small business banking customers in relationship management, problem prevention and resolution, and differentiated service offerings, according to the JD Power and Associates 2012 Canadian Small Business Banking Satisfaction Study^SM released today.

Overall satisfaction among small business banking customers in Canada averages 728 (on a 1,000-point scale), which is 25 points below the 2012 Canadian retail banking average of 753.¹ The consequences of this lower level of satisfaction are pronounced.  The study finds that small business customers of banks that fail to deliver a high level of satisfaction are more likely to switch banks.  Among highly satisfied small business customers (overall satisfaction of 801 or higher), only two per cent say they “definitely will” or “probably will” switch banks in the next 12 months, compared with 25 per cent of those with low satisfaction (scores of 600 or below) who say they “definitely will” or “probably will” switch banks.

The inaugural study measures small business financial decision makers’ satisfaction with their primary financial institution across eight factors (in order of importance): account activities; account manager; facility; fees; product offerings; account information; credit services; and problem resolution. Account activities measures satisfaction with the transactions small business customers conduct at the branch, online, via the ABM, and on the phone.  Of these, branch transactions have the highest importance weight, with small business customers being three times more likely to conduct branch transactions than do retail banking customers (an average of 33 vs. 11 times per year, respectively), underscoring the need to deliver a superior in-person experience to these accountholders.

“Because of the value of small business relationships–the average small business customer has almost double the deposits of the average retail customer and four times higher loans–banks should strive to offer a higher level of service to these small business customers than for typical retail customers,” said Jim Miller, senior director of banking at JD Power and Associates. “The in-person experience is extremely important to small businesses, and banks need to get it right to maintain and grow these relationships.”

Account Managers May Not Always Be Beneficial

The study finds that nearly two-thirds of Canadian banks assign account managers to small business banking customers, while just one-half of banks in the United States do the same.² However, simply assigning account managers is not enough to result in a positive increase in satisfaction. Although overall satisfaction is 828 among small business customers who perceive their assigned account manager “completely” understands their business, it drops to 685 among those customers who perceive their account manager does not fully, or only partially, understands their business, which is lower than overall satisfaction among those not having an account manager assigned at all (693).

“Having a relationship manager is a great contributor to small business customer satisfaction, but only when the manager is knowledgeable of the customer’s business and can provide tailored advice and personal attention,” said Lubo Li, senior director of Canadian financial services at JD Power and Associates.  “However, if the manager cannot provide valuable and individualized information, the customer is better off not having an assigned account manager at all.”

Problems Push Customers Away

Not only does the occurrence of problems have a dramatic impact on satisfaction, but also small business banking customers who experience a problem are more than three times more likely to say they “definitely will” switch financial institutions in the next 12 months, compared with customers who do not experience a problem.

Considering the impact that problem incidence has on satisfaction (a decline of 98 points) and the rate at which problems occur (30%), financial institutions must focus on preventing and resolving problems or risk losing their small business customers to competitors, said Miller.

Scotiabank ranks highest in small business banking satisfaction in Canada with a score of 733. Following Scotiabank in the rankings and scoring below the industry average are RBC Royal Bank (725) and TD Canada Trust (724).

The 2012 Canadian Small Business Banking Satisfaction Study includes responses from nearly 1,200 small business owners or financial decision-makers who use business banking services in Canada. The study was fielded from July 2012 through August 2012.

¹ JD Power and Associates 2012 Canadian Retail Banking Satisfaction Study^SM
2 JD Power and Associates 2011 U.S. Small Business Banking Satisfaction Study^SM

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:

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 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

Many Canadians are Under-Insured or Not Covered From Catastrophic Loss From Earthquake or Flooding

1970-01-01

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TORONTO: 9 November 2012 — Recent severe weather and environmental events, such as Hurricane Sandy and the earthquakes in British Columbia highlight that many Canadian insurance customers lack catastrophic loss coverage, according to the JD Power and Associates 2012 Canadian Home Insurance Study^SM released today. 

The study finds that 35 per cent of Canadian insurance customers indicate that they have some form of added flood coverage to their home insurance policy–which is interpreted as sewer backup protection since over-land flood insurance is not offered–while only 22 per cent add earthquake coverage, leaving a large percentage of insurance customers without coverage in the occurrence of a catastrophic event.

“Home insurance customers who discover the limitations of their basic coverage after a major event occurs, have waited too long. With more than three-fourths of Canadian home insurance customers uninsured for earthquakes, many may find themselves in a lengthy discussion with their insurer in the event of an earthquake,” said Jeremy Bowler, senior director of the insurance practice at JD Power and Associates. Furthermore, in the case of sewer backup claims, it is a common misperception among homeowners that their basic home insurance policy provides this coverage.”

A regional comparison shows that 31 per cent of insurance customers in both the Quebec and Western regions purchase earthquake coverage, while only 10 per cent do so in the Atlantic/Ontario Region. Specifically, insurance customers in the province of British Columbia have the highest penetration of earthquake coverage, primarily due to the region’s susceptibility to earthquakes. However, only 56 per cent of customers in this province state they purchase earthquake insurance. 

“In comparison, earthquake-prone states in the United States, such as California, have far fewer home insurance customers carrying earthquake insurance on their policy, only 21 percent,” said Bowler. “In fact, the national average of U.S. insurance customers who have earthquake insurance is 6 per cent, which is 16 percentage points lower than the Canadian national average.”

Sewer backup insurance is purchased nationally at a higher rate than earthquake insurance. Customers in the Quebec Region have the highest rate of purchasing sewer backup insurance at 44 per cent, compared with 37 per cent of Western Region customers and 28 per cent of customers in the Atlantic/Ontario Region. 

Customers appreciate the extra peace of mind in having these types of environmental events covered, as satisfaction levels are notably higher among customers who purchase sewer backup and/or earthquake policies from their insurer. Among customers who do not have either a flood or earthquake policy with their insurer, overall satisfaction is 763 (on a 1,000-point scale). However, among customers who do purchase at least one of these policies, satisfaction is 780. Among customers who purchase both policies, overall satisfaction is 808–which is 45 points higher than among customers who do not purchase either of these policies.

Canadian Home Insurance Rankings and Results

The study measures customer satisfaction with home insurance companies by examining five factors: billing and payment; claims; interaction; policy offerings; and price.

While satisfaction has increased in each region, the degree of improvement and key drivers vary. Customer satisfaction with home insurers has improved the most in the Atlantic/Ontario Region to 760, up a significant 21 points from 2011. Increased satisfaction with billing and payment, policy offerings, and interaction are primary contributors to improvement in this region, compared with 2011. Overall satisfaction in the Western Region (754) has increased by 12 points year over year due to increases in both policy offerings and interaction. Overall satisfaction in the Quebec Region has stayed level year over year, increasing 1 point to 809 from 2011.

Western Region:

BCAA ranks highest in this region with a score of 788. Following BCAA in the rankings are Canadian Direct (762) and Johnson Insurance (756).

Atlantic/Ontario Region:

Belairdirect (778) ranks highest in the Atlantic/Ontario Region. State Farm and Co-Operators follow in the rankings with scores of 769 and 768, respectively.

Quebec Region:

Le Capitale (834) ranks highest in the Quebec Region, closely followed by Belairdirect (829) and Personal (827).

The 2012 Canadian Home Insurance Study is based on responses from more than 7,716 home insurance customers. Survey data was collected from May through June 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 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:

Gal Wilder; Cohn & Wolfe; Toronto, Canada; (647) 259-3261; [email protected]
Beth Daniher; Cohn & Wolfe; Toronto, Canada; (647) 259-3279; [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

Coventry Homes Inc., Dolce Vita Homes and Landmark Legacy Homes Inc. Achieve Builder of Excellence Distinction in the Edmonton Single-Family Home Market

2013-03-17

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WESTLAKE VILLAGE, Calif.: 16 March 2013 — Three builders of new, single-family homes—Coventry Homes Inc., Dolce Vita Homes and Landmark Legacy Homes Inc.—have each been recognized as a JD Power Builder of Excellence for providing outstanding service and high customer satisfaction, according to the JD Power and Associates 2013 Alberta Single-Family New-Home Builder Customer Satisfaction Study^SM released today. 

The study measures satisfaction among new homebuyers throughout the new-home purchase and early ownership experiences with builders in the Edmonton region and is conducted in association with the Professional Home Builders Institute of Alberta. 

To achieve this distinction, a home builder 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. 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.

Compared with the Edmonton regional average, Coventry Homes Inc., Dolce Vita Homes and Landmark Legacy Homes Inc. all perform particularly well in the construction site/team; home readiness; physical design elements; service/warranty staff; and builder’s sales process/staff factors.  

This is the second consecutive year that Dolce Vita Homes has been recognized as a JD Power Builder of Excellence in the Edmonton region.

“In the Edmonton market, overall satisfaction among new homebuyers is at the highest level since 2008,” said Dale Haines, senior director of the real estate and construction practice at JD Power and Associates. “Edmonton home builders are continuing to improve home quality, accuracy and timely communication with their customers, as well as effective resolution of outstanding construction issues.”

According to Haines, while builders strive to deliver defect-free homes, documenting any outstanding construction issues at walk-through helps reduce the number of surprises and, potentially, disappointment that new-home buyers may experience. 

“Congratulations to the 2013 Builders of Excellence. The Professional Home Builders Institute of Alberta is proud to offer customer satisfaction surveying to all Alberta new-home builders,” said Angela Tripathy, chief corporate officer at The Professional Home Builders Institute. “Receiving this award proves that the builder has embraced the core values of service excellence and made them an integral part of their customer care experience.”

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 (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at www.mcgraw-hill.com.

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 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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2013-04-14

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WESTLAKE VILLAGE, Calif.: 13 April 2013 — Jayman Modus Calgary has been recognized as a JD Power Builder of Excellence for providing outstanding service and high customer satisfaction to buyers of new, multi-family homes, according to the JD Power and Associates 2013 Alberta Multi-Family New-Home Builder Customer Satisfaction Study.^SM

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:

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 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

Brookfield Homes, Innovations by Jayman and Sterling Homes Achieve Builder of Excellence Distinctions in the Calgary Single-Family Home Market

2013-04-14

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WESTLAKE VILLAGE, Calif.: 13 April 2013 — Three builders of new single-family homes—Brookfield Homes, Innovations by Jayman and Sterling 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 2013 Alberta Single-Family New-Home Builder Customer Satisfaction Study^SM released today.

The study measures satisfaction among new homebuyers throughout the new-home purchase and early-ownership experiences with builders in Calgary, and is conducted in association with the Professional Home Builders Institute of Alberta. 

To achieve this distinction, a home builder 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. 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.

Compared with the Calgary regional average, Brookfield Homes, Innovations by Jayman and Sterling Homes all perform particularly well in construction site/team; home readiness; service/warranty staff; builder’s sales process/staff; and workmanship/materials. 

“New-home builders increasingly recognize the value of post-delivery contact and follow-up, which study data shows as being one of the key factors contributing to the increased levels of customer satisfaction this year,” said Dale Haines, senior director of the real estate and construction practice at JD Power and Associates. “Not only is overall customer satisfaction with new-home builders in the Calgary market up from 2012, the Calgary market’s performance has reached the highest levels of customer satisfaction since 2008.” 

According to Haines, high levels of customer satisfaction may also be attributed to Calgary-area builders’ continued improvements in home quality, on-time delivery and post-possession follow-up.

“Builders who take the proactive step of reaching out to their customers shortly after possession to resolve outstanding issues typically achieve higher customer satisfaction scores,” said Haines. 

“Congratulations to the 2013 Builders of Excellence. The Professional Home Builders Institute of Alberta is proud to offer customer satisfaction surveying to all Alberta new-home builders,” says Angela Tripathy, chief corporate officer at The Professional Home Builders Institute.  “Receiving this award proves that the builder has embraced the core values of service excellence and made them an integral part of their customer care experience.”

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:

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 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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2013-05-02

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TORONTO: 2 May 2013 — Mainstream adoption of technology is having a major impact on the way auto insurance customers in Canada interact with their insurance provider, according to the JD Power & Associates 2013 Canadian Auto Insurance Satisfaction Study^SM released today.  

“An increasing number of consumers are going to the Web for their first point of contact to gather information,” said Jeremy Bowler, senior director of the insurance practice at JD Power & Associates. “Auto insurers in Canada are aware of this major shift and need to continue to enhance their digital presence.”

Bowler urges auto insurers to enhance their digital capabilities and promote these options, not only so that consumers can research and buy insurance when and where they want, but also so that customers can do the same when self-servicing a policy. 

The study, now in its sixth year, measures insurance customer experiences with their primary auto insurer in Canada. Customer satisfaction is measured across five factors (in order of importance): interaction; price; policy offerings; billing and payment; and claims. Insurers are ranked in three regions: Ontario/Atlantic; Western (British Columbia; Alberta; Saskatchewan; and Manitoba); and Quebec.

Auto insurance customers in all three regions are more price sensitive in 2013 than they were in 2012, based on the 2013 study results. 

“Although overall satisfaction has increased in the Ontario/Atlantic region, the uptick in insurer-initiated premium increases in the Western and Quebec regions has taken a toll on overall satisfaction,” said Lubo Li, senior director of the services and emerging industries division at JD Power & Associates.  

Regional Rankings:

Customer satisfaction in the Ontario/Atlantic region has increased by 5 points (on a 1,000-point scale) from 2012, primarily due to flat or stable premiums. Bundling also is up in this region, which means that discounts appear to be bolstering customer satisfaction. Although customers in the Ontario/Atlantic region are the most price sensitive, possibly because there is no crown insurer presence, fewer customers reported premium price increases in 2013. 

Grey Power ranks highest for a second consecutive year in the Ontario/Atlantic region with a score of 794, followed by Belairdirect (782) and The Personal (780).

Customer satisfaction has declined by nine points in the Western region from 2012, primarily due to a higher number of insurer-initiated premium increases. Some 27 percent of customers in this region indicated an insurer-initiated increase in 2013, compared with 25 percent in 2012.

Canadian Direct Insurance ranks highest in customer satisfaction in the Western region for a third consecutive year with a score of 800. BCAA (794) ranks second, and is followed by Co-operators (776).

The Quebec region, which achieved the highest customer satisfaction score among all regions in 2012, experiences the largest year-over-year decline in 2013 (-25 points). Satisfaction with price (-45 points) and policy offerings (-27 points) significantly decreases from 2012. Among the three regions, a larger percentage of customers in the Quebec region in 2013 also indicate that their insurer initiated a price increase, compared with 2012 (14% vs. 11%, respectively).

What Can Canada’s Auto Insurers Do to Enhance Customer Satisfaction?

In each region, product offerings need to be competitive within the marketplace, which is where bundling can be very effective. “We see from analysis and our research that continued investment in websites should be a focal point for insurers since it offers an opportunity to provide convenience and efficiency to customers, which can lift satisfaction and hence loyalty,” Bowler said.  

Customer Satisfaction with Insurance Companies by Region, 2012 vs. 2011
(based on a 1,000-point scale)

Generational Differences across Channels Should Be a Focus

While younger customers, those in the Gen Y cohort , are currently the most frequent users of websites (34% usage rate), it is notable that online usage is also expected to grow among older customers, such as those in the Pre-Boomer generational groups (10% usage rate). 

“Pre-Boomers, who comprise about 13 percent of customers, are definitely more apt to want to deal directly with a person, as opposed to conducting activities online. However, there is a desire to transact some activities online,” said Li. “Gathering information is the most frequently reported reason customers visit their insurer’s website.”

The study finds that Gen Y customers are more apt to purchase a policy directly through an insurer, rather than to purchase a policy through an agent/broker. These customers also tend to be more conscious or sensitive to price when they shop, according to study results. However, similar to older customers, Gen Y customers prefer to speak with a person at a call centre or an agent/broker if they have a more complex issue to consider, such as discussing pricing options. 

About JD Power & Associates

Headquartered in Westlake Village, Calif., JD Power & 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 & Associates is a business unit of McGraw-Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE:MHP), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power & Associates, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com..

Media Relations Contacts:

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 & 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 & Associates. www.jdpower.com/corporate

Download PDF Download Study PDF

Satisfaction Is Highest among Wireless Customers Who Use Their Carriers’ Online Service and Sales Channels

2013-05-09

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TORONTO: 9 May 2013 — For the first time, satisfaction is notably higher among wireless customers who use online self-service channels for both service and sales issues than among those who use the traditional call centres and in-store channels, according to the JD Power & Associates 2013 Canadian Wireless Total Ownership Experience Study^SM released today.

Key Findings

The study finds that satisfaction with the purchase experience is higher among wireless customers who use their carrier’s online self-service options than among those who use the traditional call centre service and in-store customer care options. Overall customer satisfaction with the online sales experience is 737 (on a 1,000-point scale), a 46-point increase from 2012, while satisfaction with online customer care is 699, which is a 14-point improvement from 2012.  Among customers who choose online self-service, 34 percent use their carrier’s online chat feature, a 9-percentage-point increase from 2012.

“We see a sizable shift in behaviour, with customers opting to use online self-service tools to address issues with their services or device, and overall satisfaction is highest when customers use their carrier’s online chat function,” said Adrian Chung, account director at JD Power & Associates. “It’s important for wireless carriers to continue focusing on improving their website’s functionality in order for customers to benefit from the convenience and timeliness of this service option, which is not only a more cost-effective way for carriers to interact with their customers, but also creates a more positive experience when a problem is encountered.”

Overall satisfaction improves by 6 index points to 691 in 2013 from 685 in 2012. This increase is primarily due to increases in sales process satisfaction. In the full-service carrier segment, overall satisfaction in 2013 averages 680, compared with 678 in 2012. In the stand-alone segment, satisfaction averages 730, compared with 718 in 2012.  Among stand-alone carriers, the 2013 study includes WIND Mobile, Public Mobile and Mobilicity for the first time.

Smartphone Market Penetration

While the incidence of smartphone use in 2013 has increased by 9 percentage points year over year and by 24 percentage points since 2011, the gap in customer satisfaction scores among smartphone manufacturers is narrowing.

Among smartphone owners, the devices most frequently used are manufactured by Apple (31%), Samsung (22%) and BlackBerry  (22%).

“Customers own Apple iPhone’s more than any other manufacturer’s device; however, the gap in device satisfaction is narrowing,” said Chung. “We expect this trend to continue as newly introduced devices from Samsung and BlackBerry grow in market share.”

Wireless Carrier Rankings

For a second consecutive year, SaskTel ranks highest in customer satisfaction among full-service carriers, with a score of 712, which is a 13-point improvement from 2012. SaskTel performs particularly well in the offerings and promotions; customer service; and sales process factors. Telus Mobility (699) follows SaskTel in the full-service segment rankings.

Among stand-alone carriers, Koodo Mobile ranks highest in customer satisfaction for a second consecutive year, with a score of 765, improving by 13 points from 2012. Koodo Mobile performs particularly well in offerings and promotions; network quality; and account management. Virgin Mobile (744) follows Koodo Mobile in the stand-alone segment rankings.

The 2013 study also finds that, on average, wireless customers:

• 49 percent of customers report having data packages with an average monthly spend of $86.

• 51 percent of customers who do not have a data package report an average spend of $65 per month.

• Customers connect to the mobile Web an average of eight times per day and check mobile email an average of 11 times daily. 

• Customers also send and receive 30 texts in a 48-hour span, on average, compared with 26 in 2012.

The 2013 Canadian Wireless Total Ownership Experience Study is based on responses from 13,300 mobile phone customers.  The study was fielded in September 2012 and March 2013.

About JD Power & Associates

Headquartered in Westlake Village, Calif., JD Power & 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 & Associates is a business unit of McGraw-Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE:MHP), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power & Associates, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com..

Media Relations Contacts:

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 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