Category: Canada|United States

North American Hotel Guests Want Breakfast Back, JD Power Finds

2021-07-12

jillian.breska

Frontline hotel staff did not have an easy job during the past year. Tasked with enforcing mask mandates, reminding guests which services were temporarily unavailable due to the pandemic and putting their own health at risk daily, these workers still managed to keep guests happy. The hotel industry overall maintains a strong overall customer satisfaction score in the JD Power 2021 North America Hotel Guest Satisfaction Index (NAGSI) Study,^SM released today. But now that the pandemic is waning, hotel guests have made it clear they want breakfast and other hotel amenities.

“Frontline staff have been the real heroes of the North American hotel industry during this past year, managing to navigate a very difficult situation while holding overall hotel guest satisfaction steady and actually improving customer satisfaction with staff interactions,” said Andrea Stokes, hospitality practice lead at JD Power. “As we transition to a more normalized travel environment, however, guest expectations are growing rapidly and certain must-haves, such as smart TVs, pleasant views and balconies, are becoming increasingly important to maintaining high levels of guest satisfaction. It is also clear that guests expect breakfast service to resume, especially in  limited-service hotels that usually provide complimentary hot breakfast.”

Following are additional key findings of the 2021 study:

• Hotel staff, flexible cancellation policies save the day in crisis: Overall hotel guest satisfaction across the study is 830 (on a 1,000-point scale), which is unchanged from 2020 and 10 points higher than in 2019. The strong performance is driven in large part by the overall hotel staff experience, which increases slightly in 2021. Hotel guests also had higher satisfaction with value for money, reflecting the reduction in room rates many hotel properties undertook to stimulate demand.
• Satisfaction with breakfast declines: One area that is a major drag on customer satisfaction in the study is breakfast. In all but one hotel segment, guests were particularly dissatisfied with reduced variety and quality—if breakfast was offered at all. Through the study fielding dates, 36% of hotels eliminated buffet-style serving.
• I want my smart TV: During the pandemic, consumers stuck at home increased subscriptions to a variety of streaming entertainment services. It is not surprising, then, that the study shows an increase in demand for smart TVs in hotel rooms.  Hotel “need to haves” that have grown the most in importance since 2020 are smart TVs (+9 percentage points), balcony/views (+6 percentage points) and healthy living/wellness amenities (+5 percentage points).
   

Study Rankings

The following hotel brands rank highest in guest satisfaction in their respective segment:

Luxury: The Ritz-Carlton
Upper Upscale: Hard Rock Hotels
Upscale: AC Hotels
Upper Midscale: Drury Hotels (for a 16th consecutive year)
Midscale: Tru by Hilton (for a second consecutive year)
Economy: SureStay by Best Western (for a second consecutive year)

The 2021 North America Hotel Guest Satisfaction Index (NAGSI) Study, now in its 25th year, analyzes guest responses to more than 150 questions regarding branded hotel stay experiences and benchmarks the performance of 104 brands across six market segments. This year’s study is based on responses from 32,963 hotel guests for stays between May 2020 and June 2021.

For more information about the 2021 North America Hotel Guest Satisfaction Index (NAGSI) Study, visit https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

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

 

Attentive Flight Crews, Flexible Fares and Charges during Pandemic Drive Record High Customer Satisfaction with North America Airlines, JD Power Finds

2021-05-18

jillian.breska

TROY, Mich.: 12 May 2021 (Updated 19 May 2021) — Despite the North America airline industry losing more than $40 billion in revenue as passenger volume dropped 60% in 2020, airline passengers say their level of satisfaction is higher. According to the JD Power 2021 North America Airline Satisfaction Study,^SM the elimination of many charges and fees, increased attentiveness of flight crews and ticket flexibility help the industry achieve new heights as passenger satisfaction climbs 28 points to 820 (on a 1,000-point scale) year over year.

“The airline industry adapted to a most unusual year by simplifying ticketing processes, waiving change fees and baggage fees which were key to persuading people to fly during the pandemic,” said Michael Taylor, travel intelligence lead at JD Power. “Airline personnel rose to meet the challenges of a drastically altered travel environment. Maintaining that level of flexibility and recognition of individual passenger needs will be a strategic advantage for airlines that want to set themselves apart in passenger satisfaction as travel volumes start to recover.”

Following are some of the key findings of the 2021 study:

• Flight crews stepped up during pandemic: Overall passenger satisfaction with flight crews increases 25 points as flight attendants and pilots were tasked with explaining and enforcing many new health and safety measures during the pandemic. Delta, this year’s highest-ranked airline, scores particularly well on the flight crew factor, outperforming its closest competitor by 11 points. All told, Delta was the top performer in four of the eight factors evaluated in the study.
• Removal of change fees scores points with passengers: Most major airlines introduced travel waivers during the pandemic that allowed passengers to change or cancel tickets without typical penalties. Passengers responded favorably, driving a 48-point increase in customer satisfaction with cost and fees.
• Empty middle seats signaled airline concern for passengers:  All North America airlines earned generally high marks from passengers when they were asked to rate their airline’s response to COVID-19. Additional safety measures, such as keeping middle seats empty, enforcement of mask requirements and allowing worried travelers to alter their itineraries all helped to reinforce this positive sentiment.

Study Ranking

Delta Air Lines ranks highest in customer satisfaction, with a score of 860. This is the first time Delta Air Lines has ranked highest since 1995. Southwest Airlines (856) ranks second and JetBlue Airways (849) ranks third.

The North America Airline Satisfaction Study measures passenger satisfaction with airline carriers in North America based on performance in eight factors (in alphabetical order): aircraft; baggage; boarding; check-in; cost and fees; flight crew; in-flight services; and reservation. The study measures passenger satisfaction among both business and leisure travelers and is based on responses from 2,309 passengers. Passengers needed to have flown on a major North America airline within the past month of completing a survey. The study was fielded from August 2020 through March 2021.

For more information about the North America Airline Satisfaction Study, visit https://www.jdpower.com/business/resource/jd-power-north-america-airline-satisfaction-study.

Join the conversation on social media using #AirlineStudy and follow JD Power on Facebook, Twitter and LinkedIn.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

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

 

Rental Car Customer Satisfaction Holds Steady as Industry Deals with Reduced Volume, JD Power Finds

2020-10-12

jillian.breska

Overall customer satisfaction with North American airport-based rental car companies is flat this year as airport passenger volumes have slowed dramatically during the COVID-19 pandemic. According to the JD Power 2020 North America Rental Car Satisfaction Study,^SM released today, customer satisfaction with airport-based rental car companies is 841 (on a 1,000-point scale), which is statistically flat compared with 2019’s record-high performance.

“As with other travel suppliers, this has been an incredibly challenging period for the car rental industry,” said Michael Taylor, travel intelligence lead at JD Power. “Despite these economic headwinds, the major rental car companies have been able to maintain high levels of customer satisfaction throughout the pandemic, largely through great customer service and enhanced cleaning protocols to build confidence with travelers.”

Study Ranking

Hertz ranks highest in overall customer satisfaction, with a score of 852. Enterprise (849) ranks second, followed by Alamo (848) and National (845).

The 2020 North America Rental Car Satisfaction Study is based on responses gathered from September 2019 through August 2020, from 7,364 business and leisure travelers who rented a vehicle at an airport location from August 2019 through August 2020.

For more information about the North America Rental Car Satisfaction Study, visit https://www.jdpower.com/resource/north-america-rental-car-satisfaction-study.

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

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

 

Traveler Satisfaction with North American Airports Soars to Record High—For All the Wrong Reasons, JD Power Finds

2020-09-22

jillian.breska

A year ago, the biggest challenge confronting North American airports was overcrowding. Today, they are comparatively empty. While the sharp decline in volume is a big problem for airport revenue, it has been a boon for traveler satisfaction. According to the JD Power 2020 North America Airport Satisfaction Study,^SM released today, satisfaction with North American airports has risen sharply since the onset of the COVID-19 pandemic, reaching a record high of 784 (on a 1,000-point scale) as passengers breeze through security checkpoints, baggage claim and food and retail services.

“Over the Labor Day weekend, airport passenger volumes climbed to 40% of year-ago levels as travelers slowly started to trickle back onto airplanes,” said Michael Taylor, travel intelligence lead at JD Power. “Compared to the pre-COVID-19 environment when most airports were running significantly over capacity, the lack of crowds and long lines is actually creating a very convenient experience for travelers right now. Obviously, this lower passenger volume is not sustainable for most airports. Airport managers are doing all they can to provide a safe and clean environment to facilitate a rebound in travel.”

Following are some key findings of the 2020 study:

• Satisfaction reaches record high as volume dwindles: The overall customer satisfaction score this year for North American airports is a record-high 784, up 22 points from 2019. This unprecedented leap in satisfaction is driven by significant improvements in satisfaction with the check-in and in the food, beverage and retail factors. Passengers also have provided airport terminals with high marks for cleanliness, less crowding and lower noise levels—all of which are positively affected by record-low passenger volumes.
• Mall-like experience and local color drive highest levels of satisfaction: The common bond among top-ranked airports such as Phoenix Sky Harbor International Airport, Dallas Love Field and Indianapolis International Airport is an open, airy experience that feels more like a well-designed shopping mall than an airport. These airports also do a good job of conveying local flavor in their passenger experience, from food and beverage offerings that feature regional specialties to design cues that evoke local color.
• Many passengers applaud airport response to COVID-19: Nearly one-third (30%) of travelers say their opinion of the airport they traveled through has improved after seeing its response to the COVID-19 pandemic. More than two-thirds (68%) say their opinion has not changed and just 2% say they have a more negative view of their airport since the pandemic.

Study Rankings

Phoenix Sky Harbor International Airport ranks highest in passenger satisfaction among mega airports with a score of 805. Miami International Airport (801) ranks second and McCarran International Airport (797) ranks third.

Dallas Love Field ranks highest among large airports with a score of 844. John Wayne Airport, Orange County (837) and Tampa International Airport (837) rank second, in a tie.

Indianapolis International Airport ranks highest among medium airports with a score of 866. Palm Beach International Airport (833) ranks second and Southwest Florida International Airport (829) ranks third.

The 2020 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium North American airports by examining six factors (in order of importance): terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and retail. Mega airports are those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 million passengers per year.

Now in its 15th year, the study is based on 26,058 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past 30 days. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from August 2019 through July 2020.

For more information about the North America Airport Satisfaction Study, visit http://www.jdpower.com/resource/north-america-airport-satisfaction-study.

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

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

 

JD Power to Acquire ALG from TrueCar, Inc.

2020-08-06

TROY, Mich.: 6 Aug. 2020 — JD Power, a global leader in data analytics and consumer intelligence, today announced it has entered into an agreement to purchase ALG, Inc., from TrueCar, Inc., for $135 million. ALG is an industry authority on automotive residual value projections in both the United States and Canada, and the acquisition is expected to augment offerings from the data & analytics division of JD Power.

“We believe ALG will bring complementary strengths and value to JD Power and its clients,” said Dave Habiger, president and CEO of JD Power. “For more than 50 years, ALG has been a trusted data provider to the automotive industry delivering accurate and reliable residual value forecasts. Adding that component to our extensive data assets, valuation expertise and analytic tools will enable us to provide even more value to our clients. We are excited to welcome the ALG team to JD Power.”

Residual values are the foundation of auto leasing and are used across multiple segments of the automotive industry. Almost one-third of new vehicles sold each year are leased, typically for a three-year term. At any point in time, the value of vehicles in outstanding lease portfolios is estimated at $500 billion. Accurately predicting the value of vehicles at the end of the lease term is an essential activity for vehicle manufacturers and finance companies.

Countless variables affect the actual residual value of a vehicle over a multi-year lease term. Examples include mileage, quality/reliability, options and feature sets, weather and the macroeconomic environment. Since these factors need to be taken into account in order to accurately forecast residual values, the more granularity and greater the understanding of the impact of each variable, the better equipped manufacturers and lenders are able to maximize profitability. The combination of JD Power’s capabilities and data with ALG’s deep experience in residual values will allow for even more accurate end-of-lease forecasting capabilities.

”Today’s announcement is a tremendous outcome both in terms of the value delivered to our shareholders and the potential ALG will have with its new owner,” said Mike Darrow, president and chief executive officer of TrueCar. “After careful consideration of a variety of options and potential partners, it became clear that a sale of ALG to JD Power, with its breadth of complementary services, strong automotive industry expertise and trusted reputation, represents the best path forward for ALG’s clients. JD Power’s unwavering dedication to its clients and the remarkable level of trust it has built among consumers and the auto industry bodes well for the future of ALG.”

The transaction is expected to close by the end of 2020 and is subject to customary closing conditions as well as regulatory review and approval. Upon approval and close, all 40 ALG employees will join JD Power.

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; 714-621-6224; [email protected]
Shadee Malekafzali, TrueCar; 424-258-8694; [email protected]
Danny Vivier, TrueCar; 760-505-9654; [email protected]

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

 

Loyalty to Wireless Carriers in Canada Continues to Hinge on Network Quality, JD Power Finds

2020-04-22

Canada’s wireless networks are performing this year at a level similar to 2019 regarding the average number of issues cited by customers, and the level remains unchanged year over year at 9 problems per 100 connections (PP100), according to the JD Power 2020 Canada Wireless Network Quality Study,^SM released today. However, carriers should not rest on their laurels, as network quality is the top reason cited by long-term clients when switching to a new provider.

“In our current state of self-isolation, telecommuting and an exponential rise in the use of streaming service —from video conferencing to movies—are stretching network infrastructures to unprecedented levels,” said Adrian Chung, director of the technology, media & telecom practice at JD Power Canada. “Many consumers are able to take advantage of home Wi-Fi for now but the demand for reliable wireless connectivity will continue in the future and carriers should be mindful of network performance being a key contributor to strengthening customer loyalty and defining value.”

The importance of network quality on client churn is also evident by the 21% of customers who indicate they would be less inclined to switch providers if network quality improves. This is a key factor in customer satisfaction—trumped only by loyalty discounts—and should bode well for carriers that plan 5G rollouts.  

Following are additional key findings of the 2020 study:

• Carriers meet the need for speed: Prior to the implementation of stay-at-home restrictions, 91% of wireless customers across all regions of Canada said their wireless data speeds were as expected or higher. Additionally, only 8% of customers indicate they have left their carrier in the past year due to network issues.
   
• Worry-free: New wireless customers (those who have switched carriers or are net-new) tend to cite fewer network issues than existing customers. According to the study, 45% of new customers experienced zero PP100 compared with 38% of existing customers who experienced the same.
   
• Apps on the rise: Wireless usage patterns remain relatively unchanged compared with 2019, based on a 48-hour usage period. Text messages continue to lead in frequency (44) followed by apps (15) and regular voice calls (9).

Study Rankings

In the East region, TELUS Mobility ranks highest in network quality with a score of 6 PP100. Rogers Wireless and Videotron rank second in a tie, each with 8 PP100. The East Region consists of the provinces of New Brunswick; Newfoundland and Labrador; Nova Scotia; Prince Edward Island; and Quebec.

In Ontario, Rogers Wireless and TELUS Mobility rank highest in a tie, each with 8 PP100.

In the West Region, Rogers Wireless ranks highest with a score of 9 PP100. Bell Mobility, SaskTel and TELUS Mobility rank second in a tie, each with 10 PP100. The West Region consists of the provinces of Alberta; British Columbia; Manitoba; Northwest Territories; Nunavut; Saskatchewan; and Yukon Territory.

The 2020 Canada Wireless Network Quality Study was conducted online in English and French. The study, which measures problems per 100 connections (PP100), includes four wireless carriers in the East Region; four wireless carriers in Ontario; and six wireless carriers in the West Region. The study is based on 14,335 responses and was fielded in February-March 2020.

For more information about the Canada Wireless Network Quality Study, visit https://canada.jdpower.com/business/resource/canada-wireless-network-quality-study

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

Media Relations Contacts:
Gal Wilder, Cohn & Wolfe; 647-259-3261; [email protected]
Madelyn Boelhouwer, Cohn & Wolfe; 647-259-3283; [email protected]
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

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

 

Rising Customer Expectations, Poor Communication Drive Down Satisfaction with Auto Insurers, JD Power Finds

2018-05-03

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TORONTO: 7 May 2018 — Customer satisfaction with Canadian auto insurance companies has declined during the past year, mainly due to rising consumer expectations and a lack of proper communication on rate action. Overall satisfaction dropped six points to 778 (on a 1,000-point scale), down from 784 a year ago, according to the JD Power 2018 Canadian Auto Insurance Satisfaction Study,^SM released today.

More specifically, the study finds that consumers are setting a high bar for auto insurers. Expectations that have been irrevocably influenced by digital service providers have ushered in an era in which success requires providing products and services to consumers that are relevant, personalized, easy and timely.

“Auto insurance customers’ expectations are increasingly being shaped by experiences outside the industry,” said Tom Super, Director of the Insurance Practice at JD Power. “Customers have come to expect interactions with a brand to be easy, provided in real time and relevant to them—whether speaking with a representative in a call center, navigating the company’s website or visiting a local agent’s office.”

The study also identifies the importance of proactive communication when making premium changes. Insurers’ avoidance to openly communicate premium increases to their customers only exacerbates the issue. Satisfaction among customers who were not notified of a premium increase is 70 points lower than among customers who were notified. Unexpectedly, lack of communication about a price decrease also has a negative effect on satisfaction, a decline of 55 points. Customers who say their insurer failed to communicate a rate action are significantly less likely to recommend their insurer, renew the insurance or continue to work with their current agent/broker.

“Although overall customer satisfaction is down, there are opportunities for insurers to turn things around quickly and redeem the situation,” Super said. “Communicating more frequently and leveraging digital channels to better engage with customers will ensure fast, streamlined issue resolution. These elements have the power to turn things around fast.”

Following are additional key findings from the 2018 study:

• An opportunity with the digital experience: For 10 of the 12reasons why customers interact with their insurer, as measured in the study, at least half of customers prefer to conduct the interaction via a digital channel. Also, younger-generation customers are more open to using digital channels for communication and servicing, although the increase in preference to using digital channels has been on the rise across all age groups.

• Fix it right the first time: Preventing a problem from occurring is the most important KPI (key performance indicator) in the study. Additionally, solving a problem on the first contact helps insurers recover from a negative customer stance. Not unexpectedly, satisfaction among customers whose insurer resolved their problem on first contact is 97 points higher than among customers who required multiple contacts to resolve their issue.

Study Rankings by Region

The Co-operators ranks highest in satisfaction in Alberta for a fifth consecutive year, with a score of 787. Alberta Motor Association ranks second (761). However, customers in Alberta have the lowest level of customer satisfaction among the four regions included in the study (754), down eight points from last year.

The Atlantic region is the only region to experience an increase in overall satisfaction from last year, up one point to 791. The Co-operatorsranks highest with a score of 823. Intact Insurance (804)ranks second.

Customer satisfaction in the Ontario region averages 775, down from 783 in 2017. The Personal ranks highest in satisfaction with 790 points. The Co-operators ranks second with 789.

The province of Quebec achieves the highest level of customer satisfaction with a score of 806, down seven points from 2017. The Personal ranks highest with a score of 826. Industrial Alliance (813)ranks second.

The Canadian Auto Insurance Satisfaction Study, now in its 11^th year, measures customer satisfaction with primary auto insurers in Canada. Satisfaction is measured across five factors (in order of importance): non-claim interaction; price; policy offerings; billing and payment; and claims. Insurers are ranked in four regions (in alphabetical order): Alberta, Atlantic, Ontario and Quebec. The study is based on responses from 8,958 auto insurance policyholders. The study was fielded in January-March 2018. 

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.

Media Relations Contacts
Gal Wilder, Cohn & Wolfe, Toronto, Canada; 647-259-3261, [email protected]
Stephanie Ronson, Cohn & Wolfe, Toronto, Canada; 647-259-3278, [email protected]
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]

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

 

Darren Slind Promoted to Lead JD Power Singapore Operations

2017-10-03

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COSTA MESA, Calif.: 4 Oct. 2017— Darren Slind, a 17-year veteran of JD Power, has been appointed Vice President, Singapore Operations, effective Oct. 2. In this role, Slind will spearhead the expansion of JD Power consulting services to a growing client base across Southeast Asia, India, Taiwan and Australia.

Previously Senior Director, Canada and Latin America, Slind oversaw the development of JD Power automotive operations in Canada, Brazil and Mexico. He joined JD Power in 2000.

Tim Braley is appointed Senior Director, Canada and Latin America taking over for Slind. Braley, based in the Troy, Mich., office, has led several global growth initiatives in his most recent role as Senior Director of Strategy within the Global Automotive Division. Prior to that, he also served as Director of Finance.

In order to drive growth in Latin America and Canada, Braley will work closely with current country managers Fabio Braga (Brazil) and Gerardo Gomez (Mexico). Assuming the role of Country Manager, Canada, is JD Ney. Formerly, Senior Manager, Canadian Automotive Practice, Ney is a recognized thought leader in automotive customer experience. He joined JD Power in 2011 and will lead the design and delivery of innovative solutions for Canadian automotive clients including syndicated, proprietary and consulting solutions. 

“We are putting the right people in the right places in order to better serve our clients and grow our business,” said Doug Betts, Senior Vice President of the Global Automotive Division at JD Power. “These leadership changes will undoubtedly be effective, and I have great confidence that Darren, Tim and JD will quickly have a positive effect on the clients and companies they serve.”

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [email protected]

Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

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

 

Mobile Banking in Canada Grows Rapidly as Satisfaction with Personal Service Drops, JD Power Finds

2017-07-12

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TORONTO: 13 July 2017 — Canadian retail banks have continued to assert their leadership in mobile banking, showing steady increases in mobile adoption and mobile customer satisfaction, but is that focus coming at the expense of other banking channels? Mobile banking is one of two areas in which satisfaction has increased year over year, according to the JD Power 2017 Canadian Retail Banking Satisfaction Study,^SM released today in conjunction with the JD Power 2017 Canadian Banking App Satisfaction Study^SM.

The Canadian Retail Banking Satisfaction Study, now in its 12th year, measures customer satisfaction with retail banks in two segments: Big 5 Banks¹ and Midsize Banks. In both segments, customer satisfaction is measured in seven factors (listed in order of importance): product; self-service; personal service; facilities; communication; financial advisor; and problem resolution. The inaugural Canadian Banking App Satisfaction Study measures overall satisfaction with mobile banking applications based on five factors (in order of importance): ease of navigation; appearance; availability of key information; range of services; and clarity of information. Satisfaction is calculated on a 1,000-point scale.

“Canadian retail banks have been pioneers in their embrace of the mobile channel and their development of mobile apps that really resonate with customers, but success in retail banking today requires a multi-channel approach,” said Bob Neuhaus, financial services consultant at JD Power. “The majority of retail bank customers are what we call channel omnivores, meaning they frequent several different touch points with their banks. Banks need to maintain focus on the traditional foundations of the banking experience, while still working to satisfy the increasing demand for digital channel interactions.”

Following are key findings of the 2017 studies:

• Canadian banks mastering mobile: Mobile banking usage among customers has nearly doubled over the past three years, with 43% of Canadian retail bank customers now using mobile banking. Satisfaction with the mobile channel has also improved, with a mobile satisfaction index score of 807 points, making it the most satisfying method of interaction amongst all channels measured in the study.
• Need to look beyond mobile: More than half (58%) of customers have used four or more interaction channels in the past year. Meanwhile, customer satisfaction declines in 2017 for most channels, including website (-1 point); branch (-10); assisted online (-11); call centre (-13); and automated phone (-15). Overall retail bank satisfaction declines to 759 points from 763 in 2016.
• Benefits of getting the basics right: Overall satisfaction scores are 83 points higher among  customers who were greeted at the branch entrance and 63 points higher among those whose teller addressed them by name, yet just 60% of customers say they were greeted at the door and just 47% say they were addressed by name. Likewise, only 19% of customers are aware of personalized ABM preference settings at their bank, despite usage of those features being associated with high overall satisfaction scores.
• Certain changes can negatively affect trust: Banks can harm the level of trust that is established with their customers when they make changes to agreed-upon terms of financial accounts and products. The introduction of new fees is associated with a 50-point decrease in overall satisfaction, while changing the amount of existing fees is associated with a 45-point decrease. Changes to interest rates cause overall satisfaction scores to fall 31 points.

Study Rankings

RBC Royal Bank ranks highest in overall customer satisfaction for a second consecutive year among Big 5 Banks, achieving a score of 760. RBC Royal Bank performs well in all seven factors, most notably in product. TD Canada Trust ranks second with a score of 759.

Among Midsize Banks, Tangerine ranks highest in overall customer satisfaction for a sixth consecutive year, with a score of 820. Tangerine performs particularly well in product; personal service; self-service; and communication. President’s Choice Financial ranks second with a score of 801.

Among banking apps, RBC Royal Bank ranks highest in overall satisfaction with a score of 840. Scotiabank ranks second with a score of 835.

The 2017 Canadian Retail Banking Satisfaction Study is based on responses from more than 13,000 customers who use a primary financial institution for personal banking. The study includes the largest financial institutions in Canada and was fielded in March-April 2017. The 2017 Canadian Banking App Satisfaction Study is based on responses from more than 1,600 retail bank customers throughout Canada. It was fielded in April-May 2017.

For more information about the 2017 Canadian Retail Banking Satisfaction Study, visit http://canada.jdpower.com/resource/canadian-retail-banking-customer-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2017101.

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts
Gal Wilder, Cohn & Wolfe, Toronto, Canada; 647-259-3261, [email protected]
Stephanie Ronson, Cohn & Wolfe, Toronto, Canada; 647-259-3278, [email protected]
Geno Effler; JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

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

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¹Big 5 Banks are the largest five banks in Canada (BMO, CIBC, RBC Royal Bank, Scotiabank and TD Canada Trust); Midsize Banks include Alterna Bank, ATB Financial, HSBC Bank Canada, Laurentian Bank of Canada, Manulife Bank, National Bank of Canada, President’s Choice Financial and Tangerine.

 

Incidence of Wireless Network Problems Increases with Usage, JD Power Finds

2017-05-24

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TORONTO: 25 May 2017— Heavy users of wireless service in Canada cite higher incidences of network problems than do lighter users, according to the JD Power 2017 Canadian Wireless Network Quality Study,^SM released today.

Heavy users¹ of wireless service experience an average of 14 problems per 100 connections (PP100), compared with 12 PP100 among medium users and 10 PP100 among light users. Within all major network problem categories—calling, messaging and data—problem incidence increases as usage increases. Data problems continue to account for most of the network issues experienced.

“The tasks performed by heavy users can represent a significant strain on carrier networks,” said Adrian Chung, director at JD Power. “Plus, the frequent consumption of services by this group means more recent and top-of-mind experiences. Carriers can expect to elevate the customer experience at all user levels if they focus on the needs of their heaviest users, who are most sensitive to problems, while simultaneously enhancing the device experience.”

Following are some additional findings of the 2017 study:

• Younger customers experience more network problems: On average, customers ages 18-34 experience 14 PP100 compared with 12 PP100 among those ages 35-44; 10 PP100 among those 45-54; 9 PP100 among those 55-64; and 7 PP100 among those 65 or older.

• When texting increases, talking decreases: Text messages account for 56% of all wireless connections among heavy users, compared with 49% among medium users and 40% among light users. Voice and voicemail connections account for only 7% of the connections of heavy users vs. 12% among medium users and 28% among light users.

• Heavier users have higher data allowances and monthly bills: More than one-third (35%) of heavy users have a monthly data allowance of 5 GB or more, compared with 26% of medium users and 22% of light users. Heavy users have average monthly service bills of $104 vs. $93 among medium users and $76 among light users.

• Fewer customers indicate slow 4G data speeds: Only 11% of customers say data speeds on their 4G phone are slower than expected, down from 13% in 2016. However, the percentage of customers who say data speeds are faster than expected has remained stable from last year, at 9%.

Study Rankings

In the East region, Videotron (9 PP100) ranks highest in overall network quality, followed by TELUS Mobility (11 PP100), which receives the region average score.

In Ontario, TELUS Mobility (9 PP100) ranks highest in overall network quality, while Bell Mobility and Rogers Wireless each rank second and receive the region average score (12 PP100).

In the West region, TELUS Mobility (9 PP100) ranks highest in overall network quality, followed by SaskTel (10 PP100).

The 2017 Canadian Wireless Network Quality Study was conducted online in English and French. The study, which measures problems per 100 connections (PP100), includes seven wireless carriers in the East region; seven wireless carriers in Ontario; and nine wireless carriers in the West region. The study is based on 15,021 responses and was fielded in September-October 2016 and March 2017.

Media Relations Contacts
Gal Wilder, Cohn & Wolfe, Toronto, Canada; 647-259-3261, [email protected]
Jennifer McCarthy, Cohn & Wolfe, Toronto, Canada; 647-259-3305, [email protected]
Geno Effler, JD Power, Costa Mesa, Calif.; 714-621-6224, [email protected]

For information about the Canadian Wireless Network Quality Study, visit http://canada.jdpower.com/industry/telecom-ca

See the online press release at http://www.jdpower.com/pr-id/2017068

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

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¹Heavy users had at least 150 connections on their wireless device in the previous 48 hours (e.g., voice, messaging, data connections); medium users had between 75 and 149 connections; light users had fewer than 75 connections.