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Category: Japan

  • 2013 Japan Auto Insurance Shopping Satisfaction and Japan Auto Insurance Satisfaction Studies

    Providing Customers with Sufficient Explanations of Auto Insurance Premium Increases May Have a Positive Effect on Loyalty

    2013-07-17

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    TOKYO: 17 July 2013 — As auto insurance companies implement newly introduced rate schemes, providing customers with explanations of new premiums may play a key role in future customer loyalty, according to the JD Power Asia Pacific 2013 Japan Auto Insurance Shopping Satisfaction StudySM and the 2013 Japan Auto Insurance Satisfaction Study,SM both released today.

    In both studies, satisfaction with insurance companies is measured in two segments based on the main selling method: agency-type insurers and direct-type insurers. Agency-type insurers primarily sell policies and interact with customers through insurance agencies, such as specialized agencies or automobile dealerships. Direct insurers sell policies and interact with customers directly, principally via the Internet or phone. Satisfaction is calculated on a 1,000-point scale.

    An auto insurance rate scheme was introduced in April 2013 and approved by the government, and nonlife insurance companies are in the process of informing customers of future premium increases. The Japan Auto Insurance Satisfaction Study, which surveys current policyholders, finds that 42 percent of customers overall received an explanation at the time of their most recent renewal that their premiums will increase if they file an insurance claim for an accident. Additionally, 51 percent of customers of agency-type insurers received explanations, with more than one-half having received face-to-face explanations through their insurance agency. Only 26 percent of customers of direct-type insurers received an explanation, obtaining information by mail. Face-to-face explanations through an agency increase customer understanding of the new rate scheme.

    The study finds that renewal intention is high among customers who received an explanation of the auto insurance rate revision. Notably, 8 percent of customers of direct-type insurers who did not receive an explanation say they “definitely will” renew, compared with 15 percent of customers who received an explanation who say they “definitely will” renew.

    “As insurers fully implement the new insurance rate scheme, explanations provided to customers via agencies, websites, mail and other means are likely to contribute to customer retention,” said Chie Numanami, senior manager, JD Power Asia Pacific.

    In the past year, 21 percent of customers who switched auto insurers changed from an agency-type insurer to a direct-type insurer, an increase of 4 percentage points from 2012. Approximately 30 percent of these customers indicate that an increase in premium was their reason for switching. Furthermore, the study finds that agency-type insurer premiums have increased by approximately ¥3,000, and the percentage of customers who intend to review their insurance and consider switching has increased slightly year over year. Agency-type insurers are at risk of further customer defection to direct-type insurers.

    “Direct-type insurer premiums have increased by approximately ¥2,300 from 2012, which represents a substantial rate increase considering they are lower than agency-type insurer premiums to begin with,” said Numanami. “As a result, overall satisfaction with direct-type insurers has declined by 9 points, and satisfaction with the price factor has sharply declined by 13 points. However, although premium increases have resulted in a decline in satisfaction with direct-type insurers, the increases do not appear to have led to a decline in loyalty at the present time.”

    2013 Japan Auto Insurance Shopping Satisfaction Study 

    The study, in its second year, measures satisfaction among customers who recently purchased auto insurance for the first time or switched insurance companies. Overall satisfaction is measured in three factors: policy offering; price; and distribution channel, which measures satisfaction with the contact person or channel at the time of the policy purchase. 

    In the agency-type insurers segment, AIU ranks highest in customer satisfaction for a second consecutive year, performing particularly well across all three factors and achieving a particularly high score in distribution channel (agency or insurance company representative). Nipponkoa Insurance ranks second and Nisshin Fire and Marine Insurance ranks third, both performing well across all three factors.  

    In the direct-type insurers segment, Saison Automobile and Fire Insurance ranks highest in customer satisfaction, improving from 2012 and performing particularly well in the policy offering factor. SBI Insurance ranks second and performs particularly well in the price factor. E.design Insurance ranks third, performing well across all three factors.

    The study is based on responses from 7,607 auto insurance (voluntary insurance) customers who recently purchased auto insurance (including customers who switched from another insurance company). The online study was fielded in May 2013.

    2013 Japan Auto Insurance Satisfaction Study 

    The study, in its 10th year, measures overall satisfaction among current auto insurance (voluntary insurance) customers during the term of their auto insurance policy. Overall satisfaction is measured in five factors: policy offering; price; policy statement; interaction; and claims.

    In the agency-type insurers segment, AIU ranks highest in customer satisfaction and performs particularly well in the policy statement, interaction and claims factors. Tokio Marine & Nichido Fire Insurance ranks second and performs particularly well in the policy offering factor. Nipponkoa Insurance ranks third, rising substantially in the rankings and performing well in the price factor.

    In the direct-type insurers segment, Saison Automobile & Fire Insurance ranks highest in customer satisfaction and performs particularly well in the policy offering factor. Sony Assurance ranks second and performs particularly well in the policy statement and interaction factors. SBI Insurance ranks third and performs particularly well in the price factor.

    The online survey, based on responses from 9,176 auto insurance (voluntary insurance) customers, was fielded in May 2013.

    About JD Power Asia Pacific

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

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), 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, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

    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. www.jdpower.com/corporate

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  • 2013 Japan Initial Quality Study (IQS)

    Incidence of Fuel Consumption Problems Decreases as Fuel Efficiency Improves

    2013-08-29

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    TOKYO: 29 August 2013 — New-vehicle owners are citing fewer fuel consumption-related problems and an increase in fuel efficiency, according to the JD Power Asia Pacific 2013 Japan Initial Quality StudySM (IQS) released today.  

    The study, now in its third year, measures new-vehicle quality in the first two to nine months of ownership. The study captures problems experienced by owners in 227 problem areas that affect quality across nine categories: vehicle exterior; driving experience; features/ controls/ displays; audio/ entertainment/ navigation (AEN); seats; heating, ventilation and air conditioning (HVAC); vehicle interior; engine/ transmission; and other problems. All problems are summarized as the number of reported problems per 100 vehicles (PP100), with lower scores indicating higher quality performance. 

    The study finds that problems related to fuel consumption decline to 2.6 PP100 in 2013, down from 3.1 PP100 in 2012. Additionally, fuel efficiency has improved by 3 percent, on average, compared with the 2012 study. 

    “These results indicate that automakers are making improvements in engine and transmission performance, including fuel efficiency,” said Atsushi Kawahashi, senior director of the automotive division at JD Power Asia Pacific.  

    Overall initial quality averages 100 PP100 in 2013, a slight improvement from 101 PP100 in 2012. While the incidence of defect/ malfunction problems1 has increased by 2.4 PP100, the number of design-related problems2 has decreased by 4.7 PP100 from 2012. 

    Although the number of defect/ malfunction problems in seven factors of the nine factors has increased in 2013, owners are reporting fewer design-related problems in such areas as windows fogging, transmission, clock difficult to use and excessive fuel consumption. 

    While engine/ transmission-related problems have decreased to 17.4 PP100 they continue to be the most-frequently reported problem area for a second consecutive year. 

    The number of problems reported has decreased year over year in all attributes related to automatic transmission (AT)/ continuously variable transmission (CVT), specifically with respect to how the transmission shifts gears. 

    The study finds that 59 percent of owners report zero problems with their vehicle, while 19 percent report one problem; 9 percent report two problems; and 13 percent report three or more problems. The study also finds variability across brands for design problems compared with defect/ malfunction problems. 

    “For automobile manufacturers, it is important not only to focus on manufacturing quality, but also to have a better understanding of consumer-perceived quality during the product design stage, which would eventually satisfy customers in this market,” said Kawahashi. 

    Vehicle problems have a direct impact on customer loyalty. For example, vehicle owners who say they “definitely will” purchase their next vehicle from the same brand report an average of 70 PP100, while those who say they “probably will not” or “definitely will not” purchase their next vehicle from the same brand report an average of 154 PP100. 

    “Vehicle quality during the initial ownership period plays a great role in building long-term customer loyalty,” said Kawahashi. “The more frequently owners experience problems, the more likely they are to defect when they buy their next vehicle.”

    2013 Ranking Highlights

    Lexus ranks highest for a second consecutive year, averaging 74 PP100. Lexus is followed by Toyota (89 PP100) and Honda (91 PP100), remaining in the same ranking order from 2012. 

    Rankings in the four vehicle segments are: 

    • Mini-car segment: Honda N-ONE ranks highest, followed by the Daihatsu Mira Cocoa and Suzuki Lapin, respectively. 
    • Compact segment: Toyota Passo ranks highest, followed by Toyota AQUA, and Toyota Ractis and Toyota Vitz in a tie.  
    • Midsize segment: Toyota Prius ranks highest, followed by the Honda Fit Shuttle and Nissan X-TRAIL, respectively. 
    • Minivan segment: Toyota Voxy ranks highest, followed by the Mazda Premacy and Toyota Vellfire, respectively.  

    The 2013 Japan Initial Quality Study is based on responses from 11,210 purchasers of new vehicles in the first two to nine months of ownership. The study includes 16 automotive brands and 108 models and ranks models with a sample size of 100 or more usable returns. The study was fielded in May 2013. The Japan Initial Quality Study (IQS) is one of eight consumer-based benchmark studies conducted by JD Power Asia Pacific in Japan. 

    Other 2013 studies conducted by JD Power Asia Pacific include: 

    • The 2013 Japan Winter Tire Customer Satisfaction Index Study, which measures overall customer satisfaction with winter tires, was released in May. 
    • The 2013 Japan Sales Satisfaction Study (SSI), which measures satisfaction with the new-vehicle sales process, was released in August. 
    • The 2013 Japan Customer Satisfaction Index (CSI) Study, which measures overall customer satisfaction with service performed at automotive dealer facilities, will be released in late September. 
    • The 2013 Japan Automotive Performance, Execution and Layout (APEAL) Study, which measures what excites and delights owners about their new vehicle’s performance and design during the first two to nine months of ownership, will be released in late September. 
    • The 2013 Japan Original Equipment Tire Satisfaction Study, which measures customer satisfaction with original equipment tires, will be released in October. 
    • The 2013 Japan Navigation Systems Customer Satisfaction Index Study, which measures customer satisfaction with OEMs and aftermarket navigation system, will be released in October. 
    • The 2013 Japan Replacement Tire Satisfaction Study, which measures customer satisfaction with replacement tires, will be released in October. 

     

    About JD Power Asia Pacific

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

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), 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, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

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

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    1Refers to a complete breakdown or malfunction of any component, feature or item. 
    2Refers to components of features that may be functioning properly but are still perceived as problems by the owner because they are difficult to understand or use.

     

  • 2013 Japan Replacement Tire Customer Satisfaction Index Study

    Customers’ Experience with the Tires Previously on Their Vehicle Drives Brand Loyalty With Replacement Tires

    2013-10-31

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    TOKYO: 31 October 2013 — The experience customers had with their tires significantly impacts their brand loyalty, as more than one-half of vehicle owners who were satisfied with the tires they previously had on their vehicle replaced them with the same brand, according to the JD Power Asia Pacific 2013 Japan Replacement Tire Customer Satisfaction Index StudySM released today.

    Now in its fifth year, the study examines market trends and measures customer satisfaction with replacement tires (excluding winter tires) purchased new. Overall customer satisfaction with replacement tires is based on four factors: traction/ handling, ride, wearability and appearance. Overall satisfaction scores (based on a 1,000-point scale) are calculated based on owner evaluations of 10 attributes.

    The study finds that 52 percent of owners who are highly satisfied (providing ratings of 8 to 10 on a 10-point scale) with their previous tires are repeat buyers who continue to purchase replacement tires from the same brand as their previous tires. In comparison, only 38 percent of owners who are less satisfied (ratings of 5 to 7) with their previous tires replace them with the same brand. Additionally, 50 percent of owners who were highly satisfied with their previous original equipment tires–those fitted on their vehicle when it was new–replaced them with the same brand of tire, while 56 percent of highly satisfied who previously owned replacement tires also repurchased the same brand.

    Satisfaction among owners who purchased replacement tires of the same brand as the previous original equipment tires averages 606, compared with an average of 602 among those who previously owned replacement tires.

    “At a time when the vehicle ownership cycle is lengthening, the number of tire replacements over a vehicle’s lifetime is increasing,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “For this reason, the initial experience with the original equipment tires has a significant impact on brand loyalty at the time of subsequent tire replacements. Finding ways to create repeat buyers who continue to use the brand of tires originally fitted on their new vehicles is important for expanding the customer base.”

    The study finds that 42 percent of vehicle owners compare and consider multiple brands when purchasing replacement tires. Satisfaction is 10 points higher among owners who compared and considered other brands than among those who did not (585 vs. 575, respectively). The most frequently cited reason for selection among all owners who purchased their tires at a retail store is “store employee recommendation” (41%). Among owners who did not compare and consider multiple brands, 45 percent chose their tires based on the “store employee recommendation.” In contrast, among owners who did compare and consider multiple brands, only 34 percent cite “store employee recommendation” as the reason they selected their tires.

    “Product presentation and messaging at retail stores, including recommendations by store employees, play a key role in the customer purchasing process at the time of the final decision,” said Kimoto. “It is becoming increasingly important for tire makers to reinforce retailer and distributor training in product knowledge and selling points, so they are better able to assist their customers.”

    The study finds that owners of vehicles in the large segment have the highest rate of problems (23%) with their tires’ traction/ handling, ride or wearability, while mini/ compact car owners experience the fewest (17%). Overall satisfaction among owners who have not experienced any problems with their replacement tires averages 592, which is 48 points higher than among those who have experienced one or more problems.

    2013 Ranking Highlights

    The overall satisfaction rankings in the four vehicle segments are as follows:

    • Mini/ Compact car segment: The segment average is 558. Dunlop ranks highest with a score of 580 and performs particularly well in ride, wearability and appearance. Bridgestone ranks second with a score of 577.
    • Midsize segment: The segment average is 598. Michelin ranks highest with a score of 648 and performs particularly well in all four factors. Michelin is followed by Bridgestone with a score of 624.
    • Large segment: The segment average is 630. Bridgestone ranks highest with a score of 670. Michelin performs particularly well in traction/ handling, ride and wearability. Michelin ranks second with a score of 667.
    • Minivan segment: The segment average is 576. Bridgestone ranks highest with a score of 601 and performs particularly well in the traction/ handling factor. Dunlop ranks second with a score of 600. The 2013 Japan Replacement Tire Customer Satisfaction Index Study is based on responses from 7,442 vehicle owners within the first three to 14 months of ownership who purchased their replacement tires between June 2012 and May 2013. The study was fielded in August 2013.

    About JD Power Asia Pacific

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

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

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

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  • 2013 Japan Navigation Systems Customer Satisfaction Index Study

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

    2013-10-25

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

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

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

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

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

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

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

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

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

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

    About JD Power Asia Pacific

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

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.
    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com
    1 Navigation Function includes evaluations of destination search, route setting, route/road guidance and map data

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  • 2013 Japan Navigation Systems Customer Satisfaction Index Study (OEM)

    Factory- and Dealer-Installed Navigation Systems Need to Provide Customers with a Richer Telematics Experience

    2013-10-17

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    TOKYO: 17 October 2013 — As vehicle owners often use their own smartphones or tablets in their vehicles, providing a navigation system that is able to interface with external devices is key for automakers to differentiate themselves in a competitive market, according to the JD Power Asia Pacific 2013 Japan Navigation Systems Customer Satisfaction Index Study (OEM)SM released today.

    Now in its sixth year, the study analyzes overall customer satisfaction with factory- and dealer-installed navigation systems, including standard equipment and optional systems installed by automakers and dealers.[1] The study measures satisfaction with navigation systems as in-vehicle information systems, including music and video player functions and telematics services, in addition to search and guidance functions. Four factors are examined (listed in order of importance): navigation function[2] (39%); infotainment equipment (21%); operation/ user interface (20%); and screen (19%). Overall satisfaction scores are calculated based on customer evaluations of multiple attributes of these factors and are based on a 1,000-point scale.

    The 2013 study finds that 51 percent of vehicle owners own smartphones and 13 percent own tablets, with 12 percent of those owners using navigation functions (applications) on these devices to supplement their vehicle navigation systems. Navigation systems in vehicles are generally limited to providing maps and detailed routes to help drivers find their destination.

    “Automakers that are able to provide navigation systems that seamlessly link to a smartphone, tablet or laptop computer to better meet the driver’s needs are best positioned to differentiate themselves in the market,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “The key to increasing satisfaction is the ability to provide drivers with a smooth, stress-free operation when using their navigation system.”

    The percentage of customers who use telematics services has increased to 29 percent in 2013, up from 25 percent in 2012. One of the benefits of telematics modules is a safety feature that allows the driver to stay connected through their navigation system when a problem such as an accident occurs, making it possible to gather data about the vehicle condition and the owner’s driving behaviors. Through telematics modules, dealers also are better able to track when a vehicle requires maintenance or when there is a pending problem, such as a decrease in battery voltage.

    However, 71 percent of customers whose navigation system supports telematics do not currently use telematics services. The primary reasons customers do not use the telematics services are because they are unaware the service exists; they are unfamiliar with the service; or they don’t want to pay the charges associated with the service.

    “Dealers need to do a better job of introducing the service to customers and explaining the benefits of telematics at the time of purchase,” said Kimoto.

    Additionally, customers who do not use telematics services indicate a strong preference for telematics features that contribute to security and safety, such as a vehicle theft-prevention monitor; GPS tracking; and weather and road condition alerts.

    “In-vehicle systems are likely to evolve from the current systems, which are centered on navigation, to include music, videos and other infotainment features built into sophisticated systems that link to advanced driver assistance systems (ADAS),” said Kimoto. “Navigation systems are expected to become integrated systems that not only provide driver support using current car-mounted cameras and radar, but also detect the driver’s condition and provide alerts and warnings to the driver.”

    In terms of problems, overall satisfaction is 40 points higher among customers who do not experience any problems with their navigation system related to searching for their destination or setting their travel route than among those who experience a single problem. Moreover, satisfaction substantially declines when customers experience problems with their navigation system’s control method, such as sensitivity of touch screen/ hard button; difficult to use in operation; and a data entry method that is not user-friendly.

    Lexus ranks highest in the luxury brand segment for a second consecutive year, with an overall score of 652, performing particularly well in all four factors. The luxury brand segment average score is 557.

    Subaru ranks highest in the mass market brand segment with a score of 537. Subaru performs particularly well in the screen and infotainment equipment factors. Toyota ranks second (529), performing particularly well in the navigation function and operation/user interface factors, and Nissan ranks third (526). The mass market brand segment average score is 522.

    The 2013 Japan Navigation Systems Customer Satisfaction Index Study is based on responses from 6,017 vehicle owners who purchased a new vehicle equipped with an OEM navigation system between April 2011 and March 2013. The Internet study was fielded in July 2013.

    The Japan Navigation Systems Customer Satisfaction Index Study is one of eight consumer-based benchmark studies conducted by JD Power Asia Pacific in Japan. Other 2013 studies conducted by JD Power Asia Pacific include:

    • The 2013 Japan Winter Tire Customer Satisfaction Index Study, which measures overall customer satisfaction with winter tires, was released in May.
    • The 2013 Japan Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to nine months of ownership, was released in late August.
    • The 2013 Japan Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process, was released in late August.
    • The 2013 Japan Customer Satisfaction Index (CSI) Study, which measures overall customer satisfaction with service performed at automotive dealer facilities, was released in late September.
    • The 2013 Japan Automotive Performance, Execution and Layout (APEAL) Study, which measures what excites and delights owners about their new vehicle’s performance and design during the first two to nine months of ownership, was released in late September.
    • The 2013 Japan Original Equipment Tire Satisfaction Study, which measures customer satisfaction with original equipment tires, was released in October.
    • The 2013 Japan Replacement Tire Satisfaction Study, which measures customer satisfaction with replacement tires, will be released in late October.

    About JD Power Asia Pacific

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

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

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

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    [1] Optional systems installed by dealers: systems that do not display the names or logos of aftermarket navigation system makers

    [2] Navigation function includes evaluations of destination search, route setting, route/ road guidance and map data


     

  • 2013 Japan Original Equipment Tire Customer Satisfaction Index (OE-TSI) Study

    Vehicle Owners Expect Perfection with Their Original Equipment Tires

    2013-10-10

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    TOKYO: 10 October 2013 — Vehicle owners in Japan expect the tires that come with their new vehicle to be perfect, as even a single problem with their factory-equipped tires has a significant negative impact on their satisfaction, according to the JD Power Asia Pacific 2013 Japan Original Equipment Tire Customer Satisfaction Index (OE-TSI) StudySM released today.

    The study, now in its 12th year, measures satisfaction among original equipment tire owners based on four factors: traction/handling; ride; wearability; and appearance. Overall satisfaction with original equipment tires is 561 (on a 1,000-point scale). Satisfaction is highest in the midsize vehicle segment, with an average score of 590, followed by the minivan segment at 557 and the mini-car segment at 529.

    The study examines the number of problems owners have experienced with their OE tires out of 24 possible problem areas. Overall satisfaction is 54 points higher among customers who do not experience any problems than among those who do experience a tire problem (571 vs. 517, respectively). The satisfaction gap is largest in the minivan segment at 65 points.

    The two most frequently experienced problems are pebbles caught in the tire tread and road and vibration noise, which affect vehicle ride and quietness, and have a strong impact on satisfaction.

    “Vehicles are becoming increasingly quiet, especially hybrid and electric vehicles, which makes owners even more sensitive to abnormal noise caused by stones stuck in the tire treads,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “Owners are acutely attuned to noise and vibrations caused by their tires, a problem more prevalent than traction and handling issues.”

    As sales of hybrid, electric and other fuel-efficient vehicles are increasing, the number of original equipment tire brands that offer products marketed as fuel-efficient tires is increasing as well. The study finds, however, that only 14 percent of owners perceive that tires which are equipped with their vehicle contribute to fuel efficiency. Among owners who rate their tires highly for fuel economy (10 on a 10-point scale), 88 percent indicate an intention to repurchase the same brand of tires when they need to be replaced.

    “Customer awareness of fuel-efficiency tires is low,” said Kimoto. “However, in the replacement tire market, fuel efficiency is an evaluation item in Japan’s tire labeling system, and consumers pay attention to fuel-efficiency ratings when selecting tires.”

    Kimoto notes that for tire manufacturers to improve customer loyalty, it’s important for them to not only provide fuel-efficient tires, but also to make customers aware of the products and their benefits through their marketing and sales efforts.

    Overall, 34 percent of owners use winter tires (studless snow tires), with usage increasing to 96 percent among those who live in heavy snowfall areas in Japan. In fact, 51 percent of owners who are highly satisfied with their OE tires (ratings of 8 to 10) have already purchased the same brand of winter tires for their vehicle.

    “Since customer brand retention for winter tires is affected by satisfaction with OE tires, it’s crucial that tire makers provide an original tire that satisfies their customers in order to build customer loyalty for both winter and replacement tires,” said Kimoto.

    2013 Ranking Highlights

    The overall satisfaction rankings in the three vehicle segments that are award-eligible are as follows:

    • Mini-car segment: Bridgestone ranks highest for a fourth consecutive year (548), performing particularly well in all four factors. Dunlop ranks second (542).
    • Midsize segment: Bridgestone ranks highest (613), and performs particularly well in all four factors. Michelin ranks second (597).
    • Minivan segment: Dunlop ranks highest (574), performing well in the traction/handling, wearability and appearance factors. Bridgestone ranks second (568).

    The 2013 Japan Original Equipment Tire Customer Satisfaction Index (OE-TSI) Study is based on responses from 5,756 new-vehicle owners during the first five to 16 months of ownership. The Internet-based study was fielded in July 2013.

    The Japan Original Equipment Tire Customer Satisfaction Index (OE-TSI) Study is one of eight consumer-based benchmark studies conducted by JD Power Asia Pacific in Japan. Other 2013 studies conducted by JD Power Asia Pacific include:

    • The 2013 Japan Winter Tire Customer Satisfaction Index Study, which measures overall customer satisfaction with winter tires, was released in May.
    • The 2013 Japan Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to nine months of ownership, was released in late August.
    • The 2013 Japan Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process, was released in late August.
    • The 2013 Japan Customer Satisfaction Index (CSI) Study, which measures overall customer satisfaction with service performed at automotive dealer facilities, was released in late September.
    • The 2013 Japan Automotive Performance, Execution and Layout (APEAL) Study, which measures what excites and delights owners about their new vehicle’s performance and design during the first two to nine months of ownership, was released in late September.
    • The 2013 Japan Navigation Systems Customer Satisfaction Index Studies, one which measures customer satisfaction with factory-installed (OEM) navigation systems and the other with aftermarket navigation systems, will be released in October.
    • The 2013 Japan Replacement Tire Satisfaction Study, which measures customer satisfaction with replacement tires, will be released in October.

    About JD Power Asia Pacific

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

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

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

     

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  • 2013 Japan Mobile Phone Service Satisfaction Study

    Differences in Satisfaction among the Three Mobile Phone Service Providers Narrow

    2013-11-19

    jdp-root

    TOKYO: 30 October 2013 — The gap in satisfaction scores between the highest- and lowest-performing mobile phone providers in Japan narrows considerably in 2013, according to the JD Power Asia Pacific 2013 Japan Mobile Phone Service Satisfaction StudySM released today.

    The study, now in its 15th year, examines customer satisfaction with their mobile phone service provider across six factors (listed in order of importance): services offered1 (31%); network quality (21%); cost (20%); handset (14%); after-sales service (8%); and dealer/ retailer experience (5%). Overall satisfaction is based on a 1,000-point scale.

    Key Findings

    • Among providers ranked in the study, au ranks highest in overall satisfaction for a second consecutive year.

    • Although the satisfaction gap between the highest- and lowest-ranked providers remains wider in network quality than in the other factors, the gap has decreased sharply from 2012.

    • Users of VoIP application voice communication services experience problems at rates approximately three to six times higher than those who use provider services.

    • The gap in overall satisfaction between the highest- and lowest-ranked providers has narrowed to seven index points in 2013 from 33 points in 2012. At the factor level, the gap between the highest- and lowest-performing providers remains widest in network quality again this year (58-point gap in 2013 vs. 119-point gap in 2012).

    VoIP users experience high rate of problems

    The proportion of smartphone users in Japan has increased to 43 percent from 30 percent in 2012. The usage rates for mail—messages, charts, stamps, etc.—and voice communication services among customers using LINE, Skype and other VoIP applications are 67 percent and 51 percent, respectively.

    The study finds that users of VoIP application voice communication services experience such problems as voice break-up or interruption at rates three to six times higher than those who use provider services. Although many VoIP voice communication services are free, only 25 percent of users indicate having a strong intention to use VoIP application voice communication services, while 64 percent of users indicate having a strong intention to use mobile phone provider voice communication services.

    With a score of 558 points, au ranks highest in overall satisfaction for a second consecutive year and performs particularly well in the services offered and cost factors, on par with 2012. NTT DOCOMO (556 points) ranks second and performs particularly well in network quality and after-sales service, the same as in 2012. Third-ranked SoftBank (551 points) performs particularly well in handset, as in 2012, and in dealer/ retailer experience. (Refer to the JDPower.com Power Circle RatingsTM for the factor scores of each mobile phone service provider: http://japan.jdpower.com/ratings/.)

    The 2013 Japan Mobile Phone Service Satisfaction Study is based on a total of 31,200 responses from individual users of mobile phones in 10 regions of Japan (Hokkaido, Tohoku, Hokuriku, Kanto, Tokai, Kansai, Chugoku, Shikoku, Kyushu and Okinawa). This survey was conducted by Internet in July 2013.

    About JD Power Asia Pacific

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

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    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. www.jdpower.com/corporate

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