Category: Japan

Improved Customer Satisfaction with Direct-Type Insurers Has Not Led to Increased Loyalty

2015-08-05

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TOKYO: 16 July 2015 — Although customer satisfaction with direct-type insurers has increased due to lower premiums and insurer website improvements, this increase has not led to higher rates of customer loyalty, according to the JD Power Asia Pacific 2015 Japan Auto Insurance Shopping Satisfaction Study^SM and the JD Power Asia Pacific 2015 Japan Auto Insurance Satisfaction Study,^SM both released today.

The Japan Auto Insurance Shopping Satisfaction Study, in its fourth year, measures shopping and purchase behavior, and purchase experience satisfaction among customers who recently purchased insurance across three factors (in order of importance): policy offerings, price and distribution channel.

The Japan Auto Insurance Satisfaction Study, now in its 12th year, measures overall satisfaction with auto insurance companies (voluntary insurance) among current customers during the term of their policy. Overall satisfaction is measured in five factors: policy offerings, price, interaction, claims and policy statement.

Both studies segment insurance companies based on their primary 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.

2015 Japan Auto Insurance Shopping Satisfaction Study Findings

• Overall satisfaction with direct-type insurers averages 636 points in 2015, an increase of 12 points from 2014. Despite this improvement in score, only 7 percent of customers say they “definitely would” renew their policy, a level unchanged from last year. Overall satisfaction with agency-type insurers remains the same at 564, from 2014.
• The average premium paid by new customers who purchased auto insurance for the first time from a direct-type insurer has decreased by more than 5,000 from 2014. Just six percent of customers who selected their auto insurer based on low premiums indicate an intention to renew, suggesting that low premiums contribute little to customer loyalty.
• Improvements to the policy purchase/renewal pages of insurer websites have also contributed to the increase in customer satisfaction with direct-type insurers. The percentage of new customers who indicate that a useful proposal about policy details was provided on their insurer’s website has increased to 40 percent in 2015, up 4 percentage points from 2014.

“It is likely that the information many insurers provide on their websites helps customers understand compensation details or policy rider selection,” said Chie Numanami, senior manager at JD Power Asia Pacific. “However, while the study finds the website content contributes to an increase in customer satisfaction, it does not increase customer loyalty. Providing useful information on insurer websites islikely to become an increasingly important requirement for improving customer satisfaction and, by extension, customer loyalty.”

2015 Japan Auto Insurance Satisfaction Study Findings

• Overall satisfaction with direct-type insurers averages 627 points, up 12 points from 2014. Overall satisfaction with agency-type insurers averages 605 points, up slightly from 602 in 2014.
• By distribution channel, satisfaction is highest among customers who purchase insurance from a specialized insurance agency (629 points), increasing by 4 points year over year, followed by employer’s insurance agency (606), a 13-point increase; auto repair shop (592), a 1-point decrease; and automobile dealership (581), a 2-point decrease.
• Regarding policyholder service by distribution channel, customer proposal activities have progressed in some channels. Year over year, there has been an increase in the percentage of customers who indicate having received a useful proposal about policy details or advice about reviewing their insurance: 56 percent (up 6 percentage points) in the specialized agency channel and 44 percent (up 5 percentage points) in the corporate-affiliated insurance agency channel.
• Average satisfaction among customers who receive a proposal or advice is 640 points, which is 47 points higher than among those who are not provided such information. This is one reason for the increase in satisfaction among customers who purchased insurance through a specialized or corporate-affiliated agency. The percentages of proposals for the repair shop (42%) and automobile dealership (37%) channels are unchanged from 2014, indicating there is room for improvement in customer proposal activities in these channels.

Prior to revisions to the Insurance Business Act scheduled to go into effect in 2016, the rules and regulations applicable to insurance agencies at the time of insurance solicitation have been revised. Specifically, (1) basic rules pertaining to the obligation to provide information and the obligation to ascertain the customer’s intention have been created, and (2) the obligation for insurance solicitors to establish/reinforce relevant systems has been introduced. For this reason, insurance companies are currently clarifying and strengthening the role of insurance agencies, and it is important for insurance companies to reinforce their efforts to increase customer satisfaction in each distribution channel.

2015 Japan Auto Insurance Shopping Satisfaction Study Rankings

AIU Insurance Company (601) ranks highest in customer satisfaction with the auto insurance purchase experience in the agency-type insurer segment for a fourth consecutive year, performing particularly well in the policy offering and price factors. Fuji Fire and Marine Insurance (587) ranks second, performing particularly well in the distribution factor. Mitsui Sumitomo Insurance (568) ranks third, performing well across all three factors.

In the direct-type insurer segment, Saison Automobile and Fire Insurance (659) ranks highest in customer satisfaction for a third consecutive year, performing particularly well in the policy offering factor. SBI Insurance (648) ranks second and performs particularly well in the price factor. E.design Insurance (647) ranks third, performing well across all three factors.

2015 Japan Auto Insurance Satisfaction Study Rankings

AIU Insurance Company (635) ranks highest in customer satisfaction with auto insurance companies in the agency-type insurer segment for a third consecutive year, performing particularly well across all five factors. Mitsui Sumitomo Insurance (610) ranks second, performing well in the policy offering, price, interaction and claims factors. Fuji Fire and Marine Insurance (609) ranks third, performing well in the price, policy statement, interaction and claims factors.

In the direct-type insurer segment, Saison Automobile and Fire Insurance (636) ranks highest in customer satisfaction for a third consecutive year, performing particularly well in the policy offering factor. Sony Assurance (632) ranks second, performing particularly well in the interaction and claims factors. SBI Insurance (630) ranks third, performing particularly well in the price factor.

The 2015 Japan Auto Insurance Shopping Satisfaction Study is based on responses from 8,265 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 2015. The 2015 Japan Auto Insurance Satisfaction Study, based on online responses from 8,870 auto insurance (voluntary insurance) customers, was fielded in May 2015.

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 Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at japan.jdpower.com.

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts

Shizue Hidaka; JD Power Asia Pacific; Metro City Kamiyacho 8F; 5-1-5 Toranomon; Minato-ku, Tokyo; Japan 105-0001; Phone +81-3-4550-8060; [email protected]

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

 

Quick Contact with Auto Insurance Providers During Claims Process Increases Customer Satisfaction and Recommendation Intention

2015-08-05

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TOKYO: 23 July 2015 — Both satisfaction and intention to recommend an insurance company are higher when customers are able to quickly contact their insurer, according to the JD Power Asia Pacific 2015 Japan Auto Insurance Claims Satisfaction Study^SM released today.

The study examines satisfaction with the claims response of auto insurance (voluntary insurance) companies among customers who have submitted an accident claim to their insurer within the past two years. Customer satisfaction is determined by measuring six factors (in order of importance): settlement (44%); first notice of loss (20%); service interaction, which measures interaction with the service representative from the first notice of loss to settlement (18%); appraisal (14%); repair process (2%); and rental car experience (2%). Satisfaction is calculated on a 1,000-point scale.

Providing customers with timely progress reports—one of a series of processes in the overall service interaction experience—is an important aspect of an insurance company’s role in the claims response. Study findings show that problems experienced by customers during these interactions have a considerably negative impact on overall satisfaction.

• The most frequently cited problem in dealing with a service representative is a delay in receiving progress reports or the need to press the representative to send a report. More than one in 10 (13%) customers indicate having experienced this problem, ranging from a high of 20 percent at one insurance company to a low of 2 percent at another company.
• Satisfaction among customers who indicate having experienced this problem is extremely low, compared with the industry average (442 vs. 666, respectively).

“The wide differences in providing timely progress reports is likely affecting the quality of the claims response itself,” said Chie Numanami, senior manager at JD Power Asia Pacific . “It is important that insurers recognize the need to mitigate any anxiety that customers have when dealing with a claim and build communication plans that provide timely and useful reports throughout the entire claims process.”

The study finds that the ease of contacting an insurance company notably impacts both customer satisfaction and customer intention to recommend their insurer.

• Satisfaction is substantially higher among customers who say they are “always able to quickly contact the insurance company” than among those who say they are “frequently unable to quickly contact the insurance company” (781 vs. 437, respectively).
• Stated intention to recommend their insurer is also considerably higher among customers who are able to quickly contact their insurer than among those who are frequently unable to contact their insurer quickly (71% vs. 21%, respectively).
• The percentage of customers who say they are “always able to quickly contact the insurance company” ranges from a high of 46 percent to a low of 21 percent.

According to Numanami, “Such a wide variance suggests a disparity in the effectiveness of communication systems among the individual insurance companies, which presents an area of opportunity for insurers to improve the overall claimant experience.”

Japan Auto Insurance Claims Satisfaction Rankings

Sony Assurance ranks highest in overall satisfaction with the claims response, with a score of 699 points, and performs particularly well in two factors: first notice of loss and appraisal. Nissin Fire and Marine Insurance (690) ranks second, performing particularly well in the settlement factor. AIU Insurance Company and Mitsui Sumitomo Insurance tie for the third-rank position (686 each). AIU Insurance Company performs particularly well in the service interaction factor, and Mitsui Sumitomo Insurance performs well in the first notice of loss, service interaction, appraisal, and settlement factors.

The 2015 Japan Auto Insurance Claims Satisfaction Study is based on responses of 7,019 auto insurance customers who submitted an accident claim to their insurance company within the past two years (including those who switched insurance companies after their accident and now have a policy with another insurer). The online study was fielded in May 2015.

The 2015 Japan Auto Insurance Claims Satisfaction Study follows the release on July 16 of two related studies that examine satisfaction among auto insurance customers in Japan:

• The 2015 Japan Auto Insurance Shopping Satisfaction Study measures satisfaction among customers who recently purchased auto insurance, including new policyholders, customers who purchased their most recent auto insurance (voluntary insurance) for the first time and those who switched from another insurance company.
• The 2015 Japan Auto Insurance Satisfaction Study measures overall satisfaction with insurance companies among customers during their auto insurance policy term, including policy offerings and insurance company and agency response at the time of various procedures and inquiries.

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 Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at japan.jdpower.com.

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts

Shizue Hidaka; JD Power Asia Pacific; Metro City Kamiyacho 8F; 5-1-5 Toranomon; Minato-ku, Tokyo; Japan 105-0001; Phone +81-3-4550-8060; [email protected]

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

 

Satisfaction with Luxury Brands Drops Notably; Sales Satisfaction Has Improved in Japan

2015-08-17

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Tokyo: 19 August 2015 ― While overall customer satisfaction with the sales process improves in Japan, satisfaction with luxury brands drops notably, according to the JD Power Asia Pacific 2015 Japan Sales Satisfaction Index (SSI) Study^SM released today.

The study, now in its 14th year, measures customer satisfaction with the sales process at automotive dealerships based on four factors that contribute to overall satisfaction (in order of importance): salesperson (34%); working out the deal (26%); facility (21%); and delivery (20%). Sales service performance is calculated on a 1,000-point scale.

Overall sales satisfaction has improved by 13 points to 665 points in 2015. However, overall satisfaction with luxury brands averages 708 in 2015, down 10 points from 2014. Satisfaction with mass market brands has improved by 14 points to 663.

“In a market where new-vehicle sales have decreased this past year, overall satisfaction with the sales process has improved due to a rise in satisfaction among mass market brand owners, while new and existing luxury brand customers have become more demanding,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “Vehicle manufacturers need to consider the total customer experience rather than relying on solely launching new models. Listening to the Voice of Customer and meeting their needs can go a long way toward improving customer satisfaction, recommendations and brand loyalty.”

KEY FINDINGS

• In the mass market segment, year-over-year satisfaction improves in all factors, most notably in facility, in which satisfaction improves by 18 points.
• Satisfaction in the luxury segment decreases across all factors, particularly in working out the deal and delivery, down 17 points and 14 points, respectively.
• Among luxury brands, customer satisfaction when interacting with the salesperson—from negotiation to vehicle delivery—has decreased in 2015, particularly in terms of thoroughness of explanation. Specifically, the decrease in satisfaction is driven by a lower incidence of explanations for vehicle purchase price/option during closing (down 7%), warranty coverage/period (down 4%) and check-up schedule/content (down 5%) during delivery.
• The 2015 study also examines reasons for customers avoiding different models in the same segment from which they purchased. More than half (51%) of the avoidance reasons cited are product related. In particular these include, “I don’t like the vehicle image” (19%), “poor styling or color” (15%) and “vehicle size did not fit me” (11%).
• The study finds a correlation between overall satisfaction and the likelihood of customers to recommend their dealer to family and friends. Among satisfied customers (satisfaction scores of 800 points or higher), 85 percent say they “probably will” or “definitely will” recommend their dealer to others. However, advocacy drops to 38 percent among customers with lower levels of satisfaction (scores below 500).

2015 Ranking Highlights

In the luxury segment, Lexus ranks highest with a score of 757 which is 49 points higher than the luxury brand average. Lexus performs particularly well in all four factors, achieving the highest scores among luxury brands in each factor.

In the mass market segment, Volkswagen ranks highest with a score of 695. Volkswagen performs particularly well in three of the four factors, with the exception being working out the deal. Volkswagen is followed by MINI (684), Nissan (679), Mazda (675) and Mitsubishi (667).

The 2015 Japan Sales Satisfaction Index (SSI) Study measures customer satisfaction with the dealer where they purchased their new passenger vehicle. The study is based on responses from 7,072 domestic and import vehicle owners after an average of two to 12 months of ownership. The online survey was fielded from late May to early June 2015.

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 Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at japan.jdpower.com.

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts
Shizue Hidaka; JD Power Asia Pacific;Metro City Kamiyacho 8F; 5-1-5 Toranomon; Minato-ku, Tokyo; Japan 105-0001; Phone +81-3-4550-8060; [email protected]

John Tews; Director, Media Relations; JD Power; 320 E. Big Beaver; 5^th Floor, Suite 500, Troy, MI, 48083 USA; 001 248-680-6218; [email protected]

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

 

Variances in Satisfaction among Winter Tire Brands in Japan Shrinks

2015-05-13

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Tokyo: 14 May 2015 ― While overall satisfaction remains stable, the gap in satisfaction scores between the highest- and lowest-performing winter tries shrinks considerably, according to the JD Power Asia Pacific 2015 Japan Winter Tire Customer Satisfaction Index Study^SM released today.

The study, now in its 12th year, measures customer satisfaction with winter tires by examining six factors (in order of importance): traction/ handling on icy roads (22%); appearance (18%); ride/ quietness (17%); wearability (16%); traction/ handling on snow-covered roads (14%); and traction/ handling on dry/ wet roads (13%). Overall satisfaction scores (based on a 1,000-point scale) are calculated based on customer evaluations of 17 attributes.

Overall customer satisfaction with winter tires averages 550 index points in 2015, down from 551 in 2014. While overall satisfaction drops just 1 point, the gap between the highest- and lowest-ranked brands declines to 159 points in 2015 from 174 points in 2014.

“With the variance in satisfaction among winter tire brands shrinking, competition is becoming increasingly intense,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “It’s essential, therefore, that tire brands find ways to differentiate themselves from their competitors.”

KEY FINDINGS

• Satisfaction with the performance of winter tires decreases as the number of winter seasons used increases. On average, overall customer satisfaction declines by 20 points between the first season (563) and second season (543) and by an additional 7 points in the third season (536).
• ŸThe most significant declines in satisfaction between the first and second winter season are in the traction and handling factors: a decline of 23 points in traction/ handling on snow-covered roads; a decline of 21 points in traction/ handling on icy roads; and a decline of 20 points in traction/ handling on dry/ wet roads.
• ŸThe salesperson plays an important role when customers purchase winter tires. Customers cite “salesperson’s recommendation” most frequently as the reason they chose their tires (44%), followed by “low price/ special discount” (34%) and “recommended by salesperson at tire shop” (30%).
• The study finds a correlation between overall customer satisfaction and brand loyalty. Among highly satisfied customers (overall satisfaction scores of 800 and above), 94 percent say they “definitely would” or “probably would” purchase the same brand the next time they are shopping for winter tires, and 88 percent say they “definitely would” or “probably would” recommend their brand to others. In contrast, among customers with low satisfaction (scores below 400), those percentages drop to 58 percent and 41 percent, respectively.

2015 Ranking Highlights

Michelin ranks highest among the 10 brands included in the study for a 12th consecutive year, with a score of 614 points. Michelin performs particularly well across all factors. Bridgestone ranks second with a score of 575 points.

The 2015 Japan Winter Tire Customer Satisfaction Index Study is based on responses from 7,856 vehicle owners who purchased new winter tires for their personal passenger vehicle (including mini-cars) between May 2012 and February 2015 and continue to use those tires. The online survey was fielded in late February and early March 2015.

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.

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts

Shizue Hidaka; JD Power Asia Pacific; Toranomon 45 MT Bldg. 8F; 5-1-5 Toranomon; Minato-ku, Tokyo; Japan 105-0001; Phone +81-3-4550-8060; [email protected]

John Tews; Director, Media Relations; JD Power; 320 E. Big Beaver; 5^th Floor, Suite 500, Troy, MI, 48083 USA; 001 248-680-6218; [email protected]

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

 

Reducing Wait Times for Light-Duty Truck Delivery and After-Sales Service Is Key to Improving Customer Satisfaction with Dealerships in Japan

2015-03-02

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TOKYO: 6 March 2015 — As sales of light-duty trucks have increased, so has the wait time for the delivery of a vehicle and the percentage of customers who wait for after-sales service, negatively impacting customer satisfaction with dealerships, according to the JD Power Asia Pacific 2014 Japan Light-Duty Truck Ownership Satisfaction Study^SM released today.

The study, now in its ninth year, measures overall satisfaction with light-duty truck manufacturers and their authorized dealers among commercial fleet owners, including managers of truck freight companies. Satisfaction is determined by examining four key factors (in order of importance): service (52%), sales (23%), vehicle (13%) and cost (12%). Overall satisfaction scores are calculated based on customer evaluations of 62 attributes. Satisfaction is calculated on a 1,000-point scale. Overall satisfaction averages 629 points in 2014, a slight 1-point increase from 2013.

The incidence of customers indicating that it took three months or longer for their truck to be delivered has increased by 10 percentage points from 2013 (17% vs. 7%, respectively). When delivery takes three months or longer, overall customer satisfaction (622) and sales satisfaction (620) fall below industry average by 7 points and 9 points, respectively.

The percentage of customers who indicate they had to wait before receiving after-sales service has increased to 28 percent, a 3 percentage point increase from 2013. Among customers having to wait for after-sales service, overall satisfaction (605) and service satisfaction (614) decline by 38 points and 42 points, respectively, compared with when customers do not have to wait.

“There is a negative impact on satisfaction when customers have to wait for several months or longer for the delivery of their light-duty truck, and then wait for after-sales service,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “Dealerships face a significant challenge to meet the growing demand for light-duty trucks and they need to focus on improving the truck delivery time and reducing wait time at the dealership for after-sales service. Meeting customer expectations may help improve satisfaction with sales and service at the dealership and increase overall loyalty toward the dealership.”

KEY FINDINGS

• Among highly satisfied customers (overall satisfaction scores of 800 or higher), 54 percent say they “definitely would” repurchase from the same manufacturer and 62 percent say they “definitely would” use the same dealership for after-sales service compared with 23 percent and 24 percent, respectively, of those with lower satisfaction (700 to 799) who say the same. This finding suggests a correlation between overall customer satisfaction and loyalty.”  
• Among the four factors examined in the study, satisfaction has improved year over year in vehicle (639) by 4 points and in cost (572) by 1 point, while satisfaction in service (640) and sales (629) has decreased by 2 points and 1 point, respectively.
• The percentage of customers who received a recall notification during the past year has increased by 7 percentage points to 35 percent year over year. The gap in overall satisfaction between customers who have received a recall notification (628) and those who have not (632) is only 4 points.

Overall Satisfaction Rankings

Among the five brands included in the study, Hino ranks highest with an overall score of 640. Hino performs particularly well in the service, sales, and vehicle factors. Following Hino in the rankings is Toyota with score of 635.  

The 2014 Japan Light-Duty Truck Ownership Satisfaction Study is based on 3,135 responses from 2,056 light-duty truck owners. Each fleet owner evaluated up to two manufacturers. The study was fielded in October and November 2014.

About JD Power Asia Pacific: www.jdpower.com

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

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts

Shizue Hidaka; Minato-ku, Tokyo, Japan +81-3-4550-8090; [email protected]

John Tews; Troy, Michigan USA; 001 248 680 6218; [email protected]

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

 

Hotel Staff and Services Improve Guest Satisfaction

2014-12-29

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TOKYO: 26 November 2014 — Enhancement of guest services and staff attentiveness increase guest satisfaction and their intent to stay at that hotel again, according to the JD Power Asia Pacific 2014 Japan Hotel Guest Satisfaction Index Study^SM released today.

The study, now in its ninth year, measures hotel guest satisfaction across seven factors: reservations; check-in/ check-out; guest rooms; food and beverage[1]; hotel services; hotel facilities; and cost and fees. Hotels are evaluated in four segments, which are based on the room rate per night and guest room size.

The study finds that overall guest satisfaction is 40 points higher (on a 1,000-point scale) among guests who used a hotel service such as the fitness or bath facilities, laundry service, in-room service or Internet access than among guests who did not use a hotel service. Overall satisfaction is 70 points higher among guests who used multiple services.

In addition, overall satisfaction among guests who have interaction with the hotel staff during their stay, such as a greeting from the housekeeping staff or a restaurant server is more than 50 points higher for high-price hotels (727 vs. 654) and more than 30 points higher for low-price hotels (642 vs. 592) than among guests who have no interaction with the hotel staff during their stay. 

Furthermore, satisfaction increased by an additional 50 points when guests indicated that the hotel staff “always smiled.”

“Many hotel chains have made long-term investments to improve their properties, and are benefitting from increased satisfaction when their guests utilize their services,” said Chie Numanami, senior manager at JD Power Asia Pacific. “However, as part of the investment is in automated methods of check-in and check-out that tend to reduce the number of human touch points, it is important that they use the additional staff time gained to offer a warmer, more personalized experience for their guests as the people aspect plays a vital role in guest satisfaction and loyalty.”

The study finds that satisfaction leads to an increase of approximately 50 percent in revisit intention. Among guests who have interaction with hotel staff, 32 percent indicate they intend to stay at that hotel again. Intended loyalty drops to 22 percent among guests who do not have interaction with hotel staff.

KEY FINDINGS

• ŸOf the 2,089 hotels of the 142 chains examined in the study, 44 were new hotels that opened between July 2013 and June 2014.  Although the 44 new hotels have higher satisfaction scores than existing hotels (689 vs. 659), this is only because high ratings for guest rooms and hotel facilities boost overall satisfaction.
• Among guests at the new hotels, 38 percent the hotel staff provided warm, attentive service, while 40 percent of guests at existing hotels indicated the same.
• ŸTwenty percent of hotel guests indicate they have experience a check-in and 23 percent have a problem with their room reservation.

Hotel Highlights

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

¥35,000 or More per Night Segment

The Ritz-Carlton ranks highest for the ninth consecutive year, with an overall score of 776. The Ritz-Carlton performs particularly well in the reservations, guest rooms, food and beverage, hotel facilities and hotel services factors. Imperial Hotel ranks (767) and performs particularly well in the check-in/check-out and cost and fees factors, while Westin (714) ranks third.

¥15,000 to Less than ¥35,000 per Night Segment

Fujiya Hotel Chain ranks highest with a score of 718. Fujiya Hotel Chain performs particularly well in the food and beverage, check-in/check-out and hotel services factors. Renaissance (717) ranks second, performing particularly well in the guest rooms and reservations factors. Royal Park (710) ranks third and performs particularly well in the hotel facilities factor.

¥9,000 to Less than ¥15,000 per Night Segment

JR Kyushu Hotel ranks highest with a score of 672. JR Kyushu Hotel performs particularly well in the hotel facilities factor. Richmond Hotel (669) ranks second and performs particularly well in the guest rooms, check-in/check-out and reservations factors. Candeo Hotels (666) ranks third and performs particularly well in the cost and fees and food and beverage factors.

Less than ¥9,000 per Night Segment

Super Hotel ranks highest with a score of 654, performing particularly well in the guest rooms, check-in/check-out and reservations factors. Chisun Inn (637) ranks second and Comfort (634) third.

The 2014 Japan Hotel Guest Satisfaction Index Study is based on responses from 20,840 guests 18 years and older who stayed in a hotel in Japan during the previous 12 months. The online study, which examines 142 hotel groups and chains nationwide, was fielded in August 2014’

About JD Power Asia Pacific: www.jdpower.com

About JD Power and Advertising/Promotional Rules www.jdpower.com/corporate

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts

Shizue Hidaka; Minato-ku, Tokyo, Japan +81-3-4550-8090; [email protected]

John Tews; Troy, Michigan USA; 001 248 680 6218; [email protected]

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

 

Satisfaction Gap Expands between Highest- and Lowest-Ranked Heavy-Duty Truck Brands in Japan

2015-02-09

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TOKYO: 18 February 2015 — The gap in satisfaction scores between the highest- and lowest-ranked brands in both the mid-size and small heavy-duty truck fleet segments has expanded significantly from 2013 due primarily to the quality of sales activities, according to the JD Power Asia Pacific 2014 Japan Heavy-Duty Truck Ownership Satisfaction Study^SM released today.

The study, now in its 10th year, measures overall satisfaction with heavy-duty truck manufacturers and their respective authorized truck dealers among commercial fleet owners, including managers of truck freight companies. The study includes three fleet segments: large (31 or more vehicles); mid-size (11 to 30 vehicles); and small (10 or fewer vehicles). Satisfaction is determined by examining 62 attributes across four performance factors (in order of importance): service (47%), sales (24%), vehicle (16%) and cost (13%). Satisfaction is calculated on a 1,000-point scale.

Overall heavy-duty truck satisfaction averages 618, the same as in 2013. By segment, satisfaction in the large fleet is 632, which is the only segment score above industry average. Satisfaction in the mid-size (612) and small (616) fleet segments falls below industry average. In 2014, the satisfaction gap between the highest- and lowest-ranked brands in both the mid-size and small fleet segments has widened significantly to 30 points in each segment from 17 and 12 points, respectively, in 2013.

“One of the main reasons for the expanding gaps in performance is the quality of sales activities being provided,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo.  “In 2014, key sales activities—such as sales visits that include a bona fide proposal covering operational improvements, after-sales follow-up, and a provision of information on industry trends—have a greater impact on satisfaction, compared with 2013.”

KEY FINDINGS

• Overall satisfaction has improved year over year among heavy-duty truck owners who receive a proposal for operational improvements during a sales visit than among those who don’t receive such a proposal (710 vs. 686, respectively).
• By fleet size, the greatest increase in cost satisfaction is in the small segment, up 21 points from 2013 to 543. By type of cost, maintenance cost—including repair (+5 points), parts cost (+5) and inspection (+4)—has a greater impact on overall satisfaction in the cost factor than does the initial vehicle purchase cost.

• While satisfaction in the cost factor (544) is below industry average, it is the only factor to have improved from 2013 (+8 points). Satisfaction in the remaining factors has decreased year over year: sales (-3 points); service (-3); and vehicle (-3).

• With respect to loyalty measures, overall satisfaction is 119 points higher among owners who intend to purchase their next truck from the same manufacturer as their current make than among those who intend to purchase their next truck from a different manufacturer (640 vs. 521, respectively).
• Sales satisfaction is a substantial 144 points higher among customers who intend to repurchase from the same manufacturer than among those who do not intend to use the same manufacturer, illustrating the impact of a positive sales experience on customer retention.

Overall Satisfaction Rankings

Among the four brands included in the study, Hino ranks highest for a sixth consecutive year, with an overall satisfaction score of 631, and performs particularly well in the service, sales and vehicle factors. Following Hino in the rankings is Mitsubishi Fuso with a score of 627.  

The Japan Heavy-Duty Truck Ownership Satisfaction Study is based on 3,437 responses from 2,267 truck owners. Each fleet owner evaluated up to two manufacturers. The study was fielded between October and November 2014.

The 2014 Japan Heavy-Duty Truck Ownership Satisfaction Study is one of the benchmark studies conducted by JD Power Asia Pacific in Japan. Other studies conducted by JD Power Asia Pacific include:

• The 2014 Japan Light-Duty Truck Ownership Satisfaction Study, which measures customer satisfaction with light-duty truck manufacturers and their respective local authorized truck dealers, will be released in March.

• The 2015 Japan Winter Tire Customer Satisfaction Index Study, which measures overall customer satisfaction with winter tires, will be released in May.

• The 2015 Japan Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to nine months of ownership, will be released in August.

• The 2015 Japan Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process, will be released in August.

• The 2015 Japan Customer Service Index (CSI) Study, which measures overall customer satisfaction with service performed at automotive dealer facilities, will be released in September.

• The 2015 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 September.

• The 2015 Japan Navigation Systems Customer Satisfaction Index Study, which measures customer satisfaction with original equipment and aftermarket navigation systems, will be released in October.

• The 2015 Japan Replacement Tire Customer Satisfaction Index Study, which measures customer satisfaction with replacement tires (excluding winter tires), will be released in October.

About JD Power Asia Pacific: www.jdpower.com

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

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts

Shizue Hidaka; Minato-ku, Tokyo, Japan +81-3-4550-8090; [email protected]

John Tews; Troy, Michigan USA; 001 248 680 6218; [email protected]

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

 

Vehicle Owners Experience Problems Connecting Their Smartphone with Their Vehicle Telematics System

2014-10-15

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TOKYO: 16 October 2014 — Owners who attempt to use their smartphone with their vehicle’s telematics service and have difficulties connecting the two devices get frustrated and sometime give up using the telematics services altogether, according to the JD Power Asia Pacific 2014 Japan Navigation Systems Customer Satisfaction Index Study^SM—OEM released today.

Now in its seventh year, the study measures satisfaction with factory- and dealer-installed navigation systems such as in-vehicle information systems, including music and video player functions and telematics services—in addition to search and guidance functions. Satisfaction is examined in four factors (listed in order of importance): navigation function (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 study finds that 15.3 percent of owners in 2014 do not use telematics service in their vehicle because it is “too bothersome to connect” to the system from their smartphone, an increase from 3.2 percent in 2013.

“Owners, frequently indicate that they want to use external devices, such as a smartphone, to connect with their in-vehicle systems for new services such as telematics,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “However, those who actually use such devices often have a problem with the ease of connectivity or paring. Manufacturers need to resolve and support those problems to avoid customers losing interest in factory-installed systems.”

Overall satisfaction with navigation systems averages 521 points in 2014, down from 525 in 2013. Overall satisfaction in the luxury brand segment averages 554 in 2014, down 3 points from 2013, while the mass market brand segment averages 518 in 2014, down 4 points from 2013. Driving the decline in overall satisfaction is a drop in performance across all factors.

Key Findings

• Luxury brands outperform mass market brands in all factors, with a notable 62-point gap in infotainment equipment; 36-point gap in navigation function; and 33-point gap in screen.
• Problems have a significant impact on satisfaction. Among owners who experience no problems with their navigation system, satisfaction averages 548; however, when owners experience one or more problems, satisfaction drops to 482.
• Satisfaction averages 579 among owners who indicate no concerns and experience no inconvenience with the navigation function, operation/ user interface, infotainment equipment or screen, compared with 505 among owners who do have concerns and experience inconvenience with their system.
• Overall satisfaction among owners who indicate they would purchase an aftermarket navigation system, personal navigation device or mobile phone navigation application is 471, which is 50 points lower than industry average.

2014 Ranking Highlights

Lexus ranks highest in the luxury brand segment for a third consecutive year, with an overall score of 601.

Subaru ranks highest in the mass market brand segment for a second consecutive year, with a score of 546. Toyota ranks second (531) and Volkswagen third (525).

The 2014 Japan Navigation Systems Customer Satisfaction Index Study is based on responses from 6,361 vehicle owners who purchased a new vehicle equipped with an OEM navigation system between April 2012 and March 2014. The Internet study was fielded from July to August 2014.

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 Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at japan.jdpower.com.

About McGraw Hill Financial 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

 

Map Accuracy, Updates and Such Features as Operation/ User Interface and Screen Improve Aftermarket Navigation Systems Satisfaction

2014-10-23

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TOKYO: 24 October 2014 — Map accuracy and updates, as well as such features as operation/ user interface and screen, improve overall customer satisfaction with aftermarket navigation systems, according to the JD Power Asia Pacific 2014 Japan Navigation Systems Customer Satisfaction Index Study^SM—Aftermarket released today.

Now in its eighth year, the study measures customer satisfaction with aftermarket in-dash vehicle navigation systems. The study also measures satisfaction with in-dash systems such as in-vehicle information systems, including music and video player functions, telematics services and search and guidance functions. Satisfaction with in-dash systems is evaluated in four factors (in order of importance): navigation function[1] (42%); infotainment equipment (21%); operation/ user interface (20%); and screen (17%). Overall satisfaction scores are calculated based on customer evaluations of multiple attributes within those factors and are based on a 1,000-point scale.

“Consumers are looking for a navigation system that is not only accurate and can download updates, but also has specific features, such as technologies for integration with smart devices, display audio and home screen customization,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “Navigation system manufacturers need to know their audience and which features appeal to them in order to retain existing customers and entice new customers, especially those who may be unsure of which brand to buy.”

Key Findings

• Overall satisfaction averages 533 points in 2014, a 1-point increase from 2013.
• Satisfaction improves in 2014 in navigation function (+4 points) and operation/ user interface (+3), compared with 2013. Infotainment equipment and screen each decline by 5 points year over year.
• Satisfaction is higher among the 48 percent of aftermarket navigation system owners who have updated the map data on their system than among those who have not done so (546 vs. 521, respectively).
• Overall satisfaction is lower among customers who previously owned a factory- or dealer-installed navigation system than among those who have not (524 vs. 541, respectively). The largest satisfaction gaps between those two customer groups are in navigation function (20 points); operation/ user interface (17).    
• Among owners of in-dash aftermarket navigation systems who are highly satisfied (overall satisfaction scores of 547 or higher), 46 percent indicate they expect to purchase an in-dash aftermarket navigation system for their next navigation system.

2014 Ranking Highlights

The Alpine Big X Series ranks highest for a third consecutive year, with a score of 573, a 9-point increase from 2013. The Alpine Big X Series performs particularly well in the navigation function and the operation/ user interface factors.

The Pioneer Cyber Navi Series ranks second (549), performing particularly well in navigation function. The Panasonic Strada R Series ranks third (546) and performs particularly well in the screen factor.

The 2014 Japan Navigation Systems Customer Satisfaction Index Study—Aftermarket is based on responses from 2,829 owners who purchased their system between April 2012 and March 2014. The Internet study was fielded from July to August 2014.

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 Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at japan.jdpower.com.

About McGraw Hill Financial www.mhfi.com

Media Relations Contacts

Shizue Hidaka; JD Power Asia Pacific; Metro City Kamiyacho 8F; 5-1-5 Toranomon; Minato-ku, Tokyo; Japan 105-0001; Phone +81-3-4550-8060; [email protected]

John Tews; Director, Media Relations; JD Power; 320 E. Big Beaver; 5^th Floor, Suite 500, Troy, MI, 48083 USA; 001 248-680-6218; [email protected]

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

 

Vehicle Owners in Japan Are Increasingly Turning to the Internet to Purchase Replacement Tires

2014-10-29

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TOKYO: 30 October 2014 — An increasing percentage of vehicle owners in Japan are buying their replacement tires online, according to the JD Power Asia Pacific 2014 Japan Replacement Tire Customer Satisfaction Index Study^SM released today.

Now in its sixth year, the study measures vehicle-owner satisfaction with their newly replaced summer tires based on four factors: traction/ handling; ride; wearability; and appearance. Overall satisfaction scores (on a 1,000-point scale) are calculated for four vehicle segments based on owners’ evaluations of 10 tire attributes.

In the 2014 study, 20 percent of vehicle owners purchased their tires on the Internet, up from 13 percent in 2013. Among owners who purchase replacement tires online, 57 percent use such online sources as Rakuten Ichiba and Yahoo! Shopping, rather than purchasing online from tire shops or auto parts retailer websites.  

“While customers who purchase their replacement tires on the Internet consider online user reviews, their final purchase decision is primarily based on price,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “When the most important criteria for selection is price, buyers focus only on the price and are more likely to switch brands when buying their next set of replacement tires. That makes it critical for manufacturers to promote awareness of their tires’ attributes as well as price online so that customers can gain a comprehensive perspective.”

Key Findings

• Regardless of the purchase channel, “the price was cheap/ there was a discount” is the most frequently cited reason for selecting replacement tires, with 41 percent of vehicle owners who purchase from a retail store and 58 percent of online buyers citing this reason.
• Nearly one-third (32%) of vehicle owners purchase the same brand they last had on their vehicle—whether original equipment or replacement tires—and intend to purchase the same brand when they next replace their tires.
• Customer satisfaction affects loyalty. Among owners who are highly satisfied with their replacement tires (overall satisfaction scores of 800 or higher), 41 percent indicate they intend to purchase the same brand for their replacement tires. Intended loyalty drops to 36 percent among owners with medium satisfaction (scores of 600-799) and to 31 percent among those with low satisfaction (scores of 400-599).  

2014 Ranking Highlights

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

• Owner satisfaction with replacement tires in the mini-car/compact car segment averages 536. Michelin ranks highest in the mini-car/compact car segment with a score of 611, performing particularly well in all four factors. Dunlop ranks second (559), followed by Bridgestone (551).
• Overall satisfaction in the midsize segment averages 590. Michelin ranks highest in the midsize segment with a score of 649 and performs particularly well in all four factors. Dunlop ranks second (613) and Bridgestone third (607).
• Satisfaction in the large segment averages 613. Michelin ranks highest with a score of 674 and performs particularly well in all four factors. Bridgestone ranks second with a score of 658.
• In the minivan segment, overall satisfaction averages 556. Bridgestone ranks highest with a score of 592, and performs particularly well in traction/ handling and ride. Michelin ranks second (590) and Yokohama third (575).

The 2014 Japan Replacement Tire Customer Satisfaction Index Study is based on responses from 7,843 vehicle owners within the first three to 14 months of ownership who purchased new replacement tires (excluding winter tires) between June 2013 and May 2014. The Internet study was fielded between late July and August 2014.

About JD Power Asia Pacific: www.jdpower.com

About JD Power and Advertising/Promotional Rules www.jdpower.com/corporate

About McGraw Hill Financial www.mhfi.com 

Media Relations Contacts

Shizue Hidaka; Minato-ku, Tokyo, Japan +81-3-4550-8090; [email protected]

John Tews; Troy, Michigan USA; 001 248 680 6218; [email protected]

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