Category: Japan|United States

Customers in India Prefer Speaking to a Representative Rather Than Using Digital Tools to Schedule Vehicle Service, JD Power Finds

2022-03-28

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In an era of digitalization, customers in India still prefer to schedule their service appointments over the phone, according to the JD Power 2021 India Customer Service Index Study (CSI),^SM released today. After a hiatus since 2019, JD Power has re-launched the India Customer Service Index Study in collaboration with NielsenIQ.

More than three-fourths (77%) of customers said they scheduled their service via a phone call with the authorized dealer workshop. Even for their future service visits, 83% said they would continue to prefer phone-based scheduling. The top two reasons for not using a digital mode are the requirement of an urgent service visit (57%) and the need to speak to someone (38%). In addition, the study finds that among customers who used a digital channel to initiate a service appointment, the dealership staff had to call them back to schedule the appointment.

“Servicing of the vehicle is an essential errand, often done without sufficient advance planning,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “The ability to execute the service booking digitally—without human intervention—will not only lessen the effort at the customer’s end but will allow the dealers to use their team for purely revenue-maximization activities.”

Following are additional key findings of the 2021 study:

• Pinching finances: More than one-fourth (27%) of customers said they thought the cost of their last service was higher than they expected. The average spend on their most recent service was INR 4390, which is less than the INR 5000 average in 2019.
• Service advisor recommendations: Comprehensive service advisor recommendations tend to increase the amount spent by a customer. Nearly two-thirds (66%) of those who cited agreeing to the work recommended by service advisors ended up spending 6% more than those who did not.
• Significant churn risk: More than one-third (37%) of customers said they may return to their service dealer for out-of-warranty work, signifying a risk to the overall service business of the dealers.

Study Ranking

MG India ranks highest with a score 868 (on a 1,000-point scale), followed by Hyundai (845) and Kia India (831).

The 2021 India Customer Service Index Study (CSI) is based on responses from 5,313 new-vehicle owners who purchased their vehicle from September 2018 through December 2020. The study was fielded from September through December 2021.

The study measures new-vehicle owners’ satisfaction with after-sales process by examining the dealership performance in five factors (listed in order of importance); service initiation (26%); service advisor (20%); vehicle pick-up (20%); service quality (19%); and service facility (15%). The study only examines the after-sale satisfaction in the mass market segment.

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

NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

Media Relations Contacts
Geno Effler, JD Power; [email protected]; +1-714-621-6224
Kaustav Roy, NielsenIQ; [email protected]
Sandeep Pande, NielsenIQ; [email protected]

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

Digital Shopping Grows Exponentially but Shoppers in India Want to Return to Buying Cars at Dealerships, JD Power Finds

2022-03-21

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In an era of digitalization with more than 85% of shoppers going online to do their vehicle research, there remains a strong preference for physical visits to showrooms for vehicle purchase, according to the JD Power 2021 India Sales Satisfaction Study (SSI),^SM released today. After a hiatus since 2019, JD Power has re-launched the India Customer Service Index Study in collaboration with NielsenIQ.

Online information search emerges as one of the key activities done by shoppers during their vehicle purchase journey, with 48% of survey respondents saying they watched YouTube videos or used search engines to gather information online. More than one-third (35%) said they reviewed social media advertisements as an online information source. However, offline sources, such as peer recommendation and test driving a vehicle, remain strong sources of information about the new-vehicle selection process.

Shoppers are looking forward to getting back to the showrooms for their next vehicle purchase, as 68% said they would want to go through the entire journey in-person and only 20% saying they would want a complete online experience.

“The critical issue to address here is the divergence of the preference,” said Sandeep Pande, lead of the automotive practice India at NielsenIQ. “Essentially, customers are thinking at two levels. Firstly, the readiness of the dealers to seamlessly transition from one mode to another and, secondly, the robustness of the technology integration to handle high-value purchases.”

As the pandemic continues its fluctuating waves, a transition from online to offline is likely to make customers strike a balance between the two modes of purchase. “At the end of the day, all the customers want is whether dealerships are able to anticipate their needs and fulfill them accordingly.” Pande said.

Following are additional key findings of the 2021 study:

• Turnaround for online requests: Shoppers do expect a prompt response when they make an online request to be contacted back. Currently, dealerships take an average of seven days to respond, whereas the customer expectation averages five days. In addition, about 11% of shoppers said that they did not hear from their dealer following an online request.
• Timeline to purchase:  On average, shoppers say their complete purchase journey is 51 days. The first 20 days are spent on information gathering online and 31 days are spent on interaction with the dealer, culminating in the delivery of the vehicle.
• Choice of the dealer: A recommendation from peers or family (61%) remains the leading driver for dealer choice, followed by dealership location (54%) and immediate delivery (49%).

Study Ranking

MG India ranks highest with a score 881 (on a 1,000-point scale), followed by Toyota (877) and Hyundai India (875).

The 2021 India Sales Satisfaction Study (SSI) is based on responses from 5,593 new-vehicle owners who purchased their vehicle from January through December 2021. The months of April-June 2021 were not considered on account of the severe pandemic situation in India. The study was fielded from September through December 2021.

The study measures new-vehicle owners’ satisfaction with sales process by examining their satisfaction on six factors (listed in order of importance); delivery process (20%); dealer facility (18%); paperwork completion (17%); working out the deal (15%); sales consultant (15%); and brand website (14%). The study only examines the sales satisfaction in the mass market segment.

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

NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

Media Relations Contacts
Geno Effler, JD Power; [email protected]; +1-714-621-6224
Kaustav Roy, NielsenIQ; [email protected]
Sandeep Pande, NielsenIQ; [email protected]

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

Digital Tools Drive Satisfaction with After-Sales Service Experience, JD Power Finds

2022-03-22

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Effective communication through digital tools can help drive satisfaction among customers in Thailand when getting their vehicles serviced, according to the JD Power 2021 Thailand Customer Service Index (CSI) Study^SM, released today. These include service notification, appointment method, explanations of service advisor, updating service progress, service payment and contact after their visit. Overall satisfaction is 861 (on a 1,000-point scale).

It’s also notable that, while only 4% of survey respondents scheduled their service visit on a brand’s app, 11% said they would prefer to do so in the future. Due to some roadblocks of online platforms in Thailand, 58% of customers who made an online appointment still answered a return call from their service center to get more information or to confirm the appointment.

Satisfaction averages 867 when a service advisor uses a tablet during the visit but declines to 846 when a tablet isn’t used. Still, only 57% of service advisors used a tablet to show a menu of available service options.

Seeing their own car while servicing through a live stream application is an alternative way for customers to know the progress of service work. While only 7% of customers used such an application, 11% said they would like to have it available during their next service visit.

“Applying technology in the digital era is crucial to create satisfaction for customers,” said Manenatta Jirasevijinda, Regional lead of automotive in SEA TW AUS at NielsenIQ. “Customers need the thoroughness, quick and multiple choices of service. Service centers must have various online channels including digital devices used to create an impressive experience for customers.”

Following are additional key findings of the 2021 study:

• Most customers stay at dealership during service: Nearly nine of 10 customers (88%) stay at the dealership while their car is being serviced. Although plenty of amenities are available, satisfaction can be driven higher from the value-added amenities. More than one-third (34%) said they experienced a free meal, 31% said they used a vending machine and 29% said they accessed a coffee shop.
• Taking care of customers from beginning to end: Nine of 10 (90%) customers said they were greeted immediately upon arrival at the dealership. At the conclusion of the service visit, 55% said their vehicle was retrieved by a dealership staff person and 44% said a staff person escorted them to their vehicle.
• Better vehicle conditions when returning after service: Nearly all (99.7%) customers said that the service center completed all requested work since the first time. More than three-fourths (81%) said their vehicle was returned cleaner than when they brought it in, while 52% said the engine compartment was cleaned and 38% said their vehicle received free polishing/waxing.

Study Ranking

Toyota ranks highest in after-sales customer satisfaction with a score of 873 and performs well on all five factors. Isuzu ranks second with a score of 862.

The 2021 Thailand Customer Service Index (CSI) Study measures overall satisfaction among vehicle owners who visited an authorised service center for maintenance or repair work during the first 12 to 36 months of ownership, based on five factors (in order of importance): service initiation (25%); service advisor (20%); vehicle pickup (20%); service facility (18%); and service quality (17%).

The study is based on responses from 3,342 new-vehicle owners who purchased their vehicle between September 2018 and December 2020 and took their vehicle for service to an authorised dealer or service center between March and December 2021. The study was fielded from September 2021 through January 2022.

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

NielsenIQ is the leader in providing the most complete, unbiased view of consumer behavior, globally. Powered by a groundbreaking consumer data platform and fueled by rich analytic capabilities, NielsenIQ enables bold, confident decision-making for the world’s leading consumer goods companies and retailers.

Using comprehensive data sets and measuring all transactions equally, NielsenIQ gives clients a forward-looking view into consumer behavior in order to optimize performance across all retail platforms. Our open philosophy on data integration enables the most influential consumer data sets on the planet. NielsenIQ delivers the complete truth.

NielsenIQ, an Advent International portfolio company, has operations in nearly 100 markets, covering more than 90% of the world’s population. For more information, visit NielsenIQ.com.

Media Relations Contacts
Geno Effler, JD Power; [email protected]; +1-714-621-6224
Hallie Garside, NielsenIQ; [email protected]

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

Increased Engine and Transmission Problems Contribute to Decline in Vehicle Dependability for The First Time in More Than 15 Years

2014-02-12

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WESTLAKE VILLAGE, Calif.: Owners of 3-year-old vehicles (2011 model year) report more problems than did owners of 3-year-old vehicles last year, according to the JD Power 2014 U.S. Vehicle Dependability Study^SM (VDS) released today.

Increases in Engine and Transmission Problems Reported

Engine and transmission problems increase by nearly 6 PP100 year over year, accounting for the majority of the overall 7 PP100 increase in reported problems. The decline in quality is particularly acute for vehicles with 4-cylinder engines, where problem levels increase by nearly 10 PP100. These smaller engines, as well as large diesel engines, tend to be more problematic than 5- and 6-cylinder engines, for which owners report fewer problems, on average.

Dependability Leads to Loyalty; Poor Dependability Creates Avoidance

JD Power also finds that the fewer problems owners experience with their vehicle, the greater their loyalty to the brand. Combined data from previous years’ VDS results and vehicle trade-in data from the Power Information Network® (PIN) from JD Power show that 56 percent of owners who reported no problems stayed with the same brand when they purchased their next new vehicle. Brand loyalty slipped to just 42 percent among owners who reported three or more problems.

“By combining our customer research with trade-in data, we see a very strong correlation between dependability and real-world brand loyalty,” said Sargent. “Also, we see that brands with lower dependability are likely to be shut out of a significant piece of the market, as many consumers will not even consider purchasing one of their vehicles because of concerns about its likely reliability.”

Highest-Ranked Nameplates and Models

Lexus ranks highest in vehicle dependability among all nameplates for a third consecutive year. The gap between Lexus and all other brands is substantial, with Lexus averaging 68 PP100 compared with second-ranked Mercedes-Benz at 104 PP100. Following Mercedes-Benz in the rankings are Cadillac (107), Acura (109) and Buick (112), respectively.

The Vehicle Dependability Study is used extensively by manufacturers and suppliers worldwide to help them design and build better vehicles, which typically translates into higher resale values and customer loyalty. It also helps consumers make more-informed choices for both new- and used-vehicle purchases.

Find more detailed information on vehicle dependability, as well as model photos and specs, at JDPower.com.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected] 
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

About JD Power and Advertising/Promotional Rules
About McGraw Hill Financial

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On the Heels of Powerful Storms, Customer Satisfaction with Electric Utility Companies Declines for Second Consecutive Year

1970-01-01

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WESTLAKE VILLAGE, Calif.: 11 July 2012 — Following a stormy second half of 2011, customer satisfaction with electric utility companies has declined for a second consecutive year, according to the JD Power and Associates 2012 Electric Utility Residential Customer Satisfaction Study^SM released today.The study measures customer satisfaction with electric utility companies by examining six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.

Residential customer satisfaction with electric utility companies averages 625 (on a 1,000-point scale), a slight decrease from 628 in 2011. Satisfaction with power quality and reliability, the most important factor in driving satisfaction, has declined by 13 points from 2011. Price satisfaction has increased by 10 points, due to slightly lower monthly bill amounts and fewer customers saying that their financial condition is worse than last year.  

“Power quality and reliability is an area where electric utility companies do not always have control, as weather events and storms play a major factor in the quality and reliability of the services provided,” said Chris Oberle, senior director of the energy and utility practice at JD Power and Associates. “Many large storms have impacted satisfaction across the United States, but Hurricane Irene in August and the Halloween Nor’easter in October significantly impacted satisfaction in the East region, which has declined by 20 points from 2011.”

The study finds that 82 percent of customers prefer to be proactively contacted during outages with information and updates.

“The more information electric utilities proactively provide during an outage, the higher customer satisfaction will likely be,” said Oberle. “Customers value being kept up to date and want to resume their lives as quickly as possible. Notifying them in a proactive manner ensures that they know the latest information and are kept apprised of their unique situation.”

Electronic Communication Yields Higher Satisfaction

Electric utility customer satisfaction averages 714 when utilities communicate with customers via electronic methods, 89 points above industry average. Satisfaction is notably higher among customers who use electronic billing and payment; are provided outage information by email, text or mobile applications; visit their electric utility company’s website; or recall a message sent to them via email, website or social media platform.

“Electronic communications offer many advantages to both energy utility companies and their customers,” said Oberle. “Not only are they extremely quick and cost-efficient, but they also enable utilities to tailor messages to targeted customers and allow customers to review them at their leisure. It is a win-win situation for both.”

Consumer Tips

• Utility websites typically include plenty of outage information through outage maps and electronic alerts
• Utility social media sites often list ways to lower energy consumption, thereby lowering your bill amounts
• Utilities engage in many local events and may be great resources for discussions regarding ways to volunteer or otherwise help your community
• Online bill payments and electronic bill formats may help the environment, as well as provide a more convenient way for you to make payments

The study ranks large and mid utility companies in four geographic regions: East, Midwest, South and West. Companies in the mid utility segment serve between 125,000 and 499,999 residential customers, while companies in the large utility segment serve 500,000 or more residential customers.

East Region

Among large utilities in the East region, PPL Electric Utilities ranks highest, followed by PECO, PSE&G and Central Maine Power, respectively.

In the East region mid utility segment, Southern Maryland Electric Cooperative ranks highest for a fifth consecutive year, followed by Rochester Gas & Electric. Delmarva Power and Penn Power follow in a tie, respectively.

Midwest Region

MidAmerican Energy ranks highest among large utility companies in the Midwest region for a fifth consecutive year. Alliant Energy and We Energies rank second and third, respectively.

Omaha Public Power District ranks highest among mid utility companies in the Midwest region for a fifth consecutive year. Following Omaha Public Power District in the segment rankings are Kentucky Utilities and Wisconsin Public Service, respectively.

South Region

CPS Energy ranks highest among large utility companies in the South region. Following CPS Energy in the rankings are FPL and Alabama Power, OG&E and South Carolina Electric & Gas, respectively.

NOVEC ranks highest among mid utility companies in the South region, followed by Jackson EMC and Sawnee EMC, respectively.

West Region
Salt River Project (SRP) ranks highest among large utility companies in the West region for a fifth consecutive year and receives an award in the study for an 11th consecutive year. Following Salt River Project in the segment rankings are SMUD and Portland General Electric, respectively.

Clark Public Utilities ranks highest among mid utility companies in the West region for a fifth consecutive year, followed by Seattle City Light and Colorado Springs Utilities, respectively.

The 2012 Electric Utility Residential Customer Satisfaction Study is based on responses from more than 100,000 online interviews conducted from July 2011 through May 2012 among residential customers of the 126 largest electric utility brands across the United States, which collectively represent nearly 94 million households.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

Media Relations Contacts:

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

Follow us on Twitter: @JDPower

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

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Following Two Years of Declines, Hotel Guest Satisfaction Increases to a Seven-Year High

2013-07-24

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WESTLAKE VILLAGE, Calif.: 24 July 2013 — Following two years of declines, hotel guest satisfaction has  increased significantly, reaching its highest levels in the past seven years, according to the JD Power 2013 North America Hotel Guest Satisfaction Index Study^SM released today. 

• Luxury: The Ritz-Carlton (for a fourth consecutive year)
• Upper Upscale: Kimpton Hotels
• Upscale: Hyatt Place
• Midscale Full Service: Holiday Inn (for a third consecutive year)
• Midscale: Drury Hotels (for an eighth consecutive year^[2]
• Economy/Budget: Microtel Inn & Suites by Wyndham
• Upper Extended Stay: Homewood Suites^[3]
• Extended Stay: TownePlace Suites

• Make the hotel work for you. Contact the property ahead of time and ask for suggestions for things to do; have them book restaurant reservations; and get all the directions you need before you arrive.
• If you are a frequent guest of a particular hotel, know the name of the front office manager and communicate to them ahead of your arrival to ensure they are aware of your visit. Loyalty still goes a long way in the hotel business.
• If you have special requests, call the hotel directly, talk to the front office manager, or email them with your needs. They are usually willing to work with you when given ample time. Don’t wait until you arrive to make complicated requests.
• Don’t assume all hotels are alike. Take advantage of all the information available to make an informed choice. If you know what you are getting ahead of time, you are less likely to be disappointed with your stay.

The 2013 North America Hotel Guest Satisfaction Index Study is based on responses gathered between July 2012 and May 2013 from more than 68,700 guests from Canada and the United States who stayed in a hotel in North America between June 2012 and May 2013.

^[1]The food and beverage factor is not included in the upper extended stay segment.

^[2]This segment was previously called Midscale Limited Service. 
^[3]The Upper Extended Stay segment is new to the study in 2013. Homewood Suites previously ranked highest in the Extended Stay segment.

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. 

Media Relations Contacts