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Category: Technology, Media & TelecomUnited States

  • 2023 U.S. Wireless Customer Care Study—Volume 1

    Wireless Providers Solving Customer Issues Faster, Driving Improved Satisfaction Across Virtually All Channels, JD Power Finds

    2023-02-02

    TROY, Mich.: 2 Feb. 2023 — Whether it’s a simple billing inquiry, a plan change or a technical issue, wireless providers are solving customer issues faster than ever, according to the JD Power 2023 U.S. Wireless Customer Care StudySM—Volume 1, released today. This decrease in problem resolution time across digital (website and app), phone and in-store channels is driving significant improvements in customer satisfaction, up 14 points (on a 1,000-point scale) to 808 in 2023.

    “After a period of fighting through staffing challenges and investing heavily in more dynamic, advanced tool-enabled digital customer support solutions, wireless providers are now reaping the dividends of that hard work in the form of faster customer care resolution and more satisfied customers,” said Ian Greenblatt, managing director of technology, media & telecom at JD Power. “It is particularly noteworthy that we’re seeing consistent improvement in both digital/automated and live channels via interaction with in-store and phone-based representatives. It is clear from the data that the top-performing wireless providers take a systemic, channel-coordinated approach to customer care and problem resolution.”

    Study Rankings

    T-Mobile ranks highest in the mobile network operators segment with a score of 829 for the 11th consecutive volume.

    Metro by T-Mobile ranks highest in the mobile virtual network operators segment with a score of 832, followed by Cricket (830) and Boost Mobile (825).

    Consumer Cellular ranks highest in the value mobile virtual network operators segment for the 14th consecutive volume with a score of 869, followed by Mint Mobile (864).

    The 2023 U.S. Wireless Customer Care Study—Volume 1 is based on responses from 15,940 customers who contacted their carrier’s customer care department within the past three months.  The studies evaluate customer care experiences across 6 factors: store service; phone service; website service; app service; social media service; and text service. The studies were fielded from July through December 2022.

    For more information about the U.S. Wireless Customer Care Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-performance-study

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

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

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

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

     

  • 2023 U.S. Wireless Network Quality Performance Study—Volume 1

    Wireless Customers More Attached to Phones as Satisfaction Increases, JD Power Finds

    2023-01-19

    TROY, Mich.: 19 Jan. 2023 — More wireless customers are saying they become anxious when their phone is misplaced or not near them, according to the JD Power 2023 U.S. Wireless Network Quality Performance StudySM—Volume 1, released today. As people are more connected and increasing use of their phones, they have indicated they experienced an increase in problems with their wireless carrier, however, overall satisfaction has also increased. Customers also say their carrier is more reliable for streaming music and videos; using mobile websites and apps; and email. There is also an increase in customers indicating their smartphone data speed is faster than expected.

    “Overall network quality satisfaction is improving, and the race for number one is tightening,” said Ian Greenblatt, managing director at JD Power. “As carriers generally continue to improve their network offering and message this quality to the market, we will likely continue to see a narrowing of the performance gap between competitors.”

    Study Rankings

    Verizon Wireless ranks highest in the Mid-Atlantic, North Central, Southeast and West regions.

    Verizon Wireless and T-Mobile rank highest in a tie in the Northeast region.

    AT&T ranks highest in the Southwest region.

    The 2023 U.S. Wireless Network Quality Performance Study—Volume 1 is based on responses from 35,120 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from July through December 2022.

    For more information about the U.S. Wireless Network Quality Performance Study, visit https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.

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

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

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

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

     

  • 2022 Wireless Router Satisfaction Report

    Good Connection: Wireless Router Satisfaction Increases, JD Power Finds

    2022-11-02

    TROY, Mich.: 3 Nov. 2022 — Overall customer satisfaction with wireless routers increases to 852 (on a 1,000-point scale) from 844 in 2021, according to the JD Power 2022 Wireless Router Satisfaction Report,SM released today. Ease of restoring internet connection and variety of features are key drivers in the year-over-year increase.

    The 10 factors measured in the 2022 report include (in order of importance): Wi-Fi range; reliability; speed of upload/download; restore connection easily; security capabilities; price; ease of set-up; variety of features; intuitive user interface; and customer service.

    Study Ranking

    Asus ranks highest among wireless routers for a second consecutive year with a score of 883. TP-Link (875) ranks second and Netgear (854) ranks third.

    The 2022 Wireless Router Satisfaction Report, now in its sixth year, is based on responses from 1,059 current owners of wireless routers who purchased their device during the 12-month period prior to report fielding in August-September 2022.

    For more information about the U.S. Wireless Router Satisfaction Report, visit https://www.jdpower.com/business/technology-media-telecom/us-wireless-router-satisfaction-report

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

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

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

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

     

  • 2022 U.S. Residential Internet Service Provider Satisfaction Study

    Price of Residential Internet Drives Customer Choice, JD Power Finds

    2022-10-13

    jillian.breska

    TROY, Mich.: 13 Oct. 2022 — While performance and reliability is the most influential factor in predicting overall customer satisfaction, the number one reason residential internet customers are choosing their provider is price, according to the JD Power 2022 U.S. Residential Internet Service Provider Satisfaction Study,SM released today.

    “More than half—58%— of a customer’s satisfaction is driven by the quality and consistency of the internet connection, and how the customer perceives the value of that connection,” said Ian Greenblatt, managing director at JD Power. “With customers being least satisfied with cost of service, a consistent experience at a reasonable price is table stakes for providers—each outage or other problem causes a customer to review that price-driven choice for real value.”

    Study Rankings

    Verizon ranks highest in the East region for a 10th consecutive year with a score of 758.

    Midco ranks highest in the North Central region with a score of 734, followed by AT&T (724) and CenturyLink (717).

    AT&T ranks highest in the South region for a fifth consecutive year, with a score of 761. Xfinity (736) ranks second.

    AT&T ranks highest in the West region with a score of 729, followed by Xfinity (709).

    The 2022 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 22,945 customers that currently have internet service with a provider included in the study. The study measures overall satisfaction with internet service providers based on five factors: performance and reliability; cost of service; communications and promotions; billing and payment; and customer care. The study was fielded from November 2021 through August 2022.

    For more information about the U.S. Residential Internet Service Provider Satisfaction Study, visit  https://www.jdpower.com/business/tmt/us-residential-internet-service-provider-customer-satisfaction-study

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

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

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

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

     

  • 2022 U.S. Business Wireless Satisfaction Study

    Small Businesses Experience Significantly Improved Wireless Service and Performance, JD Power Finds

    2022-10-06

    jillian.breska

    TROY, Mich.: 6 Oct. 2022 — Satisfaction among small business wireless customers has reached an all-time high, according to the JD Power 2022 U.S. Business Wireless Satisfaction Study,SM released today, but still lags in satisfaction behind large enterprise and medium-sized business customers. Small business wireless customers are now receiving more personalized service and dedicated attention from carriers, and it’s paying off in the form of a 33-point increase (on a 1,000-point scale) in year-over-year customer satisfaction.

    “Small businesses have been the outlier in customer satisfaction in the wireless segment, maintaining from relatively flat scores for the past several years as larger businesses have seen steady gains,” said Ian Greenblatt, managing director of technology, media & telecom at JD Power. “In the wake of the pandemic, carriers have made a concerted effort to drive more outreach from account representatives and deliver more personalized service to small businesses; this year, we’re definitely seeing that effort pay off in dramatically improved satisfaction scores.”

    Following are some key findings of the 2022 study:

    • Small businesses close gap with large enterprise: The gap in satisfaction this year between large enterprise business customers and small business customers falls to 55 points this year, driven by a 33-point increase in customer satisfaction in the small business segment to 827. Overall satisfaction in the large enterprise segment is 882, down 4 points from a year ago, and overall satisfaction in the medium business segment is 863, up 10 points from 2021.
    • Dedicated account executives make a huge difference: This year, 29% of small business wireless customers had direct contact with an account representative assigned to their business, up from 19% in 2021. Overall satisfaction scores are 105 points higher when small business customers have direct contact with a dedicated account representative than when they call the general number (772).

    Study Rankings

    AT&T ranks highest in the large enterprise segment for a second consecutive year, with a score of 886.

    T-Mobile ranks highest in the medium business segment with a score of 872. AT&T (864) ranks second.

    Verizon Wireless ranks highest in the small business segment for a second consecutive year, with a score of 840. T-Mobile (829) ranks second.

    The 2022 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors: performance and reliability; customer service; sales representatives and account executives; billing; cost of service; and offerings and promotions. Overall satisfaction is measured in three key segments: large enterprise (500 or more employees); medium business (20-499 employees); and small business (1-19 employees).

    The study is based on responses from 2,465 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in June-July 2022.

    For more information about the U.S. Business Wireless Satisfaction Study visithttps://www.jdpower.com/business/resource/us-business-wireless-customer-satisfaction-study.

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

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

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

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

     

  • 2022 U.S. Television Service Provider Satisfaction Study

    DISH Receives JD Power National TV Satisfaction Award for Fifth Consecutive Year

    2022-09-28

    jillian.breska

    TROY, Mich.: 29 Sept. 2022 — DISH ranks highest in three segments of the JD Power 2022 U.S. Television Service Provider Satisfaction Study,SM released today, while Verizon Fios, Midco and FuboTV each rank highest in one segment. The study finds that live television streamers say they pay less for their live television, as the self-reported average cost for cable and satellite television is $110 per month and the average cost for streaming is $68 per month. Overall satisfaction is 699 (on a 1,000-point scale) for cable and satellite and 774 for streaming. Among both groups, the biggest driver for choosing a television provider is a lower price.

    “Delivering video to myriad devices both in-home and mobile is actually pretty difficult and yet the service providers in cable, satellite and streaming all make it look easy, creating ever higher customer expectations,” said Ian Greenblatt, managing director at JD Power. “Highest quality content is quite costly to produce or acquire for all providers. Operating the needed networks and equipment for cable and satellite TV from start to finish versus streamers who can use those networks for middle and last-mile delivery for hundreds of thousands of concurrent streams, are vastly different at a product level regarding cost.  Live TV streamers (and their customers) are therefore the beneficiaries of the imbalance and can be seen as providing more value for the subscription dollars spent.”

    Study Rankings

    DISH ranks highest in the cable/satellite TV–national segment for a fifth consecutive year, with a score of 720. Xfinity (706) ranks second and DIRECTV (699) ranks third.

    Verizon Fios ranks highest in the cable/satellite TV–east region with a score of 749. DISH (713) ranks second and Xfinity (699) ranks third.

    Midco ranks highest in the cable/satellite TV–north central region with a score of 721. Xfinity ranks second with a score of 701 and DISH ranks third with a score of 699.

    DISH ranks highest in the cable/satellite TV–south region with a score of 736. Xfinity ranks second (719) and DIRECTV ranks third (710).

    DISH ranks highest in the cable/satellite TV– west region with a score of 716, followed by Xfinity (705).

    FuboTV ranks highest in the live TV streaming segment with a score of 789. Sling TV (786) ranks second and YouTube TV (779) ranks third.

    The JD Power U.S. Television Service Provider Satisfaction StudySM is designed to provide a detailed assessment of customer perceptions of service with their current television provider. The study measures Overall Satisfaction with television service providers based on seven factors: performance and reliability; cost of service; programming; communications and promotions; billing and payment; features and functionality; and customer care. To be included in the national cable/satellite TV ranking, brands must be ranked in all four geographic regions. The study is based on responses from 23,387 customers and was fielded from November 2021 through August 2022.

    For more information about the U.S. Television Service Provider Satisfaction Study, visit https://www.jdpower.com/business/tmt/us-residential-television-customer-satisfaction-study.

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

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

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

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

     

  • 2022 U.S. Multimedia Quality and Satisfaction Study

    In Battle Over Infotainment Systems Between Manufacturers and Big Tech, Only Losers are Vehicle Owners, JD Power Finds

    2022-09-08

    jillian.breska

    TROY, Mich.: 8 Sept. 2021 — For a second consecutive year, problems with vehicle infotainment systems account for 25% of all problems, according to the JD Power 2022 U.S. Multimedia Quality and Satisfaction Study,SM released today. Manufacturers and tech companies are working to create the most innovative and smart infotainment systems for new vehicles, but owners of newly launched models have lower satisfaction with their infotainment systems than owners who buy carryover vehicles.

    The top-cited problem for new-vehicle owners is connectivity issues, both with Android Auto or Apple CarPlay with 5.8 PP100 (problems per 100 vehicles), an increase of 0.9 PP100 since 2021 and 2.2 PP100 since 2020—the largest increase in the industry—and OEM smartphone applications with 5.3 PP100, an increase of 1.4 PP100 since 2021 and 1.3 PP100 since 2020. A lower score reflects higher quality and satisfaction.

    “Car manufacturers and tech companies are working together to create infotainment systems, however neither is taking responsibility as satisfaction is clearly on the decline,” said Ashley Edgar, senior director of global automotive supplier benchmarking and alternative mobility at JD Power. “Additionally, simplifying infotainment systems and focusing on connectivity to smartphones and OEM applications would be a good start to turning around satisfaction.”

    Top-performing vehicles in each segment are as follows:

    • Midsize/Large: Nissan Murano
    • Midsize/Large Premium: Chevrolet Corvette
    • Small/Compact: Ford Bronco Sport
    • Small/Compact Premium: Lexus IS

    The 2022 U.S. Multimedia Quality and Satisfaction Study is based on responses from 84,165 purchasers and lessees of new 2022 model-year vehicles who were surveyed after 90 days of ownership. The study was fielded from February through May 2022.

    For more information about the U.S. Multimedia Quality and Satisfaction Study, visit:  https://www.jdpower.com/business/automotive/us-multimedia-quality-and-satisfaction-study.

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

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

    Media Relations Contacts
    Geno Effler, JD Power; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

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

     

  • 2022 U.S. Wireless Customer Care Study—Volume 2

    Wireless Customer Care Satisfaction Declines as Staff Turnover Rises, JD Power Finds

    2022-07-27

    crescent.seward

    TROY, Mich.: 28 July 2022 — As wireless customers seek assistance from phone, store and website representatives, they are experiencing the negative effects of ongoing staff turnover. Longer wait times, lack of representative knowledge and less concern for the customer’s needs are causing a decline in satisfaction, according to the JD Power 2022 U.S. Wireless Customer Care StudySM—Volume 2, released today.

    “Wireless carriers are continuing to build award-winning customer care representatives in the aftermath of the pandemic,” said Ian Greenblatt, managing director at JD Power. “However, the process does take time—both to find the right people and to prepare them with training, knowledge and empathy. We’re seeing this in satisfaction scores for assisted wireless customer care, which is lower among store, phone and website channels in this volume of the study versus the most recent.”

    Study Rankings

    T-Mobile ranks highest in the mobile network operators segment with a score of 816.

    Cricket ranks highest in the mobile virtual network operators segment with a score of 824. Metro by T-Mobile (819) ranks second.

    Consumer Cellular ranks highest in the value mobile virtual network operators segment with a score of 849.

    The 2022 U.S. Wireless Customer Care Study—Volume 2 is based on responses from 15,986 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across six factors: store service; phone service; website service; app service; social media service; and text service. The studies were fielded from January through June 2022.

    For more information about the U.S. Wireless Customer Care Study, visit
    https://www.jdpower.com/business/tmt/us-wireless-customer-care-performance-study

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

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

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

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

     

  • 2022 U.S. Wireless Purchase Experience StudySM—Volume 2

    Rep Training and Tenure Crucial to Wireless Purchase Experience Satisfaction, JD Power Finds

    2022-08-09

    jillian.breska

    TROY, Mich.: 11 Aug. 2022 — Customer satisfaction with wireless purchase experience is declining due in part to wireless carrier representative retention and training challenges, according to the JD Power 2022 U.S. Wireless Purchase Experience StudySM—Volume 2, released today. In fact, respondents that had a wireless purchase experience in the past six months agree transactions are taking longer to complete and customers feel they’re putting more effort into the process than ever.

    “Staff retention constraints, shorter representative tenure and less training is leading to a longer time to complete the purchase, more perceived effort from the customer and, ultimately, a decrease in satisfaction,” said Ian Greenblatt, managing director at JD Power. “As consumers increase their device usage and reliance, the purchase experience becomes that much more important. The study finds that respondents believe they’re paying more and receiving less.”

    Study Rankings

    Among mobile network operators, T-Mobile ranks highest for a 10th consecutive volume, with a score of 797.

    Cricket ranks highest in the mobile virtual network operators segment with a score of 821. Metro by T-Mobile (810) ranks second and Spectrum Mobile (806) ranks third.

    Among value mobile virtual network operators, Consumer Cellular ranks highest for a 13th consecutive volume, with a score of 847.

    The study is based on responses from 14,056 customers who use any one of four purchase channels and evaluate the wireless purchase experience taking place via: phone calls; visits to a carrier store; the carrier website; or the carrier’s mobile app. Overall purchase experience satisfaction with both mobile network operators and mobile virtual network operators is measured in two factors: cost and promotions and purchase process. The study was fielded from January through June 2022.

    For more information about the U.S. Wireless Purchase Experience Study, visit https://www.jdpower.com/business/resource/us-wireless-purchase-experience-performance-studies

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

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

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

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