Category: Uncategorized

2013 Toyota Sales (Rejecter) and Service Retention Wave 3 Sweepstakes

NO PURCHASE OR ENTRY FEE NECESSARY TO ENTER OR WIN.

A PURCHASE WILL NOT IMPROVE YOUR CHANCES OF WINNING.

The 2013 Toyota Sales (Rejecter) and Service Retention Wave 3 Sweepstakes (“Sweepstakes”) begins at 12:01 am Eastern Time (“ET”) on 12/27/13 and ends at 11:59 p.m. ET on 6/30/14 (“Sweepstakes Entry Period”).

ELIGIBILITY: Sweepstakes is open to individuals who are legal residents of the 48 contiguous United States (including the District of Columbia) age 16 or older at time of entry and to whom this offer is specifically addressed. Officers, directors, employees, agents and representatives of JD Power and Associates (the “Sponsor”), and its parent company, subsidiaries, affiliates, advertising and promotion agencies, retailers, distributors (collectively, “Sweepstakes Entities”), and their immediate family members (defined as parents, siblings, children and spouses, regardless of where they reside) and/or those living in the same household of each (whether or not related) are not eligible to enter or win. Sweepstakes governed by U.S. law. Sweepstakes is subject to all applicable federal, state and local laws and regulations. Void in Alaska, Hawaii and where prohibited by law.

HOW TO ENTER: There are three methods of entry:

Method #1: Visit the URL provided in the offer you received and follow all onscreen instructions to enter the passcode (on the solicitation you received) and follow all instructions to complete and submit the free survey (“online entry(ies)”). You must complete the survey in order to be entered into the Sweepstakes online so it is received by the deadline date in offer or by 11:59 p.m. ET on 6/30/14; whichever date is sooner. Entry materials that have been tampered with or altered are void. In the event of a dispute over the identity of an online entrant, entry will be deemed submitted by the authorized account holder of the e-mail address submitted at time of entry. “Authorized account holder” is defined as the natural person who is assigned to an e-mail address by an Internet access provider, on-line service provider, or other organization (e.g., business, educational institution, etc.) that is responsible for assigning e-mail addresses for the domain associated with the submitted e-mail address.

Method #2: Or, if you receive the survey in the mail, you may enter by following the instructions to complete the survey and return it in the postage paid envelope provided so it is received by the deadline date specified in offer or by 6/30/14; whichever date is sooner.

Method #3: To enter Sweepstakes without completing the survey online, send a postcard with your name, address, phone number and email address (optional) to: 2013 Toyota Sales (Rejecter) and Service Retention Wave 3 Sweepstakes “Entries”, P.O. Box 9336, Medford, NY 11763-9336 (mail-in entry(ies)”). Mail-in entries must be postmarked between 12/27/13 and 6/30/14 and received by 7/7/14. Limit: One entry per person per offer, regardless of method of entry. Duplicate entries will be disqualified. Photocopied, illegible, incomplete or mechanically reproduced entries are not eligible. Sponsor is not responsible for lost, late, damaged, misdirected or postage due mail/entries. All entries and requests become the property of Sponsor and will not be acknowledged or returned.

CONSUMER DISCLOSURES: You have not yet won. Ends: 6/30/14. Ten (10) Prizes are guaranteed to be awarded. Each winner will receive a $500 value American Express Gift Card. Total value of all prizes: $5,000.00. Odds of winning depend on number of eligible entries received during the Sweepstakes Entry Period, estimated at 1:20,500.

Sponsor: JD Power and Associates , 2625 Townsgate Road, Suite 100, Westlake Village, CA 91361.

SELECTION OF WINNERS: Potential winners will be determined in a random drawing from among all eligible entries received during the Sweepstakes Entry Period. The random drawing will be conducted on or about 7/15/14 by Ventura Associates Int’l LLC, an independent judging organization (“judges”), whose decisions are final and binding in all matters relating to this Sweepstakes. Potential winners will be notified by telephone, and/or e-mail and/or first class mail on or about 7/15/14 and may be required to complete, sign and return an Affidavit/Declaration of Eligibility, Liability Release and Publicity Release (collectively, “Release”) within ten (10) days of date specified on notification. If a potential prize winner does not return the executed Release within ten (10) days, or if said e-mail and/or mail is returned as undeliverable, or if an entrant is otherwise found to be ineligible, or if the selected winner cannot accept or receive the prize for any reason, the potential prize winner will forfeit the prize and an alternate winner will be selected who will be subject to disqualification in the same manner. If a winner is considered to be a minor in his/her state of primary residence, a parent or legal guardian will be required to execute Affidavit/Release on winner’s behalf. The Sponsor reserves the right to modify the notification procedures in connection with the selection of an alternate winner, if any. Each gift card is non-transferable and may not be returned or redeemed for cash. No credit or cash given for unused portion. Gift Card will not be replaced if lost or stolen. Each gift card will be fulfilled within ninety (90) days from date of award. All fees, federal, state, local and income taxes or other expenses relating to the use, misuse, acceptance and possession of prize are the sole responsibility of each winner. Entry and acceptance of prize constitutes permission (except where prohibited by law) to use each winner’s name, prize won, hometown and likeness for online posting and promotional purposes without further compensation.

GENERAL & LIMITATIONS OF LIABILITY: Entrants agree to these Official Rules and the decisions of the judges and the Sponsor, and on their behalf, and on behalf of their respective heirs, executors, administrators, legal representatives, successors and assigns (“Releasing Parties”), release, defend and hold harmless the Sweepstakes Entities, as well as the employees, officers, directors and agents of each (“Released Parties”), from any and all actions, causes of action, suits, debts, dues, sums of money, accounts, reckonings, bonds, bills, specialties, covenants, contracts, controversies, agreements, promises, variances, trespasses, lost profits, indirect or direct damages, consequential damages, incidental damages, punitive or exemplary damages, judgments, extent, executions, claims and demands whatsoever, in law, admiralty or equity, whether known or unknown, foreseen or unforeseen, against Released Parties which any one or more of the Releasing Parties ever had, now have or hereafter can, shall or may have which in any way arise out of or result from entrant’s participation, acceptance and use or misuse of prize. In the event Sponsor is prevented from continuing with the Sweepstakes as contemplated herein by any event beyond its control, or otherwise, including but not limited to fire, flood, hurricane, earthquake, explosion, labor dispute or strike, act of God or public enemy, satellite or equipment failure, riot or civil disturbance, terrorist threat or activity, war (declared or undeclared) or any federal, state, or local government law, order, or regulation, or order of any court or other cause, or concerns regarding the safety of any winner or guest, Sponsor shall have the right, to modify, suspend, extend or terminate the Sweepstakes in whole or in part, at any time and without notice or obligation. Entrants assume all liability for any injury, including death or damage caused or claimed to be caused, by participation in this Sweepstakes or use, misuse or redemption of any prize. This Sweepstakes shall be governed by and interpreted under the laws of the State of New York, U.S.A. without regard to its conflicts of laws provisions. Entrants hereby agree that any and all disputes, claims, causes of action, or controversies (“Claims”) arising out of or in connection with this Sweepstakes shall be resolved, upon the election by entrant or Sponsor, by arbitration pursuant to this provision and the code of procedures of either the National Arbitration Forum (“NAF”) or the American Arbitration Association (“AAA”), as selected by the entrant. IF ARBITRATION IS CHOSEN BY ANY PARTY WITH RESPECT TO A CLAIM, NEITHER PARTY WILL HAVE THE RIGHT TO LITIGATE THAT CLAIM IN COURT OR HAVE A JURY TRIAL ON THAT CLAIM. FURTHER, NEITHER SPONSOR NOR ENTRANT WILL HAVE THE RIGHT TO PARTICIPATE IN A REPRESENTATIVE CAPACITY ON BEHALF OF THE GENERAL PUBLIC OR OTHER PERSONS SIMILARLY SITUATED, OR AS A MEMBER OF ANY CLASS OF CLAIMANTS PERTAINING TO ANY CLAIM SUBJECT TO ARBITRATION. EXCEPT AS SET FORTH BELOW, THE ARBITRATOR’S DECISION WILL BE FINAL AND BINDING. NOTE THAT OTHER RIGHTS THAT ENTRANT WOULD HAVE IF ENTRANT WENT TO COURT ALSO MAY NOT BE AVAILABLE IN ARBITRATION. ANY CLAIMS, JUDGMENTS AND/OR AWARDS SHALL BE LIMITED TO ACTUAL OUT-OF-POCKET COSTS ASSOCIATED WITH ENTERING THIS SWEEPSTAKES. ENTRANT HEREBY WAIVES ANY RIGHTS OR CLAIMS TO ATTORNEY’S FEES, INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ENTRANT, WHETHER FORESEEABLE OR NOT AND WHETHER BASED ON NEGLIGENCE OR OTHERWISE. The arbitrator’s authority to resolve Claims is limited to Claims between Sponsor and entrant alone, and the arbitrator’s authority to make awards is limited to awards to Sponsor and entrant alone. Furthermore, claims brought by either party against the other may not be joined or consolidated in arbitration with Claims brought by or against any third party, unless agreed to in writing by all parties. No arbitration award or decision will have any preclusive effect as to issues or claims in any dispute with anyone who is not a named party to the arbitration. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, therefore such exclusions may not apply to you. Notwithstanding any other provision in this Agreement and without waiving either party’s right to appeal such decision, should any portion of this provision be deemed invalid or unenforceable, then the entire provision (other than this sentence) shall not apply. Sponsor is not responsible for any typographical or other error in the printing of the offer, administration of the Sweepstakes or in the announcement of prize. Entry materials/data that have been tampered with or altered, or mass entries or entries generated by a script, macro or use of automated devices are void. The Sponsor is not responsible for: (i) lost, late, misdirected, damaged, postage due or illegible entries; (ii) error, omission, interruption, deletion, defect, delay in operations or transmission, theft or destruction or unauthorized access to or alterations of entry materials, or for technical, network, telephone equipment, electronic, computer, hardware or software malfunctions of any kind, or inaccurate transmission of or failure to receive entry information by Sponsor on account of technical problems or traffic congestion on the Internet or at any web site or any combination thereof; (iii) any injury or damage to entrant’s or any other person’s computer related to or resulting from participating in the Sweepstakes, or (iv) the failure of any third party to comply with the instructions and proper administration of this Sweepstakes. By participating in the Sweepstakes, entrants (i) agree to be bound by these Official Rules, including all eligibility requirements, and (ii) agree to be bound by the decisions of Sponsor and the independent judging organization, which are final and binding in all matters relating to the Sweepstakes. Failure to comply with these Official Rules may result in disqualification from the Sweepstakes. Sponsor reserves the right to: permanently disqualify from any sweepstakes it sponsors any person it believes has intentionally violated these Official Rules; and terminate the Sweepstakes or the online portion if it becomes technically corrupted (including if a computer virus or system malfunction inalterably impairs its ability to conduct the Sweepstakes), or to select winners from among all eligible entries received prior to termination. LEGAL WARNING: ANY ATTEMPT BY AN INDIVIDUAL, WHETHER OR NOT AN ENTRANT, TO DELIBERATELY INTERFERE WITH THE OPERATION OF THE SWEEPSTAKES, IS A VIOLATION OF CRIMINAL & CIVIL LAWS AND SPONSOR RESERVES THE RIGHT TO SEEK DAMAGES AND DILIGENTLY PURSUE ALL REMEDIES AGAINST ANY SUCH INDIVIDUAL TO THE FULLEST EXTENT PERMITTED BY LAW.

LIST OF WINNERS: For a list of winners (available after 9/30/14) send a stamped, self-addressed envelope (return postage not required for Vermont residents) by 9/30/14 to: 2013 Toyota Sales (Rejecter) and Service Retention Wave 3 Sweepstakes Winners, c/o: Ventura Associates International LLC – Attn.: CS, 60 East 42nd Street, Ste. 650, New York, NY 10165.

MAIL PREFERENCE: To opt out of future survey offers from JD Power and Associates, please visit http://businesscenter.jdpower.com/OptOut.aspx

PRIVACY: To learn more about the ways Sponsor may use and share your information and about your privacy choices, read the JD Power and Associates Privacy Notice at http://www.jdpower.com/privacy

2014 Pooled Auto Study Sweepstakes

See the Official Winner >

 

Official Rules

NO PURCHASE OR ENTRY FEE NECESSARY TO ENTER OR WIN.

A PURCHASE WILL NOT IMPROVE YOUR CHANCES OF WINNING.

ELIGIBILITY: The 2014 Pooled Auto Study Sweepstakes (“Sweepstakes”) is open to individuals who are legal residents of the 50 United States (including the District of Columbia) who: 1) have reached the age of majority (18 except in the state of AL 19, MS 21, and NE 19) in the state they reside at the time of entry; and 2) to whom this offer is specifically addressed. Officers, directors, employees, agents and representatives of JD Power and Associates (the “Sponsor”), and its parent company, subsidiaries, affiliates, advertising and promotion agencies, retailers, distributors (collectively, “Sweepstakes Entities”), and their immediate family members (defined as parents, siblings, children and spouses, regardless of where they reside) and/or those living in the same household of each (whether or not related) are not eligible to enter or win. Sweepstakes governed by U.S. law. Sweepstakes is subject to all applicable federal, state and local laws and regulations. Void where prohibited by law.

HOW TO ENTER: There are three methods of entry: Method #1: Visit the URL provided in the offer you received and follow all onscreen instructions to enter the passcode (on the solicitation you received) and follow all instructions to complete and submit the free survey (“online entry(ies)”) by date specified elsewhere in the offer you received or by the Sweepstakes Entry Period, whichever is sooner. You must complete the survey in order to be entered into the Sweepstakes online. All online entries must be received between 12:01 a.m., Eastern Time (ET) on 1/1/14 and 11:59 p.m. ET 12/31/14. (“Sweepstakes Entry Period“). Entry materials that have been tampered with or altered are void. In the event of a dispute over the identity of an online entrant, entry will be deemed submitted by the authorized account holder of the e-mail address submitted at time of entry. “Authorized account holder” is defined as the natural person who is assigned to an e-mail address by an Internet access provider, on-line service provider, or other organization (e.g., business, educational institution, etc.) that is responsible for assigning e-mail addresses for the domain associated with the submitted e-mail address. Method #2: Or, If you receive the survey in the mail, you may enter by following the instructions to complete the survey and return it in the postage-paid envelope provided. To be eligible for a sweepstakes mail entry, your survey/entry must be postmarked between 1/1/14 and 12/31/14 and received by 1/6/15. Method #3: Or, To enter Sweepstakes without completing the survey, send a postcard with your name, address, phone number and email address (optional) to: 2014 Pooled Auto Study Sweepstakes Entries, P.O. Box 9308, Medford, NY 11763-9308 (“mail-in entry(ies)”). Mail-in entries must be postmarked between 1/1/14 and 12/31/14 and received by 1/6/15. Limit: One entry per person per offer, regardless of method of entry. Duplicate entries will be disqualified. Photocopied, illegible, incomplete or mechanically reproduced entries are not eligible. Sponsor is not responsible for lost, late, damaged, misdirected or postage due mail/entries. All entries and requests become the property of Sponsor and will not be acknowledged or returned.

CONSUMER DISCLOSURES: You have not yet won. Ends: 12/31/14. Prize: One (1) Grand Prize: $100,000.00. Prize awarded in the form of a corporate check payable in the name of the winner. Prize will be fulfilled within 90 days from date of award. Odds of winning depend on number of eligible entries received during the Sweepstakes Entry Period, estimated at 1:450,000. Sponsor: JD Power and Associates, 2625 Townsgate Road, Suite 100, Westlake Village, CA 91361.

SELECTION OF WINNER: Potential winner will be determined in a random drawing from among all eligible entries received during the Sweepstakes Entry Period. The random drawing will be conducted on or about 1/30/15 by Ventura Associates, an independent judging organization (“judges”), whose decisions are final and binding in all matters relating to this Sweepstakes. Potential winner will be notified by telephone, and/or e-mail and/or first class mail on or about 1/30/15. Winner will be required to complete, sign and return an Affidavit/Declaration of Eligibility, Liability Release and Publicity Release (collectively, “Release”) within ten (10) days of date specified on notification. If a potential prize winner does not return the executed Release within ten (10) days, or if said e-mail and/or mail is returned as undeliverable, or if an entrant is otherwise found to be ineligible, or if the selected winner cannot accept or receive the prize for any reason, the potential prize winner will forfeit the prize and an alternate winner will be selected who will be subject to disqualification in the same manner. The Sponsor reserves the right to modify the notification procedures in connection with the selection of an alternate winner, if any. The prize is non-transferable. Sponsor reserves the right to substitute a prize of equal or greater monetary value at its sole discretion. All fees, federal, state, local and income taxes or other expenses relating to the use, misuse, acceptance and possession of prize are the sole responsibility of the winner. Entry and acceptance of prize constitutes permission (except where prohibited by law) to use winner’s name, prize won, hometown and likeness for online posting and promotional purposes without further compensation.

GENERAL & LIMITATIONS OF LIABILITY: Entrants agree to these Official Rules and the decisions of the judges and the Sponsor, and on their behalf, and on behalf of their respective heirs, executors, administrators, legal representatives, successors and assigns (“Releasing Parties”), release, defend and hold harmless the Sweepstakes Entities, as well as the employees, officers, directors and agents of each (“Released Parties”), from any and all actions, causes of action, suits, debts, dues, sums of money, accounts, reckonings, bonds, bills, specialties, covenants, contracts, controversies, agreements, promises, variances, trespasses, lost profits, indirect or direct damages, consequential damages, incidental damages, punitive or exemplary damages, judgments, extent, executions, claims and demands whatsoever, in law, admiralty or equity, whether known or unknown, foreseen or unforeseen, against Released Parties which any one or more of the Releasing Parties ever had, now have or hereafter can, shall or may have which in any way arise out of or result from entrant’s participation, acceptance and use or misuse of prize. In the event Sponsor is prevented from continuing with the Sweepstakes as contemplated herein by any event beyond its control, or otherwise, including but not limited to fire, flood, hurricane, earthquake, explosion, labor dispute or strike, act of God or public enemy, satellite or equipment failure, riot or civil disturbance, terrorist threat or activity, war (declared or undeclared) or any federal, state, or local government law, order, or regulation, or order of any court or other cause, or concerns regarding the safety of any winner or guest, Sponsor shall have the right, to modify, suspend, extend or terminate the Sweepstakes in whole or in part, at any time and without notice or obligation. Entrants assume all liability for any injury, including death or damage caused or claimed to be caused, by participation in this Sweepstakes or use, misuse or redemption of any prize. This Sweepstakes shall be governed by and interpreted under the laws of the State of New York, U.S.A. without regard to its conflicts of laws provisions. Entrants hereby agree that any and all disputes, claims, causes of action, or controversies (“Claims”) arising out of or in connection with this Sweepstakes shall be resolved, upon the election by entrant or Sponsor, by arbitration pursuant to this provision and the code of procedures of either the National Arbitration Forum (“NAF”) or the American Arbitration Association (“AAA”), as selected by the entrant. IF ARBITRATION IS CHOSEN BY ANY PARTY WITH RESPECT TO A CLAIM, NEITHER PARTY WILL HAVE THE RIGHT TO LITIGATE THAT CLAIM IN COURT OR HAVE A JURY TRIAL ON THAT CLAIM. FURTHER, NEITHER SPONSOR NOR ENTRANT WILL HAVE THE RIGHT TO PARTICIPATE IN A REPRESENTATIVE CAPACITY ON BEHALF OF THE GENERAL PUBLIC OR OTHER PERSONS SIMILARLY SITUATED, OR AS A MEMBER OF ANY CLASS OF CLAIMANTS PERTAINING TO ANY CLAIM SUBJECT TO ARBITRATION. EXCEPT AS SET FORTH BELOW, THE ARBITRATOR’S DECISION WILL BE FINAL AND BINDING. NOTE THAT OTHER RIGHTS THAT ENTRANT WOULD HAVE IF ENTRANT WENT TO COURT ALSO MAY NOT BE AVAILABLE IN ARBITRATION. ANY CLAIMS, JUDGMENTS AND/OR AWARDS SHALL BE LIMITED TO ACTUAL OUT-OF-POCKET COSTS ASSOCIATED WITH ENTERING THIS SWEEPSTAKES. ENTRANT HEREBY WAIVES ANY RIGHTS OR CLAIMS TO ATTORNEY’S FEES, INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ENTRANT, WHETHER FORESEEABLE OR NOT AND WHETHER BASED ON NEGLIGENCE OR OTHERWISE. The arbitrator’s authority to resolve Claims is limited to Claims between Sponsor and entrant alone, and the arbitrator’s authority to make awards is limited to awards to Sponsor and entrant alone. Furthermore, claims brought by either party against the other may not be joined or consolidated in arbitration with Claims brought by or against any third party, unless agreed to in writing by all parties. No arbitration award or decision will have any preclusive effect as to issues or claims in any dispute with anyone who is not a named party to the arbitration. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, therefore such exclusions may not apply to you. Notwithstanding any other provision in this Agreement and without waiving either party’s right to appeal such decision, should any portion of this provision be deemed invalid or unenforceable, then the entire provision (other than this sentence) shall not apply. Sponsor is not responsible for any typographical or other error in the printing of the offer, administration of the Sweepstakes or in the announcement of prize. Entry materials/data that have been tampered with or altered, or mass entries or entries generated by a script, macro or use of automated devices are void. The Sponsor is not responsible for: (i) lost, late, misdirected, damaged, postage due or illegible entries; (ii) error, omission, interruption, deletion, defect, delay in operations or transmission, theft or destruction or unauthorized access to or alterations of entry materials, or for technical, network, telephone equipment, electronic, computer, hardware or software malfunctions of any kind, or inaccurate transmission of or failure to receive entry information by Sponsor on account of technical problems or traffic congestion on the Internet or at any web site or any combination thereof; (iii) any injury or damage to entrant’s or any other person’s computer related to or resulting from participating in the Sweepstakes, or (iv) the failure of any third party to comply with the instructions and proper administration of this Sweepstakes. By participating in the Sweepstakes, entrants (i) agree to be bound by these Official Rules, including all eligibility requirements, and (ii) agree to be bound by the decisions of Sponsor and the independent judging organization, which are final and binding in all matters relating to the Sweepstakes. Failure to comply with these Official Rules may result in disqualification from the Sweepstakes. Sponsor reserves the right to: permanently disqualify from any sweepstakes it sponsors any person it believes has intentionally violated these Official Rules; and terminate the Sweepstakes or the online portion if it becomes technically corrupted (including if a computer virus or system malfunction inalterably impairs its ability to conduct the Sweepstakes), or to select winner from among all eligible entries received prior to termination. LEGAL WARNING: ANY ATTEMPT BY AN INDIVIDUAL, WHETHER OR NOT AN ENTRANT, TO DELIBERATELY INTERFERE WITH THE OPERATION OF THE SWEEPSTAKES, IS A VIOLATION OF CRIMINAL & CIVIL LAWS AND SPONSOR RESERVES THE RIGHT TO SEEK DAMAGES AND DILIGENTLY PURSUE ALL REMEDIES AGAINST ANY SUCH INDIVIDUAL TO THE FULLEST EXTENT PERMITTED BY LAW.

WINNER’S NAME: For the name of the winner (available after 2/28/15) send a stamped, self-addressed envelope (postage not required for Vermont residents) by 2/28/15 to: 2014 Pooled Auto Study Sweepstakes Winner, c/o: Ventura Associates – Attn. CS, 60 East 42nd Street, Ste. 650, New York, NY 10165.

MAIL PREFERENCE: To opt out of future survey offers from JD Power and Associates, please visit http://businesscenter.jdpower.com/OptOut.aspx

PRIVACY: To learn more about the ways Sponsor may use and share your information and about your privacy choices, read the JD Power and Associates Privacy and Cookie Notice at http://www.jdpower.com/privacy

Certified Call Center Program

Certified Call Centers

For call centers seeking to distinguish themselves in this highly competitive marketplace, the JD Power Call Center Certification Program sends a clear and unequivocal message that your call center is focused on providing the highest levels of customer satisfaction, is process-oriented and professionally managed.

JD Power Certified Call Centers

• Audi Customer Relations
• The Hartford Consumer Markets – Auto & Home Insurance

Telehealth Usage Surging but Service Issues and Barriers to Access Strain Patient Experience, JD Power Finds

2021-09-29

TROY, Mich.: 30 Sept. 2021 — By all accounts, telehealth has transformed healthcare delivery over the past 18 months as droves of patients have adopted the technology as a safe, immediate and convenient way to access care. However, with telehealth utilization surging 36% among survey respondents during the past year, the industry has begun to experience some growing pains. According to the JD Power 2021 U.S. Telehealth Satisfaction Study,^SM released today, service limitations, difficulty accessing care and inconsistent care are some of the headwinds the telehealth industry is confronting as it matures.

“It’s impossible to ignore that 36% of the healthcare customers we measure within our research have used telehealth services this year—which is four times higher than a year ago,” said James Beem, managing director of global healthcare intelligence at JD Power. “However, digging deeper into the research, it’s clear that customer satisfaction has declined during the same period, with many users citing limited access to the services they need and inconsistencies in the care they receive. As the industry grows, it is critical to address these challenges.”

Following are some key findings of the 2021 study:

• Telehealth adoption spikes across all generations in 2021: Overall, 36% of patients have accessed telehealth services during the past year, up from just 9% in 2020 and 7% in 2019. Usage is consistent across all generational groups, with the highest usage among members of Generation Y and Pre-Boomers.¹
• Convenience, speed and safety drive utilization: The top reasons for telehealth utilization are convenience (57%); ability to receive care quickly (47%); and safety (36%).
• Patient satisfaction declines as pain points emerge: Overall satisfaction with both direct-to-consumer and payer-sponsored telehealth services decline in 2021 from 2020. The most frequently cited barriers encountered by patients are limited services (24%); lack of awareness of costs (15%); confusing technology requirements (15%); and lack of information about providers (15%).
• Uneven care for higher-risk patients: Overall satisfaction is 85 points lower (on a 1,000-point scale) among patients with the lowest self-reported health status than among patients who consider themselves to be in excellent health. Similarly, healthier patients are more likely than less healthy patients to understand the information provided during the visit; say they receive clear explanations; perceive that their visits are highly personalized; and obtain high-quality diagnoses.

Study Rankings

Teladoc ranks highest in telehealth satisfaction among direct-to-consumer brands, with a score of 874. MDLIVE (868) ranks second and MyTelemedicine (859) ranks third.

UnitedHealthcare ranks highest among payers of health plan-provided telehealth services with a score of 868. Humana (865) and Kaiser Foundation Health Plan (865) rank second in a tie.

The JD Power U.S. Telehealth Satisfaction Study, now in its third year, measures customer satisfaction with their telehealth service experience based on four factors (in order of importance): customer service (42%); consultation (28%); enrollment (19%); and billing and payment (11%). The study is based on responses of 4,676 healthcare customers who used a telehealth service within the past 12 months. It was fielded in June-July 2021.

For more information about the 2021 U.S. Telehealth Satisfaction Study, visit

https://www.jdpower.com/business/resource/us-telehealth-study.

To view the online press release, please visit http://www.jdpower.com/pr-id/2021122.

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

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¹ JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004).Millennials(1982-1994) are a subset of Gen Y.

 

Big Banks Edge Out Payment Specialists in Competitive Battle for Merchant Services Satisfaction, JD Power Finds

2020-02-25

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TROY, Mich.: 27 Feb. 2020 — With new business applications in the U.S. climbing to post-recession highs,¹ merchant services providers are locked in a competitive battle to become small businesses’ preferred means of accepting credit card and mobile payments. According to the JD Power 2020 U.S. Merchant Services Satisfaction Study,^SM released today, the large U.S. banks are currently leading the way by delivering the best overall customer experience for both e-commerce and brick-and-mortar small businesses, but fintech payments specialists such as PayPal and Square are hot on their heels.

The study evaluates satisfaction among small businesses with 31 merchant services providers and explores the key variables that influence engagement, brand image and satisfaction based on five factors (in order of importance): cost of service; security and chargeback management; payment processing; equipment and technology; and service interactions. Three peer groups of merchant services providers were evaluated: Banks (Bank of America, BB&T, Capital One, Chase, Citi, PNC, Santander, SunTrust, U.S. Bank, Wells Fargo); Payment Specialists (Adven, Braintree, CardConnect, EVO Payments, Intuit Quickbooks, Paya, PayPal, PaySafe, Shopify, Square, Stripe); and Merchant Acquirers (Elavon, First American, First Data, FIS, Global Payments, Heartland Payment Systems, North American Bancard, OpenEdge, TSYS, Worldpay). Nineteen of these providers are include in the final study satisfaction rankings.

“Traditional banks have a natural advantage in providing merchant services to small businesses by virtue of their existing relationships with business owners,” said Paul McAdam, senior director of banking intelligence at JD Power. “Similarly, payment specialists such as PayPal and Square have built strong brands and satisfaction by providing small businesses with easy, reliable ways to accept a variety of card and digital payment options. They provide the technology and security a small business requires, along with fee structures that are easily understood.”

Following are key findings of the 2020 study:

• Banks slightly outperform payment specialists: On a peer group basis, small business merchant services offerings from large banks have the highest levels of overall satisfaction, scoring 863 (on a 1,000-point scale). They are closely followed by the payment specialists peer group (854), which includes PayPal, Square, Stripe, Intuit Quickbooks and others.
   
• Many business owners poised to switch providers: Not all small business owners are happy with their current provider; 27% say they “definitely will” consider switching to another merchant services provider during the next 12 months.
   
• Bank/merchant acquirer partnerships show promise: While banks deliver higher levels of merchant services customer satisfaction when compared to payment specialists and merchant acquirers on their own, the highest overall levels of customer satisfaction found in the study occur when banks are partnered with merchant acquirers. Overall satisfaction among bank small-business clients that have encountered a third-party merchant acquirer within their business banking relationship averages 873 vs. 854 among those small businesses that have no knowledge a third-party merchant acquirer’s involvement.
   
• E-commerce small businesses more satisfied than physically based businesses: Overall satisfaction with their merchant services provider is highest among e-commerce merchants (860). Overall satisfaction is significantly lower among physically based businesses that accept card present or digital wallet payments (808). Small businesses that accept payments through mobile or wireless card readers are more satisfied (830) than those that use a credit card terminal attached to a point-of-sale system (800).
   
• Younger business owners significantly more satisfied: Millennial and Gen Z² business owners have the highest overall merchant services satisfaction when compared with older age groups. Both Millennials and Gen Z business owners provide the highest satisfaction ratings to bank-owned merchant services providers compared with specialist providers.

“These are indicators that the combination of bank strengths and acquirer partner strengths has contributed to the strong satisfaction scores of large banks,” McAdam said. “This is positive for banks, and likely a necessity, as this study tells us that large banks and payment specialists such as PayPal, Square and Stripe will be locked in a competitive battle to provide payment and other types of financial services to small businesses.”

Study Rankings

U.S. Bank Payment Solutions ranks highest in merchant services satisfaction with a score of 882. BB&T Merchant Services (873) ranks second and PayPal (871) ranks third. Seven of the top 10 ranked providers are banks and three are payment specialists. U.S. Bank Payment Solutions provides merchant services to its small business clients through its subsidiary, Elavon. 

The study rankings reveal the effects of the various distribution, sales and operating models used in the fragmented, small merchant market. Most of the banks included in the study provide merchant services to their small business clients via deep business relationships with merchant acquirers including First Data (Fiserv), Worldpay (FIS) and TSYS (Global Payments). See the table below for the primary merchant acquirer partnered with each bank at the time of study fielding. These merchant acquirers also manage direct, standalone merchant services businesses that appear in the study rankings. Given the prevalence of outsourced processing relationships—and occasionally having less control over pricing and servicing due to ISO/reseller relationships—it is not unexpected that merchant acquirers achieve lower satisfaction in some of the markets they serve.     

 

Bank Brand	Primary Merchant Acquirer
Bank of America Merchant Services	First Data (Fiserv)
BB&T Merchant Services	TSYS (Global Payments)
Capital One Merchant Services	Worldpay (FIS)
Chase Merchant Services	Chase
Citi Merchant Services	First Data (Fiserv)
PNC Merchant Services	First Data (Fiserv)
Santander Merchant Services*	First Data (Fiserv)
SunTrust Merchant Services*	First Data (Fiserv)
U.S. Bank Payment Solutions	Elavon (U.S. Bank)
Wells Fargo Merchant Services	First Data (Fiserv)

*Santander Merchant Services and SunTrust Merchant Services are included in the study, but not included in the satisfaction index rank chart because their sample sizes fall below the minimum requirement for study rankings.

The JD Power 2020 U.S. Merchant Services Satisfaction Study is based on responses from 5,344 small business customers of merchant services providers. The study was fielded in October-November 2019.

For more information about the U.S. Merchant Services Satisfaction Study, visit https://www.jdpower.com/business/resource/us-merchant-services-study.

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

Media Relations Contacts
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; Huntington, NY.; 631-584 2200; [email protected]

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¹U.S. Census Bureau Business Formation Statistics, Fourth Quarter 2019. https://www.census.gov/econ/bfs/pdf/bfs_current.pdf.

²Generational grouping: Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1981); Millennials (1982-1994); and Gen Z (1995 to present).

 

Homeowners’ Satisfaction with Property Claims Reaches Record High as Insurers Focus on Relationship Management, JD Power Finds

2020-02-25

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TROY, Mich.: 27 Feb. 2020 — Filing a claim with a homeowners insurance company is a make-or-break opportunity for insurers to positively engage with their customers, and, according to the JD Power 2020 U.S. Property Claims Satisfaction Study,^SM insurers are rising to the occasion. Overall customer satisfaction with the property claims process has reached a record high, with year-over-year improvements realized across the majority of insurers evaluated in the study.

“Home insurers have spent a great deal of time and money refining their claims processing capabilities through a combination of improved client relationship management, enhanced technology and improved quality control,” said David Pieffer, property & casualty lead for insurance intelligence at JD Power. “Getting this formula right is critical for insurers because any customer perception of undue effort or unnecessary delays experienced on the part of the customer in the claims process is directly correlated with increased shopping for a new insurer.”

Following are some key findings of the 2020 study:

• Property claims satisfaction reaches record high, topping other service industries: Overall customer satisfaction with homeowners insurance property claims is 881 (on a 1,000-point scale), a significant increase from last year and a record high for the study. This score also represents the highest overall customer satisfaction level among all current JD Power consumer-based service studies in the United States and Canada, including auto claims (868); mail order pharmacy (867); and direct banking (860).
   
• Premium increases and cumbersome claims processes spur attrition: Two of the factors most likely to drive homeowners insurance customers to shop their policies with other carriers are claim-related premium increases and the necessity of exerting a high level of effort to get the claim resolved. When homeowners insurers miss the mark on these two factors, overall satisfaction decreases by 85 points and customers become 13.5 times more likely to shop for a new policy.
   
• Technology helps, but claimants not ready for fully digital claims: Digital solutions for first notice of loss (FNOL) and estimation, along with self-service account management tools are having a positive effect on convenience and speed of the claims process, but few claimants say they are ready for fully digital claims. More than one-fourth (27%) of customers still prefer the entire claims process to be handled offline and just 4% say they would prefer a digital-only claims experience.

Study Rankings

Amica Mutual ranks highest in property insurance claims experience for a ninth consecutive year, achieving a score of 902. The Hartford ranks second with a score of 896, followed by Farmers with a score of 893.

The U.S. Property Claims Satisfaction Study measures satisfaction with the property claims experience among insurance customers who have filed a claim for damages by examining five factors (listed in order of importance): settlement; claim servicing; FNOL; estimation process; and repair process. The 2020 study is based on responses from 6,025 homeowners insurance customers and was fielded between April and December 2019.

For more information about the U.S. Property Claims Satisfaction Study, visit  https://www.jdpower.com/business/resource/us-property-claims-satisfaction-study

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

Media Relations Contacts
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; Huntington, NY.; 631-584-2200; [email protected]

 

February Retail Sales to Surpass More Than a Million Units For Only Third Time Since 2005

2020-02-25

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The Retail Sales Forecast

New-vehicle retail sales in February are expected to be up from a year ago, according to a forecast developed jointly by JD Power and LMC Automotive. Retail sales are projected to reach 1,016,000 units, a 0.2% increase compared with February 2019. Reporting the same numbers without controlling for the number of selling days translates to an increase of 8.5% over last year. (Note: February 2020 contains one extra weekend and two additional selling days than February 2019.)

The Total Sales Forecast

Total sales in February are projected to reach 1,332,200 units, a 1.8% decrease compared with February 2019. Reporting the same numbers without controlling for the number of selling days translates to an increase of 6.4% over last year. The seasonally adjusted annualized rate (SAAR) for total sales is expected to be 16.5 million units, flat from a year ago.

The Takeaway

Thomas King, President of the Data and Analytics Division at JD Power:
“The once-in-a-generation sales calendar quirk means that February retail sales will exceed one million units for only the third time in the last 15 years.” The combination of the leap year and industry sales reporting practice means that this year’s sales month contains five weekends. The last time this happened was 28 years ago in 1992.

With the second consecutive month of year-over-year gains, the industry is off to its strongest start since 2017. Yet, record levels of spending are still being utilized to support the underlying volume. Incentive spending is on pace to reach $4,179 in February, the highest ever for the month and an increase of $293 from last year. Spending on cars is expected to be up $97 to $3,746, while spending on trucks/SUVs is up $353 to $4,335.

“Last year it took until September for the industry to reach the current spend levels,” King noted. “While the coronavirus has had no meaningful effect on production yet, it does have the potential to reduce overall inventory levels and lower the need for continued elevated incentives. If unhealthy inventory levels persist throughout the year, however, manufacturers may be faced with spend levels that are pacing towards $5,000 by next year.”

—–

Transaction prices continue to remain a bright spot for the industry and are on pace to rise by 2.8% to $34,152, the highest level ever for the month of February. This is being partially driven by the shift away from cars towards more expensive trucks/SUVs. Car mix is anticipated to fall to 26.4%, down three percentage points from last year and the lowest level ever for the month of February. At the current pace, car mix for the industry will fall below 23% by December.

Record prices, coupled with the growth in sales, means that consumers are expected to spend $34.7 billion on new vehicles in February. This is up nearly $3.6 billion from last year and another record to start the year.

—–

Looking ahead, the advantage of the unique calendar in February means that March will be at a slight disadvantage. March contains only 25 selling days, the lowest number since 2015 and one less weekend compared with last year. “With retail sales expected to post declines, it’s important not to evaluate the month in isolation; rather, it highlights the importance of evaluating performance over a longer period to get a complete picture of the sales pace,” King said.

Sales & SAAR Comparison

JD Power and LMC Automotive U.S. Sales and SAAR Comparisons

	February 20201	January 2020	February 2019
New-Vehicle Retail Sales	1,016,000 units (+0.2% higher than February 2019)2	874,968 units	936,037 units
Total Vehicle Sales	1,332,200 units (-1.8% lower than February 2019)2	1,128,392 units	1,252,428 units
Retail SAAR	12.9 million units	13.6 million units	12.7 million units
Total SAAR	16.5 million units	16.8 million units	16.5 million units

¹Figures cited for February 2020 are forecasted based on the first 13 selling days of the month.

²February 2020 has 26 selling days, two more days than February 2019.

The Details

• The average new-vehicle retail transaction price in February is expected to reach $34,152. The previous high for the month of February, $33,208, was set in February 2019.
   
• Average incentive spending per unit in February is expected to reach $4,179, up from $3,886 last year. The previous record for the month—$4,008—was set in 2018.
   
• Incentive spending on cars is expected to be up $97 to $3,746, while spending on trucks/SUVs is up $353 to $4,335.
   
• Consumers are on pace to spend $34.7 billion on new vehicles in February, up $3.6 billion from February 2019.
   
• Trucks/SUVs account for 72.9% of new-vehicle retail sales through Feb. 16, the highest level ever for the month of February.
   
• Days to turn, the average number of days a new vehicle sits on a dealer lot before being sold to a retail customer, is 72 days (through Feb. 16). This is flat from a year ago.
   
• Fleet sales are expected to total 316,260 units, down 7.7% from February 2019. Fleet volume is expected to account for 24% of total light-vehicle sales, down from 25% a year ago.

Outlook for the Year

Jeff Schuster, President, Americas Operations and Global Vehicle Forecasts, LMC Automotive:
“Uncertainty seems to be the buzz word for the auto industry right now, even if the causes change. While we expect the light vehicle market to decline further in 2020, the factors that play a part in that decline are numerous. The coronavirus is not expected to have an immediate effect on sales in the U.S. but its effect on the global supply chain and production puts every global manufacturer and the global economy potentially at risk. A slowing U.S. economy and higher transaction prices are already contributing to the headwinds.”

The 2020 outlook for total light-vehicles sales is holding at 16.8 million units, a decline of 1.1% from 2019. Retail light-vehicle sales in 2020 are also expected to decline by 1.5% to 13.5 million units. Fleet share of total light-vehicles is now expected to hold at 19.5%, consistent with 2019.

Media Relations Contacts
Geno Effler; JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
Emmie Littlejohn; LMC Automotive; Troy, Mich.; 248-817-2100; [email protected]

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

About LMC Automotive www.lmc-auto.co

 

Coronavirus Fallout: Vehicle Service Customer Satisfaction Improves, but Dealers Should Prepare for Parts Shortages and Dissatisfied Owners, JD Power Finds

1970-01-01

TROY, Mich.: 12 March 2020 — As the coronavirus crisis continues to interrupt global supply chains, auto dealers are bracing for parts shortages that could undermine hard-fought gains made in customer satisfaction over the past few years. According to the JD Power 2020 Customer Service Index (CSI) Study,^SM released today, overall satisfaction increases to 837 (on a 1,000-point scale), marking the fifth consecutive year of increasing satisfaction. As the crisis unfolds, however, the ability to meet customer expectations for prompt service and repairs will be undermined.

“There’s no telling how widespread or long lasting the ripple effect of the coronavirus will be for the automotive industry, but it inevitably will have a financial effect on dealers’ service business,” said Chris Sutton, vice president of the U.S. automotive retail practice at JD Power. “Automakers and dealers need to prioritize securing sources for their parts supplies or face the consequences of losing business. Customers will be initially understanding of coronavirus consequences, but shortages will continue well beyond the current public health crisis. Customers will not understand in August, for example, why there are no parts to repair their vehicles.

“Performing work right the first time is the most critical activity for service satisfaction, and dealers now do a good job by successfully completing work 94% of the time,” Sutton said. “Under normal circumstances, 20% of the work that isn’t completed the first time is due to parts being unavailable, which is a source of frustration for customers. That 20% could dramatically increase due to parts suppliers’ extended shutdowns in China and other locations. When parts are unavailable, customer satisfaction and intended loyalty significantly decline.”

Overall satisfaction declines 155 points among luxury vehicle owners when parts are unavailable. There’s a 141-point drop in satisfaction among owners of mass market vehicles when parts are unavailable. What this decline means, in business terms, is a drop from 63% to 30% of owners in the luxury segment who say they “definitely will” return for service. That drop is down to 26% from 58% in the mass market segment.

The study measures satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of one- to three-year-old vehicles. It also provides a numerical index ranking of the highest-performing automotive brands sold in the United States, which is based on the combined scores of five different measures that comprise the vehicle owner service experience. These measures are (in order of importance) service quality (27%); service initiation (20%); service advisor (20%); service facility (17%); and vehicle pick-up (16%).

Following are key findings of the 2020 study:

• Time is most important: Customers rate the total time to complete service on their vehicle and amenities offered by the dealership the lowest (in a tie) of 16 attributes analyzed in the study. The third-lowest attribute is fairness of charges. The highest-rated attributes are courtesy of service advisor; cleanliness of dealership; and knowledge of service advisor.
   
• Higher expectations for younger customers continue but gap is narrowing: Gen Y¹ customers range from ages 25 to 42 and represent a growing percentage of new-vehicle buyers. Historically, younger customers have lower satisfaction than older customers and this holds true for this year’s study: overall service satisfaction among Gen Y customers is 36 points lower than among customers who are older. However, when compared to similarly aged customers 15 years ago, overall satisfaction of those aged 25-44 was 57 points lower than among those aged 45 and older. Gen Y customers currently have higher intended dealer loyalty for paid service work than similarly aged customers did 15 years ago: 49% say they “definitely will” return in the future compared with 42% in the 2005 study.
   
• Fewer miles and longer service intervals decrease interactions between dealers and customers: After three years of vehicle ownership, Gen Y customers drive 13% fewer miles than similarly aged customers did 15 years ago in 2005. Coupled with the lengthening of service intervals, the average number of service visits Gen Y customers make annually is down to 2.4 visits vs. 3.0 visits in 2005. The good news for dealers is that now they capture a far higher percentage of service visits by Gen Y owners than they did for similarly aged customers 15 years ago. Dealers need to be aware of their limited access to this group of customers and identify ways to make a positive impression to drive repeat business before current vehicle warranties expire.
   
• Dealers capture a greater percentage of service visits: Dealers capture 88% of customers’ annual service visits in the first three years of ownership vs. non-dealers. This is up from 79% in 2015. It is critical that dealers retain customers throughout the warranty period as defection to the aftermarket occurs rapidly after the warranty expires. Additionally, the JD Power 2019 U.S. Aftermarket Service Index Study^SM finds that 21% of aftermarket service customers who own five-year-old vehicles serviced their vehicle at a new-vehicle dealership in the past year and only 8% of aftermarket service customers who own vehicles 10 years old or older visited a dealer for service in the past year.

“Several long-term challenges lie ahead for the service business aside from supply issues,” Sutton said. “With vehicles requiring less frequent maintenance and owners driving fewer miles—thus, stretching out the time between service visits—dealers need to do everything they can to keep satisfaction moving in a positive direction. Retaining customers as vehicles age and warranties expire is key for dealers, especially as the sales market slows. Simple things like returning a vehicle to the customer cleaner than when it was brought in can increase satisfaction scores by 31 points, and dealers do this less than half the time. There’s no time to slack on delivering what customers expect if service departments are to continue to comprise a large percentage of dealership profitability.”

Highest-Ranked Brands

Lexus ranks highest in satisfaction with dealer service among luxury brands, with a score of 889. Cadillac and Porsche rank second in a tie, each with a score of 882. Infiniti (875) ranks fourth and Lincoln (872) ranks fifth.

Buick ranks highest in satisfaction with dealer service among mass market brands for a fourth consecutive year, with a score of 861. Chevrolet (852) ranks second, followed by GMC (847), Mitsubishi (846) and Toyota (843).

The 2020 U.S. Customer Service Index Study is based on responses from 71,286 verified registered owners and lessees of 2017 to 2019 model-year vehicles. JD Power goes to great lengths to ensure that survey respondents are true owners of the brand they are representing. The study was fielded from August through December 2019.

For more information about the U.S. Customer Service Index Study, visit http://www.jdpower.com/resource/us-customer-service-index-study.

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

Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
Shane Smith; East Coast; 424-903-3665; [email protected]

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

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NOTE: Two charts follow.

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004).

 

 

Digital Self-Service Tools Become Key to Telecom In-Home Service Technician Satisfaction, JD Power Finds

2020-04-22

TROY, Mich.: 19 March 2020 — Digital, unassisted customer care channels are rapidly becoming the first ports of call for many telecom customers when they experience technical difficulties. That’s a good thing for both providers and customers, according to the JD Power 2020 U.S. Telecom In-Home Service Technician Study,^SM released today. The study finds that overall satisfaction is significantly higher among service customers who use provider websites, mobile apps and social media channels to troubleshoot a problem before scheduling a technician visit than among those who use the phone to call in a problem.

“As consumers continue to grow more adept at working with technology, there is a built-in expectation—particularly among younger people—that many tech issues can be fixed easily with a visit to a website or even a tweet to a social media account,” said Ian Greenblatt, managing director at JD Power. “We often say satisfaction is profitable. Providers that understand this and give customers easy access to the tools they need to troubleshoot common issues enjoy higher customer satisfaction, and—importantly—are spending less on customer service phone calls that begin at upwards of $7-$12 per call.”

Following are key findings of the 2020 study:

• Majority of customers troubleshoot on their own: More than two-thirds (69%) of telecom customers attempt to resolve their own technical issues before resorting to scheduling a visit with an in-home service technician. However, those who attempt but fail to resolve their issues before having a technician visit are significantly less satisfied (a decline of 16 points on a 1,000-point satisfaction scale) than those who simply scheduled a technician visit without first trying to troubleshoot.
   
• Phone rapidly waning as primary source of tech help: The most common means of seeking service is still the phone (75%), but that share is trending down, having dropped from 81% in 2018 and 79% in 2019. By contrast, the current percentages of customers turning to their provider’s website (33%), mobile app (14%) and social media (10%) have trended upwards over the same period. These trends are even more pronounced among younger customers.
   
• Digital self-service tools drive higher satisfaction: While the phone is still the most commonly used channel for customers in need of technical help, it offers the least satisfying customer experience. Among communication channels, overall satisfaction with phone is 852, compared with provider website (unassisted) at 862; provider website (online chat) at 864; mobile app at 879; and social media at 881.
   
• Being put on hold is death knell for phone-based scheduling: All told, 68% of service customers who called their provider to schedule in-home service were put on hold during the scheduling process. Among this group, average overall satisfaction is 751 vs. 837 among those who were not put on hold, a gap of 86 points.

Study Rankings

DISH Network ranks highest in telecommunications in-home service technician satisfaction for a third consecutive year with a score of 883. Verizon (873) ranks second, reflecting a significant 24-point improvement from 2019. AT&T/DIRECTV (868) ranks third. The industry average is 862.

The 2020 U.S. Telecom In-Home Service Technician Study evaluates customer perceptions of onsite service technician visits for installation and post-install service of residential wireline products, which include high-speed data, phone and TV services. The study is based on six single-attribute factors (in order of importance): quality of work; timeliness of completing work; knowledge of technician; courtesy of technician; professionalism of technician; and scheduling an appointment.

The study was fielded in December 2019-January 2020, for which 4,456 responses were received. To be eligible to participate, respondents needed to have had an in-home telecom service technician visit in the past six months.

For more information about the 2020 U.S. Telecom In-Home Service Technician Study, visit https://www.jdpower.com/business/resource/us-telecom-home-service-technician-study.

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

Media Relations Contacts
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; Huntington, NY.; 631-584-2200; [email protected]

 

 

Satisfaction Gap Closes among Automotive Third-Party Websites, JD Power Finds

2020-04-22

TROY, Mich.: 19 March 2020 — The JD Power 2020 Automotive Website Evaluation Study,^SM released today, shows a gap of only 9 points (on a 1,000-point scale) among the top six websites on desktop. The study measures the usefulness of U.S. automotive third-party websites during the process of shopping for a new or used vehicle by examining four key measures (in order of importance): information/content; appearance; navigation; and speed.

“We redesigned this year’s study to ensure visibility and analyzation of several recent trends seen in automotive third-party websites,” said Jon Sundberg, senior manager of digital solutions at JD Power. “New digital functionality has been implemented by many third-party websites, such as personalization and digital retailing, which enhance the shopping experience for the consumer, and we want to ensure the shopper’s voice is included in these areas.”

This year’s study finds that overall satisfaction averages 773 for desktop, while the smartphone averages 795. Autotrader and Kelley Blue Book (790) rank highest in a tie in the desktop segment and Carfax (829) is the highest-ranked in the smartphone segment.

The Automotive Website Evaluation Study, initially released in 2013, is based on responses from 4,236 vehicle shoppers (desktop and smartphone) who indicate they will be in the market for a new or used vehicle within the next 24 months. The study was fielded in January 2020. JD Power has its own consumer automotive websites that compete with the websites in the Automotive Website Evaluation Study, but they are not included in the study.

For more information about the Automotive Website Evaluation Study visit https://www.jdpower.com/business/resource/us-automotive-website-evaluation-study-cross-device

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

Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 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