Category: Uncategorized

AAA, Consumer Reports, JD Power and The National Safety Council Unite to Adopt Common Naming for Advanced Driver Assistance Technology

2019-11-20

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COSTA MESA, Calif.: 20 Nov. 2019 — As leaders in consumer advocacy, traffic safety and industry advice, four organizations—AAA, Consumer Reports, JD Power and the National Safety Council—have come together to adopt standardized naming for advanced driver assistance technology in an effort to reduce confusion. To help educate consumers on the benefits, limitations and proper use of these technologies, the four organizations are calling on all safety organizations, automakers and journalists covering the automotive industry to join them in adopting these terms.

Automotive technology continues to evolve quickly with 93% of new vehicles offering at least one advanced driver assistance system (ADAS) feature. Earlier this year, AAA research found that consumers are faced with as many as 20 names for a single ADAS feature, varying by vehicle manufacturer. This can cause confusion. And while the technology has the potential to improve safety and save lives, the terminology often seems to prioritize marketing over clarity.

As a result, the four organizations have agreed on standardized naming that is simple, specific and based on system functionality. It is believed that, by adopting common terminology across systems, consumers will have a better understanding that this technology is intended to assist and not replace an engaged driver. These terms are not meant to replace automotive manufacturers’ proprietary system or package names; rather, they are meant to achieve clearer and consistent information on window stickers, owner’s manuals and other marketing materials on generic system components.

At this time, five categories have been created to group technology by type. The naming list will be continually refined as these organizations work with stakeholders and policymakers and as new systems come to market.

About AAA
AAA provides more than 59 million members with automotive, travel, insurance and financial services through its federation of 34 motor clubs and nearly 1,100 branch offices across North America. Since 1902, the not-for-profit, fully tax-paying AAA has been a leader and advocate for safe mobility. Drivers can request roadside assistance, identify nearby gas prices, locate discounts, book a hotel or map a route via the AAA Mobile app. To join, visit AAA.com.

About Consumer Reports
Consumer Reports is an independent, nonprofit membership organization that works side by side with consumers to create a fairer, safer, and healthier world. For more than 80 years, CR has provided evidence-based product testing and ratings, rigorous research, hard-hitting investigative journalism, public education, and steadfast policy action on behalf of consumers’ interests. Unconstrained by advertising or other commercial influences, CR has exposed landmark public health and safety issues and strives to be a catalyst for pro-consumer changes in the marketplace. From championing responsible auto safety standards, to winning food and water protections, to enhancing healthcare quality, to fighting back against predatory lenders in the financial markets, Consumer Reports has always been on the front lines, raising the voices of consumers.

About JD Power
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, South America, Asia Pacific and Europe.

About the National Safety Council
The National Safety Council (nsc.org) is a nonprofit organization whose mission is to eliminate preventable deaths at work, in homes and communities, and on the road through leadership, research, education and advocacy. Founded in 1913 and chartered by Congress, NSC advances this mission by partnering with businesses, government agencies, elected officials and the public in areas where we can make the most impact.

Media Contacts
JD Power: Geno Effler, (714) 621-6224 
AAA: Ellen Edmonds, (407) 444-8011
Consumer Reports: David Butler, (202) 719-5916 
The National Safety Council: Maureen Vogel, (630) 775-2307

 

Ring in the New, but Don’t Ring Out the Old Completely, JD Power Finds

2019-11-25

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SINGAPORE: 25 Nov. 2019 — An increasing proportion of customers are taking advantage of digital platforms during the new vehicle purchase journey (57% in 2019 vs. 42% in 2018), according to the JD Power 2019 UAE Sales Satisfaction Index (SSI) Study,^SM released today. However, the study also finds that digitalisation cannot completely replace the personal aspect delivered through human interaction.

Satisfaction is 828 (on a 1,000-point scale) for customers who use the internet during their shopping process, compared with 781 for those who do not. These customers are also almost three times more likely to compare prices across dealerships compared to those who do not use the internet (49% vs. 17%, respectively). The use of technology devices is also mirrored at the dealer’s end to better serve their customers. Sales consultants are using tablets, touchscreen monitors and smartphones as part of the in-store shopping experience to input customer needs (46%); demonstrate vehicle features (49%); or to display price/payment-related information (52%).

“Dealerships are increasingly investing in customer-focused digital technology to provide a more transparent, convenient and efficient buying experience,” said Shantanu Majumdar, Region Director of the Automotive Practice at JD Power. “While digital tools help streamline some of the day-to-day processes, dealerships need to consider that not all customers may be comfortable or can appreciate the benefits of such tools. Human interaction will continue to be critical in crafting a memorable customer experience at the dealership, which can be complemented by a judicious use of digital tools.”

Despite the increased use of digital resources, a large proportion of customers still engage with dealers via a physical visit (92%) or a phone call (77%). Recommendation from family and friends is the most widely cited reason (44%) influencing a customer’s decision to visit the dealership from where they purchased a vehicle.

Following are key findings of the 2019 study:

• Relaying the baton from sales to service: The majority of customers (85%) indicate that their dealer introduced them to a member of the service staff. In addition to potential revenue, this simple step of connecting new vehicle buyers to the service department also yields higher overall sales satisfaction (811 vs. 788 for customers who are not introduced).
   
• Sales experience less smooth for female vehicle buyers: Women buyers make up almost one-fourth (23%) of new-vehicle buyers in this year’s study. Female customers have lower satisfaction compared with their male counterparts (797 vs. 811, respectively). Some of the challenges women face at the dealership include attempts to change the originally promised price (18% vs. 12% for men) or having to return to the dealership to fix issues with paperwork (19% vs. 9% for men).

Study Rankings

Toyota ranks highest in overall sales satisfaction among mass market brands, with a score of 819.  Ford ranks second with a score of 813, while Chevrolet ranks third with a score of 807.

Mercedes-Benz ranks highest in overall sales satisfaction among luxury brands, with a score of 826. Infiniti ranks second with a score of 824, while Lexus ranks third with a score of 823.

The 2019 UAE Sales Satisfaction Index (SSI) Study measures satisfaction with the sales experience among new-vehicle buyers. Buyer satisfaction is based on six measures: dealer sales consultant (24%); dealership facility (18%); delivery process (17%); dealership website (15%); paperwork completion (15%) and working out the deal (11%).

The study is based on responses from 1,884 buyers who purchased or leased their new vehicle between June 2018 through September 2019. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers). The study was fielded from June through October 2019.

The study also includes the Net Promoter Score® (NPS),^[1] which measures new vehicle owners’ likelihood to recommend their vehicle brand on a 0-10 point-scale.

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, South America, Asia Pacific and Europe.

About Skelmore

Skelmore Consulting Group, founded in 1996, is a dynamic and innovative company providing leading business and management consulting services to the broader Middle East and emerging markets. Since its inception, Skelmore has established a successful record in providing and implementing turnaround strategies and introducing and building profitable brands in the fields of automotive, transport, hospitality, travel and tourism, healthcare, trading and retail, IT, and banking and finance. www.skelmore.com

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

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^[1] Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

 

Initial Quality Improves with Owners Citing Fewer Manufacturing-Related Issues, JD Power Finds

2019-11-26

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SINGAPORE: 26 Nov. 2019 — Vehicle owners in Malaysia are experiencing fewer problems with their new vehicles than in 2018, which is largely attributed to a decline in manufacturing-related issues, according to the JD Power 2019 Malaysia Initial Quality Study,^SM released today.  

Initial quality measures the number of problems experienced per 100 vehicles (PP100) during the first two to six months of ownership, with a lower count reflecting higher quality. In this year’s study, the industry average decreases to 85 PP100, from 89 PP100 in 2018. Problems are nearly equally split between design (40 PP100) and manufacturing (44 PP100) categories.

The study finds that the share of manufacturing-related issues has been on the decline over the past three years to 51% in 2019 from 74% in 2016. The majority of the reduction from last year relates to noise aspects, such as wind noise (-1.7 PP100); abnormal suspension noise (-1.1 PP100); seat noise (-0.9 PP100); abnormal transmission noise (-0.7 PP100); and other interior storage compartments noises (-0.3 PP100). That said, noise-related issues account for 36% of all manufacturing issues identified by owners this year. On average, the overall rating on quality and reliability of new vehicle is lower among owners who reported such noise-related manufacturing issues than those who did not (7.3 and 8.2 respectively on a 10-point scale).

“Vehicle owners continue to be sensitive to noise-related problems, which strongly affect their overall perception of the vehicle’s quality,” said E-Ling Cheah, Country Manager for Malaysia at JD Power. “Given the heightened customer sensitivity around buzz, squeak, rattle and wind noises, manufacturers need to not only improve their manufacturing processes but also work upstream to review and redefine vehicle design guidelines to avoid such issues surfacing early in the ownership cycle.”

The following are key findings of the 2019 study:

• Most cited problems remain top irritants: Among the top five problems, four are similar to the top five in 2018. Excessive wind noise (5.9 PP100) and excessive road noise (2.9 PP100) continue to be the top two most-cited problems. “Built-in Bluetooth® Mobile Phone/Device Has Frequent Pairing/Connectivity Issues” has become the third most reported problem (2.7 PP100), up from fifth last year (2.5 PP100). Radio problems are fourth this year (2.0 PP100).

• Younger car owners cite more problems: Customers who are under 35 years old (57%) indicate more problems than those 35 years or older (91 PP100 vs. 73 PP100, respectively). Younger car owners cite more problems in the features/controls/displays (+4.6 PP100) as well as vehicle interior (+4.5 PP100) categories.

• Quality builds advocacy and loyalty: Among new vehicle owners who did not indicate any problems, 49% said they “definitely will” recommend their brand and model to friends or relatives, compared with 37% for those who had encountered at least one problem with their vehicle. One-third of new vehicle owners who did not experience any problems with their vehicle say they “definitely will” purchase a vehicle from the same brand the next time, compared with 26% of those who experienced at least one problem. 

Study Rankings

• Honda Jazz ranks highest in the city compact segment with 68 PP100.
• Honda City ranks highest in the entry midsize segment with 59 PP100.
• Perodua Aruz ranks highest in the compact SUV segment with 70 PP100.
• Honda CR-V ranks highest in the large SUV segment with 64 PP100.

The JD Power 2019 Malaysia Initial Quality Study^SM is based on responses from 1,904 new vehicle owners who purchased their vehicles between July 2018 and August 2019. The study includes 50 passenger car, pickup and utility vehicle models of 12 brands. The study was fielded between March and October 2019.

Now in its 17th year, the study serves as the industry benchmark for new vehicle quality by examining problems experienced by new vehicle owners within the first two to six months of ownership in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions around eight problem categories: exteriors; driving experience; features/controls/displays; audio/communication/entertainment/navigation; seats; heating/ventilation/air conditioning; interiors; and engine/transmission.

The study now also includes Net Promoter Score® (NPS),[1] which measures customers’ likelihood to recommend their vehicle model and brand on a 0-10 scale.

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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, South America, Asia Pacific and Europe.

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

 

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[1] Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

 

 

November Sales Boosted by Strong Discounts as Spending Reaches New High

2019-11-26

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The Retail Sales Forecast
New-vehicle retail sales in November 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 1,182,400 units, a 1.2% increase on a selling day adjusted basis compared with November 2018. Reporting the same numbers without controlling for the number of selling days translates to an increase of 5.2% over last year. (Note: November 2019 contains one additional selling day than November 2018.)

The Total Sales Forecast
Total sales in November are projected to reach 1,444,200 units, which is flat on a selling day adjusted basis compared with November 2018. Reporting the same numbers without controlling for the number of selling days translates to an increase of 4.3% over last year. The seasonally adjusted annualized rate (SAAR) for total sales is expected to be 17.5 million units. This is up slightly from a year ago.

The Takeaway

Thomas King, Senior Vice President of the Data and Analytics Division at JD Power:
“The industry is expected to show growth in November with the benefit of an additional weekend, but the gains are being accompanied by rising incentives. Strong promotional activity over the holiday weekend is expected to drive spending to the highest level ever.” This year’s November sales month contains five weekends compared with four last year. With more than 200,000 sales anticipated over the holiday weekend, manufacturers are expected to target the large number of shoppers to help clear out record levels of older model-year vehicles.

Average incentive spending per unit is on pace to reach $4,538, an increase of more than 12% from last year and the first time ever above $4,500. The previous high for the industry was $4,378 set in December 2017. The average APR for finance deals in November is expected to fall to 5.3%, the lowest level since February 2018.

While high inventories of older model-year vehicles is a considerable factor in the year-over-year growth, incentive spending on newer models is expected to eclipse last year. Spending on 2020 model-year vehicles is on pace to reach $3,723, an increase of nearly 13% from a year ago.

Notably, incentive spending on a percentage basis is again growing at a faster rate than transaction prices. Manufacturer incentive spending as a percentage of MSRP in November is on pace to reach 11.1%, exceeding 11% for the first time in more than 10 years.

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Transaction prices are expected to remain above $34,000 for the second consecutive month. Average prices for the industry are on pace to reach $34,054, down $179 from last month but up $622 from November 2018.

As a result, consumers will spend $40.3 billion on new vehicles in November. This is up $2.7 billion from last year and marks the fourth time this year that expenditures will exceed $40 billion.

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Looking ahead to next month, December presents the last chance for manufacturers to finish the year on a high note. In each of the past four years, December was the highest sales volume month of the year. However, considerable risk of further incentive escalation is possible. “Incentive spending typically rises by 3-4% in December, which would continue to drive overall spending to unprecedented territory,” King said. “This is concerning for the health of the industry when combined with rising sub-prime sales, which are growing at the highest rate since August 2018.”

Sales & SAAR Comparison

The Details

• The average new-vehicle retail transaction price in November is expected to reach $34,054. The previous high for the month of November, $33,488, was set in 2018.
   
• Average incentive spending per unit in November is expected to reach $4,538, up from $4,049 last year. The previous record—$4,378—was set in December 2017.
   
• Incentive spending on cars is expected to be up $454 to $4,185, while spending on trucks/SUVs is up $503 to $4,658.
   
• Consumers are on pace to spend $40.3 billion on new vehicles in November, up $2.7 billion from last year’s level.
   
• Truck/SUVs account for 72.7% of new-vehicle retail sales through Nov. 17, the highest level ever for the month of November.
   
• Days to turn, the average number of days a new vehicle sits on a dealer lot before being sold to a retail customer, is 76 days through Nov. 17. This is up 6 days from a year ago.
   
• Fleet sales are expected to total 261,800 units, down 3.5% from November 2018. Fleet volume is expected to account for 18% of total light-vehicle sales, down from 19% last year.

Outlook for the Year

Jeff Schuster, President, Americas Operations and Global Vehicle Forecasts, LMC Automotive:
“The monthly selling rates for autos have given mixed signals during the second half of 2019, but the overall level remains robust. Volatility has replaced the typically strong selling rate pattern of the last five years. Other factors, such as increasing incentive levels and the ongoing trend of higher transaction prices, are adding to the existing uncertainty around trade. Auto suppliers are feeling even more pressure as inventory corrections and mix adjustments are being managed through a more pronounced slowdown in production levels. North American production is expected to decline nearly 4% to 16.3 million units in 2019. This overall uneasiness is causing a pullback in investment and decision-making, which risks turning into a self-fulfilling recession prophecy.”

LMC’s forecast for 2019 total light-vehicle sales is holding near 17.1 million units, a decline of 1.4% from 2018. The outlook for retail light-vehicle sales remains at 13.7 million units, a decline of 1.8% from 2018. Looking at 2020, total light-vehicle demand is forecast at 16.8 million units and retail light-vehicle demand is at 13.5 million units, each declining 1.7% from 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.com

 

Vehicle Dependability in China Improves Significantly but Complaints About Noise Increase, JD Power Finds

2019-11-28

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SHANGHAI: 28 Nov. 2019 — Overall vehicle dependability in 2019 has improved significantly among owners in China, with most quality problems improving, but with an increase in noise-related complaints, according to the JD Power 2019 China Vehicle Dependability Study (VDS), ^SM released today.

The study, now in its 10^th year, measures the number of problems experienced per 100 vehicles (PP100) during the past six months by original owners of 13- to 48-month-old vehicles. A lower score reflects higher quality. The study covers 177 specific problems grouped into eight major vehicle categories: vehicle exterior; vehicle interior; driving experience; features/controls/displays; audio/entertainment/navigation; heating/ventilation/air conditioning; seats; and engine/transmission.

According to the study, the overall vehicle dependability score this year is 114 PP100 (down 31PP100 from 2018), and the number of problems reported by owners of 30- to 48-month-old vehicles, the same length of ownership as the 2018 study, is 126 PP100, which is 19 PP100 less than last year. Improvement occurs in all eight categories, with features/controls/displays improving the most (down 7.1 PP100 from 2018), followed by engine/transmission and vehicle interior, with scores down 5.5 PP100 and 5.2 PP100 respectively.

“The automotive industry in China has made exciting progress on vehicle dependability in 2019,” said Jeff Cai, General Manager of Auto Product, JD Power China. “Improvements in both new vehicle quality and vehicle dependability demonstrate that automakers are paying more attention to performance issues as a way to navigate the market downturn and spark a turnaround.”

The study also shows that owners complained more about noise problems this year. Excessive wind noise (5.0 PP100) and excessive road noise (4.6 PP100) are among the most commonly cited problems, increasing by 1.7 PP100 and 1.4 PP100, respectively, from 2018.

“Problems related to noise rank high in both the JD Power Initial Quality Study and Vehicle Dependability Study,” Cai said. “It’s crucial for manufacturers to make targeted adjustments to meet the preferences of vehicle owners in China and adopt necessary measures to reduce noise inside and around the car, such as controlling the noise level of the noise source and improving vehicle soundproofing.”

Following are additional findings from the 2019 study:

• Domestic brands improve dramatically as gap with international brands narrows: Chinese domestic brands make greater progress in vehicle dependability than international brands (43 PP100 vs. 28 PP100, respectively). The gap between Chinese domestic brands and international brands has narrowed to 15 PP100, the smallest since 2015.
• Problems increase on broken/not working, noise/squeak and worn/faded as length of ownership grows: Compared with car owners with one to two years of ownership, those with three to four years of ownership indicated 9.2 PP100 problems on broken/not working and 6.5 PP100 higher problems on worn/faded. Problems of front windshield wipers/washers broken or not working increase most as length of ownership grows.

Highest-Ranked Brands and Models

Porsche ranks highest in vehicle dependability among luxury brands with a score of 87 PP100. BMW (89 PP100) and Cadillac (89 PP100) rank second in a tie. 

Beijing Hyundai is the highest-ranked mass market brand, with a score of 94 PP100. Smart ranks second with a score of 100 PP100. MINI (101 PP100) ranks third.

There are 18 models eligible for awards across 18 segments in the 2019 study:

• Beijing Hyundai models that rank highest in their respective segments are Hyundai Yuena Verna, Hyundai Lingdong Elantra, Hyundai Sonata Nine and Hyundai ix35.
• SAIC Volkswagen models that rank highest in their respective segments are Volkswagen Polo, Volkswagen Lamando and Volkswagen Teramont.  
• BMW models that rank highest in their respective segments are BMW X3 (Import) and BMW X5.  
• Chevrolet models that rank highest in their respective segments are Chevrolet Sail and Chevrolet Trax.  

Other models that rank highest in their respective segments are Audi A6L, BYD Song MAX, Cadillac ATS-L, Dongfeng Fengguang 370, Haval H1, Honda Elysion and Lexus NX.

The 2019 study is based on responses from 34,820 vehicle owners who purchased their cars between January 2015 and June 2018. The study includes 284 models from 69 different brands and was fielded from January through July 2019 in 71 major cities across China.

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and Weibo.

Media Relations Contacts

Shana Zhuang; JD Power; China; +86 21 8026 5719; [email protected]

Geno Effler; JD Power; Costa Mesa, California, USA; 001-714-621-6224; [email protected]

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

 

In-Flight Services—Not Ticket Prices—Boost Passenger Satisfaction on International Flights, JD Power Finds

2019-12-03

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COSTA MESA, Calif. 4 Dec. 2019 — Great food—the spicier the better—plus good customer service and a positive track record are the primary drivers of passenger satisfaction on international airline flights. In a stark departure from the price-driven culture of domestic airline customer behavior, the JD Power 2019 Airline International Destination Satisfaction Study,^SM released today, finds that cost and fees are notably less important than in-flight services when it comes to delighting passengers on international flights.

The Airline International Destination Satisfaction Study is a new syndicated study that measures passenger satisfaction with airline carriers flying from North America to Europe and from North America to Asia. It is based on performance in nine factors (in order of average importance across both models): in-flight services; cost and fees; aircraft; flight crew; check-in; boarding; immigration; baggage; and reservation.

“A low fare may be the best way to attract a first-time international passenger,” said Michael Taylor, Travel Intelligence Lead at JD Power, “but retaining passengers on routes to Europe and Asia is all about delighting customers with great in-flight experiences. One of the most powerful ways to do that is with food and beverage offerings that are unique to the airline’s culture and that manage to deliver flavor at altitude, where it has been proven that taste buds grow less sensitive.”

Following are some of the key findings of the 2019 study:

• In-flight services—especially food and beverage—are key to passenger satisfaction: In-flight services, such as food and beverage and in-flight entertainment, are the primary drivers of passenger satisfaction among international travelers. On flights to Europe and Asia, more than half of the overall in-flight passenger experience is dictated by food and beverage. In-flight services are more important to passengers bound for Asia or Europe; whereas passenger satisfaction with long-haul flights within North America is more of a value proposition primarily driven by cost and fees.
   
• But the food could be better…: While the food and beverage factor is key to passenger satisfaction, there is room for improvement. Overall passenger satisfaction with food and beverage offerings is currently lower than that of satisfaction with in-flight entertainment options. On flights to Europe, overall satisfaction with in-flight entertainment is 53 points higher (on a 1,000-point scale) than for food and beverage. On flights to Asia, that gap is 22 points.
   
• Track record matters when it comes to airline selection: The primary drivers of airline selection among international passengers are past experience with the airline (40%); good customer service (36%); convenient scheduling (35%); reputation (33%); and lower ticket price (31%). Other variables, which weigh heavily on airline selection among domestic travelers—such as availability of a direct flight, no luggage fees and Wi-Fi access—play a much less significant role in airline selection among international travelers.

Study Rankings

Among carriers flying from North America to Europe, Turkish Airlines ranks highest in passenger satisfaction with a score of 833. Virgin Atlantic (829) ranks second, while British Airways and Delta Air Lines (815) rank third in a tie.

Among carriers flying from North America to Asia, Japan Airlines ranks highest in passenger satisfaction with a score of 869. Delta Air Lines (861) ranks second and Korean Air (854) ranks third.

The JD Power 2019 Airline International Destination Satisfaction Study measures passenger satisfaction with airline carriers flying from North America to Europe and Asia. The study is based on responses from 6,287 passengers and was fielded in September-October 2019.

For more information about the JD Power 2019 Airline International Destination Satisfaction Study, visit https://www.jdpower.com/business/resource/airline-international-destination-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, South America, Asia Pacific and Europe.

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

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

 

TD Bank Ranks Highest in Customer Satisfaction in JD Power National Banking Study

2019-12-06

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COSTA MESA, Calif.: 12 Dec. 2019 — Convenience, seamless digital banking services and strong checking account offerings are the formula to customer satisfaction with the country’s largest retail banks, according to the JD Power 2019 U.S. National Banking Satisfaction Study,^SM released today. TD Bank ranks highest by consistently performing well in this formula, while excelling at branch service and online banking satisfaction.

The study, now in its third year, provides a comprehensive view of customer experience with all retail bank product lines for eight national banks in the United States that account for 50%  of total domestic deposits. It evaluates bank customer experience across six factors; channel interactions; deposit accounts; credit accounts; investment accounts; convenience; and problem resolution.

“The core value propositions of national banks are rooted in convenience and providing consistent customer experiences, across all accounts and interaction channels,” said Paul McAdam, Senior Director of Banking Services at JD Power. “Within the national banks, 64% of customers have extended their product holdings beyond deposit accounts into lending or investment accounts and 13% of customers use bank services across all three account types. As national banks strive to serve a wider range of customers’ financial needs, service consistency across all lines of business is foundational to the development of customer trust and strong relationships.”

TD Bank ranks highest with an overall satisfaction score of 851 (on a 1,000-point scale). Chase (846) and PNC (846) rank second in a tie, followed by Capital One (838). These four banks outpaced the national average customer satisfaction score of 834.

Each of these four banks demonstrate service consistency, minimize customer problems and score well in ratings associated with ease of doing business. Customers also notice some service-level distinctions among the four banks:  

• TD Bank’s convenience-based value proposition resonates with branch-oriented customers, and TD Bank ranks highest in the factors of convenience; branch service; and online banking satisfaction.
   
• Customers of Chase recognize the bank for providing innovative technology, having the lowest incidence of problems, and high satisfaction associated with credit cards and ATMs.
   
• PNC customers recognize the bank for providing trusted advice; prompt and courteous branch service; and strong satisfaction with checking and savings accounts.
   
• Capital One attracts digitally centric customers and receives strong satisfaction scores for mobile banking; checking and savings accounts; credit cards; and mortgages.

The study defines a national bank as a U.S. bank holding company with domestic deposits exceeding $200 billion. The study is based on responses from 8,337 retail banking customers and was fielded in August-September 2019. Customers of SunTrust and BB&T were surveyed in the study, but their satisfaction scores are excluded from the rank chart, as the merger was not yet final and both institutions held deposits less than $200 billion at the time of study fielding. SunTrust has an overall satisfaction score of 844 and BB&T has a score of 839. JD Power anticipates that Truist Bank will be included in the 2020 National Banking 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, South America, Asia Pacific and Europe.

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

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

 

Initial Quality Declines as Vehicle Noise Complaints Increase, JD Power Finds

2019-10-23

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BANGKOK: 24 Oct. 2019 — Vehicle owners in Thailand are experiencing an increase of problems with their new vehicles compared with a year ago, many of which are related to design and manufacturing, according to the JD Power 2019 Thailand Initial Quality Study^SM (IQS), released today. 

Initial quality is measured by the number of problems experienced per 100 vehicles (PP100) during the first 2 to 6 months of ownership, with a lower score reflecting higher quality. In this year’s study, the industry average increases to 81 PP100 from 70 PP100 in 2018. Problems are equally shared across design (38 PP100) and manufacturing (37 PP100).

Overall, noise problems account for 24% (19.6 PP100 combined) of this year’s problems and are among the top problems for new-vehicle buyers. These include wind noise and road noise (8.0 and 1.5 PP100, respectively), as well as interior squeaks, rattles and other noise problems (3.6 PP100 combined). For the driving experience category, top problems are abnormal suspension noise and noisy brakes (1.5 and 1.0 PP100, respectively). Other noise-related problems include abnormal engine and transmission noises (1.5 PP100), and squeaks, rattles or abnormal noises from seats (1.4 PP100).

“Automotive teams designing and manufacturing vehicles need to join forces to reduce noise problems,” said Siros Satrabhaya, Regional Director for Thailand and Vietnam at JD Power. “Customers are now more sensitive to noise from different parts of the vehicle. Brands must pinpoint the causes of these problems to improve overall perceived quality.”

Following are additional key findings of the 2019 study:

• Vehicle interior category jumps to the top: The interior category has the most problems at 20.2 PP100 (up 8.0 PP100 from 2018). A key issue relates to the cupholder being difficult to use (4.2 PP100) and noisy (1.3 PP100). Customers also cite issues with the glove box (difficult to use, 2.6 PP100), a notable increase from 2018 (0.1 PP100).

• Improvements in audio, entertainment and navigation module: Customers indicated fewer quality problems with their infotainment systems (9.2 PP100, an improvement of 3.9 PP100 from a year ago). Poor radio reception, however, remains the most problematic complaint in this category, despite improving 4.6 PP100 from a year ago.

• Fresh approach needed to improve interior scent: Unpleasant interior smell/odor remains a persistent issue for customers and continues to be one of the top five problems in this year’s study.

Study Rankings

• Toyota Yaris ranks highest in the compact segment with 62 PP100.
• Honda Jazz ranks highest in the entry midsize segment with 65 PP100.
• Mazda3 ranks highest in the midsize segment with 76 PP100.
• MG ZS ranks highest in the compact SUV segment with 68 PP100.
• Toyota Fortuner ranks highest in the large SUV segment with 74 PP100.
• Toyota Hilux Revo Smart Cab ranks highest in the pickup extended cab segment with 79 PP100.
• Ford Ranger Hi-Rider D-Cab ranks highest in the pickup double cab segment with 73 PP100.

The study measures problems experienced in two distinct categories: design-related problems and defects and malfunctions. The study includes specific diagnostic questions covering eight problem categories: exterior; driving experience; features/controls/displays; audio/communication/entertainment/navigation; seats; heating/ventilation/air conditioning; interior; and engine/transmission.

The 2019 Thailand Initial Quality Study (IQS) is based on responses from 6,632 new vehicle owners who purchased their vehicle from August 2018 through June 2019. The study covers 10 different brands that include 66 passenger car, pickup truck and utility vehicle models. The study was fielded from February through August 2019.

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, South America, Asia Pacific and Europe.

Media Relations Contacts

Shahilia Bhagat; JD Power; Singapore; 65-3165-0120; [email protected]

Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

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

 

Alpine Ranks Highest among Aftermarket Navigation Systems for Eighth Consecutive Year

2019-10-23

TOKYO: 25 Oct. 2019 — Satisfaction with the aftermarket navigation systems has increased in all factors, according to the JD Power 2019 Japan Navigation Systems Customer Satisfaction Index Study^SM—Aftermarket, released today. 

Now in its 12^th year, the study measures customer satisfaction with aftermarket in-dash vehicle navigation systems. Six factors comprised of multiple attributes are examined (listed in order of importance): navigation function (27%); audio and video function (19%); display screen (18%); design and texture (17%); ease of use (14%); and other functions, apps and services (5%). Satisfaction is calculated on a 1,000-point scale. 

“Overall customer satisfaction with aftermarket navigation systems has increased since last year. We specifically see an increase in satisfaction in the display screen because of an enlarged screen and improved visibility, which were originally and creatively developed by manufacturers,” said Atsushi Kawahashi, Senior Director of the Automotive Division at JD Power. “In addition, satisfaction has also increased in the user-friendliness of Apple CarPlay, the improvement of the user interface, including voice recognition, and the accuracy of vehicle location.”

Following are some key findings of the 2019 study:

• Overall satisfaction increases by 18 points: Overall aftermarket in-dash navigation system satisfaction averages 623 (on a 1,000-point scale) in 2019, up 18 points from a year ago.
   
• Satisfaction increases in all factors: Satisfaction in all factors are in descending order: 639 points for display screen (+23 from 2018); 636 for design and texture (+18); 624 for audio and video function (+16); 619 for other functions, apps and services (+25); 619 for navigation function (+16); and 602 for ease of use (+20).

Study Rankings

Alpine ranks highest for the eighth consecutive year, with a score of 694. Alpine achieves the highest scores in all six factors. Pioneer (625) ranks second and Panasonic (613) ranks third.

The 2019 Japan Navigation Systems Customer Satisfaction Index Study—Aftermarket is based on responses from 2,104 vehicle owners who purchased an aftermarket navigation system from April 2017 through March 2019. The study was conducted via internet and was fielded in July 2019.

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

 

Telehealth: Best Consumer Healthcare Experience You’ve Never Tried, Says JD Power Study

2019-10-25

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COSTA MESA, Calif.: 28 Oct. 2019 — Nationwide consumer adoption of telehealth services has been stubbornly low, with just 10% of healthcare consumers having used such services. However, among those early adopters who are using telehealth, customer satisfaction with the experience ranks among the highest of any consumer category studied by JD Power. According to the JD Power 2019 U.S. Telehealth Satisfaction Study,SM released today, telehealth adoption is poised to grow considerably as healthcare consumers continue to use and recommend the service.

“We are looking at telehealth services similar to mobile banking and its early adoption rates,” said Greg Truex, Managing Director, Health Intelligence at JD Power. “Early attempts at trying to convince consumers to bank via their phone failed, and initiatives were abruptly canceled. Now, with mobile banking apps having grown to become the third-most-used application among consumers, we expect telehealth to follow a similar path. Telehealth offers an alternative avenue to receive quality care that is cost efficient and accessible. Once providers and payers refine the formula for awareness and adoption, telehealth will change the landscape of how affordable and quality care is delivered.” 

Following are some key findings of the 2019 study:

• Customer satisfaction with telehealth services is high: The overall customer satisfaction score for telehealth services is 851 (on a 1,000-point scale), and is 900 or higher among 46% of telehealth users. These customer satisfaction scores are among the highest of all healthcare, insurance and financial services industry studies conducted by JD Power. Only direct banking customer satisfaction ranks higher, with an average score of 855.
   
• Positive word of mouth is key to increasing adoption: Nearly two-thirds (65%) of telehealth users used the service because they received a positive recommendation from others: friend, family or colleague (22%); health plan (21%); primary care doctor (20%); employer (18%); or health plan, hospital, or another provider (15%). 
   
• Providers struggle with awareness and adoption: Among consumers who have not used telehealth, 29% indicate that telehealth is not available to them and 37% say they do not know if it is offered by their health provider or health system. Self-reported availability is lowest in rural areas (25%), and is a segment in which telehealth providers could significantly improve with better awareness to quality care.
   
• Telehealth works for most consumers using the technology: More than three-fourths (84%) of telehealth users were able to completely resolve their medical concern(s) during their visit and 73% did not experience any issues or problems during their service. While nearly half (49%) of users say there were no barriers that made using telehealth difficult, 87% describe the enrollment process as somewhat/very easy.
   
• Timing is everything: On average, telehealth consumers say their entire experience took an average of 44 minutes: 17 minutes to complete the enrollment process, 9 minutes to wait for a physician or nurse practitioner and 18 minutes for the actual consultation. Currently, telehealth users are relatively dissatisfied with the amount of time the process takes, but providers compensate for it with the quality and convenience of care provided.

Study Rankings

Teladoc ranks highest in telehealth satisfaction among direct-to-consumer brands, with a score of 870. Doctor on Demand (867) ranks second and MDLIVE (847) ranks third.

Humana ranks highest among payers of health plan-provided telehealth services with a score of 864. Kaiser Foundation Health Plan (863) ranks second and Cigna (862) ranks third.

The inaugural Telehealth Satisfaction Study measures health consumer satisfaction with their telehealth service experience based on four factors (in order of importance): customer service (45%); consultation (28%); enrollment (19%); and billing and payment (9%). The study is based on responses of 8,296 health consumers who used a telehealth service within the past 12 months. It was fielded in August-September 2019.

For more information about the 2019 Telehealth Satisfaction Study, visit
https://www.jdpower.com/business/resource/us-telehealth-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, South America, Asia Pacific and Europe.

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

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