Category: Uncategorized

JD Power, SurveyMonkey Find Automakers Not Making Progress in Persuading Consumers to Want Electric or Self-Driving Vehicles

2019-10-15

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COSTA MESA, Calif.: 16 Oct. 2019 — As auto manufacturers invest billions to bring self-driving vehicles to market and increase choice in battery-electric vehicles, many consumers still lack confidence in the technologies. According to the JD Power 2019 Q3 Mobility Confidence Index Study fueled by SurveyMonkey Audience,^SM the Mobility Confidence Index is 36 (on a 100-point scale) for self-driving vehicles and 55 for battery-electric vehicles—identical scores to three months ago.

“It was a little surprising to find consumer sentiment about self-driving vehicles and electrification has stayed flat, but it shows that consumers are really steadfast in their opinions about new mobility technologies right now, regardless of how close they are to being available for purchase,” said Kristin Kolodge, Executive Director, Driver Interaction & Human Machine Interface Research at JD Power. “This isn’t necessarily bad news for automakers; rather, it shows the areas where consumers need to be better-educated and gives manufacturers the chance to correct their course on the path to eventual production.”

The quarterly study is the pulse of market readiness and acceptance for self-driving and battery-electric vehicles, as seen through the eyes of consumers and industry experts. Sentiment is segmented into three categories: low (0-40), neutral (41-60) and positive (61-100). JD Power is joined by global survey software company SurveyMonkey to conduct the study in which more than 5,000 consumers and industry experts were polled about self-driving vehicles and another 5,000 were polled about battery-electric vehicles.

Following are key findings about self-driving vehicles:

• Mobility Confidence Index remains low for self-driving vehicles: With an overall score of 36, consumers continue to have a low level of confidence about the future of self-driving vehicles. All of the attributes analyzed in the study largely remain flat compared to Q2 results. Scoring lowest among the self-driving attributes are: comfort riding in a self-driving vehicle; and comfort with self-driving public transit.
   
• Men more comfortable with self-driving technology than women: More than two-thirds (68%) of consumers say they have little to no knowledge about self-driving vehicle technology and well over half say they are unlikely to ever purchase or lease a self-driving vehicle. Only half as many women express having a “great deal” or “fair amount” of knowledge on the subject compared with men and they’re also less likely than men to purchase or lease a self-driving vehicle. Only half as many women say they are comfortable with each self-driving scenario studied: being on the road with others using self-driving vehicles; riding in self-driving vehicles; self-driving public transit; and goods being transported in self-driving commercial vehicles.
   
• Self-driving challenges: Industry experts say that perfecting self-driving technology is proving more challenging than originally thought. One industry expert noted, “Tech and automotive companies continue to learn how difficult the problem really is. There have been several announced delays.” Gaining consumer trust and acceptance will be a critical strategic lever to determining success.
   
• Job displacement and computer error are perceived disadvantages: Consumers are still more hopeful than worried about the overall benefit of technology in their lives, but 38% remain unexcited about any self-driving technology. Consumers are most worried about tech failures/errors (71%). One consumer said, “History has shown that past technological advances, such as electrical or computer, fail with time and are too costly to repair.” Others voiced concerns about job losses: “It’s going to put a LOT of people out of jobs and cause a lot of economic repercussions.”

Following are key findings about battery-electric vehicles:

• Mobility Confidence Index remains neutral for battery-electric vehicles: With an overall score of 55, confidence about the future of battery-electric vehicles remains neutral. Attributes scoring lowest include likelihood of purchasing an electric vehicle and reliability of electric compared to gas-powered vehicles.
   
• Challenges for acceptance: Industry experts say that consumer affordability and trust remain the top challenges for battery-electric vehicle acceptance. They also recognize that the cost to produce electric vehicles and the development of a charging infrastructure are critical challenges that must be addressed.
   
• EV ownership affects battery-electric vehicle purchase consideration: More than half (60%) of those who have owned a battery-electric vehicle are “extremely likely” or “very likely” to repurchase a similar vehicle. Conversely, 59% of those who have never been in such a vehicle are “not too likely” or “not at all likely” to purchase or lease one. However, more than three-fourths (77% of owners and 76% with no experience) say tax credits or subsidies would factor into their purchase decision. It should also be noted that a mere 4% of respondents have owned a battery-electric vehicle while 68% say they have never been in a battery-electric vehicle.
   
• Pros and cons: Nearly two-thirds (63%) of respondents say battery-electric vehicles are better for the environment. Half of respondents also believe the cost of charging compared with the cost of gas will be advantageous. “Gas is expensive, wasteful of [the] environment, [and] leaves our country dependent on foreign powers,” said one consumer. However, 65% are concerned about the availability of charging stations, with one respondent saying, “Charging stations are still not readily available. Charging technology should allow hookup when you get home, with energy draw during off peak hours.” More than half (60%) of respondents are concerned about driving range, with 76% of those with no battery-electric vehicle experience expecting vehicles to have a driving range of 300 miles or more.

“Charging, cost and range are unavoidable challenges for battery-electric vehicles when compared with traditional vehicles,” Kolodge added. “Automakers should focus as much on developing some overriding advantages instead of just working on minimizing the disadvantages. Consumers don’t know what to ask for but there are all sorts of possibilities. The first automakers to solve this will have a huge advantage.”

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.

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 335,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

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

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

 

Electric Utilities Refine Account Management Processes to Deliver Superior Service to Largest Customers, JD Power Finds

2019-10-22

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COSTA MESA, Calif.: 23 Oct. 2019 — Key electric utility customers, such as manufacturing facilities, hospitals, universities and data centers—which can often represent 30%-50% of an electric utility’s annual revenue—are more satisfied with the service they are receiving from their utility than are general business customers. According to the JD Power 2019 Business Electric Utility Key Account Satisfaction Study,^SM released today, the key to achieving that higher level of customer satisfaction is dedicated account management that includes joint planning sessions to assess customer needs throughout the year.

“Electric utilities are proving to their key accounts that they are able to deliver the types of highly personalized, customer-centric account management processes that resonate in the form of better advocacy and higher levels of customer satisfaction,” said Kelly Jackson, Manager of Utilities Intelligence at JD Power. “Far and away, the most important factor driving strong performance with key accounts is the deployment of joint planning sessions to assist with customer concerns, issues and expectations. This step helps demonstrate how utilities are creating value and fostering a real sense of partnership with their key accounts.”

Following are key findings of the 2019 study:

• Key accounts significantly more satisfied than general business customers: When compared with the results of the JD Power Electric Utility Business Customer Satisfaction Study,SM which measures the customer satisfaction of all business customers, satisfaction among key account customers averages 51 points higher (on a 1,000-point scale) than among general business customers.
   
• Joint planning sessions emerge as keys to greater customer satisfaction: Overall satisfaction scores are 159 points higher, on average, when key accounts are brought into joint planning sessions, in which utilities proactively address concerns, efficiency and account planning issues, than when no proactive account management is in place.
   
• Multiple joint planning sessions are preferred: On average, key account customers say they would prefer 3-4 joint planning sessions per year. However, the average number of joint planning sessions provided to key accounts in the study was 2.25.

The 2019 Business Electric Utility Key Account Satisfaction Study, now in its second year, is based on responses from 1,340 key account customers of electric utilities. Overall satisfaction is measured across six factors of the business customer experience (listed in order of importance): customer service and management; delivery; price; communication; corporate responsibility; and billing and payment. The survey was fielded from January through September 2019.

For more information about the Business Electric Utility Key Account Satisfaction Study, visit
https://www.jdpower.com/business/resource/key-accounts-electric-utility-business-customer-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
 

 

Auto Insurance Claims Satisfaction Reaches Record High as Carriers Refine Time-Consuming Processes, JD Power Finds

2019-10-22

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COSTA MESA, Calif.: 24 Oct. 2019 — Even as drivers continue to log a record number of miles behind the wheel and rack up ever-higher auto insurance claim totals, insurance carriers are rising to the challenge by delivering the highest levels of customer satisfaction ever catalogued by the JD Power U.S. Auto Claims Satisfaction Study.^SM The 2019 study, released today, finds that customer satisfaction with the auto insurance claim process has increased year over year across every factor measured.

“The investment is paying off,” said David Pieffer, Vice President, JD Power Property & Casualty Insurance Intelligence. “The investments made by insurers in claim digitization and internal process improvements are resulting in shorter cycle times and an improved overall claim experience. Despite this strong performance, there is still some room for improvement, particularly in the area of helping claimants feel more at ease during the first notice of loss.”

Following are key findings of the 2019 study:

• Record-high customer satisfaction with auto claims: Overall satisfaction with the auto insurance claim process increases to a record-high 868 (on a 1,000-point scale), up 7 points from last year’s study. The performance improvement is driven by an increase in performance across every factor measured in the study: first notice of loss; claim servicing; estimation process; repair process; rental experience; and settlement.
   
• Cycle time improves by one-half day: The amount of time it takes from the first notice of loss to the return of the vehicle to the customer has been cut from an average of 13.5 days in 2018 to 12.9 days in 2019 for repairable vehicles.
   
• Room to improve on helping claimants feel at ease: The single performance indicator with the largest overall effect on customer satisfaction and brand advocacy is making the customer feel at ease during the first notice of loss. On average, the industry meets this challenge just 64% of the time. Younger claimants are significantly less likely than their older counterparts to say they are at ease after initially reporting their claim.
   
• Customer preference for digital status updates increases: Preference for digital status updates during the course of a claim has increased 6% over the past two years of the study. However, a majority of claimants still prefer proactive, non-digital status updates, such as calls from the repair facility, calls from the agent and calls from the insurer. When these types of personalized communications are used, customer satisfaction with claim servicing is significantly higher than the baseline factor score.

Insurer Rankings

Amica Mutual ranks highest in overall customer satisfaction with a score of 898. COUNTRY Financial (896) ranks second and Erie Insurance (879) ranks third.

The 2019 U.S. Auto Claims Satisfaction Study is based on responses from 11,186 auto insurance customers who settled a claim within the past six months prior to taking the survey. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim. Survey data was collected from November 2018 through September 2019.

For more information about the U.S. Auto Claims Satisfaction Study, visit
https://www.jdpower.com/resource/jd-power-us-auto-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, 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
 

 

Lexus and Toyota Rank Highest in Vehicle Dependability

2019-10-23

TOKYO: 24 Oct. 2019 — Problems with connectivity—a critical issue among vehicle owners in Japan—have increased in 2019, according to the JD Power 2019 Japan Vehicle Dependability Study^SM (VDS), released today. Problems with diesel engines and transmissions also increased from 2018.

“Connectivity with media devices is perceived as an important quality issue for vehicle owners,” said Atsushi Kawahashi, Senior Director of the Automotive Division at JD Power. “Such problems do not always relate to the quality of the vehicle but should not be ignored. It’s expected that these features will be installed more frequently in new vehicles, so it is imperative for manufacturers to proactively improve this problem area.”

The study, now in its fifth year, measures problems experienced during the past 12 months by original owners of vehicles after 37 to 54 months of ownership. The study examines 177 specific problems across eight categories: vehicle exterior; driving experience; features/controls/displays (FCD); audio/communication/entertainment/navigation (ACEN); seats; heating, ventilation and air conditioning (HVAC); vehicle interior; and engine/transmission. Overall dependability is determined by the number of problems reported per 100 vehicles (PP100), with a lower score reflecting higher quality.

Following are some key findings of the 2019 study:

• Overall vehicle dependability improves at a slow rate: Overall vehicle dependability (72 PP100) improves in 2019 from 75 PP100 in 2018. When looking at the eight categories, vehicle dependability improves in six of them, with the most improvement being in vehicle exterior (-1.6 to 12.9 PP100) and engine/transmission (-1.1 to 10.7 PP100).
   
• Ten brands improve: Among the 14 brands included in the study, 10 brands show improvement in vehicle dependability year over year.
   
• Some functions and features more frequently installed: The study also examines whether the new vehicle is equipped with any specific functions and features. Features showing the highest installation increase year over year are: lane departure warning system (29% vs. 15% in 2018); collision avoidance/alert system (45% vs. 33%); reverse parking-assist system (34% vs. 27%); and built-in Bluetooth^? mobile phone/audio connectivity (64% vs.57%).
   
• Diesel engine and transmission problems: Overall, the number of engine/transmission-related problems averages 10.7 PP100, an improvement from 11.8 PP100 in 2018. However, transmission-related problems in diesel vehicles has increased to 24.0 PP100 from 18.5 PP100 a year ago. Among all the specific problems, incorrect lighting of engine warning light and exhaust system problems have been more frequently cited.

Study Rankings

Lexus again ranks highest in overall vehicle dependability among all brands, with a score of 42 PP100. Toyota ranks highest again in the mass market segment, with a score of 60 PP100.

Highest-Ranked Models

The vehicle models ranking highest in their respective segments in 2019 are:

• Mini-car segment: Suzuki Lapin (56 PP100)
• Compact segment: Toyota Passo (35 PP100)
• Midsize segment: Toyota Prius (54 PP100)
• Minivan segment: Honda Freed (50 PP100)

The 2019 Japan Vehicle Dependability Study is based on responses from 20,978 purchasers of new vehicles in the first 37 to 54 months of ownership. The study was fielded online from June through July 2019.

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

 

Credit Card Holders in Canada More Satisfied with Non-Traditional Issuers, JD Power Finds

2019-09-18

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TORONTO: 19 Sept. 2019 — Canada’s non-traditional credit card issuers are winning the hearts of customers with more compelling rewards, benefits and services as consumer preferences, lifestyle and expectations shift. According to the JD Power 2019 Canada Credit Card Satisfaction Study,^SM the top four credit card issuers collectively have significantly higher customer satisfaction than other issuers included in the study (799 vs. 754, respectively, on a 1,000-point scale), and significantly outperform them in rewards (835 vs. 757); benefits and services (743 vs. 689); and credit card terms (768 vs. 718).

“Non-traditional credit card issuers are making significant headway, differentiating themselves with rewards and benefits that better resonate with consumers,” says John Cabell, Director, Wealth and Lending Intelligence at
JD Power. “This differentiation, especially when it comes to customer understanding of benefits and redeeming rewards, has significant ramifications on issuers’ ability to attract or retain customers, as well as their revenue potential and ability to hedge against possible future market disruptors such as Apple Card.”

According to the study, customers who fully understand the benefits offered by their credit card issuer have significantly higher satisfaction levels compared with those who do not completely understand the benefits (840 vs. 736, respectively) and are nearly twice as likely (66% vs. 38%) to recommend their card to others. Furthermore, the fully knowledgeable client group is less likely to switch their current card issuer for better benefits (38% vs. 46%, respectively).

The top four credit card issuers do a better job in meeting key performance indicators (KPIs) than other issuers in the study, especially when it comes to their customers completely understanding how to redeem rewards (78% vs. 63%, respectively) and ease of finding information about benefits (40% vs. 30%). As a contributing result, these top four issuers have a more positive brand image since they are perceived as more customer-driven (5.08 vs. 4.64 on a 7-point scale); more proactive (5.57 vs. 5.29); and friendlier (5.70 vs. 5.45).

Following are additional key findings of the 2019 study:

• Cash rewards most popular: Cash rewards/cash-backs are the most popular rewards (30%), followed by airline tickets (23%). Customers who highly value the amount of rewards earned per dollar spent (rating of 9 or 10 on a 10-point scale) are significantly more likely to recommend their card and to spend an additional $277, on average, than those who rated the amount of rewards earned per dollar spent 5 or lower. Relatedly, the relaunch of Aeroplan Loyalty miles for Air Canada customers is an important milestone in the credit card industry.
   
• Hotels drive higher satisfaction among benefits: Benefits that have the most influence on satisfaction when used by credit card holders are hotel (814); shopping (799); and other travel-related benefits (774). However, while these benefits provide the greatest effect on benefits and services satisfaction, they are not frequently used. Utilization among card holders is only 2% for hotel benefits, 9% for shopping benefits and 6% for other travel-related benefits.
   
• “Less is more” with customer communications: Surprisingly—and counter to customers in the United States—customers in Canada have higher satisfaction when they are contacted only once or twice annually by their issuer. By comparison, satisfaction among U.S. customers is higher when they receive three or four communications per year. Interestingly, satisfaction with communications among customers in Canada declines as the number of communications increases (806 for communicating once vs. 772 when contacted seven or more times). Email is the most preferred method of communications by customers across all age groups, although it is not used by issuers as often as customers would like.
   
• Canadian cardholders continue to embrace digital channels: Usage of issuers’ digital channels has been on the rise in Canada during the past year among all age groups. In fact, 44% of customers age 40 and older have been using their credit card company’s mobile website and 29% have been using the mobile app. This represents a year-over-year increase of 8 percentage points for mobile websites and 5 percentage points for mobile apps. Issuers should look beyond the “must-have features” and incorporate additional functionalities into these digital channels that positively affect satisfaction. Some of these add-value features include the ability to check credit bureau score; credit line increase request; biometric login; and pre-login balance display.

Study Rankings

Tangerine ranks highest in overall customer satisfaction among credit card issuers in Canada with a score of 816, which is 53 points higher than the industry average (763). American Express (803) ranks second and Canadian Tire (798) ranks third.

The Canada Credit Card Satisfaction Study measures satisfaction of card holders’ primary credit card issuer. The study measures performance in six factors critical to the customer experience (in alphabetical order): Benefits and Services; Communication; Credit Card Terms; Customer Interaction; Key Moments; and Rewards. The study was fielded between May and June 2019 and includes responses from 6,617 card holders who used a major credit card in the past three months.

For more information about the Canada Credit Card Satisfaction Study, visit

https://canada.jdpower.com/business/resource/canada-credit-card-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
Gal Wilder, Cohn & Wolfe; 647-259-3261; [email protected]
Sandy Caetano, Cohn & Wolfe; 647-259-3288: [email protected]
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

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

 

North American Airports Struggle to Keep Travelers Happy Amid Construction Delays and Surging Passenger Volumes, JD Power Finds

2019-09-24

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COSTA MESA, Calif.: 25 Sept. 2019 — Scaffolding and cranes are official welcome signs to several North American airports these days as record passenger volumes force major expansion efforts. However, the road closures, confusing signage and delays that come with these projects are making it hard on passengers, and that disruption is evident in the results of the JD Power 2019 North America Airport Satisfaction Study.^SM Overall passenger satisfaction with North American airports has risen only a single point (on a 1,000-point scale) year over year, following several years of steady improvement.

“With major terminal construction projects now underway in Los Angeles, Boston, Chicago, Atlanta and many other airports, it is becoming impossible for travelers not to experience some form of disruption,” said Michael Taylor, Travel Intelligence Lead at JD Power. “While these projects are absolutely necessary to address surging demand, they are currently causing passenger delays and confusion. This translates into a rushed passenger experience and less money spent on food, beverage and retail—and it’s slowing the progress of the airport satisfaction we’ve seen in the past several years.”

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

• Traveler satisfaction stagnates after several years of growth: The overall customer satisfaction score this year for North American airports is 762, up 1 point from 2018. The modest performance is attributable to lower-than-average facility access scores, with larger numbers of travelers citing construction-related delays getting into and out of the airport.
   
• Light at the end of the tunnel: The common bond among top-performing airports such as Detroit Metropolitan, Portland International and Indianapolis International is relatively new facilities that accommodate increased passenger volume, incorporate localized food and beverage offerings and offer easy access. Airports that can handle larger numbers of passengers while providing such experiences see a payoff in the form of improved satisfaction scores.
   
• Improved TSA processes, biometric screening improve security efficiency: The experience of getting through airport security—a perennial drag on airport satisfaction scores—has improved 5 points due to improved TSA processing and more widespread adoption of biometric screening technologies that move passengers through security faster.

Airport Satisfaction Rankings

Detroit Metropolitan Wayne County Airport ranks highest in passenger satisfaction among mega airports with a score of 786. Minneapolis-Saint Paul International Airport/Wold (779) ranks second, while Las Vegas McCarran International Airport (777) and Orlando International Airport (777) rank third in a tie.

Portland (Ore.) International Airport ranks highest among large airports with a score of 833. Dallas Love Field (826) ranks second and Tampa International Airport (822) ranks third.

Indianapolis International Airport ranks highest among medium airports with a score of 833. Jacksonville International Airport (831) ranks second and Buffalo Niagara International Airport (829) ranks third.

The 2019 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium North American airports by examining six factors (in order of importance): terminal facilities; airport accessibility; baggage claim; security check; check-in/baggage check; and food, beverage and retail. Mega airports are those having 33 million or more passengers per year; large airports have 10 to 32.9 million passengers per year; and medium airports have 4.5 to 9.9 million passengers per year.

Now in its 14th year, the study is based on responses from 32,276 U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past three months. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from October 2018 through September 2019.

For more information about the North America Airport Satisfaction Study, visit
http://www.jdpower.com/resource/north-america-airport-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

 

Window and Patio Door Brands Stand Out Through Messaging and Customer Service, JD Power Finds

2019-08-06

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COSTA MESA, Calif.: 7 Aug. 2019 — As visual differentiation between windows and patio doors can be difficult, it is more important than ever that manufacturers and retailers focus on effective product messaging and customer service throughout the purchase and installation process to stand out, according to the JD Power 2019 Windows and Patio Doors Satisfaction Study,^SM released today.

“To the typical window customer, it may be difficult to distinguish between two different window brands just based on appearance alone, which means manufacturers and retailers must put forth the effort to differentiate themselves through trust,” said Christina Cooley, At Home Intelligence Lead at JD Power. “To continue to increase customer satisfaction, the focus must be on the contact points with the customer from crafting simple, helpful and effective messaging to attentive and efficient sales and installation processes.”

The study’s manufacturer brand segment measures satisfaction among customers based on performance in three factors (in alphabetical order): appearance and design features; operational performance and durability; and warranty. The retailer segment measures satisfaction among customers based on performance in four factors (in alphabetical order): installation; ordering and delivery; price; and sales staff and service.

Window and Patio Door Manufacturer Brand Rankings

Infinity from Marvin ranks highest with a satisfaction score of 890, followed by Renewal by Andersen (887) and American Craftsman (869).

Window and Patio Door Retailer Brand Rankings
Window World ranks highest with a score of 878 followed by Renewal by Andersen (875).

The JD Power Windows and Patio Doors Satisfaction Study is based on survey responses from 2,913 customers who purchased windows or patio doors within the previous 12 months, with 1,102 purchasing from one of the retailers profiled within the study. The study was fielded in January-May 2019.

For more information about the JD Power Windows and Patio Doors Satisfaction Study, visit http://www.jdpower.com/business/resource/jd-power-windows-and-patio-doors-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

 

 

Cost Becomes Key Factor in Satisfaction with Dealership Service as Vehicles Age, JD Power Finds

2019-08-09

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MEXICO CITY: 9 Aug. 2019 — As vehicles age and warranties end—typically in the 4- to 7-year age window—most owners significantly cut down on dealership visits and begin to visit non-dealer facilities for service, according to the inaugural JD Power 2019 Mexico Customer Service Index—Long-Term (CSI-LT) Study,^SM released today. As a result, it is critical for authorized dealerships to focus on providing high-satisfaction service experiences to retain customers during and after this time period.

“Dealers are missing a huge opportunity for customer retention and acquisition because they’re overpricing their services when vehicles are most likely going to require more extensive work,” said Gerardo Gomez, Senior Director and Country Manager at JD Power de Mexico. “When vehicles age, they need more than a simple oil change. Parts that are crucial to their continued operation will need to be replaced and customers are looking for the most affordable option to have this done. By charging significantly higher prices for these services, dealers are giving customers little choice other than to seek service elsewhere. In fact, in the seventh year of vehicle ownership, owners are visiting non-dealer facilities more than twice as much as they visit dealerships.”

The study delivers a comprehensive analysis of the service experience among owners of 4- to 12-year-old vehicles and evaluates customer satisfaction with their servicing dealer or non-dealer by examining five key measures (in order of importance): service quality (22%); service advisor (22%); service initiation (20%); vehicle pick-up (18%); and service facility (18%). Satisfaction is calculated on a 1,000-point scale.

The study finds that, while customers visit non-dealer service facilities more frequently after warranties expire, their overall satisfaction with dealers is still higher (+22 points for owners of vehicles that are 4-7 years old and 50 points for owners of vehicles that are 8-12 years old).

Following are some key findings of the 2019 study:

• Recommended work leads to high satisfaction, additional revenue: When service advisors suggest work in addition to vehicle owners’ anticipated service, dealer customers have higher satisfaction scores, especially if they have the recommended work done (+95 points compared with when additional work wasn’t recommended). Overall, dealer customers also have higher satisfaction than non-dealer customers regardless of whether work wasn’t recommended (+25); was recommended and completed (+46); or recommended but not completed (+38). Additionally, the average transaction price for recommended and completed work increases by 12.8% for dealers ($2,748 vs. $2,436).

• Fix it right the first time: When customers pay a higher amount for out-of-pocket service (more than $2,000), the key activity for dealers is to ensure work is done right the first time. When work is done right the first time, 47% of customers with expensive service still have high satisfaction. Only 10% have high satisfaction when work is not done right the first time.

• Dealership visits decrease with age: Vehicles 8-12 years old are taken to a dealer for service 75% less often than vehicles that are 3 years old or newer. Nonetheless, customer satisfaction is higher among owners who get their vehicle serviced at a dealership rather than at a non-dealer.

Highest-Ranking Brands

Mazda ranks highest in overall satisfaction with a score of 823. Chevrolet (822) ranks second, while Honda (806) and Toyota (806) rank third in a tie.

The 2019 Mexico Customer Service Index—Long-Term Study is based on the evaluations of 2,835 interviews with new- and used-vehicle owners in Mexico approximately 3 to 12 years after purchase. The study was fielded from March through May 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
Brais Alvarez; Mexico City; +52 55 5081 2892 / +52 1 55 7474 4074; [email protected]
Silvia Mosqueda; Mexico City; +52 1 55 5368 2177; [email protected]
Geno Effler; USA; 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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Online Home Improvement Research Drives Sales at Brick-and-Mortar Retailers, JD Power Finds

2019-06-04

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COSTA MESA, Calif.: 5 June 2019 — To help people create the home of their dreams, brick-and-mortar home improvement retailers must invest in their websites and web presence. According to the JD Power 2019 Home Improvement Retailer Satisfaction Study,^SM released today, 41% of home improvement retailer customers research and/or shop online before making an in-store purchase. That same group of customers also spends more on home improvement products than customers who do not conduct online research, yet many home improvement retailer websites don’t measure up to customer expectations.

This is significant because total sales for home improvement products in 2019 is expected to reach $420 billion, a 5% increase from 2018.¹

“The proliferation of home improvement-related sites, services and tutorials on the web creates a complex set of challenges and opportunities for brick-and-mortar home improvement retailers,” said Christina Cooley, At Home Intelligence Lead at JD Power. “Online retailers do introduce new competition, but when traditional retailers get their online/offline formula right, they are able to really differentiate by offering a level of personalized knowledge and expertise that cannot be replicated in an online-only environment. Many retailers still have work to do to, though, when it comes to creating satisfying online experiences.”

Following are some key findings of the 2019 study:

• Web becomes critical conduit to in-store sales: Among all home improvement retailer customers, 41% say they have either researched or shopped online prior to visiting a store. What’s more, customers who shop or research online prior to visiting a retail location spend an average of $620 more per year than those who just visit the store.

• Retailer websites could learn from social sharing sites: While home improvement retailer websites are the most popular sources of information for online shoppers, overall satisfaction for those who visit a home improvement retailer website is 821 (on a 1,000-point scale), which is lower than those who visit manufacturer websites (832), image and video sharing websites (843) or social networking sites (869). 

• Yes, you may help me with something: Two minutes is the maximum amount of time for home improvement retailers to provide assistance to customers. When that threshold is met, there is an increase of 67 points on overall customer satisfaction. However, retailers are providing assistance within two minutes for just 26% of customers, a decline of two percentage points from last year’s study.
   
• Wide variability in staff knowledge: One of the key differentiators among top-performing retailers is the ability of the staff to consistently and thoroughly explain product features. Ace Hardware and True Value both performed significantly above the study average in this key performance indicator.

Study Rankings

Ace Hardware and True Value rank highest in a tie among home improvement retailers, with a score of 840. Lowe’s (834) ranks third.

The 2019 Home Improvement Retailer Satisfaction Study measures customer satisfaction with home improvement retailers by examining five factors (in alphabetical order): merchandise; price; sales and promotions; staff and service; and store facility. The study is based on responses from 2,433 customers who purchased home improvement-related products from a home improvement retailer within the previous 12 months. The study was fielded in January-February 2019.

For more information about the Home Improvement Retailer Satisfaction Study, visit https://www.jdpower.com/business/resource/us-home-improvement-retailer-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

¹According to Home Improvement Research Institute.

 

After-Sales Satisfaction Affects Brand Loyalty in UAE, JD Power Finds

2019-06-25

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SINGAPORE: 25 June 2019 — Vehicle owners who are satisfied with their after-sales experience are more than twice as likely to purchase a new vehicle from the dealership that serviced their vehicle, according to the JD Power 2019 UAE Customer Service Index (CSI) Study,^SM released today.

The study finds that 67% of mass market customers who are satisfied (scoring 878 or above on a 1,000-point scale) indicate that they “definitely will” buy a new vehicle in the future from the dealership that serviced their vehicle. In contrast, only 23% of mass market customers who are disappointed (699 or below) with the service they received, would repurchase at the same dealership.

“With low overall sentiments continuing in the market, it is important for brands to appreciate their existing customers’ business,” said Shantanu Majumdar, Regional Director of the Automotive Practice at JD Power. “After-sales customers who are less satisfied with their service experience are extremely likely to consider other brands when they are in the market again for a new vehicle.”

The study also shows that first impressions are important, as an engaging and meaningful interaction with a service advisor notably affects the customer experience. Moreover, owners who had a delightful experience say they were greeted immediately by a service advisor 87% of the time; that the service advisor was completely focused on his/her needs 97% of the time; and that they received helpful advice 94% of the time. Overall, more than half (51%) of vehicle owners said they “definitely will” recommend the dealership.

“In the UAE, word-of-mouth plays an important role in influencing purchase decisions,” said Brian Walters, Managing Director, Skelmore Automotive Consulting, Dubai. “Dealerships that can manage their service reputation and equip their service advisors with appropriate skills and technology, stand a better chance of retaining their existing customers.”

Following are additional key findings of the 2019 study:

• Overall service experience exceeds expectations: One-third of all owners say their overall service experience was better than expected. Satisfaction among these owners—across both mass market and luxury segments—is 58 points higher than the average of 793.
   
• Service advisors are key: Service advisors play a key role in influencing the after-sales experience. Among the 88% of owners who said their service advisors reviewed the work done on their vehicle with them, satisfaction is 61 points higher than those who did not have a similar experience.
   
• Clean my car, please: More than three-fourths (79%) of owners say they received their vehicles washed and vacuumed. Satisfaction among these customers is 60 points higher than those whose vehicle was neither washed nor vacuumed.
   
• Use of technology enhances service experience: Satisfaction is 21 points higher for owners who mentioned that their service advisor used a tablet during their service visit when interacting with them than those who did not have a similar experience.

Study Rankings

GMC ranks highest in satisfaction with dealer service among mass market brands, with a score of 809. Nissan ranks second with a score of 804, while Mazda ranks third with a score of 799.

Cadillac ranks highest in satisfaction with dealer service among luxury brands, with a score of 853. Porsche ranks second with a score of 848, while Land Rover ranks third with a score of 841.

The JD Power 2019 UAE Customer Service Index (CSI) Study is based on responses from 3,877 owners who purchased their new vehicle between December 2013 and May 2019 and took their vehicle to an authorised dealership service centre between December 2017 and May 2019. The study was fielded from December 2018 through May 2019 in all Emirates across the UAE.

The study measures customer satisfaction with service at an authorised service centre for maintenance or repair work amongst owners of 0- to 60-month-old vehicles who visited the service centre in the past 12 months. The study measures overall satisfaction by examining five factors (listed in order of importance): service quality (32%); service facility (20%); vehicle pick-up (18%); service initiation (16%); and service advisor (15%).

The study now 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.

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

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

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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.