Category: Uncategorized

Word-of-Mouth and Online Research Have Big Impact on Model and Dealer Selection, JD Power Finds

2018-12-17

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SINGAPORE: 20 Dec. 2018 — Nearly three-fourths of new vehicle buyers in the U.A.E. either rely on consulting with friends or relatives or on online research to decide not only on the vehicle brand and model to purchase, but also the specific dealership from which to purchase, according to the JD Power 2018 U.A.E. Sales Satisfaction Index (SSI) Study,^SM released today.

Vehicle pricing, followed by features specifications, warranty, sale promotions and dealer information are the most-cited information searched for by vehicle buyers online. However, nearly one-fifth (18%) of customers visit their purchasing dealer website. Alternatively, 68% of new-vehicle buyers who shopped online contacted their purchasing dealership over the phone, email or text prior to their visit, primarily to confirm the dealership location and operating hours, vehicle pricing, features, dealership stock and available finance options—information that should have been made available on the dealership website. Notably, buyers who shop online report lower satisfaction scores than those who do not (840 vs. 850, respectively, on a 1,000-point scale).

“As the path to new vehicle purchases increasingly relies on online sources, it is imperative for manufacturers and dealerships to design websites that feature the required information sought by buyers and are easy to navigate across multiple devices,” said Shantanu Majumdar, Regional Director Automotive Practice at JD Power. “Given that word-of-mouth plays a strong role in influencing purchase decisions, dealerships that can actively manage their reputation online stand a better chance to enhance their retail experience, and ultimately, win new customers.”

Following are additional key findings of the 2018 study:

• Use of technology during sales process drives engagement and satisfaction: Usage of tablets by sales consultants during the sales process to record customer details and requirements, as well as to demonstrate vehicle features, yields a higher satisfaction score than when a tablet is not used (852 vs. 837, respectively).
   
• Opportunity to enhance dealer amenities: Across the six factors measured in the study, the dealership facility has the highest weight in driving overall sales satisfaction (25%). The availability of amenities such as free wireless internet access, complimentary snacks, accessory viewing area and vehicle color palette display yield higher satisfaction scores. Furthermore, satisfaction scores are higher when the deal is finalized inside the office than in an open area.  
   
• Introduction to aftersales service department: At the time of delivery, 78% of customers were provided an overview of or introduced to someone in the service department, which increases satisfaction by 42 points.

Study Rankings

Kia ranks highest in sales satisfaction among mass market brands, with a score of 859. Ford ranks second with a score of 855, while Nissan ranks third with a score of 854.

Land Rover ranks highest in sales satisfaction among luxury brands, with a score of 880. BMW ranks second with a score of 859, while Infiniti ranks third with a score of 856.

The 2018 U.A.E. Sales Satisfaction Index (SSI) Study measures satisfaction with the sales experience among new-vehicle buyers. Buyer satisfaction is based on six measures: dealership facility (25%); delivery process (23%); dealer sales consultant (20%); paperwork completion (17%); working out the deal (10%); and dealership website (5%).

The study is based on responses from 2,083 buyers who purchased or leased their new vehicle between March through November 2018. 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 July through November 2018.

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.

About JD Power in the Asia Pacific Region

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

Aisling Carty; JD Power; Singapore; 65-3165-0119; [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.

 

Personal Touch Still Pays When Communicating with Credit Card Customers, JD Power Finds

2018-07-30

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SINGAPORE: 31 July 2018 — One in three cardholders in Hong Kong find communications and information from their credit card issuer misleading, according to the JD Power 2018 Hong Kong Credit Card Satisfaction Study,^SM released today. To engage cardholders and enhance the customer experience, issuers need to be transparent and deliver on their value proposition. 

“Over the past few years, card issuers have invested heavily into digital platforms. While this channel may be more cost-effective and may offer 24/7 convenience for customers, issuers need to understand that it is crucial to build trust and deepen relationships with their customers through a holistic approach to their service offerings, combining digital and offline channels. In this digital age, issuers cannot overlook customers who prefer the human touch,” said Anthony Chiam, Regional Practice Leader, Financial Services at JD Power. 

According to the study, nearly 90% of cardholders have used digital channels (online and mobile apps) to interact with their issuers in the past 12 months. The usage of mobile apps has increased to 54% from 28% since last year; however, customer satisfaction with this channel has dropped by 16 points to 713 (on a 1,000-point scale). User-centred design, experience, trust and security are critical to drive more cardholders to the app, as 34% of customers are deterred due to security concerns. 

Despite the shift toward digital channels, many cardholders prefer personal interaction from the point of application and throughout the cardholder journey. Nearly half (45%) of cardholders have opted to apply for their card via personal channels. In addition, 48% of cardholders still turn to the call centre when they are faced with issues. 

To offer a more personalised user experience across all channels, issuers need to focus on tailoring their communication to cardholders’ specific preferences as opposed to appealing to the masses. This can enable issuers to offer products and services personalised to suit their cardholders’ needs. Half of the cardholders who have opted out of receiving marketing materials indicate they are open to being contacted with personalized marketing catering to their needs from their card issuers. 

The following are additional key findings of the study: 

• Increase in mobile payment app usage: The percentage of cardholders using mobile payment apps linked to their credit card has increased to 54% from 41% last year. 

• More than two-thirds of cardholders use primary card for online purchases: Online shopping is most popular among Gen X and Gen Y[1] (76%), with Boomers (67%) not far behind. 

• Delivering on value proposition drives satisfaction: Satisfaction is higher among cardholders who perceive issuers to be customer-driven and reliable than among those who do not (783 vs. 663, respectively). Delivering on a value proposition also increases spend by 20% (HK$7,110 vs. HK$5,915) and results in more cardholders recommending their card to friends and families (86% vs. 75%, respectively). 

Study Rankings 

American Express ranks highest in credit card satisfaction with an overall score of 789 and performs well across all six factors. DBS ranks second with a score of 718, and Dah Sing Bank ranks third with a score of 717. 

The 2018 Hong Kong Credit Card Satisfaction Study examines customer satisfaction with the products and services provided by their primary card issuer. The study measures overall satisfaction in six key factors: interaction (27%); benefits and services (19%); rewards (17%); communications (17%); credit card terms (16%); and key moments (4%). 

The study is based on responses from 2,911 credit card customers. Coverage includes 11 major credit card issuers in the market, nine of which are rank-eligible, with scores based on the customer’s primary card used. The study was fielded in May to July 2018. JD Power conducts a series of credit card studies across key financial markets, including Australia, China, Singapore and the United States. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

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

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com.

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

 

Enhanced Customer-Centric Services Boost Satisfaction, JD Power Finds

2018-03-29

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SINGAPORE: 2 APR. 2018 — Vehicle owners value personalised services that are designed for their convenience and that enhance their experience, according to the inaugural JD Power 2018 U.A.E. Customer Service Index (CSI) Study,^SM released today. 

Ensuring that service advisors are front and centre when it comes to communicating with vehicle owners helps drive overall satisfaction with their servicing experience, which increases by 35 points (on a 1,000-point scale) when an advisor is available to speak to the customer when they drop off their vehicle. Despite this finding, 35% of customers indicate that they spoke to a receptionist rather than a service advisor to discuss their servicing needs when visiting their dealer. Satisfaction amongst these customers is 50 points below the industry average. 

“Service advisors undergo intensive training on the product and the after-sales process and possess the necessary soft skills which equip them to understand and address their customers’ requirements better than anyone else at the dealership,” said Shantanu Nandi Majumdar, Regional Director, Automotive Practice at JD Power Singapore. “They are usually the first point of contact that a customer has after the sales process is completed. The interaction with customers is therefore critical to continue building on the relationship that began during the sales process.” 

Furthermore, satisfaction increases by 8 points when service advisors deliver the customer’s vehicle back to them (72%) as opposed to another member of the staff after completion of the service or repair work (29%).    

The following are additional key findings of the study: 

• Transport vehicle for drop-off: Nearly one-half (45%) of customers indicate that they needed transport for a drop-off when their vehicle was being serviced. However, 62% of vehicle owners at the service centre did not receive transport, which lowers satisfaction by 17 points. 

• Personalised service experience: Overall satisfaction is 25 points above average amongst the 40% of customers who were offered valet parking. Similarly, amongst the 70% of customers who serviced their vehicle using quick/ express service, satisfaction is 38 points higher than average. Additionally, satisfaction is 13 points higher amongst the 44% of customers who were told the name of their service mechanic than amongst those who were not given the name—underscoring the importance of service mechanics in the vehicle servicing experience. 

• Need to review and redefine the service appointment process: The time taken to hand over the vehicle for service is critical for customers in the U.A.E. Surprisingly, a greater proportion of customers who made an appointment for vehicle service say they had to wait to meet their service advisor, compared with those who dropped by for servicing (29% vs. 19%, respectively). Furthermore, the amount of time taken to hand over the vehicle for service is also higher amongst customers who had a scheduled appointment, with 34% these customers having had to wait more than 15 minutes, compared with only 22% of those who dropped by. 

Study Rankings

Award recipient segments include mass market brands and luxury brands. 

Of the five award-eligible luxury brands, Infiniti ranks highest in satisfaction with dealer service with a score of 897, followed by Mercedes-Benz with a score of 862 and Lexus with a score of 858. 

Of the eight award-eligible mass market brands, Hyundai ranks highest in satisfaction with dealer service with a score of 858. Nissan (857) ranks second, followed by Toyota (838) and Ford and Honda in a tie (832 each). 

The 2018 U.A.E. Customer Service Index (CSI) Study is based on responses from 2,806 owners who purchased their new vehicle between September 2015 and February 2017 and took their vehicle to an authorised dealership service centre between March 2017 and February 2018. The study was fielded from September 2017 to February 2018 in all emirates across the U.A.E. 

The study measures customer satisfaction with service at an authorised service centre for maintenance or repair work amongst owners of 12- to 24-month-old vehicles who visited the service centre in the past six months. The study measures overall satisfaction by examining five factors (listed in order of importance): service advisor (24%); service initiation (22%); vehicle pick-up (19%); service quality (19%); and service facility (17%). 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [email protected]

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

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. In the United Arab Emirates, JD Power is collaborating with Skelmore Consulting Group, a Dubai-based management consulting firm, to launch two syndicated satisfaction studies with customized automotive solutions for companies. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com. 

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. http://www.skelmore.com/

 

More Than Half of Bank Customers Ready to Embrace Virtual Banking, JD Power Finds

1970-01-01

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Singapore: 5 Mar. 2018 — With more than half (57%) of customers now ready to embrace virtual banking with their main financial institution, banks need to rethink their strategy in order to meet the changing needs of their customers, according to the inaugural JD Power 2018 Hong Kong Retail Banking Satisfaction Study,SM released today. 

Although the study finds that 71% of customers have used online banking (via PC) to interact with their main bank in the last 12 months, only 30% have used mobile banking, which is significantly lower than the 78% in mainland China, 43% in Australia, and 41% in Singapore. Nevertheless, it is clear that customers feel more work is needed to improve the digital user experience, with 35% indicating having experienced a problem accessing their online banking account and 56% having experienced a problem with their mobile banking app. 

“Self-service channels such as ATMs, online and mobile banking are generating higher satisfaction than the traditional high-touch channels like branches and call centres,” said Anthony Chiam, Service Industry Practice Leader, at JD Power. “It is interesting that despite the shortfall in the digital user experience, customers are still more satisfied using these channels versus traditional channels.  They welcome the convenience and 24/7 accessibility and it will be interesting to see how banks build and deepen relationships with their customers going forward.” 

The study also finds that 52% of bank customers are frequent users of mobile payment services, i.e. payment for goods and services via mobile phones. This proportion is much higher than the 35% in Singapore and 19% in Australia but is still lagging behind mainland China at 98%. 

The following are additional key findings of the study: 

• WeChat Pay rated highest in satisfaction among mobile wallets: Of the mobile payment users in Hong Kong, 29% indicated that Apple Pay is their main mobile wallet, followed by Octopus O! ePay at 17%; Android Pay at 16%; Alipay at 15%; and WeChat Pay at 8%. However, WeChat Pay receives the highest satisfaction rating among mobile payment providers (7.7 points on a 10-point scale), followed closely by Apple Pay (7.6). 

• Premier bank customers are more satisfied: Overall satisfaction is substantially higher among retail banking customers who have a premier account (702) than among those who do not (667). 

• Switching intent from main bank is high: Nearly one-third (32%) of customers are considering switching their main banks, compared with 18% in Singapore and 16% in Australia. 

Study Rankings

Citibank ranks highest in retail banking customer satisfaction with an overall satisfaction score of 723. Citibank achieves the highest score in five study factors: account activities; account information; product offerings; fees; and facility.

The study measures customer satisfaction with the products and services provided by their primary financial institution. The study measures overall satisfaction in six key factors: account activities (33%); account information (19%); fees (16%); facility (16%); product offerings (12%); and problem resolution (4%).

The 2018 Hong Kong Retail Banking Satisfaction Study is based on responses from 2,371 retail banking customers. The study was fielded between November 2017 and January 2018. JD Power conducts a series of retail banking studies across several key financial markets, including Australia, Canada, China, India, Singapore and the United States. 

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-3165-0119; [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

 

JD Power and Skelmore Announce Release Schedule for Major Automotive Studies in United Arab Emirates

2017-11-14

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DUBAI: 14 Nov. 2017 — JD Power, the global leader in consumer data & analytics and advisory services, is collaborating with Skelmore Consulting Group, a Dubai-based management consulting firm, to launch two syndicated satisfaction studies with customized automotive solutions for companies in the United Arab Emirates. 

Applying JD Power’s extensive knowledge and experience of measuring customer feedback and Skelmore’s local relationships and understanding of the Gulf Cooperation Council (GCC) markets, next year will see the debut of the JD Power U.A.E. Customer Service Index (CSI) Study, which measures after-sales experience, and the JD Power U.A. E. Sales Satisfaction Index (SSI) Study, which measures the overall sales experience. These studies will allow automotive companies to benchmark their performance against competitors and provide the industry with core metrics related to the customer experience with the dealer network. The CSI Study is scheduled for release in February 2018 and the SSI Study is scheduled for April 2018. 

“Customer expectations in the automotive sphere are shaped by experiences across other industries, lifestyle changes and new technologies,” said Shantanu Majumdar, Director at JD Power Singapore. “These studies of the U.A.E. market will become invaluable to manufacturers and dealers as they strive to better understand their customers.” 

The CSI Study will be conducted among customers who have a new or used vehicle with an ownership period of 12-24 months and has been serviced at an authorised service centre in the past six months. The study will focus on the overall service experience and the factors that matter most to customers when they take their vehicles in for service to an authorised service centre. 

The SSI Study provides a measurement of customers during the first 2-6 months of ownership and analyses customer satisfaction with the pre-sales, sales and delivery experience.  The study examines six factors that contribute to overall satisfaction with the sales experience.  

Following the release of these two studies, JD Power and Skelmore are also planning to launch additional studies that measure customer satisfaction on product quality in the automotive industry in the territory of the GCC and in other markets in the Middle East, and will extend this collaboration to measure customer satisfaction in non-automotive sectors such as credit cards, banking and telecom. 

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the six offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean.jdpower.com. 

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. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [email protected]

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

Omar Kadrie, Skelmore Consulting Group; Phone 971 4 3395922; [email protected] 

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

About Skelmore Consulting Group www.skelmore.com

 

Rewards, Benefits Crucial in Battle to Be Consumers’ Primary Credit Card, JD Power Finds

2017-07-18

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HONG KONG: 18 July 2017 — Cardholders are consolidating their spending into one credit card as the percentage of customers with more than one card declines to 72% from 80% last year, according to the JD Power 2017 Hong Kong Credit Card Satisfaction Study,^SM released today. With major credit card issuers recognising this, they have increased the earn rate and improved the benefits and services offered.

With richer rewards programmes and better benefits/ services being offered by the primary card issuer,  overall satisfaction—measured on a 1,000-point scale—improves to 702, a 14-point increase from 2016. Specifically, satisfaction with rewards programmes increases to 720 from 706, and satisfaction with benefits and services increases 23 points to 684. The study also finds that cash rewards is the most preferred redemption programme, being cited as the most preferred programme by 36% of cardholders. 

“The issue here is whether cardholder loyalty lies with their card issuer or the rewards programme and benefits,” said Anthony Chiam, practice leader, service industry at JD Power. “With nearly 25% of cardholders considering switching from their primary card issuer—either for a better rewards programme or better benefits—it is important that issuers consider their long-term engagement strategies to minimize customer attrition.” 

Although rewards programmes have become richer, the study shows that more than 70% of cardholders do not fully understand all aspects of their programme. “It is crucial that issuers make all terms and conditions as concise as possible and that they do not hide key terms in the footnotes,” Chiam said. “Improving communication can go a long way toward reducing the problems faced by cardholders, which are the same as last year: fees; benefits and services; rewards; and credit limits.” 

With 41% of cardholders using mobile payment services, adoption of this channel is high, even more so among Millennials[1] (46%). There is a +39-point effect of this service on overall satisfaction, increasing to 725 points when this service is used from 686 when it is not used.

Satisfaction ultimately drives loyalty among cardholders, as the study finds that 63% of cardholders who are delighted with their card issuer (overall satisfaction scores of 900 or higher) say they “definitely would” recommend their card to a friend or colleague, compared with the study average of 15%.

Following are additional key findings of the study: 

• The focus on being the primary card of choice becomes increasingly important, as 52% of cardholders’ total spend is on their main card, with spending primarily focused on big ticket items, such as travel. 

• The average spend on cards with an attractive rewards programme is HK$7,978 vs. HK$4,824 for an unattractive programme, and overall satisfaction with more appealing rewards programmes is 263 points higher than with unattractive programmes (827 vs. 564, respectively). 

• The study shows that cardholders are more comfortable interacting digitally (online and mobile) with their card issuers than with call centres, as 86% have used digital channels in 2017, compared with 82% in 2016. 

Study Rankings

American Express ranks highest in credit card satisfaction with an overall score of 773 and performs well across five of the six factors. DBS ranks second with a score of 730, while Citibank ranks third with a score of 724. 

About the Study

The 2017 Hong Kong Credit Card Satisfaction Study examines customer satisfaction with the product and service provided by their main financial institution. The study measures overall satisfaction in six key factors: interaction (34%); billing and payment (20%); credit card terms (15%); benefits and services (15%); rewards (13%) and problem resolution (4%).

The study is based on responses from 2,685 credit card customers. Coverage includes 10 major credit card issuers in the market, nine of which are rank-eligible, with scores based on the customer’s primary card used and was fielded in May-June 2017. 

Media Relations Contacts

Aisling Carty; JD Power; Singapore; 65-6733 8980; [email protected]

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

About JD Power in the Asia Pacific Region

JD Power has offices in Singapore, Bangkok, Kuala Lumpur, Beijing, Shanghai and Tokyo that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries in the Asia Pacific region. Together, the six offices bring the language of customer satisfaction to consumers and businesses in Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Information regarding JD Power and its products can be accessed through the internet at asean-oceania.jdpower.com.

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

 

JD Power and Skelmore Collaborate to Bring Customer Satisfaction Research to the Middle East

2016-04-11

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NEW YORK AND DUBAI: 12 April 2016 — JD Power, a leading global provider of customer satisfaction research, has signed a letter of intent with Skelmore Consulting Group, a Dubai-based management consulting firm, to support the acceleration of growth and business opportunities for companies in the territory of the Gulf Cooperation Council (GCC) and in other markets in the Middle East.

JD Power and Skelmore have initial plans to launch solutions and quality metrics for the auto industry in the GCC. The two companies are exploring customized automotive solutions using JD Power’s extensive knowledge of measuring customer feedback and Skelmore’s local relationships and understanding of the GCC markets. Both companies are also evaluating the possibility of extending their collaborative efforts to include non-automotive sectors.

“The consumer marketplace has grown at such an exceptional rate in the Middle East,” said Gerrit Kuyntjes, vice president and general manager, JD Power—Singapore. “As a wide range of industries—from automotive to banking and insurance to hospitality—continue to mature in the region, it will be critical that executives are armed with reliable benchmarks and prescient data points that can help them improve the quality of their products and services.”

“We are very proud to have an opportunity to be associated with a company so widely recognized and respected in the automotive industry as JD Power,” said Amin Kadrie, chairman and CEO of Skelmore Consulting Group. “Coupled with Skelmore’s experience in the region and backed by a team of consulting experts, we believe that we can bring something exciting and game-changing to the GCC’s automotive industry.”

JD Power is a global market research company known for its independent consumer surveys of product and service quality, customer satisfaction and buyer behavior in more than a dozen industries. Established in 1968 and headquartered in Costa Mesa, Calif., JD Power has 17 locations serving North/South America, Europe and the Asia Pacific region.

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.

Media Relations Contacts

Xingti Liu; JD Power Asia Pacific; Singapore; Phone 65-6733-8980; [email protected]

Omar Kadrie, Skelmore Consulting Group; Phone 971 4 3395922; [email protected]

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

About Skelmore Consulting Group  www.skelmore.com

 

IKEA Ranks Highest in Customer Satisfaction with Kitchen Cabinets for a Second Consecutive Year

2015-04-06

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WESTLAKE VILLAGE, Calif.: 8 April 2015 — IKEA ranks highest in customer satisfaction with kitchen cabinets for a second consecutive year, according to the JD Power 2015 Kitchen Cabinet Satisfaction Study^SM released today.

The study measures customer satisfaction with kitchen cabinets by examining five factors (in alphabetical order): design features, operational performance, ordering and delivery, price, and warranty. Satisfaction is measured on a 1,000-point scale.

The growth in home improvement spending is expected to slow[1] throughout 2015. In the 2014 Kitchen Cabinet Satisfaction Study, 15 percent of customers who were asked about their recent and future home improvement purchases indicated they intended to purchase kitchen cabinets in the next 12 months; however, the 2015 study finds only 11 percent actually purchased them.

“As consumers have become more cautious with their home improvement spend, pressure on manufacturers to differentiate their brands so customers can recognize the unique value proposition offered has increased,” said Christina Cooley, director of home improvement industries at JD Power. “Since purchasing kitchen cabinets is a substantial investment for customers, it is to the manufacturer’s advantage to ensure the shopping, ordering, delivery, and installation process is as easy as possible. This can help reduce stress, maximize the value of the purchase, and encourage loyalty and word of mouth recommendations long-term.”

Kitchen Cabinet Brand Satisfaction Rankings

• IKEA (820) ranks highest in customer satisfaction among kitchen cabinet brands for a second consecutive year.
• Thomasville (816) ranks second highest among kitchen cabinet brands.
• Overall customer satisfaction with kitchen cabinet brands is 794.

Key Findings

• More than one-half (52%) of kitchen cabinet purchases are for full kitchen remodels, compared with 39 percent for a partial remodel.
• More than two-thirds (69%) of the study respondents are first-time kitchen cabinet buyers. For the remaining 31 percent of customers who have purchased cabinets in the past, it has been 8 years since their last purchase, on average.
• Most customers choose which cabinet brand to purchase themselves (65%), followed by a recommendation from a contractor/installer (22%) and another source, such as a retailer or architect (13%).

The 2015 Kitchen Cabinet Satisfaction Study is based on responses from 2,158 customers who purchased kitchen cabinets within the previous 12 months. The study was fielded in January and February 2015. For more information about JD Power solutions for the home improvement industry: http://www.jdpower.com/industry/home-improvement

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com

 

As Network Performance Improves, Differentiator among Telecommunications Providers for Business Customers Shifts to People

2011-05-19

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WESTLAKE VILLAGE, Calif.: 19 May 2011 — As the network outage performance gap narrows among major providers in the telecommunications industry, the proficiency of account teams and customer service representatives has emerged as a key differentiator in customer satisfaction, according to the JD Power and Associates 2011 U.S. Major Provider Business Telecommunications Study^SM – Data Services, released today.

For a second consecutive year, the industry average for short- and long-duration outages has declined significantly. The average number of short-duration outages (lasting less than five minutes) experienced by customers during the past six months has decreased by more than 22 percent, to 4.6 incidents in 2011 from 5.9 in 2010. The average number of extended outages (greater than five minutes) has dipped more than 24 percent in the same period to 1.9 incidents in 2011, from 2.5 in 2010.

Consequently, performance-related issues are not among the top reasons customers would consider switching providers in 2011. However, the study finds that the greatest differences in satisfaction between customers who intend to switch and those who intend to stay with their current provider revolve around the empathy and responsiveness of account executives and customer service representatives.

“As annual improvements in network performance continue, empathy-related attributes, such as concern for customers’ needs, have materialized as elements that can make or break a service provider,” said Frank Perazzini, director of telecommunications at JD Power and Associates. “All service providers have pushed a percentage of their customer support to Web-based applications, and rightly so, as their customers have largely embraced this channel. However, when a customer’s business is in peril due to a telecommunications problem, they want to connect with a service representative who understands the critical nature of their situation and will act immediately.”

Among large enterprise businesses, the study finds early signs of economic optimism, with 53 percent forecasting growth in 2011, compared with 47 percent in 2010. This optimism has manifested itself in the number of large enterprise businesses that say they plan to add data lines in 2011—33 percent, compared with 30 percent in 2010. Small/midsize businesses are collectively more conservative, with 46 percent forecasting growth in 2011. Home-based businesses are the least optimistic, with 36 percent predicting growth in their businesses in 2011.

The study also finds that electronic billing has a strong effect on overall carrier satisfaction.  Among customers who rate their provider a 10 on a 10-point scale, 63 percent indicate they use online billing systems, while those who rate their provider a 4 or lower are 10 percent less likely to use electronic billing. Satisfaction with the billing experience averages 715 (on a 1,000-point scale) among customers who report utilizing the online billing feature, compared with only 643 points otherwise.

The study measures customer satisfaction with providers of telecommunications data services, such as cable modem, DSL, T1, T3/DS3, Ethernet and frame relay. Providers are ranked in three segments: home-based businesses (companies based in a residential location with one to five employees); small/midsize businesses (companies with two to 499 employees); and large enterprise businesses (companies with 500 or more employees).

Five factors are used to measure satisfaction across all three segments: performance and reliability; billing; cost of service; offerings and promotions; and customer service. A sixth factor—sales representatives/account executives—is included for small/midsize businesses and large enterprise businesses.

With an index score of 632, Cox Communications ranks highest in the home-based business segment. Cox performs particularly well in the cost of service and performance and reliability factors. Optimum Business (631) and Verizon (624) follow in the segment rankings.

Optimum Business by Cablevision ranks highest in the small/midsize business segment with a score of 681, and performs particularly well in five of the six factors driving satisfaction: sales representatives/account executives; cost of service; performance and reliability; offerings and promotions; and customer service. Cox follows Optimum Business in the segment rankings with a score of 656, and Comcast ranks third with 631.

In the large enterprise business segment, Verizon ranks highest in customer satisfaction with a score of 698, and performs particularly well in all six factors: performance and reliability; sales representatives/account executives; customer service; cost of service; billing and offerings; and promotions. AT&T follows Verizon in the segment rankings with a score of 653.

The 2011 U.S. Major Provider Business Telecommunications Study is based on responses from 5,928 business customers of telecommunications data services at home-based, small/midsize and large enterprise businesses in the United States and includes evaluations of their data service providers. The study was fielded in November 2010 and February 2011. Visit the JD Power Business Center for additional information on JD Power’s telecommunications research.

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

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. Leading brands include Standard & Poor’s, McGraw-Hill Education, Platts energy information services and JD Power and Associates. The Corporation has approximately 21,000 employees with more than 280 offices in 40 countries. Sales in 2010 were $6.2 billion. Additional information is available at http://www.mcgraw-hill.com.

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

 

2012-02-07

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JD Power and Associates Reports:
Memorial Hospital Recognized for Providing Outstanding Inpatient and Cardiovascular Experiences

WESTLAKE VILLAGE, Calif.: 9 February 2012 — Memorial Hospital has been recognized for service excellence under the JD Power and Associates Distinguished Hospital Program.^SM This distinction acknowledges a strong commitment by Memorial Hospital to provide “An Outstanding Inpatient Experience” and “An Outstanding Cardiovascular Experience.”

“It’s critical for hospitals to provide patients with consistently positive experiences,” said John Clark, director of provider programs at JD Power and Associates. “Earning this distinction across the inpatient and cardiovascular service lines speaks volumes about the commitment Memorial Hospital has made to delivering service excellence.”

The service excellence distinction was determined by surveying patients who had recently received services from Memorial Hospital about their perceptions of their visits and comparing the results to the national benchmarks established in the annual JD Power and Associates National Hospital Service Performance Study. ^SM

The telephone-based research conducted among Memorial Hospital patients focuses on the five key drivers of patient satisfaction with their overall experience. These drivers, which were identified in the national study, are speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.

Memorial Hospital exceeds the national benchmark study score for inpatient and cardiovascular satisfaction and performs particularly well, compared with the national study, in providing patients with dignity and respect. The facility receives particularly high ratings among inpatients for the courtesy of the doctors and the courtesy of the discharge process personnel. Among cardiovascular patients, the facility receives notably high ratings for the courtesy of the nurses and the courtesy of the discharge process personnel.

Memorial Hospital also performs well in providing patients with emotional support, and receives high ratings among inpatients for the treatment of family and friends and confidence and trust in the skill level of the doctors. Among cardiovascular patients, Memorial Hospital receives high ratings for patients’ confidence and trust in the skill level of the doctors and the facility personnel’s treatment of family and friends.

Approximately 67 percent of inpatients surveyed say they would likely return to the facility if needed, while 72 percent say they would recommend the facility to friends and family. Among cardiovascular patients, approximately 40 percent say they have more trust and confidence in Memorial Hospital after their most recent stay.

“I am very pleased with this recognition from JD Power and Associates,” said Mark J. Turner, Memorial Hospital’s president and CEO. “This recognition is a reflection of the exceptional healthcare and compassionate service our employees and Medical Staff deliver to our patients.”

Nongovernmental, acute-care hospitals throughout the nation are eligible for the JD Power and Associates Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which time the hospital may reapply for this recognition.

About JD Power and Associates
Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide.  McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates.  With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries.  Additional information is available at http://www.mcgraw-hill.com/.