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Category: United States

  • 2013 U.S. Business Wireline Satisfaction Study

    Bundling and Network Quality Drive Higher Satisfaction among Wireline Business Customers

    2013-06-13

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    WESTLAKE VILLAGE, Calif.: 13 June 2013 — Overall satisfaction with their telecommunications service provider is higher among business wireline customers who bundle their voice and data services, according to the JD Power 2013 U.S. Business Wireline Satisfaction StudySM released today. 
    Key Findings
    • Forty percent of customers have not experienced any instances of slow network performance during the past 6 months.
    • Among customers who bundle services, the average overall satisfaction score is 668.
    • Network quality is more important than ever, as customers who experience only one service outage consider switching providers.

    The study measures customer satisfaction with providers of telecommunications voice and data services in three segments: very small businesses (companies with between one and 19 employees, with a corporate service plan); small/medium businesses (companies with between 20 and 499 employees); and large enterprise businesses (companies with 500 or more employees). Satisfaction is measured across six factors: performance and reliability (23%); cost of service (21%); sales representatives and account executives (19%); billing (14%); communications (14%); and customer service (10%). In 2013, overall customer satisfaction averages 661 (on a 1,000-point scale).

    The ability of business wireline customers to bundle their voice and data services has an impact on overall satisfaction and customer loyalty. Among business customers bundling their services, satisfaction is 668, compared with 660 among those purchasing only data services from a single provider, and 653 among those purchasing only voice services from a single provider. Average performance in four of six factors (performance and reliability; sales reps and account execs; billing; and communications) is highest among customers bundling their services. 
    According to the study, wireline business customers’ desire to bundle services is increasing. In 2013, 15 percent of customers indicate that their main reason for selecting their provider was the ability to bundle services, up from 6 percent in 2012. Along with lower price, the convenience and simplification of service bundling is also driving purchase decisions as to which company to choose. Additionally, business customers that bundle data and voice services are less likely to contact their service provider with customer service needs, which can lower overhead for providers. These customers are also the most loyal to their service provider, with 21 percent saying they “definitely will not” switch providers in the next 12 months—a higher percentage than any other group.
    “Bundling offers businesses the convenience of having a single contact and bill for multiple services, which streamlines and simplifies the company’s day-to-day telecom management,” said Kirk Parsons, senior director of telecommunications services at JD Power. “In many cases, businesses experience a cost savings, as most wireline providers will offer incentives to customers who bundle services. Combined, these factors contribute to a more satisfied and loyal customer.” 
    Performance and reliability of the network remains a crucial component in ensuring business customer satisfaction. Among business customers that purchase voice services and that experience more than one lengthy outage, 32 percent indicate they are likely to switch providers in the next 12 months, while only 10 percent of those that experience no outages indicate they will switch. Among business customers that purchase data services and that experience lengthy outages, the percentage indicating they are likely to switch providers in the next 12 months is more than double that among those that do not experience lengthy outages (24% vs. 10%, respectively). 
    The study finds that overall satisfaction among business customers that purchase data services and that have experienced slow network performance at least once within the past 6 months is 615, compared with 725 among those that did not experience any slow network performance. 
    “While network quality and speed are better than ever, business customer expectations are higher than they’ve ever been,” said Parsons. “The occasional service outage or slow network that was once acceptable is now sufficient motivation for customers to seek alternative data and voice providers because it is so critical to business continuity.”
    Business Wireline Customer Satisfaction Results
    Cox ranks highest in customer satisfaction in both the very small business and small/medium business segments, performing particularly well in performance and reliability, and billing. Optimum Business follows Cox in the very small business segment, while Verizon ranks second in the small/medium business segment. 
    In the large enterprise business segment, Time Warner Cable ranks highest in overall satisfaction and performs particularly well in five of the six factors: performance and reliability; billing; sales representatives and account executives; cost of service; and customer service. 
    The 2013 Business Wireline Satisfaction Study is based on responses from 4,784 business customers of data and voice services at very small, small/medium, and large enterprise businesses in the United States and includes evaluations of their data and voice service providers. The study was fielded in October 2012 and March 2013.

    About JD Power

    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    Media Relations Contacts:

    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

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

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  • 2013 Georgia Natural Gas Retailer Residential Customer Satisfaction Study

    Georgia Natural Gas Retailers Improve Customer Communications

    2013-06-12

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    WESTLAKE VILLAGE, Calif.: 12 June 2013 — Georgia natural gas retailers are contacting their customers more frequently, increasing customer satisfaction with communication from their gas provider, according to the JD Power & Associates 2013 Georgia Natural Gas Retailer Residential Customer Satisfaction StudySM released today.

    Key Findings
    • Overall customer satisfaction among natural gas customers in Georgia averages 692 on a 1,000-point scale.
    • Satisfaction increases more than 100 points when customers are aware of their natural gas providers’ corporate citizenship activities.
    • Only 3 percent of customers receive communication from natural gas retailer via social media.
    The study measures customer satisfaction with retail natural gas providers in Georgia by examining six key factors (listed in order of importance): price; billing and payment; corporate citizenship; communications; enrollment/renewal; and customer service. Beginning in 1998, the natural gas utility market in Georgia was deregulated and opened to retail competition. According to the Energy Information Administration, approximately 1.4 million Georgia households are served by retail natural gas providers.
    Overall satisfaction among natural gas customers in Georgia averages 692 on a 1,000-point scale in 2013, a two point increase from 2012. But customer satisfaction with communications increases 24 points to 650 in 2013. 
    The study finds that 45 percent of Georgia customers have received communications from their natural gas provider, separate from their bill or payment process, with the average frequency of communications being three times in the last 3 months.  Walton EMC has the largest percent of customers (58%) who report having heard from their gas provider with an average frequency of three in the last 3 months. 
    “It’s no surprise that communication is a key factor in overall customer satisfaction,” said Andrew Heath, senior director of the energy practice at JD Power. “But it’s not just communicating for the sake of communication, it’s the message and delivery mode that matter.”
    Among the three percent of customers who report receiving communications from their natural gas retail via social media, their overall satisfaction averages 796.  
    “Social media represents an untapped resource for communications for natural gas retailers,” said Heath. “Social media is a quick and easy way to stay in touch with customers, whether it’s to handle customer service issues, provide energy tips or keep them informed about the company’s role in the local community.”
    Yet Heath cautions that natural gas retailers should develop a communication strategy to make sure their messages are delivered to the right audience at the appropriate frequency via the right channels, otherwise, they risk alienating customers. 
    “Gas retailers run the risk of oversaturating the market with their communications efforts,” said Heath. “We have seen retailers that have high awareness because of their commercials and newspaper ads and brochures, but lose market share because their messages were not as effective as they had hoped they would be. A plan to deliver the right message to the right audience at the right frequency is essential.”
    High Satisfaction Equals High Loyalty
    In Georgia, where the retail natural gas market is deregulated, customers can select which retailer they want to serve their natural gas needs. Price remains the leading reason customers selected their current gas retailer (53%), followed by recommendations from family or friends (13%). Low cost/fees is also the key reason they will stay/renew with their gas retailer. Among highly satisfied customers, 79 percent indicate that they will remain loyal to their current retailer and would be disappointed if they could no longer be a customer, while 94 percent are likely to recommend the company to their family and friends. However, customer loyalty and advocacy falls below 10 percent among customers  with low satisfaction.   
    “Natural gas customers in Georgia have a choice of which retailer to use, so if they’re not satisfied with their current provider, there is a probability that they will switch,” said Heath. “The cost of retaining a customer is much lower than the cost to acquire a new customer.” 
    Corporate Citizenship 
    Many natural gas retailers in Georgia, like businesses in other sectors, are good corporate citizens–involved in the local community, make efforts to be good environmental stewards and have energy-efficiency or conservation programs in place. The study finds that when natural gas customers are aware of their providers’ corporate citizenship activities, their overall satisfaction with their provider increases more than 100 points.  The challenge is making customers aware. For example, only 21 percent of customers are aware of their provider’s efforts to improve its impact on the environment, 29 percent are familiar with their provider’s energy efficiency or conservation programs and only 12 percent have seen their provider’s employees volunteering/working in the community.
    Enrollment and Renewal
    First impression on recently acquired and renewing customers impacts customer satisfaction. In the last 12 months, 49 percent of customers renewed their natural gas contract and 21 percent enrolled for the first time. The customer’s experience at this stage has a notable impact on overall satisfaction.  For example, customer satisfaction increases from 6.7 (on a 10-point scale) with their previous provider to 7.3, on average, with their new provider when a customer switches. Providers that have high overall customer satisfaction also tend to have high satisfaction among acquired or renewed customers. 
    Georgia Natural Gas Retailer Residential Results
    Walton EMC ranks highest among natural gas retailers in Georgia for a third consecutive year, achieving a score of 731 and performing well across all factors. 1Scana Energy improves significantly in 2013 to rank second with 7101, while Coweta-Fayette EMC ranks third with 705.
    The 2013 Georgia Natural Gas Retailer Residential Customer Satisfaction Study is based on responses from more than 2,900 customers of natural gas retailers in Georgia. The study was fielded quarterly between July 2012 and April 2013.

    1Scana Energy is ranked separately from Scana Energy Regulated Division. The Scana Energy Regulated Division provides natural gas service to low-income and elderly customers and to individuals whose credit history prohibits them from obtaining service from other gas retailers.  

    About JD Power

    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    Media Relations Contacts:

    Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]  
    John Tews; Troy, Mich.; (248) 680-6218; [email protected] 

    Follow us on Twitter: @JDPower

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

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  • 2013 Windows and Patio Doors Satisfaction Study

    While Distribution Channels Vary among Window Manufacturers, Customers Hold the Brand Accountable for Both the Process and Product

    2013-06-12

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    WESTLAKE VILLAGE, Calif.: 12 June 2013 — Whether manufacturers have direct interactions with their customers or whether they depend on a dealer base, customers ultimately hold the brand responsible for their satisfaction, according to the JD Power & Associates 2013 Windows and Patio Doors Satisfaction StudySM released today.

    Now in its seventh year, the study measures satisfaction among customers who purchased new windows or patio doors based on performance in five factors: ordering and delivery; operational performance and durability; appearance and design features; price paid for products and services received; and warranty. 

    Simonton and Window World tie for highest in overall customer satisfaction with windows and patio doors with a score of 801 each (on a 1,000-point scale), which is 16 points higher than the next highest brand.

    Simonton performs particularly well in two of the five factors: ordering and delivery; operational performance and durability.  Window World (in a tie with Simonton) ranks highest in the study for the first time and performs particularly well in the price paid for products and services received and warranty factors.  

    Key Findings
    • In 2013, the average customer reported spend for windows and patio doors is $3,702.
    • The most commonly purchased glass types are Dual-Pane Glass (59%) and Low-E Glass (42%).
    • 75 percent of customers were aware that their windows are Energy Star Certified.

    “Simonton and Window World are great examples of how companies deliver an outstanding customer experience despite varying sales and delivery methods,” said Christina Cooley, director of the home improvement practice at JD Power. “What customers care most about are having an easy, convenient and reliable ordering, delivery and installation process, and feeling confident that the windows they purchased will meet their needs in the long term. Both Simonton and Window World have been able to deliver on their brand promises through their own differentiated strengths.” 

    Overall satisfaction with windows and patio doors is 774 and remains relatively flat year over year. The only brands to notably increase are those that rank above the study average: Window World, Thermastar by Pella and Champion. All other brands either remain consistent year over year or decline in satisfaction.  

    The study finds that window and patio door brands that earn high levels of customer satisfaction tend to often also have higher levels of customer loyalty. Among window and patio door customers, 28 percent say they “definitely will” recommend their window and patio door brand to others, and 22 percent say they “definitely will” purchase the same brand again. 

    “With overall satisfaction remaining stable, we’re seeing more competition among the leaders who have an opportunity to differentiate themselves to drive consideration, conversion to purchase and then use their delighted customers as advocates for their brand to continue to capture more share,” said Cooley. “Brands that promote value, quality products and an efficient process with outstanding customer service have the perfect combination to further differentiate themselves from their competitors.”

    The 2013 Windows and Patio Doors Satisfaction Study is based on responses from more than 2,550 customers who purchased new windows or patio doors during the previous 12 months. Customers may have installed the windows or patio doors themselves or with help from family and friends; hired an independent contractor, remodeler or handyman; used an installation service provided by a home improvement retailer; or used an installation service recommended or provided by the product manufacturer. The study was fielded in January and February 2013.

    About JD Power

    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

    Follow us on Twitter: @JDPower

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

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  • 2013 Home Improvement Retailer Satisfaction Study

    Ace Hardware Ranks Highest in Customer Satisfaction Among Home Improvement Retailers For a Seventh Consecutive Year

    2013-06-05

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    WESTLAKE VILLAGE, Calif.: 5 June 2013 — Customer satisfaction is highest among home improvement retailers that provide a knowledgeable and readily available staff to address customer needs, according to the JD Power & Associates 2013 Home Improvement Retailer Satisfaction StudySM released today.

    Key Findings

    • Ace Hardware ranks highest in customer satisfaction with a score of 803.
    • Staff and service is the most influential factor on customer satisfaction.
    • While sales and promotions help drive traffic to retail, customer service keeps customers loyal.

    For a seventh consecutive year, Ace Hardware ranks highest in satisfying home improvement retail store customers. Ace Hardware achieves a score of 803 on a 1,000-point scale and performs particularly well in the staff and service and store facility factors. Menards ranks second with a score of 770, and performs particularly well in the price and sales and promotions factors.  

    The study, now in its seventh year, measures customer satisfaction with home improvement retail stores based on performance in five factors: staff and service (including availability, courtesy, knowledge, ease of checkout and ease of returning merchandise); store facility (including ease of finding merchandise, cleanliness, store layout and design, availability of parking and convenience of store location); merchandise (including availability, variety, usefulness of product information displays and selection of brands available); price; and sales and promotions. 

    Staff and service is the most influential factor on customer satisfaction. For example, the average wait time for assistance at retail remains at about four minutes. However, the wait time for help varies by retailer from less than two minutes to nearly six minutes. More than 80 percent of customers request help locating a product in the store, reinforcing the importance of having a knowledgeable sales person readily available. 

    Overall, only 5 percent of customers experience a problem while shopping at their primary retailer; however, this varies by retailer, with the highest incidence of problems experienced at 12 percent. In 2013, return rates are down slightly year over year (42% vs. 45% of customers who returned merchandise during the past year).

    “By remaining focused on meeting customer needs through superior sales staff and service, home improvement retailers have the opportunity to leverage a positive customer experience into an increased share of wallet and more customer advocates,” said Christina Cooley, director of the home improvement industries practice at JD Power. 

    According to the study, on average 27 percent of customers say they “definitely will” purchase at their primary retailer  again, and 30 percent “definitely will” recommend the retailer to others.  However, among the highest ranked retailers these percentages go as high as 32 percent and 43 percent, respectively.   

    The average amount customers spend per year is slightly lower in 2013 at $1,626, compared with $1,719 in 2012, making the competition to capture a greater share of wallet more fierce. Customers spend an average of 73 percent of their annual spend at their primary home improvement retailer. 

    While location is a primary driver for customers to select a home improvement retail store, it’s an outstanding experience that keeps them coming back to the store. Notably, retailers performing below average have a higher rate of customers purchasing online at the store’s website compared with higher-performing retailers. Though spend through any channel is positive, this may also indicate that when customers are not satisfied with a retailer’s in-store experience they may avoid going  to the store altogether or choose another retailer with better sales and staff service. Retailers may also miss out on the ancillary purchases made once a customer is in the store.

    “Home improvement retailers are continually looking for alternative ways to stay competitive and gain a larger share of wallet,” said Cooley. “Before you can satisfy a customer, you have to create a compelling reason for them to come in the door. Once they arrive, you have many opportunities to delight them with staff assistance and store services.”

    For consumers, JD Power offers the following shopping ideas: 

    • Do-it-yourself (DIY) customers may pick up important tips to streamline their project by visiting a home improvement retail store, where they can receive the necessary assistance and guidance to successfully complete their project. 

    • When planning a budget for a home improvement project, add 10 to 15 percent. There are usually some surprises with a DIY project, which, by definition, aren’t known until the project is underway. 

    • Whether buying paint, lumber or wiring, calculate how much you will need for your project and buy a little extra. That may save you a return trip to the store in the middle of your project.  You can return extra materials later or use them for another project.

    The 2013 Home Improvement Retailer Satisfaction Study is based on responses from more than 4,100 customers who purchased a home improvement product or service within the previous 12 months from a retail store that sells home improvement products. Customers evaluated their primary home improvement retailer. The study was fielded in January and February 2013.

    About JD Power

    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    Follow us on Twitter: @JDPower

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

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  • 2013 Manufacturer Website Evaluation Study (MWES)—Wave1

    Striking a Balance Between Desktop and Tablet Experiences Drives Auto Manufacturers to Improve Website Functionality

    2013-07-24

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    WESTLAKE VILLAGE, Calif.: 24 July 2013–As  tablet adoption continues to increase, automotive manufacturers strive to provide a satisfying website experience for both desktop and tablet users by improving functionality for both devices, according to the JD Power 2013 Manufacturer Website Evaluation StudySM (MWES)–Wave 2 released today.

    The semiannual study, now in its 14th year, measures the usefulness of automotive manufacturer websites during the new-vehicle shopping process by examining four key measures (in order of importance): information/content, navigation, appearance and speed.

    According to the study, tablet ownership increases 145 percent among new-vehicle shoppers, a substantial increase to 49 percent in 2013 Wave 2 from 20 percent in 2012 Wave 1. Overall satisfaction among tablet users remains stable at 815 (on a 1,000-point scale) in 2013 Wave 2, compared with 818 in Wave 1. Overall satisfaction among desktop users is 823. Notably, satisfaction among tablet users is lower than among desktop users in two key measures: navigation (804 vs. 817, respectively) and speed (812 vs. 831, respectively). These substantial differences are the  result of most manufacturer websites being designed for a desktop.  

    While it is possible to navigate many desktop-optimized websites on a tablet, navigation and website functionality may not be fully optimized for tablet navigational behaviors. Therefore, manufacturers continue to refine functionality to meet the needs of both desktop and tablet users. Considering the varying screen sizes among desktops and tablets, a critical challenge for manufacturers is finding the right balance to accommodate both desktop users and the growing population of tablet users.

    Manufacturers have wrestled with how to accommodate tablet users on their sites. Some websites direct tablet users to their mobile website instead of the desktop site. However, this practice may be problematic due to the reduced amount of content generally available on a mobile site. Most manufacturers currently rely on one of three strategies to accommodate tablet users: 1) send users to their desktop site; 2) send users to a separate site designed for tablets; or 3) offer a responsive design website that accommodates desktop, tablet and mobile users. Responsive design, which automatically modifies websites to
    accommodate any device and screen size, has gained popularity across many non-automotive websites
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    with some manufacturers having made the transition to this format.

    “Launching a responsive design website requires a big commitment, requiring a major overhaul of the site, including extensive development time and cost by manufacturers. The resulting benefit, however, is that it provides a consistent user experience regardless of the screen size or device,” said Arianne Walker, senior director of media and marketing solutions at JD Power. “There is definitely positive movement with the adoption of responsive design websites in the automotive industry. For example, during the study fielding period, Lexus’s responsive design website was already active and Mercedes-Benz introduced responsive design on one of its model pages. This is not just a trend in automotive, it is being deployed by businesses in other industries, including global quick-service coffee chains, consumer and enterprise software manufacturers and newspapers. JD Power believes this approach may be one good solution to address the challenge of accommodating device proliferation.”

    Study Rankings
    Acura and Porsche (in a tie at 853 each) rank highest in overall satisfaction. Dodge (851) ranks third, followed by Infiniti and Jaguar (848 each). Overall satisfaction with automotive brand websites averages 823.
     
    The 2013 Manufacturer Website Evaluation Study–Wave 2 is based on responses from 10,196 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded May 8, 2013, through May 22, 2013.

    About JD Power
    JD Power 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. Headquartered in Westlake
    Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

    About McGraw Hill Financial
    McGraw Hill Financial, a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at http://www.mhfi.com.

    JD Power Media Relations Contacts
    John Tews; Troy, Mich.; 248-680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

    Follow us on Twitter @jdpower

     

  • 2013 U.S. Automotive Performance, Execution and Layout (APEAL) Study

    Appealing Vehicles are Critical to Automakers’ Success as They Sell Faster, Command Higher Prices and Lead to Higher Customer Loyalty

    2013-07-24

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    WESTLAKE VILLAGE, Calif.: 24 July 2013 — The most appealing vehicles tend to remain on dealer lots for shorter periods, command higher transaction prices, and are more likely to create owner loyalty when they are ultimately traded-in, according to the JD Power 2013 U.S. Automotive Performance, Execution and Layout (APEAL) StudySM released today.

    The APEAL Study, which serves as the industry benchmark for new-vehicle appeal, has been completely redesigned for 2013. The study, now in its 18th year, has been updated to better measure the appeal of today’s vehicles, particularly with respect to the new technologies and features now being offered. Owners evaluate their vehicle across 77 attributes, which roll up into an overall APEAL score on a 1,000-point scale.

    The study finds that manufacturers are able to charge more for vehicles with higher APEAL. Owners of vehicles with an APEAL score of 100 points or higher than the segment average typically spend at least $1,800 more on their new vehicle than do owners of vehicles with a score of at least 100 points lower than the segment average.

    Similarly, vehicles with APEAL scores at least 100 points higher than the segment average remain on dealer lots an average of three days less than vehicles with scores at least 100 points below the segment average.

    “Appealing vehicles are simply good news for both consumers and automakers,” said David Sargent, vice president of global automotive at JD Power. “Even within the same vehicle segment, consumers are willing to spend substantially more on vehicles that they find attractive, provide the performance and utility they are looking for and have well-executed interiors. These vehicles also sell more quickly.”

    Analyzing some of the results of previous years’ studies highlights the impact of APEAL on customer loyalty. Nearly two-thirds (64%) of owners whose vehicle achieved an APEAL score at least 100 points above the segment average repurchase the same brand the next time they shop for a new vehicle, compared with just 55 percent of those whose vehicle scored at least 100 points below the segment average.

    “One percentage point of loyalty is worth tens or even hundreds of millions of dollars to automakers,” said Sargent. “These companies are fighting for every last customer, and it is clear that appealing products remain the key to achieving this.”

    2013 APEAL Ranking Highlights

    Volkswagen Group receives the highest number of segment awards of all corporations included in the study for the Audi allroad, Porsche Boxster, Porsche Cayenne, Volkswagen GTI and Volkswagen Passat.

    Chevrolet receives the highest number of segment awards of any brand for the Avalanche, Sonic and Volt models, all of which also received awards in 2012.

    Ford and Nissan brands each receive two model awards: Ford, for the F-250/F-350 Super Duty and Mustang; Nissan, for the Armada and Murano.

    Also receiving awards are the BMW 5 Series; Buick Encore; Dodge Charger; Fiat 500; Honda Odyssey; Kia Soul; Land Rover Range Rover; Lexus LS; Lincoln MKZ; Mazda CX-5; and Mercedes-Benz SL-Class.

    The Land Rover Range Rover achieves the highest APEAL score of any model in the industry in 2013, which marks the first time a model outside the large premium car segment has done so.

    Porsche is the highest-ranked nameplate for a ninth consecutive year. Ram is the highest-ranked non-premium nameplate.

    JD Power offers the following tips to consumers when purchasing a new vehicle:

    • Have realistic expectations about the fuel economy of your vehicle, and remember that the city/highway/combined mileage ranges listed on the window sticker are merely estimates provided by the EPA. Your actual miles per gallon will vary due to many factors, including weather conditions, driving style, tire inflation and the overall condition of your vehicle.
    • Before you buy, ask your salesperson to demonstrate all of the audio/communication/ entertainment/navigation features on the vehicle. In particular, ensure the voice recognition system (if available) responds accurately to your commands. Also, have the salesperson assist you in pairing and connecting your wireless devices to the vehicle’s audio and communication system.
    • Although exterior styling is an important part of a new vehicle’s appeal for many consumers, consider all aspects of a vehicle to ensure it meets your needs. You want to enjoy your vehicle ownership for many years, not just for a few months.

    The APEAL Study examines how gratifying a new vehicle is to own and drive, based on owner evaluations of 77 vehicle attributes. The study is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and by consumers to help them in their purchase decisions. The 2013 APEAL Study is based on responses gathered between February and May 2013 from more than 83,000 purchasers and lessees of new 2013 model-year cars and light trucks who were surveyed after the first 90 days of ownership. The APEAL Study complements the Initial Quality Study (IQS), which focuses on problems experienced by owners during the first 90 days of ownership.

    About JD Power

    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial, a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at http://www.mhfi.com.

    JD Power Media Relations Contacts

    John Tews; Troy, Mich.; 248-680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

    Follow us on Twitter @jdpower

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  • 2013 Manufacturer Website Evaluation Study (MWES)—Wave 2

    Striking a Balance Between Desktop and Tablet Experiences Drives Auto Manufacturers to Improve Website Functionality

    2013-07-24

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    WESTLAKE VILLAGE, Calif.: 24 July 2013 — As  tablet adoption continues to increase, automotive manufacturers strive to provide a satisfying website experience for both desktop and tablet users by improving functionality for both devices, according to the JD Power 2013 Manufacturer Website Evaluation StudySM (MWES)—Wave 2 released today.

    The semiannual study, now in its 14th year, measures the usefulness of automotive manufacturer websites during the new-vehicle shopping process by examining four key measures (in order of importance): information/content, navigation, appearance and speed.

    According to the study, tablet ownership increases 145 percent among new-vehicle shoppers, a substantial increase to 49 percent in 2013 Wave 2 from 20 percent in 2012 Wave 1. Overall satisfaction among tablet users remains stable at 815 (on a 1,000-point scale) in 2013 Wave 2, compared with 818 in Wave 1. Overall satisfaction among desktop users is 823. Notably, satisfaction among tablet users is lower than among desktop users in two key measures: navigation (804 vs. 817, respectively) and speed (812 vs. 831, respectively). These substantial differences are the  result of most manufacturer websites being designed for a desktop. 

    Key Findings

    • Tablet ownership increases 145 percent among new-vehicle shoppers in 2013 Wave 2 from 2012 Wave 1.
    • Some manufacturers have optimized their websites with responsive design, a technology which automatically modifies a website to accommodate any device and screen size.
    • Nearly two-thirds (63%) of desktop users find what they are seeking when using a manufacturer’s website search function.

    While it is possible to navigate many desktop-optimized websites on a tablet, navigation and website functionality may not be fully optimized for tablet navigational behaviors. Therefore, manufacturers continue to refine functionality to meet the needs of both desktop and tablet users. Considering the varying screen sizes among desktops and tablets, a critical challenge for manufacturers is finding the right balance to accommodate both desktop users and the growing population of tablet users.

    Manufacturers have wrestled with how to accommodate tablet users on their sites. Some websites direct tablet users to their mobile website instead of the desktop site. However, this practice may be problematic due to the reduced amount of content generally available on a mobile site. Most manufacturers currently rely on one of three strategies to accommodate tablet users: 1) send users to their desktop site; 2) send users to a separate site designed for tablets; or 3) offer a responsive design website that accommodates desktop, tablet and mobile users. Responsive design, which automatically modifies websites to accommodate any device and screen size, has gained popularity across many non-automotive websites with some manufacturers having made the transition to this format.

    “Launching a responsive design website requires a big commitment, requiring a major overhaul of the site, including extensive development time and cost by manufacturers. The resulting benefit, however, is that it provides a consistent user experience regardless of the screen size or device,” said Arianne Walker, senior director of media and marketing solutions at JD Power. “There is definitely positive movement with the adoption of responsive design websites in the automotive industry. For example, during the study fielding period, Lexus’s responsive design website was already active and Mercedes-Benz introduced responsive design on one of its model pages. This is not just a trend in automotive, it is being deployed by businesses in other industries, including global quick-service coffee chains, consumer and enterprise software manufacturers and newspapers. JD Power believes this approach may be one good solution to address the challenge of accommodating device proliferation.”

    Study Rankings

    Acura and Porsche (in a tie at 853 each) rank highest in overall satisfaction. Dodge (851) ranks third, followed by Infiniti and Jaguar (848 each). Overall satisfaction with automotive brand websites averages 823.
     
    The 2013 Manufacturer Website Evaluation Study—Wave 2 is based on responses from 10,196 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded May 8, 2013, through May 22, 2013.

    About JD Power

    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    Media Relations Contacts:

    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

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

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  • 2013 Consumer Engagement Study

    Awareness and Participation in Electric Utility Offerings Increases Overall Satisfaction

    2013-07-23

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    WESTLAKE VILLAGE, Calif.: 23 July 2013 — While many electric utility companies provide programs to help their customers manage their energy costs, a large percentage of their customers are not aware of the programs available to them, according to the JD Power 2013 Consumer Engagement StudySM released today.
    The inaugural study measures the level of residential customers’ engagement with their electric utility’s programs, products and services, and is based on responses from customers of electric utilities throughout the United States and Canada. The study also provides electric utilities with insights regarding customer awareness, familiarity and usage of their utility’s programs, products and services; ease of enrollment and participation in these offerings; and the impact these offerings have on the overall customer experience.
    Data from the JD Power 2013 Electric Utility Residential Customer Satisfaction StudySM shows that overall satisfaction is highest among customers who participate in one or more of their electric utility’s offerings at 679 on a 1,000-point scale. Satisfaction declines to 642 among those who are aware of the offerings, but have chosen to not participate in them, and declines even further to 582 among those who are unaware of any offerings from their utility.  
    “Creating awareness and motivating customers to engage with new energy programs, products and services is a huge opportunity for utilities to improve customer satisfaction,” said Jeff Conklin, senior director of the energy utility practice at JD Power. “Customer satisfaction is higher when consumers are merely aware of programs, and then satisfaction increases substantially with each additional program a consumer joins.” 
    Customers were asked about their awareness of 29 various programs, products and services commonly offered by utilities. Study findings show that 19 percent of customers are not aware of any of the programs being offered by their utility provider. Electric utility company programs with the highest awareness rates are e-bill or electronic bill statements and payments (53%); in-home energy audit (28%); and awareness of rebates on Energy Star appliances (28%).
    Among customers who are familiar with their utility’s programs and services, the highest usage levels are for e-bill (43%); high-efficiency light bulb rebates/discounts (27%); and household electricity usage comparison tools (26%).
    Based on customer awareness, familiarity, and the impact of programs, the following are the most engaging programs offered by electric utilities:
    • E-bills
    • Level or equal pay plan
    • In-home energy audit
    • Rebates on Energy Star appliances
    • High-efficiency light bulb rebates/discounts
    The following brands perform particularly well in overall customer engagement: APS; Clark Public Utilities; Salt River Project; Seattle City Light; and SMUD. 
    “Only about a dozen utilities excel at offering a wide variety of options for their customers,” said Conklin. “While many other utilities do a good job, far too many utilities lag behind in engaging with their customers.”
    According to the study, 21 percent of customers indicate that their home is equipped with a smart meter, most frequently citing avoiding on-site meter readings; more accurate bills; the ability to track energy use online; and more control of home energy usage as benefits of the device. 
    The 2013 Consumer Engagement Study is based on more than 27,000 responses from residential customers of 131 electric utilities that represent many of the industry’s leading electric utility brands.  The study was fielded in April and May 2013.
     

    About JD Power

    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    Media Relations Contacts:

    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

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

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  • JD Power Call Center Certification Program—The Hartford

    The Hartford’s Small Business Call Centers Recognized for Providing an Outstanding Customer Service Experience for a Second Consecutive Year

    2013-07-23

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    WESTLAKE VILLAGE, Calif.: 24 July 2013 — The Hartford has been recognized for customer satisfaction excellence for a second consecutive year for its small business insurance call center operations under the JD Power  Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by The Hartford’s Small Business call center operations to provide “An Outstanding Customer Service Experience.”



    To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.  As part of its evaluation, JD Power conducted a random survey of The Hartford’s customers who recently contacted its call centers in Charlotte, N.C.; New Hartford, N.Y.; and San Antonio, Tex. 


    “Congratulations to The Hartford Small Business team for demonstrating a commitment to providing an outstanding customer experience by achieving certification for two years in a row,” said Mark Miller, senior director at JD Power. 


    For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power ‘ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.


    “We are pleased to receive the JD Power Certification award for a second consecutive year,” said Ray Sprague, senior vice president of Small Commercial insurance at The Hartford. “The Hartford is committed to delivering the best value to the more than one million business owners that we and our agents serve and this certification recognizes our efforts to provide a superior experience.”

     

    The Call Center Certification Program was launched by JD Power in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.


    For more information on the Call Center Certification Program, please visit JDPower.com.

     

    About JD Power


    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.


    About McGraw Hill Financial


    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 


    Media Relations Contacts:


    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Heather Serignese; The Hartford; (860) 547-3301; [email protected]

    Follow us on Twitter: @JDPower

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


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  • July 2013: Monthly Automotive Sales Forecast

    July New-Vehicle Retail Sales—Let the Good Times Roll

    2013-07-19

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    WESTLAKE VILLAGE, Calif.: 19 July 2013 — New-vehicle sales are kicking off the second half of 2013 in very strong fashion, with new-vehicle retail sales in July expected to increase by 12 percent from a year ago, according to a monthly sales forecast developed jointly by the Power Information Network® (PIN) from JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    New-vehicle retail sales in July 2013 are projected to come in at 1,127,100 vehicles, a 12 percent increase from July 2012.  The seasonally adjusted annualized rate (SAAR) in July is expected to be 13.2 million units, nearly the same robust level exhibited in June 2013. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles.

    U.S. Retail SAAR–July 2012 to July 2013

    (in millions of units)

    PIN data shows that in the first half of 2013, new- and used-vehicle transaction prices have increased 3 percent.  In addition, there has been an increase in the utilization of longer-term vehicle loans and an increase in leasing, when compared with the same period a year ago.

    The customer-facing transaction prices for new vehicles are averaging $28,824, and incentive spending per vehicle is averaging $2,847 in the first half of 2013. The average used-vehicle price is $18,751 in 2013.

    “Elevated new vehicle transaction prices are being enabled by the availability of longer-term loans, affordable leases and strong used vehicle values, compounded by the availability of low interest rates,” said John Humphrey, senior vice president of the global automotive practice at JD Power. 
    Loans of 72 months or longer are accounting for 30 percent of new-vehicle retail transactions in the first half of 2013, up from 29 percent in the first half of 2012. Additionally, leasing has increased to 24 percent in the first half of 2013, compared with 21 percent in the same period of 2012. 
    “The rise in new-vehicle leasing, where the typical lease term is just three years, is providing a counterbalance to the rise in extended-term financing, where a vehicle may be financed for 5 or 6 years,” said Humphrey.

    Total Light-Vehicle Sales

    Total light-vehicle sales in July 2013 are expected to grow to 1,336,700, an 11 percent increase from July 2012. Fleet sales, which typically average between 15 and 16 percent of total sales in July, are expected to fall within the lower end of the average, with volume projected at 209,600 units. 

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

    1 Figures cited for July 2013 are forecasted based on the first 10 selling days of the month.

    2The percentage change is adjusted based on the number of selling days in the month (25 days in July 2013 vs. 24 days in July 2012).

    Sales Outlook 

    LMC Automotive is raising its forecast for both retail and total light-vehicle sales in 2013. The outlook for total light-vehicles is now at 15.6 million units—previously 15.4 million units—while the retail light-vehicle sales forecast increases to 12.8 million units from 12.6 million units.
     
    “The overall trend in vehicle demand has outshined economic growth, and looking forward, the improving economic fundamentals should hold demand at the current level, if not accelerate it over the next several months,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “With a strong tailwind, it is not unreasonable to think about a 16-million-unit level of demand in 2013.”
     

    North American Production

    North American light-vehicle production in 2013 is up 4 percent through June, compared with the same period in 2012. For the high-volume producers, Ford retains the strongest year-over-year increase at 14 percent, with robust demand continuing for the Fusion. Fiat-Chrysler holds steady in positive territory with a 1 percent increase. General Motors volume is off by 4 percent, compared with a year ago due to weaker large SUV volume ahead of the upcoming redesign and competitive pressure in the midsize car segment. 
    The European brands are tracking consistent with the industry growth, averaging a 4 percent growth rate from 2012. Despite a slowdown in demand for Hyundai, production growth remains robust at 15 percent year-to-date, while Toyota is on a 3 percent growth rate from a year ago. 
    Vehicle inventory in early July is at a 61-day supply, up slightly from 57 days in June. The inventory level has increased to 3.3 million units in July from the 3.2 million units in June. 
    LMC Automotive’s forecast for 2013 North American production remains at 16.0 million units, a 4 percent increase from 2012. Excess capacity is very lean across the region, with some manufacturers and vehicle segments in short supply. Capacity utilization is expected to remain above 90 percent for 2013 and into 2014.

     

    About JD Power

    JD Power 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

    About LMC Automotive

    LMC Automotive, formerly JD Power Automotive Forecasting, is the premier supplier of automotive forecasts and intelligence to an extensive client base of automotive manufacturer, component supplier, logistics and distribution companies, as well as financial and government institutions around the world. LMC’s global forecasting services encompass automotive sales, production and powertrain expertise, as well as advisory capability. LMC Automotive has offices in the United States, the UK, Germany, China and Thailand and is part of the Oxford, UK-based LMC group, the global leader in economic and business consultancy for the agribusiness sector. For more information please visit www.lmc-auto.com.

    Media Relations Contacts:

    John Tews; JD Power; Troy, Mich.; (248) 680-6218; [email protected]
    Emmie Littlejohn; LMC Automotive; Troy, Mich.; (248) 817-2100; [email protected]

    Follow us on Twitter: @JDPower

    No advertising or other promotional use can be made of the information in this release without the express prior written consent of of JD Power or LMC Automotive. www.jdpower.com/corporate www.lmc-auto.com

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