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Category: United States

  • 2013 Auto Claims Satisfaction Study—Wave 3

    Auto Insurance Claims Satisfaction Remains Stable Overall, Despite Decline in Total Loss Satisfaction

    2013-07-18

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    WESTLAKE VILLAGE, Calif.: 18 July 2013 — Satisfaction with the auto claims experience held steady in the second quarter of 2013, compared with the first quarter. Small improvements in satisfaction with repairable claims were offset by significant declines in satisfaction among total loss-claimants, according to the JD Power 2013 Auto Claims Satisfaction StudySM—Wave 3 released today. 
    The declines may be due to the impact of more claims filed in the Mid-Atlantic region after damages from Superstorm Sandy at the end of October 2012 and a powerful nor’easter storm in February 2013.
    Overall claimant satisfaction has edged up by 2 points to 852 on a 1,000-point scale in Wave 3, compared with 850 in Wave 2 of the study[January – March 2013]. On a positive note, out-of-pocket expenses for repairable claims, such as the deductible and vehicle rental, have dropped to an average of $461 vs. $499 in Wave 2. However, out-of pocket expenses for total losses have increased slightly to an average of $600 in Wave 3 from $592 in Wave 2.
    Key Findings
    • Overall satisfaction with the auto insurance claims process increases to 852 in Wave 3 from 850 in Wave 2 [January-March 2013].
    • Claimants pay an average of $461 out of pocket for repairs in Wave 3, compared with $499 in Wave 2.
    • Satisfaction with the appraisal process for total loss vehicles declines by a significant 25 points from Wave 2, primarily due to steep declines in satisfaction with the claims process in the Mid-Atlantic region following severe storm events.

    “While overall auto claim satisfaction is up 2 points, and satisfaction in four of the six factors1 is also up from Wave 2, satisfaction with the appraisal process among total loss claimants declines by 25 points,” said Jeremy Bowler, senior director of the insurance practice at JD Power.

    “For total loss vehicles, satisfaction with the claims process has declined by a significant 57 points in the Mid-Atlantic region, which was devastated by major storm events. In that region, satisfaction with the appraisal process declines by 71 points, and satisfaction with the settlement process declines by 76 points,” said Bowler.
    The Wave 3 study finds that claimants wait an average of 2.8 days for an insurance appraisal of repairable vehicles, which is nearly the same as in Wave 2 (3.1 days). However, the appraisal process for total loss vehicles takes longer than in Wave 2—averaging 4.8 days, up from 4.2 days.
      
    Further, it takes an average of 5.3 days in Wave 3 to provide claims settlement terms for vehicles that are deemed repairable, which is slightly shorter than 5.8 days in Wave 2. However, the time it takes to provide settlement terms for total loss claims has risen in Wave 3 to an average of 12.3 days from 10.5 days in Wave 2. 
    In addition, receiving settlement payments takes considerably longer for total loss claims in Wave 3 than in Wave 2. In Wave 3, receiving a settlement averages 20.9 days, which is up by 4.3 days from 16.6 days in Wave 2. The time it takes to receive a settlement payment for repairable claims remains virtually unchanged–14.5 days in Wave 3, compared with 14.1 days in Wave 2.
    “Our findings highlight how important it is for insurers to efficiently manage their customers through the appraisal process. There are more than 70 percent of auto insurance claimants who had some form of interaction with their insurer related to an appraisal. Among these claimants, overall satisfaction is 30 points higher than among those who did not interact with their insurer or agent,” said Bowler.  

    Making the Auto Insurance Claims Process Smoother and Easier 

    JD Power offers the following tips to auto insurance customers when filing a claim:
    • Call the police for any auto accident that results in more than minor damage to a vehicle (more than $500 is a suggested figure).
    • Call 911 if someone involved in the incident has been injured.
    • Take down the names and addresses of individuals involved; the accident location; the make, model and plate number of the vehicle(s); names and contact information of any witnesses; and notes of any injuries.  
    • Always get a copy of a police report when involved in a multiple-vehicle accident.
    • Ask the police to file an accident report or at least an incident report, so there’s a record to show your insurance company.
    • Contact your insurer or agent as soon as possible after the incident, even if the other party is at fault. Your insurer will be better able to protect your interests.  
    • If possible, contact your insurer or agent from the location where the damage occurred.
    • Keep records of all calls regarding the incident. 
    • Take photos of damage to your vehicle, even with a cell phone.
    • If you have questions about your adjustor’s appraisal, contact your insurer or agent directly.
    The 2013 U.S. Auto Claims Satisfaction Study—Wave 3 is based on 3,009 responses from auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle only incurred glass/windshield damage or was stolen, or who only filed roadside assistance claims. Wave 3 of the study was fielded between April and mid-June 2013.

    1The study measures customer satisfaction with the claims experience for auto physical damage loss. Depending on the complexity of a claim, a claimant may experience some or all of the following six factors measured in the study: first notice of loss; service interaction; appraisal; repair process; rental experience; and settlement. Settlement is the most important factor in overall satisfaction among both total loss and repair claimants. 

    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 Electric Utility Residential Customer Satisfaction Study

    Price and Billing/Payment are Primary Drivers of Increased Overall Customer Satisfaction with Electric Residential Utilities

    2013-07-17

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    WESTLAKE VILLAGE, Calif.: 17 July 2013 — Despite ongoing severe weather across the United States resulting in longer outage periods per event, customer satisfaction with residential electric utilities has increased substantially from 2012 driven primarily by improvements in billing/payment, price and outage communications, according to the JD Power 2013 Electric Utility Residential Customer Satisfaction StudySM, released today.
    The study, now in its 15th year, measures customer satisfaction with electric utility companies by examining six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service. 
    Overall satisfaction among residential customers of electric utilities has increased substantially in 2013 to 639 (on a 1000-point scale), up 14 points from 2012. While performance in all factors improves in 2013, billing and payment satisfaction (719) increases by a notable 19 points, the largest increase among the six factors. Power quality and reliability, an important driver of customer satisfaction and the second-highest-scoring factor, has improved to 692 from 677 in 2012. Communications satisfaction increases for a third consecutive year, climbing to 585 in 2013 from 579 in 2012 and 575 in 2011. Satisfaction scores in price (551) and customer service (706) are the highest they have been in the past four years, with customer service increasing by 9 points from 2012. 
    With severe weather events across the United States, longer outages were reported in 2012, yet, electric utilities have improved their outage communications before, during and after these events. Satisfaction increases when utilities proactively communicate outage information regularly and clearly via the channels customers prefer, including utility-initiated phone calls, emails, text messages and social media sites. 
    “In addition to improving outage communication, electric utilities have made great strides in improving customer perceptions regarding billing and payment,” said Jeff Conklin, senior director of the energy practice at JD Power. “With such a dramatic increase in billing and payment satisfaction in the 2013 study, it’s clear that the electric utilities have listened to the Voice of the Customer by providing them with many choices to receive and pay their bill and with improved information on their billing statements.”
    According to the study, satisfaction increases when customers are offered billing and payment options. Satisfaction among customers who select their own payment due date is 756, compared with 714 among those who do not select a due date. Satisfaction among customers who receive an electronic bill is 745, compared with 709 among those who receive only a paper statement. Among customers who are on a fixed budget bill payment plan, satisfaction is 736, compared with 718 among those who are not on this plan. Billing and payment satisfaction increases by 54 points when billing statements include a consumption graph (740). Satisfaction is highest among customers who use their utility’s online website to check their account or pay a bill (742), followed by auto-deductions from a bank account (736); recurring credit card payments (726); and through bank’s online bill payment (717). The percentage of customers who mail their payment has decreased to 26 percent in 2013 from 29 percent in 2012, indicating that customers are using alternative payment options.
    Price satisfaction improves substantially for a second consecutive year (+12 points), as customers indicate lower average bill amounts, down $3 per month from 2012 to $132. Price satisfaction is 101 points higher among customer who say they are “very familiar” with their utility’s energy-saving programs than among those who say they are only “somewhat familiar.”
    Power quality and reliability (PQ&R) increases by 15 points in 2013, driven by a 19-point increase in the West region. The study finds that utilities have increased their number of communications with customers regarding lengthy outages in 2013. The most satisfying sources of outage information are emails from the utility (762 PQ&R); text messages from the utility (736); utility’s social media site (724); calls from the utility (718); and customer emails sent to the utility (703).

    Study Rankings

    The Electric Utility Residential Customer Satisfaction Study ranks midsize and large utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segment serve between 125,000 and 499,999 residential customers, while companies in the large utility segment serve 500,000 or more residential customers.
    East Region
    PPL Electric Utilities ranks highest among large utilities in the East region, followed by Central Maine Power; Duquesne Light; and West Penn Power, respectively.
    Among midsize utilities in the East region, Southern Maryland Electric Cooperative ranks highest for a sixth consecutive year, followed by Penn Power; Delmarva Power; and Met-Ed, respectively.
    Midwest Region
    MidAmerican Energy ranks highest in the large utility segment in the Midwest region for a sixth consecutive year. We Energies; Alliant Energy; and Xcel Energy-Midwest follow, respectively.
    Omaha Public Power District ranks highest in the midsize utility segment in the Midwest region for a sixth consecutive year and receives an award in the study for a 13th consecutive year. Following Omaha Public Power District in the segment rankings are Kentucky Utilities; Wisconsin Public Service; and Indianapolis Power & Light, respectively.
    South Region
    OG&E ranks highest in the large utility segment in the South region, followed by FPL; Georgia Power; and CPS Energy, respectively. 
    Sawnee EMC ranks highest in the midsize utility segment in the South region, followed by Jackson EMC; Clay Electric Cooperative; and NOVEC, respectively. 
    West Region
    Salt River Project (SRP) ranks highest in the large utility segment in the West region for a sixth consecutive year and receives an award in the study for a 12th consecutive year. Following Salt River Project in the segment rankings are SMUD; Portland General Electric; and APS, respectively.
    Clark Public Utilities ranks highest in the midsize utility segment in the West region for a sixth consecutive year, followed by Colorado Springs Utilities; Seattle City Light; and Snohomish County PUD, respectively.
    JD Power offers the following tips to consumers:
    • Customers should register their account online at their utility’s website to get access to detailed account history.
    • Customers who want to go paperless should sign up for e-bill statements from their utility.
    • Many utilities now offer text or email notifications and alerts, such as reminders about usage toward a budgeted amount or outage updates.
    • Some utilities now have smartphone apps that allow you to review and pay your bills or to report outages.
    The 2013 Electric Utility Residential Customer Satisfaction Study is based on responses from 102,734 online interviews conducted from July 2012 through May 2013 among residential customers of the 126 largest electric utility brands across the United States, which collectively represent nearly 94 million households. 
     

    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 Laundry Appliance Satisfaction Study and the 2013 Kitchen Appliance Satisfaction Study

    Product Performance and Reliability are Key to Overall Customer Satisfaction with Laundry and Kitchen Appliances; Warranty Importance Increases

    2013-07-17

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    WESTLAKE VILLAGE, Calif.: 17 July 2013 — While customer satisfaction with major appliances is primarily driven by performance and reliability, warranty has become increasingly important during the past few years, according to the JD Power 2013 Laundry Appliance Satisfaction StudySM and the JD Power 2013 Kitchen Appliance Satisfaction StudySM released today. 

    The Laundry Appliance Satisfaction Study and the Kitchen Appliance Satisfaction Study, now in their eighth and ninth years, respectively, measure customer satisfaction in five categories of major home appliances: clothes washers; clothes dryers; dishwashers; cooktops/ranges/ovens; and refrigerators. Overall customer satisfaction is measured in six factors: ease of use; features (such as the usefulness of settings available and capacity); performance and reliability (including how well the appliance functions, noise level and energy efficiency); price; styling and appearance; and warranty.

    While product-specific factors continue to drive satisfaction with kitchen appliances in 2013, the importance of price and warranty increases in 2013. Both warranty and ease of use have a larger impact on satisfaction with laundry appliances in 2013 than in 2012.

    The length and scope of warranty contributes approximately one-tenth to overall customer satisfaction across all major appliances, which has increased by nearly 2 percentage points during the past three years. For laundry appliances specifically, there has been a similar increase in the importance of the ease of use factor, which is the second-most-important driver of satisfaction in 2013 and represents approximately one-fifth of the overall customer experience. For kitchen appliances, the price factor has increased in importance by 2 percentage points and comprises about 15 percent of overall customer satisfaction in 2013.

    “We continue to see a tightening of scores among the highest-ranked brands, which is very telling in that, although specific brands have specific strengths, in the end there are a number of brands delivering an outstanding customer experience,” said Christina Cooley, director in the home improvement industries practice at JD Power. “In this extremely competitive environment, brands that have already proven themselves through their products will likely be able to further differentiate through their relationships with their customers, as demonstrated through their warranty, and ultimately providing a consistent and strong value message that incorporates both the product and long-term relationship with customers.”

    Laundry Appliance Satisfaction Study

    Clothes Washers

    Samsung ranks highest in customer satisfaction with clothes washers for a fifth consecutive year, achieving a score of 822 on a 1,000-point scale. Samsung performs particularly well in three factors: performance and reliability; ease of use; and price. Samsung is followed in the rankings by LG (818) and Kenmore Elite (816). Kenmore Elite and Electrolux also perform above the clothes washer industry average.

    Clothes Dryers

    LG ranks highest in customer satisfaction with clothes dryers (821). LG performs particularly well in performance and reliability; ease of use; styling and appearance; features; and warranty. Following LG in the rankings is Samsung (820).

    Kitchen Appliance Satisfaction Study

    Refrigerators

    With a score of 817, Sub-Zero has regained its highest ranking in customer satisfaction with refrigerators, a position it held previously in 2011. Sub-Zero performs particularly well in ease of use; performance and reliability; styling and appearance; features; and warranty. Kenmore Elite (807) follows in the rankings.

    Dishwashers

    Kenmore Elite ranks highest in customer satisfaction with dishwashers with a score of 812 and achieves particularly high scores in ease of use; styling and appearance; features; and price. Kenmore Elite is followed in the rankings by KitchenAid (803). Bosch and Miele also perform above industry average. 

    Cooktops/Ranges/Ovens

    Kenmore Elite (819) ranks highest in customer satisfaction with ranges, cooktops and ovens for a second consecutive year. The brand performs particularly well in ease of use; performance and reliability; and features. Kenmore Elite is followed in the rankings by Wolf (810) and Samsung (808). 

    Consumer Tips

    JD Power offers the following tips for consumers shopping for kitchen and laundry appliances:

    • Fully understand the appliance’s warranty. Read it over carefully to determine what it covers and for how long. If you have questions, ask both the retailer and the manufacturer directly.

    • Understand the difference between the standard warranty and an extended warranty and the associated benefits so that you can decide what makes the most sense for your purchase.

    • Shop based on your specific needs related to function and style. 

    • Don’t wait until after the purchase to figure out how to use the appliance or its special features. Ask the salesperson to explain and demonstrate the appliance’s functions as well as to discuss the regular maintenance required.

    The 2013 Laundry Appliance Satisfaction Study is based on more than 7,800 evaluations from customers who purchased clothes washers and/or clothes dryers during the past 24 months. The study was fielded between January and February 2013.

    The 2013 Kitchen Appliance Satisfaction Study is based on more than 4,000 evaluations from customers who purchased dishwashers; more than 3,900 evaluations from customers who purchased cooktops/ranges/ovens; and more than 4,500 evaluations from customers who purchased refrigerators during the past 24 months. The study was fielded between 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. 

    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 Names Joseph DaMour as Vice President of Finance

    JD Power Names Joseph DaMour as Vice President of Finance

    2013-07-16

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    WESTLAKE VILLAGE, Calif.: 16 July 2013 — JD Power today announced the appointment of Joseph DaMour to the position of Vice President of Finance.


    Reporting to JD Power President Finbarr O’Neill, DaMour will be responsible for all aspects of the company’s financial operations, including accounting, financial reporting, contracts and legal. He will also provide strategic and tactical guidance to JD Power’s leadership team, as the company continues its global expansion.


    DaMour will also work closely with Jason Hauben, Senior Vice President of Finance and Planning for McGraw Hill Financial’s Commodities & Commercial Markets Segment.


    DaMour joins JD Power from Via Motors, a privately held electric vehicle development and manufacturing company, where he served as the Chief Financial Officer. Previously, he served as CFO of Fisker Automotive. Earlier in his career, DaMour held a variety of global executive positions at General Motors Corporation in Detroit, New York, Shanghai, Sao Paulo and Brussels.

    “Joe has strong global operating, accounting and financial experience, positioning him as an excellent fit to help manage JD Power’s global business,” said O’Neill.


    “As McGraw Hill Financial further expands its influence as a provider of benchmarks, intelligence and analytics across global markets, Joe’s experience and business perspective will be key assets in our growth,” said Hauben.


    DaMour holds a joint JD-MBA degree and a bachelor’s degree in political science from the University of Michigan.

     

  • Dr. Rick Garlick Joins JD Power as the Global Travel and Hospitality Practice Lead

    Dr. Rick Garlick Joins JD Power as the Global Travel and Hospitality Practice Lead

    2013-07-10

    jdp-root

    WESTLAKE VILLAGE, Calif.: 10 July 2013 — Dr. Rick Garlick has joined JD Power as the Global Travel and Hospitality Practice Lead. He is responsible for providing industry thought leadership for the JD Power’s various syndicated and proprietary studies in the hotel, rental car, airline and cruise line industries as well as developing additional travel research opportunities. Garlick will report to Stuart Greif, vice president and general manager of JD Power’s global travel and hospitality practice.


    Garlick has more than 20 years of diverse consumer and employee research experience in the travel and hospitality industry. Prior to joining JD Power, he held senior-level positions at Maritz Research and The Gallup Organization, where he was a trusted advisor to many senior leaders of premier organizations, as well as a nationally recognized thought leader in the area of hospitality and employee engagement research.


    “In addition to his consumer and employee research experience, Rick also has a diverse consulting background that makes him a valuable resource to JD Power,” said Greif. “He is already having a positive impact by driving performance improvement for JD Power’s clients and by enhancing the value of our products and services and accelerating our growth initiatives.”


    Garlick received a Ph.D. in communication studies from Michigan State University. 


    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]  

    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 U.S. Wireless Network Quality Performance Study—Volume 2

    Overall Wireless Network Problem Rates Differ Considerably Based on Type of Service

    2013-08-29

    jdp-root

    WESTLAKE VILLAGE, Calif: 29 August 2013 — Overall network performance levels of wireless phones differ depending on whether services are deployed by full-service or non-contract carriers, according to the JD Power 2013 U.S. Wireless Network Quality Performance StudySM—Volume 2 released today.  

    Now in its 11th year, this semiannual study evaluates wireless customers’ most recent usage activities in three areas that impact network performance: calling, messaging and data. Overall network performance is based on 10 problem areas that impact the customer experience: dropped calls; calls not connected; audio issues; failed/late voicemails; lost calls; text transmission failures; late text message notifications; Web connection errors; slow downloads; and email connection errors. Network performance issues are measured as problems per 100 (PP100) network connections, with a lower score reflecting fewer problems and better network performance. Carrier performance is examined in six geographic regions: Northeast, Mid-Atlantic, Southeast, North Central, Southwest and West.

    Key Findings

    • Customers experience significantly fewer data problems with 4G LTE smartphones (16 PP100) than with 3G phones (18 PP100).
    • Customers with 4G-enabled smartphones are more loyal to their wireless carrier than are customers with devices that use other technologies.
    • Problem incidence among full-service carriers is lower in all network problem areas than among non-contract carriers.
    • Monthly spending increases by an average of $17 among customers who have switched from a previous carrier to obtain a better network or coverage.

    The study finds that overall network performance varies widely by service segment and the activities performed on the handset. For example, there are fewer reported problems overall among wireless customers who use a full-service provider network, compared with problems reported by customers of non-contract carriers. Overall, problems associated with placing calls, messaging and data-related activities average 11 problems per 100 calls (PP100) for full-service carriers. This compares with 13 PP100 among customers of non-contract carriers. 

    In addition, the specific types of problems experienced may vary greatly by segment type. In regard to data-related issues, there are more reported problems among non-contract customers for excessively slow downloads (21 PP100) and Web connection failures (14 PP100), compared with 16 PP100 and 10 PP100, respectively, among full-service customers.  Performance also varies between the two service segments for call quality and messaging issues, but to a lesser degree than with data speed and connection issues.

    “While it’s not unexpected to find network performance disparity between these two segments, given the robust upgrade to 4G technology in the full-service segment, there is performance disparity in the non-contract segment, even between those carriers that own their own network and those that piggyback on full-service networks,” said Kirk Parsons, senior director of wireless services at JD Power. “Based on the varying degree of consistency with overall network performance, it’s critical that wireless carriers continue to invest in improving both the call quality and especially the data connection-related issues that customers continue to experience as 4G service becomes more prevalent.” 

    According to Parsons, there is a financial impact in providing a high-performing network, as spending increases by an average of $17 per customer among those who have switched from a previous carrier to obtain a better network/coverage, compared with those who switch for other reasons.

    Study Rankings

    For the first time since the study moved to a regional format in 2004, Verizon Wireless is the first wireless provider to rank highest across all six regions of the country.  By region, Verizon Wireless ranks highest in the Northeast region for an 18th consecutive reporting period. Verizon Wireless achieves fewer customer-reported problems with dropped calls, initial connections, transmission failures and late text messages, compared with the regional average. Verizon Wireless also ranks highest in the Mid-Atlantic, Southeast, Southwest, and West regions, and also ranks highest in a tie in the North Central region. 

    U.S. Cellular ranks highest (in a tie this period) in the North Central region for a 16th consecutive reporting period. Compared with the regional average, U.S. Cellular has fewer customer-reported problems with dropped calls, failed initial connections, audio problems, failed voice mails and lost calls.

    The 2013 U.S. Wireless Network Quality Performance Study–Volume 2 is based on responses from 26,491 wireless customers. The study was fielded between January and June 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) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. 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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  • August 2013: Monthly Automotive Sales Forecast

    August New-Vehicle Sales Reach Highest Level in Seven Years

    2013-08-22

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    WESTLAKE VILLAGE, Calif.: 22 August 2013 — New-vehicle sales continue the hot streak that has been trending throughout the summer selling season, with no evidence of the pace slowing, 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 August 2013 are projected to come in at 1,270,400 units, a 12 percent increase from August 2012 and the highest monthly sales volume since 2006. The seasonally adjusted annualized rate (SAAR) in August is expected to be 13.1 million units, marking the first time the selling rate has been above 13 million units for three consecutive months since the first quarter of 2007. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles.

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

    (in millions of units)

    JD Power expects consumer spending on new vehicles in August will approach $36 billion, which is the highest level on record. 
    “The industry as a whole continues to experience a robust improvement in demand, and our forecast for August is looking to be the best month for retail sales that we’ve seen in the past seven years,” said John Humphrey, senior vice president of the global automotive practice at JD Power. “Moreover, this strong selling environment is occurring when consumers are spending more on new vehicles than any month on record, which is a further indication of the underlying strength of the sector.” 

     

    Total Light-Vehicle Sales

    With consistency in the fleet environment, total light-vehicle sales in August 2013 are also expected to increase by 12 percent from August 2012 to 1,495,400. Fleet sales are expected to account for 15 percent of total sales, with volume of 225,000 units.

    PIN and LMC data show total sales reaching a 16 million unit SAAR in August, which is the highest since November 2007, with actual unit sales the highest since May 2007.    
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons

    1 Figures cited for August 2013 are forecasted based on the first 15 selling days of the month.
    2The percentage change is adjusted based on the number of selling days in the month (28 days in August 2013 vs. 27 days in August 2012).

    Sales Outlook 

    Based on the solid outlook for August, LMC Automotive is holding its 2013 forecast for retail light-vehicle sales at 12.8 million units and total light-vehicle sales at 15.6 million units.

     
    “The U.S. auto recovery seems to be operating on auto pilot, a welcome stage of stability at a higher pace,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “We do expect to see a lower selling rate in September as Labor Day is counted in August sales, but upside potential still outweighs downside risk in 2013 and well into 2014.”
     

    North American Production

    North American light-vehicle production year-to-date through July is up 4 percent from the same period in 2012. The industry continues to manage a lean supply-to-demand ratio, with vehicle stock at the beginning of August falling to an average 56-day supply from 61 days in July. The overall inventory level has dropped to 2.9 million units from 3.3 million units in July. 
    Ford holds on to one of the strongest increases in production from 2012, up 13 percent on boosts from the redesigned Escape and higher Explorer and F-Series volume. With Fiat-Chrysler relatively flat and General Motors off 3 percent year-to-date, the Detroit Three collectively are slightly below the industry year-over-year performance with a 3 percent increase. However, they do retain a 54 percent share of light-vehicle production in the region, the same level as in 2012. 
    Hyundai/Kia’s production growth year-to-date is the highest of the larger manufacturers, up 14 percent. This comes as inventory for the group falls from a 46-day supply to 41 in August. The volume boost is coming almost exclusively from the Elantra and redesigned Santa Fe. With weaker volume in July, the European brands are down 2 percent year-to-date. 
    LMC Automotive’s forecast for 2013 North American production is at 16.0 million units, a 4 percent increase from 2012 and in line with the year-to-date performance.

    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) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. 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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  • 2013 U.S. Credit Card Satisfaction Study

    Credit Card Customers Frequently Lack Understanding of the Terms, Benefits and Rewards Associated with Their Cards

    2013-08-22

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    WESTLAKE VILLAGE, Calif.: 22 August 2013 — Although credit card satisfaction continues to improve, a large percentage of customers indicate they do not fully understand their card’s terms, benefits and rewards program, according to the JD Power 2013 U.S. Credit Card Satisfaction StudySM released today. 

    The study, now in its seventh year, measures customer satisfaction with credit cards by examining six key factors: interaction; credit card terms; billing and payment; rewards; benefits and services; and problem resolution. 

    The study finds that customer awareness of earning and redeeming rewards with their credit card has declined year over year, with 59 percent of customers saying they “completely” understand how to earn rewards in 2013, compared with 66 percent in 2012. Furthermore, 33 percent of customers indicate they are unaware of the benefits associated with their card.  

    “Customers who use their card’s benefits spend an average of $400 more per month on their card, compared with those who are aware of benefits but do not use them, so clearly this is an area of importance to card issuers,” said Jim Miller, senior director of banking services at JD Power. “While most customers change cards for a better rewards program, they often don’t fully understand the rewards offered with their current card. There is a clear opportunity for issuers to better communicate rewards programs and benefits to not only keep customers loyal, but also to attract new customers.”  

    Fewer than one-half (47%) of credit card customers say they “completely” understand their credit card terms. Among these customers, 73 percent indicate a lack of clarity regarding interest rates, and 31 percent lack an understanding of late payment fees.  

    Despite low customer understanding of card benefits and terms, credit card satisfaction has improved for a fourth consecutive year. Overall satisfaction averages 767 on a 1,000-point scale, which is a 14-point improvement from 2012. The study also finds a lower incidence of interest rate increases, compared with 2012 (5% vs. 6%, respectively). 

    “The fact that the economy is improving and consumers generally feel better about their personal financial situations is certainly helping to improve satisfaction with credit card issuers, especially considering there was such instability in the industry just a few years ago,” said Miller. 

    When surveyed about their financial outlook compared to a year ago, 27 percent of credit card customers indicate they are better off in 2013, up from 23 percent in 2012 and 20 percent in 2011. Conversely, 17 percent indicate they are worse off, down from 23 percent in 2012 and 29 percent in 2011. 

    The study also finds that the percentage of credit card customers indicating they use mobile apps or text alerts to interact with their issuer has increased slightly from 2012 (5% vs. 4%, respectively), driven primarily by increased usage among customers in the Gen X and Gen Y segments. Notably, credit card customers have been significantly slower to adopt mobile technology as an interaction method, compared with retail banking customers1 (5% vs. 19%, respectively). The slower adoption of mobile app technology among credit card customers may be related to a lack of desired functionality currently offered by credit card issuers. Mobile app features that provide the greatest lifts in satisfaction include viewing card benefits and features, redeeming rewards and receiving special promotions/offers. However, these offerings are currently available to less than one-fourth of credit card customers.  

    American Express ranks highest in credit card customer satisfaction for a seventh consecutive year. American Express achieves a score of 816 and performs particularly well in rewards; benefits and services; and billing and payment. Discover follows with a score of 812, performing well in credit card terms; interaction; and problem resolution. Chase ranks third at 783. 

    JD Power offers the following tips to consumers who want to get the most out of their credit card: 

     

    • Understand your card’s benefits. Most credit cards offer at least one benefit, such as travel insurance coverage, purchase protection and fraud protection. Customer satisfaction increases significantly when customers are aware of the benefits that come with their card. Make it a point to find out what benefits your card offers and how to make the most of them. 
    • Choose a card that offers rewards you can use. Most credit cards offer rewards programs in the form of points, which are accumulated by using the card, cash back or rebates. You can benefit the most from a rewards program that gives you discounts or rebates from a retailer or supplier with whom you frequently transact business. However, these cards may also require an annual fee. Make sure the rewards you accumulate justify the fees you incur to carry the card. 
    • Take advantage of services offered online. Familiarize yourself with your card issuer’s website. Not only can you quickly access such basic information as card balances and payment information, but you can also find information about benefits and rewards associated with your card and how to redeem them. Many credit card companies also offer mobile apps that offer special promotions to cardholders.  

    The 2013 Credit Card Satisfaction Study includes responses from more than 14,000 credit card customers and was fielded from May through June 2013.  

    1 JD Power 2013 U.S. Retail Banking Satisfaction Study
     

     

    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]
    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 Digital Lifestyle Study

    Popularity of Internet Entertainment Services Creates Customer Retention Challenges for Digital Lifestyle Providers

    2013-08-21

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    WESTLAKE VILLAGE, Calif.: 21 August 2013 — As the popularity of Internet entertainment services grows among consumers, digital lifestyle providers face customer retention challenges and seek to extend bundled service offerings, according to the JD Power 2013 Digital Lifestyle StudySM released today.

    The study, now in its second year, examines consumer brand loyalty, propensity to subscribe to digital lifestyle products and preferences for aggregation of a wide array of services from one provider. Referred to as a digital lifestyle service package, it includes such entertainment components as video, television, audio and gaming; monitoring components, including home security, energy management and healthcare services; communication components, such as voice, Internet and wireless; and such other components as data backup and smart appliances.

    Key Findings

    • Consumers most often choose Internet service to include in a bundle, followed by voice and video, respectively.

    • Consumers intend to bundle voice services, despite available alternatives.

    • Consumers are receptive to home healthcare services.

    • Younger consumers are most likely to share personal information, but expect free services in return.

    The study segments consumers into five groups, based on age and other demographic and psychographic characteristics, in order to provide insights into their current and future digital lifestyle bundle preferences. Those segments are low-tech empty-nesters—mature households who use technology that has minimal impact on their daily lives; the family that techs together—teen and kid-focused technology purchase behaviors; generation wireless—youngest household profile, with high investment and engagement in technology; offline seniors—elderly households with little technology interaction or concern; and emerging traditionalists—nuclear family household profile, with average technology investment.

    Nearly two-thirds (61%) of consumers consider Internet service as the foundation of their future digital lifestyle bundle. It is the most-frequently chosen service in consumers’ present and future digital lifestyle bundles, indicating that consumers understand the necessity of having fast, reliable broadband for entertainment, home automation and other services. While 70 percent of consumers in the offline seniors segment include Internet in their ideal bundle, only 54 percent of those in the generation wireless segment indicate the same. Younger consumers have a high propensity to be connected to the Internet and may rely more heavily on mobile broadband and publicly available networks.

    “As the cost of subscription-based television increases and the speed and reliability of mobile broadband attracts a younger generation, consumers are more selective when choosing an entertainment and communications service provider,” said Kirk Parsons, senior director of the telecommunications practice at JD Power. “Customer retention and acquisition are critical issues faced by telecom providers. To remain competitive, they are now offering bundled Internet-based services, such as home security, in order to provide additional value to a wide variety of consumer segments.”

    Opportunities for Revenue in Bundling Video Services

    Forty percent of consumers select video service as part of their ideal future bundle, making it the third-most-frequently chosen option, following both Internet and voice service. The study indicates that consumers are more willing to search and invest in video entertainment online rather than via traditional TV service. Sixty-six percent of all consumers surveyed for the study–and 92 percent of those younger than 25 years old–regularly use an Internet video service, such as Netflix, Redbox or Amazon, in addition to television service. Further, consumers who use video services are not necessarily replacing traditional TV viewing, as they are significantly more likely to purchase video on demand from their cable or satellite provider than consumers who do not use video services.

    “While digital lifestyle providers leverage video services to attract consumers, there are opportunities for new service providers to deliver a two- or even three-screen experience,” said Parsons. “Eleven percent of tablet users indicate they view extended or additional programming and content online while they’re viewing television.”

    Telecom Providers Positioned to Benefit from Future Bundle Adoption

    Telecom providers are well-positioned to meet future consumer demands for aggregated digital lifestyle offerings. Nearly three-fourths (74%) of preferred future bundles in the United States and 78 percent in Canada include such non-traditional elements as home automation, energy management and home health monitoring. Home security appeals to younger consumers regardless of whether they own or rent their residence. In addition, they like the high-quality service offered by home security providers compared with do-it-yourself home automation solutions.

    When future bundles are considered telecom providers are the preferred provider by 65 percent of U.S. consumers; 13 percent prefer security providers; and 7 percent prefer energy providers, while 16 percent prefer such other providers as technology giants (e.g., Google and Microsoft) and device manufacturers (e.g., Sony). However, generation wireless households have notably different preferences from the study average, with 57 percent preferring telecom providers and 21 percent preferring technology firms or device manufacturers.

    Incentives Reduce Privacy Concerns

    Younger consumers (those between 18 and 25 years old) are willing to share their browsing and GPS location information in exchange for free services and special offers. More than one-half (55%) of young digital lifestyle consumers are likely to share their online browsing history for free services and 43 percent are likely to share this information for special offers. Thirty-seven percent of consumers are likely to share their GPS data in order to use location-based services. Only one-fifth (21%) say they are “very concerned” with their current service provider having access to their online browsing activity, compared with 27 percent who say they are “not very concerned” and 9 percent who are “not at all concerned.”

    The 2013 Digital Lifestyle Study is based on 12,827 responses from members of Web-based panels in the United States and Canada that are comprised of a representative sample of consumers who are responsible for making their household decisions regarding home telecommunications, entertainment, security, and energy services. The study was fielded in June 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) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. 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 Wireless Purchase Experience Full-Service Study—Volume 2 and the 2013 Wireless Purchase Experience Non-Contract Study—Volume 2

    Overall Satisfaction with the Wireless Purchase Experience Rises as More Subscribers Perceive Value of Devices and Online Purchasing Experience Improves

    2013-08-15

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    WESTLAKE VILLAGE, Calif: 15 August 2013 — Improvements in the perceived value for price paid for devices and exceeding customer expectations contribute to an increase in customer satisfaction among wireless customers who completed a sales transaction via websites, according to the JD Power 2013 Wireless Purchase Experience Full-Service StudySM—Volume 2 and the 2013 Wireless Purchase Experience Non-Contract StudySM—Volume 2, both released today.

    Key Findings

    • Satisfaction is higher among customers who shop on big-box store websites (798), compared with those who shop on general store websites (784) and carrier websites (782).
    • Satisfaction is higher among customers with a 4G device than among those with a non-4G device (806 vs. 778, respectively).
    • Satisfaction among retail customers with a 4G device is 854 when the technology is explained to them vs. 734 when no explanation is provided.
    • On average, customers with a 4G device spend $11 more per month than do those with a non-4G device.

    Now in their 10th year, the semiannual studies evaluate the wireless purchase experience of customers using any one of three contact channels: phone calls with sales representatives; visits to a retail wireless store; or online. Overall customer satisfaction with both full-service and non-contract branded carriers is based on six factors (in order of importance): store sales representative; website; phone sales representative; store facility; offerings and promotions; and cost of service.

    Overall satisfaction among full-service customers who indicate having had a sales transaction with their carrier is 795 (on a 1,000-point scale)–a 31-point increase from the last reporting period in February 2013. Satisfaction also increases among non-contract customers (789)—up 34 points in just six months—the highest since 2012.

    Satisfaction increases in all six factors among the full-service segment, with cost of service improving 47 points from the last reporting period. This improvement is due in part to the value or “fairness” customers perceive when purchasing a cell phone as more technically advanced 4G devices are launched coupled with the very aggressive price structures and promotions offered to encourage customers to upgrade. Satisfaction with cost of service also increases in the non-contract segment. Sales transactions via the online channel have also contributed to the overall increase in purchase experience satisfaction. Timeliness of completing the transaction and ease of placing orders or making changes to current service plans are the primary reasons for the increase.

    “There’s a direct correlation between an efficient sales transaction process and improving satisfaction with the overall purchase experience,” said Kirk Parsons, senior director of the Telecom services practice at JD Power. “The increased levels of satisfaction with website are partially due to the efficiency and immediacy of the experience driven by increasingly innovative online chat functions. Additionally, carriers have invested heavily in promoting and marketing the latest 4G devices to keep current customers loyal and encourage spending on more advanced services.”

    Study Rankings

    For the first-time since the study’s inception, AT&T ranks highest in overall customer purchase experience satisfaction among Tier 1 full-service wireless carriers. AT&T achieves a score of 798 and performs particularly well in the store sales representative and store facility factors. Verizon Wireless (794) and Sprint (793) follow very closely in the rankings.

    For a second consecutive reporting period, Boost Mobile ranks highest in overall customer purchase experience satisfaction among non-contract service carriers. The carrier achieves a score of 804 and performs particularly well in the store sales representative; store facility; offerings and promotions; and website factors. MetroPCS (803), TracFone (800) and Virgin Mobile (789) follow in the rankings.

    The 2013 Wireless Full-Service Purchase Experience Study–Volume 2 is based on responses from 8,693 wireless customers. The 2013 Wireless Non-Contract Purchase Experience Study–Volume 2 is based on responses from 5,294 wireless customers. The study was fielded from January 2013 through June 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) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. 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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