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Category: United States

  • 2013 Seat Quality and Satisfaction Study

    Manual Lumbar Support on an Otherwise Power Seat Pains New-Vehicle Owners

    2013-08-15

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    WESTLAKE VILLAGE, Calif: 15 August 2013 — While seat suppliers and automakers try to save costs and reduce weight by having manually adjustable lumbar support in otherwise powered seats, owners of new vehicles equipped with those power/manual seats are not pleased, according to the JD Power 2013 Seat Quality and Satisfaction StudySM released today.
    While fewer than five percent of new-vehicles are equipped with power seats with manually adjustable lumbar support, owners of those vehicles report more problems with the lumbar support adjustment—1.9 problems per 100 vehicles (PP100), on average—than do owners of vehicles equipped with all seat controls being power including lumbar adjustments (0.4 PP100). Satisfaction among owners of vehicles equipped with these seats is also lower—average overall satisfaction is 8.2 (on a 10-point scale), compared with 8.4 for owners of fully powered seats.
    Even owners with seats with all manual controls report a lower average of lumbar adjustment problems (1.1 PP100); however, overall satisfaction is lowest among these owners (7.9).
    “Including powered lumbar support controls adds costs to the seat and weight to the overall vehicle, which is why some automakers are opting for manually adjustable lumbar support,” said Mike VanNieuwkuyk, executive director of global automotive at JD Power.
    VanNieuwkuyk notes that while many drivers set their lumbar support to their desired adjustment and rarely touch it again, part of owners’ dissatisfaction lies in the expectation that a powered seat—one which adjusts forward and backward, up and down, and reclines with the press of a button or lever—also has powered lumbar adjustment. Nearly one-half of all new vehicles are equipped with fully powered seats.
    “Customer expectations, especially among premium vehicle owners, are that all adjustments on a ‘power seat’ will be powered, not manual,” said VanNieuwkuyk. “Having manual lumbar controls when other seat controls are powered increases the likelihood that consumers will cite this as a problem and satisfaction decreases. It’s also highly possible that many owners may not realize their power seat has manually adjustable lumbar support until after they purchase the vehicle, which only exacerbates their displeasure.”

    Seat Height and Headrest Adjustments Come Up Short for Some Owners

    The study finds that seat height and headrest adjustments are also important seat features for vehicle owners, especially those who are shorter than average. Shorter owners (under 5 feet 5 inches tall) experience nearly twice as many problems with their seat height adjustment than their taller counterparts (1.2 PP100 vs. 0.7 PP100, respectively), with a third of these shorter owners indicating the seat does not adjust high enough. Overall satisfaction with their driver seat among owners who indicate a problem with their seat height adjustment is significantly lower than among those who do not have seat height adjustment problem.
    Shorter owners also report more problems with headrest adjustments than do taller owners (1.6 PP100 vs. 1.0 PP100, respectively).
    Seat height and headrest adjustments not only impact driver comfort, but also are a potential safety issue.Owners who indicate problems with seat height or headrest adjustment are also less satisfied with visibility, particularly visibility out the rear of the vehicle.
    “It’s a challenge for suppliers to make a seat that fits all owners,” said VanNieuwkuyk. “Automakers will often integrate other movable features into their vehicles, such as adjustable pedals and tilt-and-telescoping steering column, to enable owners to adjust the seat to their comfort without compromising safety or visibility.”

    Seat Supplier Quality Rankings

    Among seat suppliers, Johnson Controls and Toyota Boshoku each garner two segment awards for seat quality. Johnson Controls ranks highest in the Mass Market Midsize/Large CUV segment (for its seats in the Toyota Venza) as well as in the Mass Market Truck/Van segment (Ford F-250 and F-350 Super Duty), while Toyota Boshoku ranks highest in seat quality in the Luxury Car segment (Lexus LS) and the Mass Market Midsize/Large Car segment (Toyota Camry assembled at the Lafayette B, IN, plant).
    Lear Corporation ranks highest in the Luxury CUV segment (Audi allroad), Magna ranks highest in the Mass Market Compact CUV/MPV segment (Chevrolet Equinox) and Toyo Seat ranks highest in the Mass Market Compact Car segment (Mazda MX-5 Miata).
    The 2013 Seat Quality and Satisfaction Study provides automotive manufacturers and suppliers with quality and satisfaction information related to automotive seating systems. New-vehicle owners are asked to rate the quality of their vehicle seats and seat belts based on whether or not they experienced defects/malfunctions or design problems during the first 90 days of ownership. The study is based on responses from more than 83,400 owners of new 2013 model-year cars and light trucks. The study was fielded between February 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) 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 Texas Residential Retail Electric Provider Customer Satisfaction Study

    Customers of Texas Retail Electric Providers Are More Satisfied Than Customers of Regulated Utilities, Driven Primarily by Price

    2013-08-14

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    WESTLAKE VILLAGE, Calif.: 14 August 2013 — Price is the primary reason that satisfaction is higher among customers who use a Texas retail electric provider than among those who use a regulated utility, according to the JD Power 2013 Texas Residential Retail Electric Provider Customer Satisfaction StudySM released today.

    The study, now in its sixth year, measures customer satisfaction with retail electric service providers in Texas by examining six key factors (listed in order of importance): price; billing and payment; corporate citizenship; communications; enrollment/renewal; and customer service.

    Key Findings

    • Customer satisfaction with price increases 20 points to 684 from 2012.
    • Price satisfaction is highest among customers whose residential electric provider makes them aware of energy-savings measures available.
    • Corporate citizenship and enrollment/renewal, two new factors in the 2013 study, premiere as important influencers of customer satisfaction.

    Overall satisfaction among customers of retail residential electric providers (REPs) in Texas is 682 (on a 1,000-point scale), an increase of 4 points from 2012. This is the highest score since the study was first published in 2008.

    Customer satisfaction with price, a primary driver of satisfaction in the study, increases 20 points to 684 from 2012. The average perceived price per kilowatt hour (kWh) has declined to 10.4 cents in 2013 from 10.7 cents in 2012. Texas electric retail providers outperform regulated utilities in Texas by 114 points in the price factor (684 vs. 570, respectively).

    “Deregulation of the residential electric market in Texas opened the doors to healthy price competition and also focused residential customers on finding the cost savings and service programs that match their needs,” said Chris Oberle, senior director of the energy practice at JD Power. “Satisfaction isn’t just about price. Retail electric providers must stay connected to their customers with clear, frequent and effective communications and quality customer touch points, including billing and payment, customer service, corporate citizenship, enrollment and beyond, to achieve a premier provider position.”

    Satisfaction with the effectiveness of communications has risen to a high of 638 in 2013 from 2008. The frequency and recall of communications by electric retailers play an increasingly important role in customer satisfaction. Satisfaction is 717 among customers who recall communications from their retail electric provider (33%), compared with 666 among those who do not recall a communication (67%)—a dramatic difference of 51 points. The most frequently recalled methods of communicating are email (36%); direct mail (30%); and bill insert (20%).

    Corporate citizenship and enrollment/renewal, two new factors in the 2013 study, debut as important drivers of customer satisfaction. Overall awareness of Texas REP corporate citizenship is low; however, customer satisfaction increases significantly when customers are aware of corporate citizenship efforts. For example, corporate citizenship satisfaction is 762 when customers are aware of their REP’s impact on the environment, compared with 658 when they are not aware. The same general trend is observed when customers are aware vs. unaware of their REP’s local donations and sponsorship (738 vs. 672, respectively) and volunteering/working in the community (763 vs. 670, respectively).

    Satisfaction is highest in the enrollment/renewal factor (777). When customers are satisfied with their REP, they are more loyal to the brand, more likely to renew and more likely to recommend the REP to family and friends. Nearly two-thirds (60%) of new customers who enrolled for service within the past 12 months had service with another retail electricity provider. The main reason customers cite for selecting their provider is a lower price (61%).

     

    Texas Residential Retail Electric Provider Customer Satisfaction Study Results

    Champion Energy Services ranks highest among retail electric utility providers in Texas for a fourth consecutive year, with a score of 764. Champion Energy Services performs particularly well in price; billing and payment; enrollment/renewal; customer service; and communications. Following in the rankings are Green Mountain Energy (737) and Bounce Energy (736).

    The 2013 Texas Residential Retail Electric Provider Customer Satisfaction Study is based on responses from 7,708 residential customers of electric retailers in Texas. The study was fielded between September 2012 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. 

    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 Appliance Retailer Satisfaction Study

    Appliance Retailers Need to Provide an Outstanding End-to-End Experience for Customers in Competitive Marketplace

    2013-08-07

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    WESTLAKE VILLAGE, Calif.: 7 August 2013 — Appliance retailers need more than just a large selection of appliances or the best prices to satisfy their customers, according to the JD Power 2013 Appliance Retailer Satisfaction StudySM released today. 
    The study, now in its sixth year, measures customer satisfaction with the largest appliance retailers based on performance in six factors: sales staff and service; store facility; merchandise; price; delivery service; and installation service. The study finds that in a very competitive market, appliance retailers not only need to price match and carry a wide variety of appliance brands and models.
    “They also must differentiate themselves through their staff greeting and assisting customers quickly; helping them find the right appliance for their needs, and ensuring the appliance is delivered on time, in good condition and is installed properly,” said Christina Cooley, director of the home improvement practice at JD Power.  

    First impressions of the sales staff are lasting impressions, and they begin when customers walk through the retailer’s door. Slightly more than three-fourths (76%) of customers indicate that they were greeted promptly when entering the store. This is supported by the ongoing Appliance Mystery Shopping Program that JD Power conducts at the same retailers included in the study, in which staff across all retailers greeted appliance shoppers in less than two minutes, on average, as they entered the store. 
    Once salespersons make contact with a customer, it is important that they assess the customer’s needs by asking specific questions in order to narrow their recommendations down to a specific product. On average, 85 percent of customers indicate that the sales staff listened carefully to their questions or concerns. The Mystery Shop Program’s second quarter findings show that the needs assessment process is usually conducted through an average of six questions.  
    The study finds that 42 percent of customers who purchased a new appliance did so because their previous appliance was broken or defective, while 32 percent purchased because they wanted to upgrade their existing appliances or remodel their kitchen. An additional 20 percent of customers purchased a new appliance because they moved to a new home. 
    A challenge for retailers is to carry a wide enough variety of appliance models in stock that will best meet all of their customers’ specific needs. Findings from the study show that customers’ desired appliance was available 62 percent of the time, 21 percent had to be ordered and delivered from another store, and 7 percent of the time were available only online.  
    The delivery process is yet another opportunity to delight customers. Delivering an appliance on time is an important factor in driving satisfaction. Overall, 83 percent of customers indicate that the retailer delivered their appliance as promised. Also critically important to customers is ensuring the right appliance is delivered as ordered–met 85 percent of the time–and that the appliance isn’t damaged, with 91 percent of appliances delivered damage free.  
    Overall satisfaction with appliance retailers averages 789 on a 1,000-point scale in 2013, with the gap between the highest and lowest scores only 21 points, down from a gap of 38 points in 2012. While there is a statistically significant difference in the overall score between the highest- and lowest-ranked retailers, there is not a significant difference between the highest-performing retailer’s score and the industry average or between the lowest-performing retailer’s score and the industry average.
    “This really highlights the competitiveness and opportunities that retailers have in differentiating themselves among appliance shoppers,” said Cooley.  
    Lowe’s ranks highest in satisfying appliance retail customers for a fourth consecutive year, with an overall score of 800. Lowe’s performs particularly well in the store facility, merchandise, price, delivery service and installation service factors. Following Lowe’s in the rankings are Sears (792), which performs well in sales staff and service and shares the highest score in merchandise with Lowe’s, and The Home Depot (790).
    The 2013 Appliance Retailer Satisfaction Study is based on responses from more than 3,000 customers who purchased a laundry or kitchen appliance within the previous 12 months from a major appliance retailer. 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) 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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  • JD Power Distinguished Hospital Program: Valley View Hospital

    Valley View Hospital Recognized Again for Providing Outstanding Inpatient and Emergency Department Experiences

    2013-08-06

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    WESTLAKE VILLAGE, Calif.: 6 August 2013 — Valley View Hospital has been recognized for service excellence under the JD Power Distinguished Hospital Program.SM This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Inpatient Experience” and “An Outstanding Emergency Department Experience.” This is the third consecutive year the hospital has been recognized for its inpatient services, and the fifth consecutive year it has been recognized for its emergency department services.



    “It’s clear that Valley View Hospital is dedicated to delivering a consistent and outstanding patient experience,” said Mary Rodino, director of sales management in the services and emerging industries practice at JD Power. “Earning this distinction year over year for the emergency and inpatient services lines speaks volumes about their long-term view of patient care.”


    The service excellence distinction was determined by surveying recently discharged patients about their perceptions of their hospital visit and comparing the results to the national benchmarks established in the annual JD Power National Hospital Service Performance Study.SM


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


    Valley View Hospital exceeds the JD Power National Patient Experience Study (NPES)SM benchmark study score among patients who recently received inpatient and emergency care at the hospital. Patients rated Valley View Hospital’s food highest in satisfaction during their stay at the hospital. For patients who received emergency care at the hospital, doctors and nurses were rated highest for their care during their stay.


    A vast majority of patients who received inpatient care (70%) say they “definitely will” recommend Valley View Hospital to a friend, relative or colleague, compared with patients who received emergency treatment (76%).


    The hospital also performs well in providing patients with emotional support, receiving high ratings from inpatients for their treatment of family and friends. Among emergency patients, the hospital receives high ratings for the cleanliness of the registration and other waiting rooms.


    “Our goal at Valley View Hospital is to make the patient experience as smooth and comfortable as possible,” said CEO Gary Brewer. “The JD Power award demonstrates the outstanding care provided by our medical professionals and staff. I extend my deepest thanks to our entire team for their continued professionalism and support.”


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


    About JD Power


    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]
    Stacey Gavrell; Valley View Hospital; (970) 384-6623; [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 Customer Care Full-Service Performance Study—Volume 2 and 2013 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2

    Overall Customer Care Satisfaction Rises as Wireless Customers Use Online Chat Feature More Frequently Due To Improved Capabilities

    2013-08-01

    jdp-root

    WESTLAKE VILLAGE, Calif: 1 August 2013 — Satisfaction with wireless carriers’ customer care service has increased to its highest level since 2009, as the online channel, especially the chat function, has increased in both frequency of use and performance, according to the JD Power 2013 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 2 and the 2013 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 2, both released today.
    Now in their 11th year, these

    Key Findings

    • Among full-service wireless customers who solve their issue online, 42 percent indicate having used the chat function, up 6 percentage points from 2011 Vol. 2.
    • Among customers contacting via the online channel, overall satisfaction is highest when the chat function is used (784).
    • More than two-thirds (69%) of non-contract customers indicate they have a carrier-based account management application on their phone to track usage, review their plan and contact their carrier. Satisfaction is 93 points higher among customers with a carrier-based app than among those without one.
    • Nearly one-fifth (17%) of full-service customers indicate that they have used YouTube to resolve a problem regarding their wireless service.

    Nearly one-fifth (17%) of full-service customers indicate that they have used YouTube to resolve a problem regarding their wireless service. semiannual studies offer a detailed report card on how well wireless carriers provide customer service via three main contact channels: telephone (which consists of three sub-channels—Automated Response System (ARS) then Customer Service Representative (CSR); CSR only; and ARS only); walk-in (retail store); and online. The studies measure satisfaction with each contact method and analyzes processing issues, such as the efficiency of problem resolution and the duration of hold times.

    Overall satisfaction among full-service customers who most recently contacted their carrier with service questions or issues is 786 (on a 1,000-point scale). This is a 31-point increase from just 6 months ago and is now the highest level of satisfaction reached since the study moved to the 1,000-point scale in 2009. The same pattern holds true among non-contract customers, for whom overall satisfaction is at an all-time high since 2012 (732), with an increase of 34 points from 6 months ago.
    While satisfaction levels have risen in all three main full-service contact channels, the online channel has improved the most, with a 52-point increase. This improvement is due to the increasingly innovative online chat functions and technologies that carriers are rolling out to their customers to help facilitate the care process as customers become more comfortable with this contact alternative vs. more traditional channels, such as telephone and walk-in. For example, the overall incidence of wireless customers using the online channel for their most recent care experience has risen from 9 percent in 2011 to 16 percent in 2013. Within the online channel, the chat feature has become the leading contact source, as 42 percent of full-service customers indicate using a live online chat feature vs. email (23%) or other social media forum (16%). Additionally, online satisfaction is highest among customers who use the chat feature (784), compared with among those using other forums to find information (756), indicating the importance of personalized service and knowledgeable representatives.
    “The higher levels of satisfaction with online chat are partially due to the efficiency and immediacy of the experience, particularly with service issues or questions that are easier to resolve in this environment, such as billing or service/device questions pertaining to upgrades,” said Kirk Parsons, senior director of the telecom services practice at JD Power. “However, as carriers release new products and services to meet consumer demand, such automated systems as online chat must continue to evolve to address harder-to-answer questions related to technology support, as customers gain confidence in using alternative contact channels for convenience-related reasons.”

    Study Rankings

    For the first-time, AT&T ranks highest in wireless customer care satisfaction among full-service carriers, with an overall score of 795. AT&T performs particularly well in the walk-in and online contact channels and ranks above the full-service average in four of the five service channels.
    For the second consecutive reporting period, MetroPCS ranks highest in overall wireless customer care satisfaction among non-contract carriers, with an overall score of 770. MetroPCS performs above the non-contract average in the telephone and online channels.
    The 2013 Wireless Customer Care Full-Service Performance Study—Volume 2 is based on responses from 7,373 wireless customers. The 2013 Wireless Customer Care Non-Contract Performance Study—Volume 2 is based on responses from 3,235 wireless customers. Both studies are based on the experiences of current customers who contacted their carrier’s customer care department within the past six months. 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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  • 2013 U.S. Pharmacy Study

    The Customer Satisfaction Gap Continues to Widen between Brick and Mortar and Mail-Order Pharmacies

    2013-09-30

    jdp-root

    WESTLAKE VILLAGE, Calif.: 30 September 2013 — Although mail-order pharmacies once held a customer satisfaction advantage over brick and mortar pharmacies mainly due to perceived cost competitiveness, satisfaction with brick and mortar pharmacies continues to increase at a faster pace, according to the JD Power 2013 U.S. Pharmacy StudySM released today.

    KEY FINDINGS

    • Although customer satisfaction with mail-order pharmacies improves to 797 index points on a 1,000-point scale in 2013, up from 792 in 2012, satisfaction with brick and mortar pharmacies increases by 23 points during the same time period, now averaging 837 points.
    • While mail order had a seven-point advantage in perceived cost competitiveness over brick and mortar in 2011, in 2013 it is at a 20-point disadvantage in the cost factor.
    • The percentage of customers who indicate refilling prescriptions at a brick and mortar pharmacy has increased to 61 percent in 2013–up from 58 percent three years ago.

    “For the most part, the widening gap in satisfaction has more to do with improved satisfaction in the brick and mortar segment than declining satisfaction in mail order,” said Scott Hawkins, director of the healthcare practice at JD Power. “For mail-order pharmacies, it’s important to combine high-tech with high-touch. Not only does the online experience need to keep technological pace with other retail sites that pharmacy customers visit, but customer service opportunities that provide personal connections are essential as well.”

    Rankings

    In the brick and mortar segment, Good Neighbor Pharmacy ranks highest among chain drug store pharmacies; Target ranks highest among mass merchandiser pharmacies; and Publix ranks highest among supermarket pharmacies. In the mail-order segment, Kaiser Permanente Mail Pharmacy ranks highest.

    The 2013 U.S. Pharmacy Study is based on responses from more than 13,500 pharmacy customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. Customer satisfaction with brick and mortar pharmacies is measured across five key factors: prescription ordering; store; cost; non-pharmacist staff; and pharmacist. Four factors are examined in the mail-order segment: cost; prescription delivery; prescription ordering process; and customer service experience. The study, now in its seventh year, was fielded between July and August 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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  • 2013 U.S. Household Insurance and Bundling Study

    Agents Who Focus Only on Homeowners Insurance Customers Are Missing A Long-Term Opportunity with Renter Customers as Their Needs Grow

    2013-09-30

    jdp-root

    WESTLAKE VILLAGE, Calif.: 30 September 2013 — Insurance agents who only focus on homeowners insurance customers are missing a golden opportunity to build long-term relationships with renter customers as their insurance needs grow due to life or circumstance changes—such as having a family or purchasing a home or additional car—according to the JD Power 2013 U.S. Household Insurance and Bundling StudySM released today.

    KEY FINDINGS

    • While 25 percent of consumers rent their primary residence, 46 percent of renters are uninsured.

    • Satisfaction with insurers is higher among renters than among homeowners (809 vs. 787, respectively, on a 1,000-point scale).

    • Price is the leading driver of the satisfaction gap: price satisfaction is a significant 45 points higher among renters than among homeowners.

    • Renters place more importance on website (22%) and assisted online (11%) interaction channels than do homeowners, which is influenced by the younger customer base in the renter insurance market.

    • State Farm captures the largest share of the renter insurance market (26%), followed by Allstate (12%) and USAA (10%).

    • Customer retention rates with their current insurer are higher among renters who bundle an auto policy (91%) compared to renters who do not bundle an auto policy (67%).

    “Many insurance agents focus their time selling high-dollar products, such as auto and homeowners, with higher commissions instead of the average $200 per year renters policy,” said Jeremy Bowler, senior director of the global insurance practice at JD Power. “This is shortsighted because agents who satisfy the large renter population today are more likely to retain and service their growing household insurance needs over time.”

    Rankings

    Homeowners Segment: Amica Mutual (842) ranks highest, followed by State Farm (813) and Auto-Owners Insurance (812). Renters Segment: Nationwide (823) ranks highest, followed by American Family (817) and Automobile Club of Southern California (814).

    The 2013 U.S. Household Insurance and Bundling Study is based on 21,167 responses from customers who may have the following insurance product lines: homeowners; renters; individual life insurance; recreational vehicle; personal liability umbrella; and secondary residence. The study was fielded from June 10, 2013, through July 12, 2013. The study examines overall customer satisfaction in each of these product lines; however, the study only ranks performance in two personal property insurance segments–homeowners and renters. Both index scores are comprised of five factors: interaction; policy offerings; price; billing and payment; and claims.

    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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  • 2013 U.S. Residential Television Service Provider Satisfaction Study

    Loss of Signal Is the Most Frequently Mentioned Performance Issue When TV Customers Experience Problems with Service Interruptions

    2013-09-26

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    WESTLAKE VILLAGE, Calif.: 26 September 2013 — Not only is loss of signal the most frequently mentioned service outage, but it also has the greatest negative impact on customer satisfaction and future loyalty, according to the JD Power 2013 U.S. Residential Television Service Provider Satisfaction StudySM released today.

    KEY FINDINGS 

    • Overall customer satisfaction among television service customers is 699 on a 1,000-point scale.
    • Satisfaction is 741 among customers who do not experience a loss of signal–82 points higher than among those who do experience a loss signal outage (659).
    • Approximately two-thirds (67%) of customers have experienced some type of service outage during the past 12 months, with 51 percent experiencing loss of signal. 
    • Other types of service outages experienced by customers include picture freezing (38%), post channel picture delay (26%) and picture tiling (19%).
    • Performance and reliability is the most critical factor driving overall satisfaction and meeting customer expectations.
    • The average monthly bill for television service is $87.
    “As customers expand their use of alternative video service, such as over-the-top service providers Netflix and Hulu, it’s important for cable and satellite TV providers to minimize service quality issues to reduce the likelihood of future customer defection,” said Kirk Parsons, senior director of telecommunications at 
    JD Power. 
    The 2013 U.S. Residential Television Service Provider Satisfaction Study is based on responses from 22,593 customers nationwide who evaluated their cable, satellite and Internet protocol (IPTV) television providers. The study was fielded in four waves: November 2012, January 2013, April 2013 and July 2013. The study measures customer satisfaction based on five factors: performance and reliability; cost of service; programming; billing; communication; and customer service.
     

    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 U.S. Residential Telephone Service Provider Satisfaction Study

    Managing Expectations for Service Restoration Becomes Critical as Outage-Related Issues Take a Toll on Performance and Reliability Satisfaction with Residential Telephone Service

    2013-09-26

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    WESTLAKE VILLAGE, Calif.: 26 September 2013 — Service outages due to severe weather or technical blackouts have a notably negative impact on satisfaction with telephone service performance and reliability among residential customers, according to the JD Power 2013 U.S. Residential Telephone Service Provider Satisfaction StudySM released today.

    KEY FINDINGS

    • Overall customer satisfaction among telephone service customers is 710 on a 1,000-point scale.
    • Satisfaction is 727 among customers who do not experience a service outage–85 points higher than among those who do experience at least one service outage (642).
    • Nearly one-fourth (21%) of customers indicate experiencing a service outage during the past year. 
    • Performance and reliability is the most critical factor in driving overall satisfaction and meeting customer expectations.
    • The incidence of customers who indicate they plan to drop their current telephone service during the next 12 months increases by 46 percent among those who have experienced a service outage, compared with those who have not experienced an outage (15% vs. 8%, respectively). 
    • The average monthly bill for telephone service is $45.
    “Given that performance and reliability is the most influential factor contributing to overall satisfaction, outages have an adverse negative impact on customer loyalty that cannot be ignored,” said Kirk Parsons, senior director of telecommunications at JD Power. “Reducing the number of outages may go a long way in retaining customers and growing the number of services purchased in the future.”
    The 2013 U.S. Residential Telephone Service Provider Satisfaction Study is based on responses from 19,432 customers nationwide who receive their local and long distance telephone service from one provider. The study was fielded in four waves: November 2012, January 2013, April 2013 and July 2013. Now in its 18th year, the study measures customer satisfaction with telephone service based on five factors: performance and reliability; cost of service; billing; communication; and customer service.
     

    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 U.S. Residential Internet Service Provider Satisfaction Study

    Customer Satisfaction Is High among Internet Customers Who Upgrade to Premium Speed Offerings To Boost Performance

    2013-09-26

    jdp-root

    WESTLAKE VILLAGE, Calif.: 26 September 2013 — When customers upgrade their basic Internet service as their need for bandwidth increases, levels of both overall satisfaction and customer loyalty increase, according to the JD Power 2013 U.S. Residential Internet Service Provider Satisfaction StudySM released today.
     

    KEY FINDINGS 

    • Overall customer satisfaction among Internet service customers is 683 on a 1,000-point scale.
    • Customer satisfaction increases to 712 among customers who upgrade to premium speed package–41 points higher than among those who have not upgraded their Internet service (671).
    • More than one-third (38%) of customers indicate upgrading to premium speed service packages. 
    • Performance and reliability is by far the most critical factor in driving overall satisfaction and meeting customer expectations. 
    • Customers who upgraded to premium speed packages make nearly twice as many positive recommendations to friends/family of their provider during the past year (23% vs. 14%).  
    • The average monthly bill for premium speed packages is $48, compared with $43 for basic Internet.
    “As streaming video grows in popularity, supporting customer demand for bandwidth and download speeds presents many challenges for the industry,” said Kirk Parsons, senior director of telecommunications at JD Power. “Meeting these challenges increases customer satisfaction. Providing value-based bandwidth and download speed offerings are key for industry growth.” 
     

    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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