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Category: United States

  • 2013 Vision Plan Satisfaction Report

    UnitedHealthcare Vision Ranks Highest in Customer Satisfaction among Vision Plan Providers

    2013-09-25

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    WESTLAKE VILLAGE, Calif.: 25 September 2013 — UnitedHealthcare Vision ranks highest in customer satisfaction among vision plan providers, performing particularly well in plan coverage and communication about plan benefits, according to the JD Power 2013 Vision Plan Satisfaction ReportSM released today.

    KEY FINDINGS

    • Overall satisfaction among vision plan members is 673 on a 1,000-point scale.
    • Among members who rate overall satisfaction 10 (Outstanding) on a 10-point scale, 83 percent say they “definitely will” select their current vision plan provider in the future.
    • Forty-two percent of members who rate overall satisfaction 10 (Outstanding) on a 10-point scale have single coverage.
    • The average monthly premium price paid for a vision plan is $36.33.

    “To highly satisfy vision plan members and build loyalty, providers need to clearly communicate up front their plan’s benefits, details of the coverage and the cost for monthly premiums and co-payments,” said Scott Hawkins, director of the healthcare practice at JD Power. “When the plan matches customer needs and expectations, the perceived value of the policy improves and satisfaction rises.”

    Rankings

    UnitedHealthcare Vision (704) ranks highest, followed by EyeMed (700) and VSP (687).
    The 2013 Vision Plan Satisfaction Report is based on responses from 3,015 verified vision plan members. The study was fielded from August 20, 2013, through August 26, 2013. The report measures vision plan member satisfaction based on four key factors (in order of importance): coverage, cost, communication and customer care.

    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 Certified Technology Service and Support Program: Riverbed Technology

    Riverbed Technology Recognized Again for Excellence in Certified Technology Service and Support Program

    2013-09-24

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    WESTLAKE VILLAGE, Calif.: 24 September 2013 — For a third consecutive year, Riverbed Technology has achieved certification under the JD Power Certified Technology Service and Support Program.SM This distinction recognizes Riverbed for delivering “An Outstanding Customer Service Experience” to customers globally.


    Jointly developed by JD Power  and the Technology Services Industry Association (TSIA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase. 


    “Riverbed’s customers have once again voiced their opinion of the company as a top-tier, customer-focused organization. By passing this rigorous certification program for the third consecutive year, Riverbed has demonstrated sustained levels of high performance year over year” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power. “The true mark of a world-class organization is its capacity to sustain excellence over time.”


    “Riverbed has, for the third consecutive year, demonstrated world-class customer satisfaction and technical support operational excellence,” said Thomas W. Pridham, senior vice president and general manager of TSIA’s Operational Best Practice and Certification programs. “Customers can rely on Riverbed for the people, processes and technology that are critical to the delivery of high quality support. The Riverbed technical support team should be very proud of their 2013 Certified Technology Services and Support certification recognition from JD Power.”


    To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies nationwide offering technology support, based on JD Power’ extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Certification is valid for one year.


    JD Power s evaluated Riverbed on its assisted service over the phone, email-based support, non-assisted website-based support, as well as depot support. For the certification, JD Power conducted a survey of Riverbed’s global customer base to establish an overall customer satisfaction index score and conducted onsite audits at Riverbed facilities.


    “Riverbed’s dedication to delivering a consistent, world-class support experience to our customers is reflected in these awards,” said Scott Downie, senior vice president of worldwide support at Riverbed. “Our philosophy is to focus on what is most important to the customer, and this companywide culture has enabled us to build the strong, lasting relationships we have with our customers. As we grow and scale our organization, we continue look for innovative ways to provide the fast and efficient services that make our customers successful within their own organizations.” 


    JD Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.

     


    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 TSIA


    The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or like us on Facebook. 


    Media Relations Contacts:


    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Suzanne Hite; TSIA, San Diego, Calif.; 410-774-5322; [email protected]  
    Lori Cross; Riverbed Technology; 415-527-4114; [email protected] 

    Follow us on Twitter: @JDPower

     

  • September 2013 Monthly Automotive Sales Forecast

    New-Vehicle Sales Slow in September Due to Timing of Labor Day; However, Overall Sales Trend Remains Positive

    2013-09-19

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    WESTLAKE VILLAGE, Calif.: 19 September 2013 — The new-vehicle sales pace in September has slowed slightly from its sprint in recent months, as volume is impacted by fewer selling days and the absence of Labor Day from September tallies, according to a monthly sales forecast developed jointly by JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    New-vehicle retail sales in September 2013 are projected to come in at 933,400 units, a 2 percent increase from September 2012. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles. The seasonally adjusted annualized rate (SAAR) in September is expected to be 12.4 million units. 
    “Although the year-over-year sales gain in September is smaller than has been observed in recent months, it’s important to recognize that September reported sales are being heavily influenced by a quirk on the industry sales calendar,” said John Humphrey, senior vice president of the global automotive practice at JD Power. 

    U.S. Retail SAAR—September 2012 to September 2013
    (in millions of units)


    Source: thePower Information Network® (PIN) from JD Power

    The auto industry reports sales on a sales month basis rather than a calendar month basis. Historically, the Labor Day holiday has fallen in the September sales month; however, in 2013, it fell in the August sales month, meaning that sales delivered over the holiday weekend were counted in August sales rather than September. JD Power estimates that more than 248,000 new vehicles were sold during the Labor Day weekend. Had those sales been included in September, LMC Automotive indicates they would have lifted the monthly SAAR into the low 13 million unit range. 
    Humphrey commented that due to this difference in the sales reporting calendar in 2013, it makes sense to evaluate August and September sales in combination.  
    “When combined, August and September retail sales are expected to be up 10.6 percent, compared with August and September 2012, which underscores the continued positive trajectory in growth and overall health of the industry,” said Humphrey.

    Total Light-Vehicle Sales

    Total light-vehicle sales in September are expected to rise 4 percent, benefiting from a higher share of fleet sales relative to August. Fleet share returns to 18 percent, up from 11 percent in August. Fleet volume is expected to approach 200,000 units. At the current pace, fleet sales should account for less than 18 percent of the market in 2013. 
    “Fleet sales have been averaging between 20 and 22 percent annually and typically have a much lower margin than retail sales,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Therefore, fleet sales below 18 percent contribute to the overall financial health of the industry.”
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons


    1    Figures cited for September 2013 are forecasted based on the first 10 selling days of the month.
    2The percentage change is adjusted based on the number of selling days in the month (23 days in September 2013 vs. 25 days in September 2012).

    Sales Outlook 

    LMC Automotive is holding its 2013 forecast for total light-vehicle sales at 15.6 million units. However, retail light-vehicle sales are tracking slightly ahead of expectations with the total year now expected to come in at 12.9 million units, a slight increase from the previous forecast of 12.8 million units.
     
    “Even with the timing-driven volatility in August and September, the year-to-date selling rate of 15.5 million units is consistent with expectations of stronger retail-driven growth in 2013,” said Schuster. “Balancing growth with risk, and with all positive variables perfectly aligned, the automotive market right now is as strong as we’ve seen in several years.”
     

    North American Production

    North American production year-to-date through August remains up 4 percent relative to the same period in 2012, with volume up nearly 400,000 units to 10.7 million units. With automakers closely managing the supply-and-demand ratio, inventory levels in early September are holding at a 54-day supply, down slightly from 56 days in August. Overall inventory volume remains below 3.0 million units at 2.9 million. Given that capacity utilization is currently above 90 percent, the lean level of inventory is expected to continue throughout the remainder of 2013, with supply lingering below the 60-day level.

    LMC Automotive’s forecast for 2013 North American production holds at 16.0 million units, a 4 percent increase from 2012. Looking ahead, the 2014 production forecast is currently at 16.5 million units, up 3 percent from 2013. Volume is expected to get a boost from a higher level of demand, but also from the introduction of new vehicles. Key new production sourcing for 2014 include BMW X4; Ford Transit; Honda Fit; Mazda3; and Mercedes-Benz C-Class. In addition, 28 redesign models are expected to hit the market in 2014, up from nine in 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. 

    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 Gas Utility Residential Customer Satisfaction Study

    Lower Bills and Better Communication Help Boost Residential Customer Satisfaction with Gas Utility Companies

    2013-09-18

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    WESTLAKE VILLAGE, Calif: 18 September 2013 — Lower monthly bills and better communication from utility companies are helping lift customer satisfaction with their natural gas provider, according to the JD Power 2013 Gas Utility Residential Customer Satisfaction StudySM released today.
    The study, now in its 12th year, measures residential customer satisfaction with gas utility companies across six factors: billing and payment; price; corporate citizenship; communications; customer service; and field service. 

    Key Findings

    • Overall satisfaction with natural gas utility companies averages 640 in 2013.
    • On average, monthly gas bills are $75, down from $98 in 2009.
    • Satisfaction is significantly higher among customers who are aware of their gas provider’s energy-saving programs than among those who are not aware of these programs.

    Overall satisfaction with natural gas utility companies averages 640 (on a 1,000-point scale) in 2013, up from 634 in 2012 and a 24-point increase from 616 in 2009.

    The increase in overall customer satisfaction is due in part to lower gas prices, with customers paying an average monthly bill of $75, down from $78 in 2012 and $98 in 2009. As a result, residential gas customer satisfaction with price averages 587, a 17-point increase from 2012. 
    The study finds that gas utility companies are communicating more effectively with their customers, specifically regarding their energy-saving programs. One-third (33%) of customers are aware of their utility’s energy-efficiency programs, an increase from 27 percent in 2012. Overall satisfaction among customers who say they are “very familiar” with the conservation programs offered by their utility is 107 points higher than among those who say they are “somewhat familiar” with these programs and 225 points higher than among those who say they are “not at all” aware. 
    “Monthly gas bills are the lowest we’ve seen in years, and the gas utility companies are effectively communicating with their customers regarding conserving energy and saving money,” said Jeff Conklin, senior director of the energy practice at JD Power. “That’s the perfect recipe for higher satisfaction.”

    Corporate Citizenship and Satisfaction

    Gas utility companies that are involved in the local community have more satisfied customers, provided their customers are aware of the efforts. For example, overall satisfaction among the 11 percent of customers who are aware of their gas utility company employees’ volunteer efforts in the local community is 758, compared with 576 among those who are not aware of the volunteer efforts. Moreover, satisfaction among the 21 percent of customers who are aware of their gas provider’s environmental efforts is 152 points higher than among those who are not aware.
    “Communication is better than ever, but there is still room for improvement,” said Conklin. “Making customers aware of what their utility is doing in the local community, from supporting local development to making financial donations, demonstrates how gas providers are giving back and helps increase overall customer satisfaction.”
    The study ranks large and midsize utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segment serve between 165,000 and 399,999 residential customers, while companies in the large utility segment serve 400,000 or more residential customers.

    East Region

    Among large utilities in the East region, UGI ranks highest with a score of 652. Following in the segment rankings are New Jersey Natural Gas (648) and National Fuel Gas (641).
    In the East region midsize utility segment, South Jersey Gas ranks highest (642), followed by Rochester Gas & Electric (641) and Columbia Gas of Pennsylvania (627).

    Midwest Region

    MidAmerican Energy ranks highest among large utilities in the Midwest region for a second consecutive year, with a score of 670. DTE Energy ranks second (660) and Columbia Gas of Ohio ranks third (646).
    Among midsize utilities in the Midwest region, Citizens Energy Group ranks highest for a second consecutive year, with a score of 642.  Alliant Energy ranks second (639), followed by Duke Energy and Metropolitan Utilities District in a tie (637 each). 

    South Region 

    Oklahoma Natural Gas ranks highest in the large utility segment in the South region for a second consecutive year, with a score of 669. CenterPoint Energy-South ranks second (663) and Texas Gas Service ranks third (662). 
    Among midsize utilities in the South region, TECO Peoples Gas ranks highest with a score of 655. Following in the segment rankings are Virginia Natural Gas (654) and CPS Energy (651).

    West Region

    NW Natural ranks highest among large utilities in the West region with a score of 676. Following in the segment rankings are Southern California Gas Company (670) and Questar Gas (652).
    Among midsize utilities in the West region, Cascade Natural Gas and Intermountain Gas Company rank highest in a tie at 655 each. Colorado Springs Utilities ranks third at 653.
    The 2013 Gas Utility Residential Customer Satisfaction Study is based on more than 64,600 responses from residential customers of the 74 largest gas utilities across the continental United States. The study was fielded between September 2012 and July 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:

    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 New Autoshopper Study

    During the Initial Shopping Process, More Than One-Half of Gen Y Internet Shoppers Are Open to Considering Any Vehicle Brand

    2013-09-09

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    WESTLAKE VILLAGE, Calif.: 9 September 2013 — Among new-vehicle buyers who use the Internet in the automotive shopping process, one-half are open to any brand when they initially begin to shop, and more than one-half of Gen Y buyers are open to consider any brand that meets their needs, according to the JD Power 2013 New Autoshopper StudySM released today. 
    The study analyzes how new-vehicle buyers use digital devices (computers, smartphones and tablets) to gather information prior to purchase, as well as which websites and apps are used. Overall, 79 percent of new-vehicle buyers use the Internet to research their new vehicle purchase during the shopping process. 
    Among all Automotive Internet Users (AIUs), 50 percent are open to any brand at the outset of their shopping process, which increases to 54 percent among Gen Y. Nearly one-half (47%) of Gen Y AIUs use smartphones in their shopping process, which is more than any other demographic.
    “It is important for brands and websites to pay special attention to Gen Y buyers, as they are increasing in market share at the greatest rate among all new-vehicle buyers and now comprise more than 20 percent of all retail sales. Automotive manufacturers have a great opportunity to influence these buyers during their shopping process, particularly since so many of them begin the process fairly open minded,” said Arianne Walker, senior director, automotive media & marketing at  JD Power. “Additionally, the digital presence of the brand through mobile advertising and content across mobile-accessible sites and apps may be a great way to reach Gen Y buyers, since we see almost half use a smartphone during the shopping process.”
    Although AIUs continue to use a desktop/laptop computer most often to gather information while shopping, tablet and smartphone usage has dramatically increased year over year (39% and 15%, respectively). For the first time, the percentage of AIUs using tablets has surpassed those using smartphones (25% and 23%, respectively). More than one-third (34%) of AIUs perform research using multiple devices, including desktop/laptops, smartphones, tablets and gaming consoles.
    The study finds that almost all AIUs (98%) visit manufacturer sites during their shopping process, followed by dealer sites (83%); third-party sites (80%); and social media sites (7%). AIUs more frequently indicate that third-party (54%) and manufacturer (52%) websites are very helpful during the new-vehicle shopping process, compared with dealer and social media sites/apps.
    “As automotive Internet users continue to rely heavily on automotive manufacturer and third-party websites, an opportunity is created for sites to differentiate themselves further by providing engaging content and useful shopping tools that target consumers at each stage of the shopping process,” said Walker.
    The study finds that Consumer Reports, Edmunds.com and Kelley Blue Book (kbb.com) are among the most frequently visited third-party websites, with AIUs visiting these sites more often than the other 33 third-party websites measured in the study. Additionally, AIUs indicate that the model pricing information, vehicle ratings and reviews and vehicle comparison information are among the most useful third-party website content when making a purchase decision.  
    JD Power research finds the following Internet shopping behaviors among AIUs: 
    • On average, the entire vehicle-shopping process takes approximately four months for AIUs. 
    • On average, AIUs access 10 automotive websites before purchasing a vehicle (including third-party, dealer and manufacturer sites).
    • 90 percent or more of AIUs use model information and vehicle pricing. However, only 19 percent of AIUs access dealer ratings/reviews prior to purchase.
    The 2013 New Autoshopper Study is based on responses from 17,012 purchasers and lessees of 2011 to 2013 model-year new vehicles who used information gathered digitally during the shopping process.

     

    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 JD Power Certified Technology Service and Support Program: Cisco

    Cisco Recognized for Excellence in Certified Technology Service and Support Program For a Fourth Consecutive Year

    2013-09-03

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    WESTLAKE VILLAGE, Calif.: 3 September 2013 — For a fourth consecutive year, Cisco has achieved certification under the JD Power Certified Technology Service and Support Program.SM This distinction recognizes Cisco for delivering “An Outstanding Customer Service Experience” to customers globally. This is the seventh time Cisco has achieved certification. 


    Jointly developed by JD Power and the Technology Services Industry Association (TSIA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase. 


    “Earning this certification for four consecutive years demonstrates sustained levels of high performance year over year in an environment that is continually evolving. Cisco is to be congratulated on this significant achievement,” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power. “Cisco has made the satisfaction of their customers a priority, which comes through loud and clear in our research.”


    “Cisco Systems has once again demonstrated their industry leadership with this fourth consecutive certification recognition of outstanding results in all aspects of the JD Power and TSIA audits of their Global Technical Support Operations,” said Tom Pridham, senior vice president and general manager of major accounts and the Operational Best Practices Program at TSIA. “Their commitment to customer satisfaction, continual quality improvement, partner success and innovation, sets a high bar for the Global marketplace.”


    To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies nationwide that offer technology support. This is based on JD Power’s extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Certification is valid for one year. 


    JD Power evaluated Cisco on its assisted service over the phone, email-based support, non-assisted website-based support, and depot support. For the certification, JD Power conducted a survey of Cisco’s global customer base to establish an overall customer satisfaction index score, as well as on-site audits at Cisco facilities.


    “Innovation, improvement, customer and partner success are core values at Cisco,” said Joe Pinto, senior vice president, Cisco Services. “We continually gather customer feedback to find new ways to use innovative technologies and exceptional service to exceed our customers’ expectations and solve their toughest business issues. This prestigious recognition reflects the critical value of intelligent networks to our customers and partners and the role exceptional technical services and support plays in their success.”


    JD Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.

     



    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 TSIA


    The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or like us on Facebook. 


    Media Relations Contacts:


    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Suzanne Hite; TSIA, San Diego, Calif.; 410-774-5322; [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. Small Business Commercial Insurance Study

    Small Businesses Place High Importance on Commercial Insurance Agents and Brokers Understanding Their Business and Helping Them Manage Risk

    2013-09-03

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    WESTLAKE VILLAGE, Calif.: 3 September 2013 — Small businesses most value having an agent or broker who completely understands their individual business and provides guidance in assessing and managing their risk. The highest-ranked insurers deliver on both of these metrics for 60 percent of their customers, compared with the lowest-ranked insurers at 33 percent, according to the JD Power 2013 U.S. Small Business Commercial Insurance StudySM released today.
    The inaugural study examines overall customer satisfaction, insurance shopping and purchase behavior among small business commercial insurance customers with 50 or fewer employees. Overall satisfaction is comprised of five factors (in order of importance): interaction; policy offerings; price; billing and payment; and claims.

    Key Findings

    • Overall customer satisfaction among small business customers is 777.
    • Satisfaction is significantly higher when an agent or broker understands their customer’s business and provides guidance regarding risk (835) than when neither of these metrics is met (645).
    • Policy offerings–not price–is the primary reason small business customers select an insurer; level of service is the primary reason they stay with their insurer more than two years.
    Overall customer satisfaction among small business customers is 777 (on a 1,000-point scale). Among the five factors impacting satisfaction, interaction has the highest importance weight at 29 percent, followed by policy offerings at 26 percent. Interaction satisfaction is highest when customers interact with an agent or broker in person (854). In contrast, satisfaction is significantly lower when customers interact via email (819).
    Customer satisfaction is highest among small businesses with 11-50 employees, compared to businesses with four or fewer employees (790 vs. 769, respectively). Higher scores among larger businesses are influenced by agents and brokers spending more time with these key accounts. Agents and brokers are not only interacting with these larger businesses more frequently, but the interactions are also three times more likely to be made in person outside of the agent’s office, compared to businesses with four or fewer employees (24% vs. 8%, respectively). Consultation via face-to-face interactions allows insurance agents to understand the customer’s needs, provide helpful information regarding risk and tailor insurance products to meet their needs.
    “Providing face-to-face consultation, from policy review to helping customers understand price adjustments initiated by the insurer, is crucial for customer retention and satisfaction,” said Jeremy Bowler, senior director of the insurance practice at JD Power. “Those small business customers who have regular face-to-face contact with their insurance agents are more likely to understand their coverage, its value and the reason for a price adjustment should one occur. These customers are more likely to be satisfied and loyal to the insurance brand than those who don’t have regular in-person interactions.” 

    Bowler also noted that satisfaction is higher when insurers inform small business customers about price changes in person (823) than when they inform customers by phone (805) or email (783). 

    Policy offerings is an increasingly important driver of customer retention, especially for small businesses with 11-50 employees. The higher the employee count, the more important the product selection becomes. Nearly two-thirds (62%) of small businesses with 11-50 employees indicate policy offerings are a leading reason for retaining business with their insurer, compared with 50 percent of businesses with fewer than five employees. 

    Confidence that they’re properly insured is of critical importance to small business owners, who need to understand the variety of insurance coverage options and know that the policy meets their needs. Among businesses customers who purchased their policy within the past two years, policy offerings, not price, is the most frequently cited reason for selecting their insurer. 

    “Small business customers who are highly satisfied with their insurer are more likely to work with just one insurance provider for all their insurance needs, as well as purchase more products, on average, from their carrier,” said Bowler. “For example, highly satisfied customers average 5.4 products with their insurer, compared with 4.3 products for the least-satisfied customers.”

    Small Business Commercial Insurance Customer Satisfaction Rankings

    Erie Insurance ranks highest among small business commercial insurers, with a score of 808. Erie Insurance performs particularly well in the interaction and policy offerings factors. American Family and Nationwide tie for second overall at 794 each. American Family performs particularly well in price, while Nationwide performs well in billing and payment.

    The 2013 U.S. Small Business Commercial Insurance Study is based on 3,742 responses from insurance decision-makers in businesses with 50 or fewer employees that purchase general liability and/or property insurance. The study was fielded from April 2013 through July 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:

    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 U.S. Tablet Satisfaction Study—Volume 2

    Purchase Experience Greatly Impacts Overall Tablet Customer Satisfaction

    2013-10-31

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    WESTLAKE VILLAGE, Calif.: 31 October 2013 — Whether a tablet is purchased online or from a retail store, price, device information, brand and model selection greatly influence overall customer satisfaction, according to the JD Power 2013 U.S. Tablet Satisfaction StudySM—Volume 2 released today.

    KEY FINDINGS

    • More than one-half (59%) of tablet owners purchase their device in a store, while 41 percent purchase online. Tablet owners who purchase their device online rate their purchase experience 8.5 (on a 10-point scale), compared with 8.3 among those who purchase at a store, and also provide a slightly higher satisfaction rating for the price of the tablet (7.8 vs. 7.5, respectively).
    • Overall customer satisfaction with tablet devices is 821 (on a 1,000-point scale). Customer satisfaction among tablet owners who rate their purchase experience high (9 or 10) is 114 points higher (879) than those who rate their purchase experience lower (8 or below).
    • Prior to purchasing their tablet, 50 percent of consumers rely on recommendations from friends, family members or colleagues, while 49 percent gather information from the manufacturer’s website. These sources are followed by brand reputation (42%) and past experience with the brand (32%).
    • Samsung ranks highest with a score of 835 and is the only manufacturer to improve across all five factors since the previous reporting period in April 2013. Samsung showed particularly strong improvement in the cost factor (25-point increase). Apple ranks second scoring 833 and performs particularly well in performance and ease of operation.
    “Whether consumers prefer the online channel for competitive pricing compared with the tactile retail store experience, effectively matching owner needs with the appropriate tablet model during the purchase process goes a long way in positively influencing overall satisfaction,” said Kirk Parsons, senior director of telecommunications services at JD Power.
    The 2013 U.S. Tablet Satisfaction Study—Volume 2 is based on experiences evaluated by 3,375 tablet owners who have owned their current device for less than one year. The study was fielded between March and August 2013. The study measures satisfaction across five key factors (in order of importance): performance (26%); ease of operation (22%); styling and design (19%); features (17%); and cost (16%).

    Media Relations Contacts

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

    About JD Power and Advertising/Promotional Rules
    www.jdpower.com/corporate  
    About McGraw Hill Financial www.mhfi.com. 

     

  • 2013 U.S. Small Business Banking Satisfaction Study

    Overall Satisfaction among Small Business Banking Customers Drops Despite a Rise in Fees Satisfaction

    2013-10-30

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    WESTLAKE VILLAGE, Calif.: 30 October 2013 — Overall satisfaction among small business banking customers declines due to dissatisfaction with problem resolution and with the most frequently used transaction methods, branch and online; yet, satisfaction with fees increases, according to the JD Power 2013 U.S. Small Business Banking Satisfaction Study.SM

    KEY FINDINGS

    • Overall satisfaction among small business banking customers has decreased in 2013 by 9 points (on a 1,000-point scale).
    • Banks made fewer changes to their small business customers’ fee structures in 2013, which contributes to the increase in satisfaction with fees.
    • Mobile banking satisfaction increases 27 points, although usage among small business customers remains low at only 11 percent.
    • Fifty-five percent of customers perceive their bank as technologically innovative, down from 67 percent in 2012.
    • Forty percent of small business banking customers with an assigned account manager indicate at least one change in account manager during the past year, negatively impacting overall satisfaction.
    “Small business customers continue to rely on the branch for many of their routine transactions, even though retail consumers are quickly migrating to self-service channels, including online and mobile. Banks are falling short of small business customers’ expectations in both the branch and offering innovative services to make it easier to manage their finances,” said Jim Miller, senior director of banking at JD Power. “Financial institutions should focus on tailoring products and services specifically to their small business customers rather than expecting them to make due with those that are designed for retail customers or larger commercial relationships.”

    Small Business Banking Satisfaction Regional Rankings

    Chase ranks highest in small business banking satisfaction in the Midwest, West and South regions and performs particularly well in product offerings; facility; credit services; fees; and channel activities. TD Bank ranks highest in small business banking satisfaction in the Northeast region and performs particularly well in product offerings; facility; account information; and channel activities.
    The 2013 U.S. Small Business Banking Satisfaction Study, now in its eighth year, includes responses from nearly 9,100 small business owners or financial decision-makers who use business banking services. The study measures small business customer satisfaction with the overall banking experience by examining eight factors: product offerings; account manager; facility; account information; problem resolution; credit services; fees; and channel activities. The study was fielded from July 2013 through August 2013.

    Media Relations Contacts:

    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Jeff Perlman; Woodland Hills, Calif.; (818) 598-1115; [email protected]

    About JD Power and Advertising/Promotional Rules
    http://www.jdpower.com/about/index.htm  
    About McGraw Hill Financial www.mhfi.com. 



     

  • 2013 U.S. Auto Claims Satisfaction Study

    Improvements in First Notice of Loss and Claims Settlement Drives Higher Customer Satisfaction

    2013-10-30

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    WESTLAKE VILLAGE, Calif.: 30 October 2013 — Customer satisfaction with auto insurance claims handling is improving, due in large part to insurers’ improvements in managing the first notice of loss (FNOL) process and providing faster payments to claimants, according to the JD Power 2013 U.S. Auto Claims Satisfaction StudySM released today.

    KEY FINDINGS 

    • Overall satisfaction with settlement improves by three points on a 1,000-point scale in 2013, compared with 2012, while satisfaction with first notice of loss improves by four points.
    • FNOL satisfaction improves due to improvements in explaining both the policy coverage and the claims process to claimants. Satisfaction with the claim settlement improves because insurers are paying claims faster–51 percent of claimants received their payment within eight days of FNOL in 2013, compared with 45 percent in 2012.
    • Auto Club of Southern California Insurance Group ranks highest in auto claims satisfaction with an index score of 889, a 15-point improvement from 2012 and a 65-point improvement from 2011.
    • Overall satisfaction improves for 13 of the 25 insurance companies included in the study.
    • Claimant experience impacts loyalty and advocacy. Among claimants who are “delighted” (satisfaction scores of 900 or higher), 80 percent say they “definitely will” renew with their current insurer and 79 percent “definitely will” recommend their insurer to others. Among claimants who are “pleased” (scores of 750-899), only 53 percent “definitely will” renew and 45 percent “definitely will” recommend.    
    • Overall customer satisfaction with auto claims averages 855 in 2013, up three points from 2012.
    “While personal auto insurance is a relatively low-touch category, claims handling is an area where insurers can make a big impact on customer satisfaction in a relatively short period of time,” said Jeremy Bowler, senior director of the global insurance practice at JD Power. “Satisfaction for Auto Club of Southern California Insurance Group and others that have developed a customer-centric focus on the claims process has significantly improved during the past couple of years.”
    The 2013 U.S. Auto Claims Satisfaction Study is based on responses from more than 11,500 auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed roadside assistance claims. Survey data was collected between December 2012 and September 2013.

    Media Relations Contacts:

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

    About JD Power and Advertising/Promotional Rules
    http://www.jdpower.com/about/index.htm  
    About McGraw Hill Financial www.mhfi.com. 

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