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Category: United States

  • JD Power Certified Call Center Program—Salt River Project (SRP)

    Salt River Project Call Centers Recognized for Providing An Outstanding Customer Service Experience

    2013-10-28

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    WESTLAKE VILLAGE, Calif.: 28 October — Salt River Project (SRP) has been recognized for an eighth consecutive year for call center operation customer satisfaction excellence under the JD Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Salt River Project’s service call center operations to provide “An Outstanding Customer Service Experience.”


    To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Salt River Project customers who recently contacted its call centers in Mesa, Tempe and Queen Creek, Arizona.


    “In achieving certification for eight years running, SRP epitomizes an organization committed to providing outstanding service to customers contacting its call center,” said Mark Miller, senior director at JD Power.


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


    “We are extremely proud to receive this certification for the eighth consecutive year,” said Renee Castillo, SRP senior director customer services. “It underscores our ongoing commitment to provide exceptional customer service to every customer on every call.”


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


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

    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 JD Power


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


    About McGraw Hill Financial


    McGraw Hill Financial (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]
    Patty Garcia; Salt River Project; Phoenix, AZ; (602) 236-2500; [email protected]

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

    Follow us on Twitter: @JDPower


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  • JD Power Certified Call Center Program—Guardian Retirement Solutions

    Guardian Retirement Solutions Call Center Recognized for Providing an Outstanding Customer Service Experience

    2013-10-28

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    WESTLAKE VILLAGE, Calif.: 28 October 2013 — Guardian Retirement Solutions, a unit of The Guardian Insurance & Annuity Company, Inc., has been recognized for call center operation customer satisfaction excellence for a third consecutive year under the JD Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Guardian Retirement’s service call center operations to provide “An Outstanding Customer Service Experience.”


    To become certified, the call center successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Guardian Retirement’s customers who recently contacted its call center in Bethlehem, PA.


    “In achieving certification for the third consecutive year, Guardian Retirement Solutions has demonstrated its commitment to delivering outstanding service to its financial benefit plan customers contacting its call center,” said Mark Miller, senior director at JD Power. “Among their many strengths are their customer service representatives, who perform particularly well in resolving problems, questions or requests in a timely manner, being courteous and demonstrating knowledge.”


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


    “Superior customer service is key to success in the retirement marketplace. Achieving the JD Power Call Center Certification for the third consecutive year underscores Guardian’s commitment to being the go-to 401(k) provider in the micro-small plan market, as well as the carrier of choice for our annuity business, presenting our clients with exceptional service that consistently exceeds their expectations,” said Kim Flemm, vice president and head of operations, Guardian Retirement Solutions.


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



    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (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]
    Jeanette Volpi; Guardian Life Insurance Company of America; (212) 919-2188
    [email protected] 

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

    Follow us on Twitter: @JDPower


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  • October 2013 Monthly Automotive Sales Forecast

    New-Vehicle Buyers Timid During Government Shutdown; However, Retail Light Vehicle Sales Expected to Improve as October Closes

    2013-10-24

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    WESTLAKE VILLAGE, Calif.: 24 October 2013 — While the government shutdown constrained new-vehicle retail sales during the first half of October, the overall pace for the month remains slightly ahead of the running average for the year, according to a monthly sales forecast developed jointly by JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    New-vehicle retail sales in October are projected to come in at 1,016,500 units, an 8 percent increase from October 2012. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles. The seasonally adjusted annualized rate (SAAR) in October is expected to be 12.8 million units, compared with the year-to-date run rate of 12.7 million units.

    U.S. Retail SAAR–October 2012 to October 2013
    (in millions of units)


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

    Retail sales during the first two weeks of October were up only 1.6 percent (selling-day adjusted), compared with October 2012, but retail sales during the third week were up 7.7 percent, compared with the same period a year ago.  
    Sales in the Atlantic Coastal region, which had the highest concentration of government employees impacted by the shutdown, suffered the most, down 6.5 percent through the first two weeks of October. Sales in the region bounced back when the shutdown ended, surpassing sales during the same period in 2012 by 2.5 percent. 
    “The government shutdown clearly had an impact on retail sales through government employees directly affected by the shutdown, vehicle shoppers involved in businesses impacted by the shutdown and its impact on consumer confidence,” said John Humphrey, senior vice president of the global automotive practice at JD Power. “However, sales in the third week of the month strengthened relative to the first two weeks, which is evidence of vehicle buyers delaying their purchase until the shutdown was resolved.”

    Total Light-Vehicle Sales

    Total light-vehicle sales in October also are expected to increase 8 percent from October 2012. Fleet sales are expected to return to a 200,000 unit level, after 220,000 sales in September, with share of industry dropping to 17 percent from 19 percent in September. Fleet share for the full year is expected to come in below the 18 percent level.
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons



    1 Figures cited for October 2013 are forecasted based on the first 17 selling days of the month.

    2The percentage change is adjusted based on the number of selling days in the month (27 days in October 2013 vs. 26 days in October 2012).

    Sales Outlook

    The sales outlook for 2013 remains unchanged at 15.6 million units. However, with two months of a slight pullback, retail sales are projected to come in at 12.8 million, a slight decline from the previous forecast of 12.9.

    “The industry didn’t escape the turmoil in Washington, but the disruption was not enough to stop the auto recovery,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Light-vehicle sales volume north of 16 million units in 2014 is well within reach; however, there is a higher level of risk that consumer confidence could be distracted again in the first quarter if, as expected, the debt ceiling gridlock returns.”

    North American Production

    Year-to-date production in North America through September is up more than 4 percent from the same period in 2012. Production in September 2013 was at 1.4 million units, a 13 percent increase from September 2012.

    The lower sales pace in September, combined with higher production, has caused a slight increase in inventory levels. October started with a 63-day supply, up from 56 days at the beginning of September.
     

    A 63-day supply represents a healthy level that is right in the middle of the 60- to 65-day supply normal range. Schuster notes that given the current selling rate for October, days supply is expected to climb further toward the mid-60-day range, but should not have a negative impact on production levels, as a small inventory buffer may help meet demand as the year closes out.

              

    LMC Automotive has nudged up the volume outlook for 2013 North American production to 16.1 million units from 16.0 million. The overall growth rate is expected to slow slightly in 2014, with volume forecast up 3 percent to 16.5 million units. Leading the way, in terms of growth next year, are BMW, Daimler and Renault-Nissan, all with newly sourced vehicles in North America. BMW, with the X4, and Nissan, with the Murano and a full year of the Rogue, are expected to post double-digit production growth, while Daimler, with the addition of the C-Class, is expected to be up 21 percent from 2013.

     

    About JD Power

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

     

    About McGraw Hill Financial 

    McGraw Hill Financial (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]

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

     
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  • 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 2

    Switching Traditional Mobile Phone Devices Is Greatly Impacted by Level of Usage Activity, as Ease of Operation Factor Is Key in Satisfaction

    2013-10-24

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    WESTLAKE VILLAGE, Calif.: 24 October 2013 — High usage activity among traditional mobile phone customers, particularly among those who are more likely to text, increases the likelihood to switch devices, according to the JD Power 2013 U.S. Wireless Traditional Mobile Phone Satisfaction StudySM—Volume 2 released today.

    KEY FINDINGS

    • Among customers who text at least 30 times within a two-day period, 49 percent say they “definitely will” or “probably will” switch to a different traditional mobile phone or to a smartphone in the next 12 months. In comparison, only 32 percent of customers who text less than 10 times in a two-day period say the same.
    • Overall satisfaction with traditional mobile phone devices is lower among customers who text 30 or more times in a two-day period than among those who text fewer than 10 times (725 vs. 740, respectively, on a 1,000-point scale).
    • Ease of operation is a key factor impacting traditional mobile device satisfaction, as pressing/activity keys, navigation and ease of texting/messaging are critical operational activities among customers who frequently use their device.
    • The primary reason for purchasing a traditional mobile phone device is cost/price (57%), followed by feature set (15%) and style/design (14%).
    • Overall customer satisfaction with traditional mobile phone devices is 735.
    “It’s very interesting to see the correlation between switching intent and how frequently customers use their traditional mobile phone device,” said Kirk Parsons, senior director of telecommunications services at JD Power. “It’s very critical for OEM brands to provide devices that are easy to use, especially when texting, given the typically small physical size of traditional mobile phones, compared with much larger smartphone devices where touch screens dominate the communication experience.”

    The 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 2 is based on experiences evaluated by 1,929 traditional device customers who have owned their current phone less than one year. The study was fielded between February and August 2013. The study measures customer satisfaction in four factors: performance (29%); ease of operation (26%); physical design (24%); and features (21%).

    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. 

     

  • 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 2

    Both Apple and Samsung Lead in Overall Satisfaction Performance among the U.S. Wireless Tier 1 Carriers, Excelling in All Smartphone Experience Factors

    2013-10-17

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    WESTLAKE VILLAGE, Calif.: 17 October 2013 — Apple and Samsung are the only smartphone brands to achieve overall satisfaction scores that are at or above the study average in all four performance factors, according to the JD Power 2013 U.S. Wireless Smartphone Satisfaction StudySM—Volume 2 released today.



    KEY FINDINGS



    • Overall satisfaction with smartphone devices is highest among AT&T customers (843), followed by Sprint (835); T-Mobile (825); and Verizon Wireless (825) customers1.

    • Among Apple smartphone owners, satisfaction with their overall experience is highest among Verizon Wireless customers (861). Among Samsung smartphone owners, satisfaction is highest among Sprint customers (853).

    • Smartphone models that perform particularly well across all four U.S. wireless Tier 1 carriers[1] include (by OEM in alphabetical order): Apple iPhone 5; Blackberry Z10; Nokia Lumia 920 and Samsung Galaxy Note II.

    • The primary reasons for purchasing a smartphone device differ by carrier. Sprint customers are more likely to purchase their smartphone device because of phone features, while T-Mobile customers are more likely to select their smartphone due to price.

    • Overall customer satisfaction among smartphone owners is 833 on a 1,000-point scale.


    “It’s very interesting to see that satisfaction performance differs by smartphone brand across Tier 1 carriers,” said Kirk Parsons, senior director of telecommunications services at JD Power. “This indicates that carrier services and how these carriers position specific features and services on their devices influence the experience customers have with their smartphone device.”


    The 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 2 is based on experiences evaluated by 16,421 smartphone customers who have owned their current smartphone device less than one year and who are customers of the four Tier 1 carriers. The study was fielded between February and August 2013. The study measures customer satisfaction in four factors: performance (33%); physical design (23%); features (22%); and ease of operation (22%).


    1 Ranking calculations have changed from previous studies and is now based on Tier 1 carrier customer base instead of by overall OEM smartphone brand.


    [1] A Tier 1 carrier includes the four national wireless providers in the U.S. including AT&T, Sprint, T-Mobile and Verizon Wireless.


    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. 


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  • 2013 Automotive Mobile Site Study

    Consumers Expect More Content Available on Mobile; Automakers and Third-Party Auto Websites Are Taking on the Challenge

    2013-10-10

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    WESTLAKE VILLAGE, Calif.: 10 October 2013 — Today’s consumers are more mobile and expect all website content to be available on their mobile devices. Automakers and third-party websites are trying to meet that demand by offering rich content on mobile devices similar to that on desktop sites, according to the JD Power 2013 Automotive Mobile Site Study.SM

    The study finds that some automakers are adopting responsive design technology that provides the same content across all devices, including desktop, tablet and mobile. Those automotive websites that are executing responsive design technology are setting themselves apart as embracing advanced website technology, but they need to ensure all content is displayed appropriately for each specific device.

    KEY FINDINGS

    • A large majority (89%) of shoppers expect all website content to be available on all their devices.

    • Two of the 33 OEMs included in the study have fully implemented responsive design on their websites, with several more OEMs experimenting on vehicle model pages.

    • OEM sites that have implemented responsive design have experienced a significant drop in either speed or appearance scores year-over-year.

    • High-performing OEM and third-party automotive mobile sites are effective at providing rich content and offering intuitive navigation, which helps shoppers get to key vehicle information.

    “As automotive websites adopt responsive design technology, there are some usability drawbacks for shoppers, specifically in how all that rich content is displayed on a mobile device,” said Arianne Walker, senior director, automotive media & marketing at JD Power. “Of the two sites that made the full transition to responsive design, one provided shoppers too much scrolling content and the other’s structure and appearance made the site seem light on content. Showcasing the vehicle’s key features, while providing consistent navigation into the content, may drastically improve the overall mobile shopping experience.”

    Automotive Mobile Site Rankings

    Among OEM websites, Infiniti ranks highest with a score of 800 (on a 1,000-point scale). Following Infiniti in the rankings are Acura (792), Kia (774) and Porsche (772). Among third-party sites, Cars.com ranks highest (743), followed by Kelley Blue Book (703) and Edmunds.com (698). 

    “Third-party websites have a unique challenge at providing that same rich content regardless of the brand, vehicle segment or cross-shopping needs to really help shoppers get to the key information no matter what they are shopping for,” said Walker.  

    The 2013 Automotive Mobile Site Study examines the features and content of automotive manufacturer and third-party mobile websites and their usefulness in the vehicle-shopping process. The study includes 9,465 evaluations of automotive mobile websites from vehicle shoppers who intend to purchase or lease a vehicle within the next two years. The study was fielded in 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/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (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 Mexico Vehicle Ownership Satisfaction Study

    Reliability/Durability and Purchase Price Are the Top Priorities among New-Vehicle Shoppers in Mexico, While Total Cost of Vehicle Ownership Remains a Challenge

    2013-10-10

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    MEXICO CITY: 10 October 2013 — For new-vehicle shoppers in Mexico, reliability/durability and purchase price are the top priorities, while high auto insurance costs and ongoing increases in fuel prices in relation to their overall income remain major concerns, according to the JD Power 2013 Mexico Vehicle Ownership Satisfaction StudySM (VOSS).

    KEY FINDINGS

    • New-vehicle owners in Mexico most frequently cite reliability/durability and purchase price as the reasons they chose their vehicle, followed by fuel efficiency. Peace of mind is also critical for new-vehicle owners–60 percent of owners say their vehicle is covered under the original manufacturer’s warranty, while 16 percent say their vehicle is covered under an extended warranty and 9 percent say their vehicle is covered under a pre-paid service agreement.
    • Vehicle price is important as, on average, the purchase price of a new vehicle may be the equivalent of one to two years of disposable household income. Additionally, the average annual price of insurance is MXN $12,854 (US $977) per year, which may be equal to a month’s salary for many consumers. Rising fuel prices has placed an additional strain on the cost of vehicle ownership.
    • Some 62 percent of owners took their vehicle to an authorized dealership for service at least once during the past 12 months for oil changes, routine maintenance or repairs. The vehicle’s existing warranty coverage is the most important reason for selecting a dealership service facility, followed by the dealer’s reputation; lower price on the service; convenient location; and good customer service. Nearly 34 percent of owners took their vehicle to a non-dealer service facility at least once during the past year for oil changes, routine maintenance or repairs. The most important reason for selecting a non-dealer facility is lower price, followed by customers wanting to use their usual mechanic; good customer service; type of service needed; and reputation.

     “Although the vehicle market in Mexico is growing, each year less than 1 percent of Mexico’s nearly 120 million population buy a new vehicle,” said Gerardo Gomez, director and country manager at JD Power de México. “As a result, automakers and dealers in Mexico need to be aware of what consumers are looking for in their vehicle and of the constraints they are facing in financing, insuring and maintaining their vehicle.”

    Rankings:

    Nissan receives three model awards for owner satisfaction in three of the 11 award segments, more than any other manufacturer this year. In addition, Honda, Ford and BMW each receive two model awards in their respective segments, while Ram, Mercedes-Benz and Renault each receive one award.

    The study evaluates vehicle ownership satisfaction with 2011 and 2012 model-year vehicles. Overall satisfaction is determined by measuring owner experiences in four measures: vehicle quality and reliability; vehicle appeal; dealership service; and ownership costs.

    The 2013 Mexico Vehicle Ownership Satisfaction Study is based on responses from 5,497 vehicle owners who made their purchases between 2010 and 2012. Respondents were interviewed in Mexico’s largest auto markets—Mexico City, Guadalajara, Léon, Monterrey, Querétaro, Puebla, Veracruz and Merida—and were asked to evaluate their experiences during the first eight to 34 months of ownership.
    Media Relations Contacts:
    Grisel Trejo; Cohn & Wolfe México; (52) 55-53 51 47 63; [email protected]
    Syvetril Perryman; JD Power; Westlake Village, Calif.; 805-418-8103; [email protected]

    About JD Power and Advertising/Promotional Ruleshttp://www.jdpower.com/about/index.htm

    About McGraw Hill Financial www.mhfi.com

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  • 2013 Credit Card Website Evaluation Study

    Credit Card Websites Can Reduce Traffic to Other Costly Customer Service Channels and May Be Considered the De Facto Customer Relationship Manager

    2013-10-02

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    WESTLAKE VILLAGE, Calif.: 2 October 2013— The credit card desktop website has become the primary channel for customers to conduct their credit card activities. Not only is this a cost-effective communication channel, but it also may be considered the de facto customer relationship manager, according to the JD Power 2013 Credit Card Website Evaluation StudySM released today.

    KEY FINDINGS

    • Three-fourths (75%) of all credit card customers use the desktop website, which 85 percent indicate is their primary method to conduct credit card activities.
       
    • An easier website experience increases the likelihood of credit card customers utilizing the website for account tasks in the future, which costs credit card companies less than customer service phone calls.
       
    • The top five customer recommendations for improving their online experience are reducing clutter of account information; including access to rewards information on account overview/summary page; improving the visibility of the login area; including a detailed explanation of reward redemption terminology; and including contact numbers on the home page.
       
    • Credit card companies with high-performing websites include (in alphabetical order) American Express, Capital One, Discover and Wells Fargo.

    “The default point of contact for credit card customer service inquiries has shifted from live representatives to the website,” said Jim Miller, senior director of banking services at JD Power. “Credit card companies that think of improvements to their websites as investments are more likely to provide a user friendly customer experience and retain customers.”

    The 2013 Credit Card Website Evaluation Study, now in its second year, is based on 1,356 customer responses evaluating 10 tasks that comprise the overall credit card servicing website experience: log in to account; review account information; schedule a one-time payment; check rewards; redeem rewards; locate contact information; update profile; set up alerts; dispute a charge; and request a replacement card. The study was fielded between July 30, 2013, and August 16, 2013.

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (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
     

     

     

  • 2013 Multi-Functional Inkjet Printer Satisfaction Report

    Canon Ranks Highest in Customer Satisfaction among Multi-Functional Inkjet Printer Manufacturers

    2013-10-02

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    WESTLAKE VILLAGE, Calif.: 2 October 2013 — Canon ranks highest in customer satisfaction with multi-functional inkjet printers, performing particularly well in reliability, according to the JD Power 2013 Multi-Functional Inkjet Printer Satisfaction ReportSM released today.

    KEY FINDINGS

    • Loyalty, as measured by the percentage of customers who say they “definitely will” purchase another multi-functional inkjet printer from the brand they currently own in the future, is highest (45%) when customers do not experience any problems. Loyalty drops significantly to 14 percent when there are three or more reported problems.
    • Among customers who rate overall satisfaction 10 (outstanding) on a 10-point scale, 69 percent say they “definitely will” purchase another multi-functional inkjet printer from the brand they currently own in the future, compared with the report average of 43 percent.
    • Nearly three-fourths (72%) of customers purchase multi-functional inkjet printers in a store, followed by 26 percent who purchase online.
    • Overall satisfaction among multi-functional inkjet printer customers is 799 on a 1,000-point scale.
    • Price is the primary reason for choosing a multi-functional inkjet printer brand (67%).
    • The average price paid for a multi-functional inkjet printer is $152.
    “More than 20 percent of multi-functional inkjet printer customers experience at least one problem with their printer,” said Dan Lawlor, director of global research operations at JD Power. “There is still room for improvement—further reduce the number of problems and customers will be more likely to recommend their multi-functional inkjet brand to a family member or friend.”
    Rankings: Canon (805) ranks highest, followed by Brother (801) and Hewlett Packard (HP) (799).
    The 2013 Multi-Functional Inkjet Printer Satisfaction Report is based on responses from 2,318 verified owners of multi-functional inkjet printers. The study was fielded from August 20, 2013, through August 26, 2013. The report measures multi-functional inkjet printer satisfaction based on six key factors (in order of importance): performance; reliability; ease of operation; variety of features; price paid; 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/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

     

    About McGraw Hill Financial

    McGraw Hill Financial (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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  • December 2013 Monthly Automotive Sales Forecast

    After Slow Start, New-Vehicle Sales in December Poised for a Strong Close

    2013-12-19

    jdp-root

    WESTLAKE VILLAGE, Calif.: 19 December 2013 — While new-vehicle sales started slow in December, they are expected to finish strong at the end of the month, according to a monthly sales forecast developed jointly by JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    U.S. consumers are expected to spend more than $34 billion on new vehicles in December, a historic high for the month. The record-breaking level of spending reflects record transaction prices combined with strong retail sales, the most accurate measure of true underlying consumer demand for new vehicles. 
    New-vehicle retail sales in December are expected to reach 1,134,600, a 4 percent increase from December 2012 (adjusted for one less selling day in December 2013). The December seasonally adjusted annualized rate (SAAR) for retail sales is projected at 12.7 million, a decline from 13.4 million in November but more than 660,000 stronger (5.5%) than in December 2012. Additionally, average new-vehicle retail transaction prices in December are expected to reach $30,500, up $500 (2%) from a year ago.

    U.S. Retail SAAR–December 2012 to December 2013
    (in millions of units)


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

    “Strong consumer demand in December is the culmination of another strong year for the automotive industry,” said John Humphrey, senior vice president of the global automotive practice at JD Power. “Retail sales in 2013 are expected to reach 12.8 million, with consumer spending reaching a record $375 billion, a $40 billion increase from 2012.”

    Total Light-Vehicle Sales

    Total light-vehicle sales in December are expected to reach 1.4 million, a 4 percent increase from December 2012, on a slight year-over-year increase in fleet volume. Fleet share of total light-vehicle sales in December remains below 17 percent. Fleets account for 17.6 percent of total sales in 2013. 
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons

    1Figures cited for December 2013 are forecasted based on the first 11 selling days of the month.

    2The percentage change is adjusted based on the number of selling days in the month (25 days in December 2013 vs. 26 days in December 2012).

    Sales Outlook

    Total light-vehicle sales in 2013 are set to finish at 15.6 million units, while the LMC Automotive forecast for retail light-vehicle sales remain at 12.8 million units. LMC Automotive has increased its total and retail light-vehicle sales forecasts for 2014 each by 100,000 to 16.2 million and 13.3 million units, respectively.

    “The budget deal in Washington is helping fuel a higher level of optimism for the economy and auto sales in 2014,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “December sales faced some challenge early in the month, with some sales that pulled ahead in November and winter storms, they have rebounded well, and the year ahead is set up to edge new-vehicle sales closer to pre-recession levels.”

    North American Production

    Vehicle production in North America year-to-date through November has increased 5 percent from the same time frame in 2013, with nearly 700,000 units of additional volume. Even as inventory has increased, production volume in November remained strong at 1.4 million units, a 4 percent increase from November 2012.

    The Detroit Three continued to build inventory at a rapid pace, and their combined days’ supply climbed from 87 days at the beginning of November to 93 days by the end of the month. Schuster explained that, while it is normal for manufacturers to build up inventory to meet year-end demand, the level is slightly ahead of expectations, and doing so this late in the year has the potential to affect production in the first quarter of 2014. In contrast, European and Asian manufacturers all maintained or reduced their inventory levels in November.

    Given the unexpected Detroit Three production push in November, LMC Automotive has increased its volume outlook for 2013 North American production to 16.2 million units. First quarter 2014 production is expected to grow 4.2 million units, a 4 percent increase, compared with the same period in 2013. Full-year production in 2014 is forecast at 16.6 million units, which is a 3 percent increase from 2013.

    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]

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

     
     
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