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Category: United States

  • 2020 U.S. Medicare Advantage Study

    Medicare Advantage Plans Struggle to Communicate Effectively with Members, JD Power Finds

    2020-06-18

    jillian.breska

    TROY, Mich.: 18 June 2020 — Despite having a highly motivated customer base that is interested in searching for information about healthcare options, Medicare Advantage plans continue to miss the mark when it comes to effective communication with their members. According to the JD Power 2020 U.S. Medicare Advantage Study,SM released today, information and communication is a weakness for member satisfaction, which is driving a general lack of engagement among consumers and increases the likelihood of health plan members switching plans.

    “Medicare Advantage plans are unique in the health insurance industry because they are highly consumer-driven,” said James Beem, managing director of global healthcare intelligence at JD Power. “Members can shop and switch plans much more freely than with other types of health insurance coverage, and they tend to take a proactive role in seeking information about the best options for their unique healthcare needs. Against this backdrop, Medicare Advantage plans have a huge opportunity to increase member satisfaction, trust and loyalty by providing them with more frequent and helpful information. Yet, few plans manage to get the communication formula right—a fact that has been amplified by COVID-19.”

    Following are some of the key findings of the 2020 study:

    • Effective communication drives satisfaction and trust: Clear, helpful, proactive communication provided by Medicare Advantage plans to members is a key driver of overall customer satisfaction and consumer perception of trust. Overall member satisfaction increases 209 points (on a 1,000-point scale) when plans meet three key performance indicators related to information and communication: making sure members fully understand their out-of-pocket costs; providing health education; and delivering useful reminders for preventive services.
    • Missing the mark on communication: Despite the significant positive effect on member satisfaction, just 15% of Medicare Advantage plans deliver all three information and communication performance indicators. This gap has been amplified during the COVID-19 pandemic as consumers are 3.3 times more likely to receive a helpful communication from their bank than from their health plan, based on additional data from current JD Power financial industry studies.
    • Digital plays key role in plan selection: Despite Medicare Advantage plan members being older, on average, than traditional commercial health plan members, more than 40% of Medicare Advantage members utilize digital means when gathering information regarding their health coverage. In fact, information gathering in general is significantly more likely among Medicare Advantage members (87%) than among those commercially insured (82%), and Medicare Advantage members are just as likely as auto insurance customers to have an online account with an insurer, based on additional data from current JD Power auto insurance studies.
    • Growing interest in telehealth: Prior to the COVID-19 pandemic, just 5% of Medicare Advantage members had used telehealth. Based on additional JD Power research conducted since the beginning of the pandemic, 20% of Medicare plan members say they are interested in receiving information about telehealth.
       

    Study Rankings

    Highmark ranks highest in Medicare Advantage plan overall satisfaction, with a score of 830. Kaiser Foundation Health Plan (829) ranks second and Humana (806) ranks third.

    The study, now in its sixth year, measures member satisfaction with Medicare Advantage plans—also called Medicare Part C or Part D—based on six factors (in order of importance): coverage and benefits (29%); provider choice (17%); cost (15%); customer service (14%); information and communication (13%); and billing and payment (12%). 

    The 2020 Medicare Advantage Study is based on the responses of 3,314 members of Medicare Advantage plans across the United States. It was fielded from January through March 2020.

    For more information about the 2020 Medicare Advantage Study, visit https://www.jdpower.com/business/resource/us-medicare-advantage-study.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; Huntington, NY.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2020 Initial Quality Study (IQS)

    New-Vehicle Quality Mainly Dependent on Trouble-Free Technology, JD Power Finds

    2020-06-23

    jillian.breska

    The JD Power 2020 Initial Quality Study (IQS),SM released today, takes an updated look at the problems owners are having with their new vehicles, including those related to new technologies. The iconic study, redesigned this year, measures components that fail and features that are difficult to use, hard to understand or don’t work the way owners want.

    “The Initial Quality Study is the industry benchmark for new-vehicle quality and, year after year, automakers apply the insights they learn from consumers to make positive changes,” said Dave Sargent, vice president of automotive quality at JD Power. “The higher problem levels we see in this year’s study don’t mean vehicle quality has worsened; rather, the redesigned study asks additional questions that allow owners to cite more of the problems that they are experiencing.”

    The study, now in its 34th year, examines problems experienced by owners of new 2020 model-year vehicles during the first 90 days of ownership. Initial quality is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.

    Following are key findings of the 2020 study:

    • Most domestic brands are above average: Seven domestic brands—Dodge (136 PP100); Chevrolet (141 PP100); Ram (141 PP100); Buick (150 PP100); GMC (151 PP100); Jeep (155 PP100); and Cadillac (162 PP100)—perform better than the overall industry average of 166 PP100. Collectively, this is the best-ever performance by the Detroit automakers—when compared with the import brands—in the history of the study.
    • Most premium brands are below average: For most of the past decade, mass market brands have improved relative to premium brands, and this trend continues in 2020. Premium brands generally equip their vehicles with more complex technology, which can cause problems for some owners. Genesis (142 PP100), Lexus (159 PP100) and Cadillac (162 PP100) are the only premium brands that perform better than the industry average.
    • Japanese brands fail to regain footing: Once regarded as the gold standard in quality, most Japanese brands have not improved as fast as competitors have and they continue to trail most Korean and domestic brands. Mitsubishi (148 PP100), Lexus (159 PP100) and Nissan (161 PP100) are the only Japanese brands to rank above industry average. “W. Edwards Deming said, ‘Quality is to fulfill the requirements of customers and satisfy them,’ and Japanese automakers excelled at this for quite some time,” Sargent said. “But some other automakers have surpassed them in recent years by understanding better what quality means for today’s owners.”
    • Tesla profiled for first time: Tesla receives an initial quality score of 250 PP100. The automaker is not officially ranked among other brands in the study as it doesn’t meet ranking criteria. “Unlike other manufacturers, Tesla doesn’t grant us permission to survey its owners in 15 states where it is required,” said Doug Betts, president of the automotive division at JD Power. “However, we were able to collect a large enough sample of surveys from owners in the other 35 states and, from that base, we calculated Tesla’s score.”
    • Infotainment is most problematic category: Almost one-fourth of all problems cited by new-vehicle owners relate to infotainment. Top complaints include built-in voice recognition; Android Auto/Apple CarPlay connectivity; touchscreens; built-in navigation systems; and Bluetooth® connectivity.
    • Chevrolet Sonic achieves the best score of any model: The Chevrolet Sonic, with just 103 PP100, has the best score of any model in this year’s study.
    • Jaguar receives first-ever model-level award: The Jaguar E-Pace is the first Jaguar model to earn an IQS award, with a score of 159 PP100.

    “Initial quality is critical to the overall new-vehicle ownership experience,” Sargent said. “In the next few weeks we will complete the picture by providing results from the JD Power APEAL Study, which measures the positive experiences customers have from owning and driving their new vehicle, and the JD Power TXI Study, which measures how well automakers are introducing all-new technology into their vehicles. Successful manufacturers will examine all these areas as they strive to design and build even better vehicles.”

    Highest-Ranking Brands and Models

    Dodge and Kia tie for highest in overall initial quality, each with a score of 136 PP100. Dodge is the first domestic brand in the study’s history to rank highest. This is the sixth consecutive year that Kia is the highest-ranked mass market brand. Chevrolet and Ram place third in a tie (each with 141 PP100). Genesis is the highest ranked premium brand for the fourth consecutive year in the study.

    The parent corporation receiving the most model-level awards is Hyundai Motor Group (seven awards), followed by General Motors Company (six); BMW AG (three); Ford Motor Company (three); Nissan Motor Co. Ltd. (three); and Toyota Motor Corp. (two). Among brands, Cadillac and Kia each receive four awards.

    • Hyundai Motor Group models that rank highest in their respective segments are Genesis G70; Hyundai Tucson; Hyundai Veloster; Kia Forte; Kia Sedona; Kia Sorento; and Kia Soul.
    • General Motors Company models that rank highest in their segments are Cadillac CT5; Cadillac CT6; Cadillac Escalade; Cadillac XT4; Chevrolet Malibu; and Chevrolet Sonic.
    • BMW AG models that rank highest in their segments are BMW 8 Series; BMW X6; and MINI Cooper.
    • Ford Motor Company models that rank highest in their segments are Ford Mustang; Ford Ranger; and Ford Super Duty.
    • Nissan Motor Co. Ltd. models that rank highest in their segments are Nissan Armada; Nissan Maxima; and Nissan Murano.
    • Toyota Motor Corp. models that rank highest in their segments are Lexus GX and Toyota Tundra.

    Other models that rank highest in their respective segments are Audi A3 and Jaguar E-Pace.

    Plant Quality Awards

    General Motors Company‘s Yantai Dongyue 2 (China) plant, which produces the Buick Envision, receives the Platinum Plant Quality Award for producing vehicles with the fewest defects or malfunctions. Plant quality awards are based solely on defects and malfunctions and exclude design-related problems.

    Fiat Chrysler Automobiles’ Toluca (Mexico) plant, which produces the Dodge Journey and Jeep Compass, and Toyota Motor Corp.’s TMMT (Turkey) plant, which produces the Toyota C-HR, receive the Gold Plant Quality Award for the Americas and Europe/Africa regions, respectively.

    “The fact that the top plants in each region are outside of the traditional areas of the U.S., Canada, Germany, Japan and Korea is a sign of just how global the auto industry has become,” Betts said. “China and Turkey have been represented in the study for less than 10 years, so to say this achievement is impressive is an understatement.”

    The 2020 U.S. Initial Quality Study is based on responses from 87,282 purchasers and lessees of new 2020 model-year vehicles who were surveyed after 90 days of ownership. The study, which provides manufacturers with information to facilitate the identification of problems and drive product improvement, was fielded from February through May 2020.

    The 2020 redesign marks the fifth generation of the study, which is now based on a 223-question battery organized into nine vehicle categories: infotainment; features, controls and displays; exterior; driving assistance (new for 2020); interior; powertrain; seats; driving experience; and climate.

    Find detailed information on vehicle quality, as well as model photos and specs, at jdpower.com/quality.

    For more information about the U.S. Initial Quality Study, visit http://www.jdpower.com/resource/us-initial-quality-study-iqs.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

     

  • JD Power-LMC Automotive Forecast June 2020

    Recovery Continues as June Retail Sales Decline 6% from Pre-Virus Forecast; Transaction Prices Set Monthly Record

    2020-06-26

    jillian.breska

    The Retail Sales Forecast

    New-vehicle retail sales in June are expected to be down from a year ago, according to a joint forecast developed jointly by JD Power and LMC Automotive. Retail sales are projected to reach 1,002,600 units, a 5.7% decrease compared with the JD Power pre-virus forecast and 11.3% decrease compared with June 2019. Reporting the same numbers without controlling for the number of selling days translates to a decrease of 14.7% over last year. (Note: June 2020 contains one less weekend and one less selling day than June 2019.)

    The Total Sales Forecast

    Total sales in June are projected to reach 1,085,600 units, a 25.1% decrease compared with June 2019. Reporting the same numbers without controlling for the number of selling days translates to a decrease of 28.0% over last year. The seasonally adjusted annualized rate (SAAR) for total sales is expected to be 12.8 million units, down 4.4 million units from a year ago.

    The Takeaway

    Thomas King, president of the data and analytics division at JD Power:
    “The industry continues to show signs of recovery in June, with retail sales down only 6% compared with the JD Power pre-virus forecast. This represents a significant improvement from May when retail sales were off 20% from the pre-virus forecast. The combination of pent-up demand, states relaxing coronavirus-related restriction and elevated incentives are all providing a tailwind for the industry.” Remarkably, in markets like Detroit (one of the most severely affected areas by COVID-19), retail sales are on pace to exceed 2019 levels.

    Record levels of manufacturer incentives for the month of June are supporting the sales recovery. Incentive spending is on pace to reach $4,411 in June, the highest ever for the month and an increase of $445 from June 2019.  Incentives on cars are expected to be up $459 to $4,031, with trucks/SUVs up $407 to $4,524.

    —–

    Transaction prices continue to set records and are on pace to rise by 3.9% to $34,981, the highest level ever for the month of June. Record prices are being supported by the ongoing shift in consumer demand from cars to trucks/SUVs.  Car sales are on pace to account for just 24% of new-vehicle retail sales in June, the lowest level ever for the month of June and the third month in a row below 25%. As the industry shifts towards more expensive products, SUV mix is expected to reach a record 56%.

    Record prices are helping to offset the decline in sales, with consumers expected to spend $35.1 billion on new vehicles in June, representing a decline of $4.5 billion from last year.

    —–

    Looking ahead, inventory constraints and any easing of the pent-up demand that is currently elevating sales will be headwinds to the overall sales recovery. “Despite the challenges the industry continues to face, one notable positive for retailers is the strength of margins on new vehicle sales,” King said. “On average, total grosses inclusive of finance and insurance income on new vehicles are expected to reach the highest level ever in June.” Total gross per unit is on pace to reach $1,759, up $414 from last year. Strong per-unit grosses offer some mitigation to June’s sales pace, while also helping retailers maintain operations after experiencing massive business disruption in March, April and May.

    Sales & SAAR Comparison

    JD Power U.S. Sales and SAAR Comparison

     

    June 20201

    May 2020

    June 2019

    New-Vehicle Retail Sales

    1,002,600 units

    (-11.3% lower than June 2019)2

    1,036,112 units

    1,175,468 units

    Total Vehicle Sales

    1,085,600 units

    (-25.1% lower than June 2019)2

    1,128,887 units

    1,507,602 units

    Retail SAAR

    12.0 million units

    11.4 million units

    13.5 million units

    Total SAAR

    12.8 million units

    12.3 million units

    17.1 million units

    1Figures cited for June 2020 are forecasted based on the first 17 selling days of the month.
    2June 2020 has 25 selling days, one less day than June 2019.

    The Details

    • The average new-vehicle retail transaction price in June is expected to reach $34,981. The previous high for the month of June, $33,603, was set in June 2019.
    • Average incentive spending per unit in June is expected to reach $4,411, up from $3,966 last year (the previous record for the month).
    • Incentive spending on cars is expected to be up $459 to $4,031, while spending on trucks/SUVs is up $407 to $4,524.
    • Consumers are on pace to spend $35.1 billion on new vehicles, down $4.5 billion from June 2019.
    • Truck/SUVs account for 75.6% of new-vehicle retail sales through June 21, the highest level ever for the month of June.
    • Days to turn, the average number of days a new vehicle sits on a dealer lot before being sold to a retail customer, is 98 days (through June 21). This is up 23 days from a year ago.
    • Fleet sales are expected to total 83,000 units, down 74% from June 2019. Fleet volume is expected to account for 7.6% of total light-vehicle sales, down from 22% a year ago.

    Global Outlook for First Half of 2020

    Jeff Schuster, president, Americas operations and global vehicle forecasts, LMC Automotive:
    “COVID-19 has had a profound effect on the global automotive industry, and markets are in varying stages of recovery. China is already exhibiting a V-shaped recovery, while South Korea is expected to be ahead of 2019 on a year-to-date basis through June. The U.S. market is showing relative strength as we head into the second half of 2020. Western Europe, Brazil and India are underperforming, with volume expected to be off at least 40%. Clearly, risk for the remainder of the year remains very high and downward weighted, but there are now reasons to be cautiously optimistic for demand, as a fragile recovery begins to take shape.”

    Global light-vehicle sales YTD through May are down 30% from the same period in 2019, but the level is improving from the low of -45% YoY April to -33% YoY May. For the first half of the year, the outlook for global light-vehicles sales is 32 million units, down 13 million units or 29% from the first half of 2019.

    Media Relations Contacts
    Geno Effler; JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
    Emmie Littlejohn; LMC Automotive; Troy, Mich.; 248-817-2100; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

    About LMC Automotive www.lmc-auto.com

     

  • 2020 U.S. Appliance Retailer Satisfaction Study

    With Websites More Important than Ever, Appliance Retailers Seize Opportunity, JD Power Finds

    2020-07-08

    jillian.breska

    TROY, Mich.: 8 July 2020 — Satisfaction with appliance retailer websites is at an all-time high, according to the JD Power 2020 U.S. Appliance Retailer Satisfaction Study,SM released today. The record website satisfaction is due to appearance and ease of navigation, a timely achievement given the COVID-19 pandemic.

    “Appliance shoppers often start their research online,” said Christina Cooley, director of the @home practice at JD Power. “Shoppers who visit an appliance retailer’s website are more satisfied, more loyal and are better advocates for the retailer. Once in store, timely assistance and thorough explanation of product features help the retailer make the sale. Additionally, delivery and installation are last-chance opportunities to increase customer satisfaction. Retailers should take advantage of this crucial touchpoint to ensure questions and concerns are addressed.”

    Study Rankings

    Best Buy ranks highest for a fourth consecutive year, with a score of 873, followed by Lowe’s with a score of 858.

    The 2020 U.S. Appliance Retailer Satisfaction Study is based on responses from 1,926 customers who purchased appliances from a major appliance retailer in the past 12 months. The study was fielded in January 2020.

    For more information about the U.S. Appliance Retailer Satisfaction Study, visit https://www.jdpower.com/business/home/appliance-retailer-satisfaction-study.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

     

  • 2020 U.S. Business Wireline Satisfaction Study

    Despite Endless Possible Issues, Business Wireline Providers Prove Resilient, JD Power Finds

    2020-07-09

    jillian.breska

    TROY, Mich.: 9 July 2020 — Overall satisfaction with business wireline providers significantly increases across all segments despite the endless potential issues that could have occurred due to the COVID-19 pandemic, according to the JD Power 2020 U.S. Business Wireline Satisfaction StudySM, released today.

    “Business wireline providers have shown tremendous resiliency by maintaining exceptional customer service despite myriad unanticipated roadblocks presenting themselves as they moved entire call centers to remote work,” said Ian Greenblatt, managing director at JD Power. “With planned redundancies and excellent and effective service, providers quickly made the seamless transition to ‘safer at home’ without seeing a dip in satisfaction—an impressive feat in these extraordinary times.”

    Study Results

    For the large enterprise segment, AT&T ranks highest for a third consecutive year, with a score of 878.

    For the small/medium business segment, AT&T ranks highest with a score of 864. Verizon (841) ranks second.

    For the very small business segment, Verizon ranks highest with a score of 794 for a second consecutive year. Comcast (757) ranks second and AT&T (753) ranks third.

    The 2020 U.S. Business Wireline Satisfaction Study is based on responses from 3,652 business customers of data and voice services. The study evaluates business wireline experiences across six factors: performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. The study was fielded in April-May 2020.

    For more information about the U.S. Business Wireline Satisfaction Study, visit https://www.jdpower.com/business/resource/us-business-wireline-satisfaction-study.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • 2020 U.S. Automotive Brand Loyalty Study

    Brand Loyalty Increasing among New-Vehicle Buyers, JD Power Finds

    2020-07-15

    jillian.breska

    If a vehicle owner is loyal to a specific brand, it’s becoming more difficult for another brand to woo them away when it’s time to buy a new vehicle, according to the JD Power 2020 U.S. Automotive Brand Loyalty Study,SM released today.

    “There are many factors that contribute to brand loyalty, ranging from the experience a customer has when purchasing the vehicle to how driving it makes them feel,” said Tyson Jominy, vice president of data & analytics at JD Power. “Automakers are really focused on customer retention, as evidenced by the payment plans and incentives they’ve offered since the COVID-19 pandemic broke out. Many have gone above and beyond to offer customers financial assistance during a period of economic uncertainty, which does a lot to bolster consumer confidence in their chosen brand and repurchase it in the future.”

    Using data from the Power Information Network, the study, now in its second year, calculates whether an owner purchased the same brand after trading in an existing vehicle on a new vehicle. Customer loyalty is based on the percentage of vehicle owners who choose the same brand when trading in or purchasing their next vehicle.

    Lexus ranks highest among luxury brands for the second consecutive year with a 48% loyalty rate. Mercedes-Benz ranks second (47.8%), followed by BMW (45.1%), Porsche (44.9%) and Audi (43.4%).

    Subaru ranks highest among mass market brands and highest overall in the automotive industry for a second consecutive year with a loyalty rate of 60.5%. Toyota ranks second (60.3%), followed by Honda (58.7%), RAM (57.3%) and Ford (54.3%).

    The 2020 U.S. Automotive Brand Loyalty Study calculations are based on transaction data from June 2019 through May 2020 and include all model years traded in.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • 2020 Sustainability Index—Climate

    Electric Utility Customers Largely in the Dark on Climate Sustainability Initiatives, JD Power Finds

    2020-07-15

    jillian.breska

    Last year, American states and utilities made more ambitious clean energy commitments than ever before, with leaders such as New York and California committing to hit 100% renewable energy targets by 2050.1 Despite this significant progress, U.S. electric utility customers currently have very low levels of awareness for the climate sustainability initiatives of their local utilities, according to the JD Power 2020 Sustainability Index—Climate, released today.

    With this new index focused on ESG (environmental, social and governance), JD Power evaluates electric utility customer awareness, support, engagement and advocacy for their local utility’s climate sustainability programs and goals. The index applies to the 35 largest U.S. electric utility companies and cities, each serving 500,000 or more residential customers.

    “Consumer awareness and support for the climate sustainability initiatives of their local electric utilities is low,” said Andrew Heath, senior director of utilities intelligence at JD Power. “Utilities need to address awareness if they hope to achieve the clean energy goals they’ve put in place for the next few decades. These efforts are going to cost money and will require support from rate payers and citizens. Without the support of their customers and other stakeholders, utilities may struggle to achieve their goals.”

    Following are some key findings of the 2020 index:

    • Consumer awareness and engagement with utility climate initiatives very low: The overall sustainability scores for electric utilities evaluated in the study, which are based on consumer awareness, support, engagement and advocacy for their local utility’s climate initiatives, range from a high of 32 to a low of 19 on a 100-point scale. 
    • Most concerned cities: Utility customers in New York City (Con Edison), Los Angeles (Los Angeles Department of Water & Power) and Portland, Ore., (Portland General Electric) have the highest levels of concern regarding climate change.
    • Climate change skeptics: Wyoming and Alabama have the largest percentages of climate change skeptics, with 15% and 11% of respondents, respectively, responding that “there is no climate change.”
    • Business customers more engaged in sustainability than residential customers: On average, business utility customers are more aware and supportive of their local utility’s climate sustainability initiatives than residential customers.
    • Highest-scoring utilities: NextEra Energy and Sacramento Municipal Utility District have the highest scores in 2020 with a score of 32 (on a 100-point scale).

    The index is based on responses from more than 34,000 business and residential electric utility customers and was fielded from January through May 2020. Following is the full list of electric utility companies and cities that are evaluated, along with their index scores:

      Utility                                                            Score

    NextEra Energy

    32

    Sacramento Municipal Utility District

    32

    Con Edison

    29

    CPS Energy

    29

    DTE Energy

    29

    Edison International

    29

    Portland General Electric

    29

    Puget Energy

    29

    Southern Company

    29

    Xcel Energy

    29

    L. A. Dept. of Water & Power

    28

    Sempra Energy

    28

    CMS Energy

    27

    Duke Energy

    27

    Emera

    27

    Pacific Gas and Electric

    27

    Pinnacle West

    27

    Salt River Project

    27

    Berkshire Hathaway Energy

    26

    Entergy

    26

    Exelon

    26

    Ameren

    25

    Dominion

    25

    OGE Energy Corp.

    25

    PSEG

    25

    National Grid

    24

    PPL Corporation

    24

    Eversource

    23

    WEC Energy Group

    23

    AEP

    22

    Evergy

    22

    Alliant Energy

    21

    Duquesne Light

    20

    FirstEnergy

    20

    Avangrid

    19

    For more information about the JD Power Sustainability Index—Climate, visit https://www.jdpower.com/business/utilities/jd-power-climate-leadership-program.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; Huntington, NY.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

    1Source: 2020 Sustainable Energy in America Factbook, The Business Council for Sustainable Energy

     

  • 2020 Manufacturer Website Evaluation Study (MWES)—Summer

    With 40% of Auto Shoppers Delaying Purchase During Height of Pandemic, Willingness to Purchase Online Increases, JD Power Finds

    2020-07-15

    jillian.breska

    During the height of the COVID-19 pandemic, 65% of automotive shoppers’ decision to purchase a vehicle was affected and 40% of shoppers delayed making a new vehicle purchase, according to the JD Power 2020 Manufacturer Website Evaluation Study (MWES)—Summer,SM released today. As a result, more buyers are now willing to purchase their vehicles online instead of a physical dealership.

    “There is no mistaking that the pandemic has put a sizeable dent in the automotive market,” said Jon Sundberg, senior manager of digital solutions at JD Power. “As government regulations have affected the ability for people to go into a dealership on top of people becoming wary about venturing out to a dealership to purchase a car, it is more imperative now than ever that manufacturers better equip their online retailing presence to cater to this change.”

    This year’s study finds overall satisfaction of 835 (on a 1,000-point scale) in the segment for luxury manufacturer websites and 825 in the segment for mass market manufacturer websites. Mercedes-Benz ranks highest among luxury manufacturer websites with a score of 850, followed by Land Rover (847) and BMW (846). Chevrolet and Ram rank highest in a tie among mass market manufacturer websites with a score of 843, followed by Toyota (840).

    The Manufacturer Website Evaluation Study—Summer, initially released in 1999 is based on responses from 13,451 vehicle shoppers (desktop and smartphone) who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded in April-May 2020.

    For more information about the Manufacturer Website Evaluation Study visit https://www.jdpower.com/business/automotive/us-manufacturer-website-evaluation-study-mwes

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

    About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

     

  • 2020 U.S. Wireless Network Quality Performance Study—Volume 2

    Increased Wi-Fi Calling Gives Perception of Increased Wireless Network Quality, JD Power Finds

    2020-07-15

    jillian.breska

    TROY, Mich.: 16 July 2020 — According to the JD Power 2020 U.S. Wireless Network Quality Performance StudySM—Volume 2, released today, 42% of wireless customers are using Wi-Fi calling and are more satisfied with their wireless network quality than those who are not using Wi-Fi calling.

    “Wi-Fi calling is the offloading of a weak cellular connection to a Wi-Fi based data network in nearly all cases not owned or operated by the wireless carrier,” said Ian Greenblatt, managing director at JD Power.  “Safer-at-home has meant a significant increase in these largely invisible handoffs, and consumers have perceived a higher quality of call and connection as a result. Ensuring a flawless handoff and high quality of service of that traffic back to the carrier’s network is critical to maintaining the lift in satisfaction enjoyed by Wi-Fi callers.”

    Study Results

    Verizon Wireless ranks highest in five regions covered in the study, achieving the fewest network quality problems per 100 connections (PP100) in call quality, messaging quality and data quality in the Mid-Atlantic, Northeast, Southeast, Southwest and West regions.

    U.S. Cellular ranks highest in the North Central region with a score of 6 PP100, achieving the fewest network quality problems in messaging quality and data quality in the North Central region.

    The 2020 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 32,497 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from January through June 2020.

    For more information about the U.S. Wireless Network Quality Performance Study, visit https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; Huntington, NY.; 631-584-2200; [email protected]

     

  • 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study

    Cleanliness and Communication Continue to Drive Hotel Guest Satisfaction, JD Power Finds

    2020-07-20

    jillian.breska

    A year ago, hotel summer marketing and advertising efforts were in full swing with images of epic pools, zen-like spas and cozy bed linens. Today, hotel ads are filled with images of electrostatic sprayers, updates on new cleaning protocols and offers for free last-minute cancellations. These are smart moves, according to the JD Power 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, which finds that meeting guest expectations for cleanliness and proactively communicating with guests prior to arrival continue to be critical drivers of guest satisfaction.

    “While the COVID-19 pandemic has certainly amplified the importance of hotel cleanliness, it has historically been an important focal point for hotel guests,” said Andrea Stokes, hospitality practice lead at JD Power. “In fact, satisfaction with guest room cleanliness has been climbing steadily for many years, as most hotels already adhered to very high housekeeping standards. The other critical variable for the industry right now is proactive communication with guests—both about the specific steps hotels are taking to protect guests and about any service and amenity limitations due to COVID-19. As we continue to take the pulse of travelers during the pandemic, the ability of hotels to clearly manage guest expectations, both pre-stay and at the property, will be key to maintaining high satisfaction during this difficult period.”

    Following are some key findings of the 2020 study:

    • Guest room cleanliness scores reach record high: Guest satisfaction with the cleanliness of their room increases for a fifth consecutive year, reaching an all-time high rating of 8.53 (on a 10-point scale) in 2020. Room cleanliness is a key driver of satisfaction, as the overall satisfaction score among guests who say they are “delighted” (rating of 10 points) with the cleanliness of the guest room averages 942 (on a 1,000-point scale) vs. an overall satisfaction score of 829 among those who are merely “pleased” (rating of 8-9) with the cleanliness of their guest room.
    • Pre-stay communications create essential opportunity to build trust: Overall satisfaction scores fall 66 points, on average, when no pre-stay communications are received. Based on a separate JD Power pulse survey conducted April 17-19 of this year, hotel efforts to inform travelers about their specific cleaning and sanitization protocols are among the most important actions hotels can take to make travelers feel comfortable.
    • Need to be up front about limitations: Many hotels across North America are still operating under capacity restrictions and limitations regarding dining areas/restaurants, public pools, fitness centers and spas. It is essential that hotels use pre-stay communications to address any limited services and amenities as well as guest safety requirements. Based on JD Power data collected since the beginning of the pandemic, hotel guests understand the challenges faced by the industry and value direct, honest communication now more than ever before.
       

    Study Rankings

    The following hotel brands rank highest in guest satisfaction in their respective segment:

    Luxury: The Luxury Collection
    Upper Upscale: Wyndham Grand Hotels
    Upscale: Hyatt House
    Upper Midscale: Drury Hotels (for a 15th consecutive year)
    Midscale: Tru by Hilton
    Economy: SureStay Hotel by Best Western

    The 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study, now in its 24th year, analyzes guest responses to more than 150 questions regarding hotel stay experiences and benchmarks the performance of 102 brands across six market segments. This year’s study is based on responses from 37,843 hotel guests for stays between May 2019 and March 2020.

    For more information about the 2020 North America Hotel Guest Satisfaction Index (NAGSI) Study, visit https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; Huntington, NY.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info