Category: United States

Gas Utility Companies Tasked with Pushing Vital Safety Communications Effectively, JD Power Finds

2019-09-03

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COSTA MESA, Calif.: 4 Sept. 2019 — As gas utility customer communication with their provider has decreased over the past four years, it is imperative that gas providers become more purposeful and diligent with their proactive communications as it has a significant influence on customer satisfaction, according to the JD Power 2019 Gas Utility Residential Customer Satisfaction Study.^SM

“Customers that recall receiving communications from their gas utility providers have a significantly higher satisfaction score,” said Carl Lepper, Director of the Utility Practice at JD Power. “Specifically, if these providers are reaching out with information regarding reliability of natural gas delivery and important safety measures without seeming redundant or noisy, we have found those to be most effective.”

Study Rankings

• East Large Segment: New Jersey Natural Gas
• East Midsize Segment: Elizabethtown Gas
• Midwest Large Segment: Consumers Energy
• Midwest Midsize Segment: Madison Gas & Electric
• South Large Segment: CenterPoint Energy
• South Midsize Segment: TECO Peoples Gas
• West Large Segment: NW Natural
• West Midsize Segment: Cascade Natural Gas

The 2019 Gas Utility Residential Customer Satisfaction Study is based on responses from 57,879 online interviews conducted from September 2018 through July 2019 among residential customers of the 84 largest gas utility brands across the United States, which represent more than 62 million households.

For more information about the Gas Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/us-gas-utility-residential-customer-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, South 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

Premium Owners with Branded Audio Have Higher Vehicle Satisfaction, JD Power Finds

2019-09-10

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COSTA MESA, Calif.: 12 Sept. 2019 — Branded audio is positively impacting owner satisfaction with in-car multimedia technology, as well as the vehicle, according to the JD Power 2019 Multimedia Quality and Satisfaction Study.^SM The overall number of reported problems with audio, communication, entertainment and navigation (ACEN) technologies has also decreased for a fourth consecutive year.

“Although there’s a premium cost associated with opting for branded audio systems, we’re finding that the cost is worth the high level of value that it brings to both the consumer and the manufacturer,” said Brent Gruber, Senior Director, Automotive Quality Practice at JD Power. “Specifically, when consumers are happy with their branded audio system experience, it ultimately moves the needle on overall satisfaction of the vehicle experience. While the option is readily available in premium vehicles, manufacturers of non-premium vehicles should consider offering the upgrade more often to boost owner satisfaction with an added benefit of increasing sales.”

The study measures the experiences and opinions of vehicle owners regarding the quality, design and features of their ACEN system in the first 90 days of ownership. Multimedia system quality is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.

Top-performing vehicles in each segment are as follows:

• Small: Hyundai Accent
• Compact:  Kia Soul
• Midsize:  Hyundai Santa Fe
• Large: Nissan Titan
• Small Premium: Mercedes-Benz GLA
• Compact Premium: Genesis G70
• Midsize Premium: Audi Q8 and Porsche 911 (tied)
• Large Premium:  BMW 7 Series

Data for the annual Multimedia Quality and Satisfaction Study ^SM is derived from each year’s JD Power Vehicle Quality Survey (VQS). The data is augmented with supplier sourcing information where available, which affords multimedia suppliers with a comprehensive view of the overall multimedia industry, as well as the performance of individual products and systems, and problems that owners experience.

For more information about the U.S. Multimedia Quality and Satisfaction Study, ^SM visit https://www.jdpower.com/business/resource/jd-power-multimedia-quality-and-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, South 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

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Home Insurance Customer Satisfaction Declines, Opening Door for Insurtech Disruptors, JD Power Finds

2019-09-10

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COSTA MESA, Calif.: 12 Sept. 2019 — Nearly three-fourths (74%) of homeowners insurance customers believe the industry needs improvement, with 13% of customers indicating that “radical improvement is needed,” according to the JD Power 2019 U.S. Home Insurance Study.^SM The study, released today, also finds that overall customer satisfaction with home insurance has declined for the first time since 2015, creating an opportunity for insurtech providers to gain market share through alternate approaches to coverage or incumbents to implement some of the unique experiences insurtechs offer customers.

“Home insurance seems to be approaching an inflection point as customers expect more value for their premiums—and have demonstrated they are willing to switch insurance companies for it,” said Robert M. Lajdziak, Senior Consultant, JD Power Insurance Intelligence. “Customers are more likely to use digital channels when interacting with their home insurance companies and are now shopping to find the most convenient experience that meets their expectations—which are often set by other companies with which they do business. Customer expectations are being reset and create a serious need for improvement among traditional carriers in areas like products and coverage, underwriting and claims.”

Following are some key findings of the 2019 study:

• Home insurance business model primed for change: Overall homeowners insurance customer satisfaction has declined for the first time since 2015, driven primarily by year-over-year declines in interaction experience and claims experience with the carrier. A total of 74% of homeowners insurance customers believe that the home insurance industry needs improvement.

• Weak points in the customer experience create opportunity for start-ups: The areas of the home insurance relationship with the greatest perceived need for improvement are products and coverage; underwriting; and claims. Insurtech start-ups have become increasingly active in creating alternatives to the traditional offerings in these areas.

• Benefits of bundling: Homeowners who bundle auto and home insurance with a single insurer have higher satisfaction and are one and a half times as likely as non-bundlers to experience most key performance indicators (KPIs) that are consistent with higher levels of customer satisfaction. Bundlers are particularly more likely to experience policy discounts, online access to policy information and proactive contacts at least once a year. The benefit of bundling to homeowners is more pronounced than that experienced among auto insurance customers, who have indicated a declining benefit over the past five years, partly due to premium increases.

• ASI Progressive cracks code for web-based bundling: Homeowners insurance customers purchasing a policy through an agent are significantly more likely to bundle their insurance coverage than those purchasing via a call center or website. An outlier to this trend is ASI Progressive, which has achieved a bundling rate of 83% among customers purchasing via their website. ASI Progressive customers are three times more likely than the industry average to purchase a policy via the web.

Study Rankings

Amica Mutual ranks highest in the homeowners insurance segment for an 18th consecutive year, with a score of 845. Erie Insurance ranks second with a score of 838 and Auto Club of Southern California Insurance Group ranks third with a score of 833.

American Family ranks highest in the renters insurance segment with a score of 853. State Farm ranks second with a score of 850. Auto Club of Southern California Insurance Group ranks third with a score of 846.

The U.S. Home Insurance Study examines overall customer satisfaction with two distinct personal insurance product lines: homeowners and renters. Satisfaction in the homeowners and renters insurance segments is measured by examining five factors: interaction; policy offerings; price; billing process and policy information; and claims.

The study is based on responses from 13,323 homeowners and renters via online interviews conducted in June-July 2019.

For more information about the 2019 U.S. Home Insurance Study, visit

https://www.jdpower.com/business/resource/jd-power-us-household-insurance-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, South 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:www.jdpower.com/business/about-us/press-release-info

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NOTE: Two charts follow.

Dealers Lag Aftermarket Shops in Capturing Canada’s Auto Service Market Share, JD Power Finds

2019-09-11

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TORONTO: Sept. 12, 2019 – Although auto dealers in Canada receive 54% of revenue spent on servicing vehicles 4-12 years old, they continue to lag aftermarket service facilities in share of visits (48% vs. 52%), according to the JD Power 2019 Canada Customer Service Index Long-Term Study (CSI-LT), released today. ^SM 

In an industry estimated to generate $10 billion annually, dealerships average $323 per visit vs. $222 at an aftermarket facility but customer visits to dealerships remain flat in 2019 (1.3 visits) compared with an increase in visits to aftermarket facilities (1.6 in 2019 vs. 1.5 in 2018).

“Considering the sheer size of the auto service market for maintenance and repair, any fraction gained in market-share translates into millions in potential revenue that auto dealers are leaving on the table,” says Virginia Connell, Automotive Research and Consulting Manager at JD Power Canada. “As vehicles age and require more complex and costly repairs, aftermarket service is doing a better job at attracting and retaining customers, especially as warranties start to expire, consequently capitalizing on the more revenue lucrative repair work.”

According to the study, owners start to favor aftermarket shops over dealers when their car is between 4-7 years old. Furthermore, while dealers have a slight advantage in customer satisfaction when it comes to pure maintenance (787 vs. 782, on a 1,000-point scale), aftermarket service facilities have higher overall satisfaction than dealers (783 vs. 775) and higher satisfaction with repairs (791 vs. 759).

“Dealers have this window of opportunity to up their game, ensuring they retain customers even after the warranty expires by providing a better experience—a key factor for driving satisfaction both for repair and maintenance,” Connell said. “For auto dealers, satisfied customers not only translate into repeat service visits but their intent to purchase or lease new vehicles from the dealer increases.”

Following are additional key findings of the 2019 study:

• Two simple tasks that drive improvement in customer satisfaction: Two areas that can drive noticeable satisfaction increase are greeting customers immediately as they enter the shop and returning the car cleaner than when it arrived. Overall, aftermarket providers do a better job of greeting customers immediately than do dealers (51% vs. 35%), but dealers are more likely to return vehicles cleaner (33% vs. 9%).

• Word of mouth important for aftermarket providers: Recommendations from friends or relatives are much more important when customers choose an aftermarket shop compared with a dealer. Aftermarket customers “definitely will” recommend their facility 52% of the time after maintenance work, compared with 39% for dealers. The gap for repair work is even wider (57% vs. 34%, respectively).

• Service work recommendations drive satisfaction, increased revenue: Satisfaction is highest when customers receive and accept recommendations for additional service work from their service advisor. Customers are much more likely to accept additional work recommendations when tablets are used to list details of the service. Tablets boost acceptance rates of work recommendations when used in the following ways: list specific details of the issue (59%); provide a cost estimate (57%); access service history (57%); and show a menu of available options (56%).

Study Rankings

NAPA AUTOPRO ranks highest in overall customer satisfaction with a score of 811. Volkswagen Dealership (791) ranks second and Toyota Dealership (789)ranks third.

The Canada Customer Service Index Long-Term (CSI-LT) Study measures satisfaction and intended loyalty among owners of vehicles that are 4-12 years old and analyzes the customer experience in both warranty and non-warranty service visits. Overall satisfaction is based on five factors (in order of importance): service initiation (24%); service quality (23%); service advisor (20%); service facility (17%); and vehicle pick-up (16%). The study is based on responses of 8,815 owners and was fielded from March through June 2019.

To learn more about the Canada Customer Service Index Long-Term (CSI-LT) Study, visit

https://canada.jdpower.com/resource/canada-customer-service-index-long-term-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, South America, Asia Pacific and Europe.

Media Relations Contacts
Gal Wilder, Cohn & Wolfe, Toronto, Canada; 647-259-3261, [email protected]
Sandy Caetano, Cohn & Wolfe; Toronto, Canada; 647-259-3288, [email protected]
Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

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

Thoma Bravo to Acquire JD Power

2019-07-30

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SAN FRANCISCO and CHICAGO, July 30, 2019 — Thoma Bravo, LLC, a leading private equity investment firm, today announced that it has reached an agreement to acquire JD Power, a global leader in data analytics and consumer intelligence. The transaction is expected to close by year end, subject to customary closing conditions. Upon closing, Thoma Bravo plans to partner with JD Power’s existing team in the ongoing expansion of the company, with a focus on continued development of enhanced industry insights, advanced analytics and innovative new offerings. As part of the transaction JD Power’s existing management team and employee owners will be rolling over their ownership interest in the company.

“We are thrilled to partner with Thoma Bravo, a firm that clearly understands our space and is well-positioned to help us develop new growth opportunities and continue on our current path of rapid expansion,” said Dave Habiger, JD Power President and CEO. “This is an exciting step forward for our company, and we look forward to a fruitful partnership that will help us maximize our company’s fullest potential.”

A pioneer in data science, JD Power has been delivering incisive industry intelligence on consumer interactions with brands and products for over 50 years. The world’s leading businesses across more than a dozen different industries rely on JD Power data, research and insights to guide their customer-facing strategies, and consumers around the world look to JD Power ratings as the undisputed mark of quality. The company is headquartered in Costa Mesa, Calif., with offices in 16 cities throughout North America, Europe, Asia-Pacific and South America.

“JD Power is one of the most recognized brands in the world, synonymous with a deep understanding of real-world customer experience, and it provides trusted insight that businesses of every type need in order to make critical strategic decisions,” said Scott Crabill, a Managing Partner at Thoma Bravo. “More recently, the company has expanded its leadership to include globally recognized experts in several industries, and it has dramatically expanded its analytics and product offerings, leveraging AI, the cloud and big data in ways that really showcase the brand’s significant near-term and long-term growth potential. We look forward to partnering with Dave Habiger and his team to further accelerate the business and build even greater value for JD Power’s employees, customers and partners globally.”

“We saw JD Power as an iconic brand with strong upside potential and have been greatly impressed with the management team’s accelerating the digitization of the platform, including the successful implementation of AI initiatives and introduction of innovative analytics products,” said Joseph Pacini, a spokesperson for London-based XIO Group. “As we exit our investment, we wish them every success in the years ahead.”

JD Power is being advised by Evercore and Cravath, Swaine & Moore LLP.

Kirkland & Ellis is serving as the legal advisor, and Barclays and RBC Capital Markets are acting as financial advisors to Thoma Bravo. Financing for the transaction is being provided by RBC Capital Markets, KKR and SunTrust Bank.

About Thoma Bravo, LLC
Thoma Bravo is a leading private equity firm focused on the software and technology-enabled services sectors. With a series of funds representing more than $30 billion in capital commitments, Thoma Bravo partners with a company’s management team to implement operating best practices, invest in growth initiatives and make accretive acquisitions intended to accelerate revenue and earnings, with the goal of increasing the value of the business. Representative past and present portfolio companies include industry leaders such as ABC Financial, Blue Coat Systems, Deltek, Digital Insight, Frontline Education, Global Healthcare Exchange, Hyland Software, Imprivata, iPipeline, PowerPlan, Qlik, Riverbed, SailPoint, SolarWinds, SonicWall, Sparta Systems, TravelClick and Veracode. The firm has offices in San Francisco and Chicago. For more information, visit www.thomabravo.com.

About JD Power
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, South America, Asia Pacific and Europe.

Media Contacts:
Chris Cunningham, Hiltzik Strategies; 212-430-5053; [email protected]
Geno Effler, JD Power; 714-621-6224; [email protected]

Visual Appeal of Kitchen and Laundry Appliances Plays Big Role in Satisfaction, JD Power Finds

2019-07-31

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COSTA MESA, Calif.: 31 July 2019 — According to the JD Power 2019 Kitchen and Laundry Appliance Satisfaction Studies,^SM released today, consumers are becoming more conscious of their appliances’ esthetics, in addition to performance and reliability. While the importance of those may have only increased slightly this year, the trend will continue upward as the HGTV diehards and Pinterest enviers work to improve their living spaces and as manufacturers expand their offerings in this space.

“Staying at the forefront of appliance design trends while maintaining performance and effectiveness is key to customer satisfaction,” said Christina Cooley, At Home Intelligence Lead at JD Power. “If appliance manufacturers can keep a good balance of both, they will not only start to edge out the competition, but also gain more loyal and satisfied consumers.”

The Kitchen Appliance Satisfaction Study and the Laundry Appliance Satisfaction Study, now in their 14th and 15th years, respectively, measure customer satisfaction in nine segments of major home appliances: clothes washers (front-load washers and top-load washers are measured separately); clothes dryers; dishwashers; freestanding ranges; over-the-range microwaves; and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer two-door refrigerators are measured separately).

Kitchen Appliance Satisfaction Study

Side-by-Side Refrigerators

LG (873) ranks highest in customer satisfaction with side-by-side refrigerators for a second consecutive year, and is followed by Samsung (858) and GE Appliances (854).

French Door Refrigerators

LG(872) ranks highest in customer satisfaction with French door refrigerators and is followed by Samsung (868).

Top-Mount Freezer Refrigerators

LG (855) ranks highest in customer satisfaction with top-mount freezer refrigerators for a sixth consecutive year. Kenmore (811) ranks second and GE Appliances (809) ranks third.

Dishwashers

LG (864) ranks highest in customer satisfaction with dishwashers, followed by Samsung (862) and KitchenAid (860).

Freestanding Ranges

Samsung (875) ranks highest in customer satisfaction with freestanding ranges, followed by Kenmore (867) and GE Appliances (863).

Over-the-Range Microwaves

Samsung (861) ranks highest in customer satisfaction with over-the-range microwaves. LG (850) ranks second and Kenmore (840) ranks third.

Laundry Appliance Satisfaction Study

Front-Load Washers

Samsung (871) ranks highest in customer satisfaction with front-load washers, followed by LG (865).

Top-Load Washers

Samsung (884) ranks highest in customer satisfaction with top-load washers, followed by LG (850).

Clothes Dryers

Samsung (880) ranks highest in customer satisfaction with clothes dryers, followed by LG (858).

The 2019 Kitchen Appliance Satisfaction Study is based on 1,519 evaluations from customers who purchased dishwashers; 1,461 evaluations from customers who purchased freestanding ranges; 1,216 evaluations from customers who purchased over-the-range microwaves; and 3,863 evaluations from customers who purchased refrigerators during the past 12 months. The study was fielded from January through June 2019.

The 2019 Laundry Appliance Satisfaction Study is based on 2,336 evaluations from customers who purchased clothes washers and 1,701 evaluations from customers who purchased clothes dryers during the past 12 months. The study was fielded in January-February 2019.

For more information about the JD Power Kitchen and Laundry Appliance Satisfaction Studies, visit https://www.jdpower.com/business/resource/us-kitchen-and-laundry-appliance-satisfaction-studies.

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, South 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: www.jdpower.com/business/about-us/press-release-info

Treating Wireless Customer Care as a Product Instead of Service Pays Off, JD Power Finds

2019-07-31

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COSTA MESA, Calif.: 1 Aug 2019 — Wireless customers are more satisfied with carriers that position customer care as a product instead of an obligatory service, according to the JD Power 2019 U.S. Wireless Customer Care Full-Service Performance Study^SM—Volume 2 and the JD Power 2019 U.S. Wireless Customer Care Non-Contract Performance Study^SM—Volume 2, released today.

“Simply resolving a problem does not cut it anymore in terms of customer satisfaction,” said Ian Greenblatt, Managing Director at JD Power. “Wireless carriers with higher satisfaction ratings not only resolve problems the first time but delight their customers during their interaction.By treating customer service like a ‘capital-P’ product, the interaction goes beyond obligatory problem resolution, becoming a pleasant, personalized resolution experience with impressive gains in customer satisfaction.”

Study Results

For full-service carriers, T-Mobile ranks highest with a score of 847. Verizon Wireless (824) ranks second and AT&T (788) ranks third. The full-service segment average is 806.

For non-contract full-service carriers, Cricket ranks highest with a score of 829. Metro by T-Mobile (822) ranks second and Boost Mobile (815) ranks third. The non-contract full-service segment average is 815.

For non-contract value carriers, Consumer Cellular ranks highest with a score of 861. Straight Talk (784) ranks second and TracFone (744) ranks third. The non-contract value carrier segment average is 789.

The 2019 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 and the 2019 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2 is based on responses from 12,467 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 12 different customer care channels: phone customer service reps; in-store contact; online chat; email; social media post; carrier app question post; automated telephone systems; website search; social media search; user forum; video from carrier; and carrier app search.

The studies were fielded from January through June 2019.

For more information about the U.S. Wireless Customer Care Full-Service Performance Study and the U.S. Wireless Customer Care Non-Contract Performance Study, visit https://www.jdpower.com/business/resource/us-wireless-customer-care-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, South 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

Younger Generations Cozying Up to Smart Thermostats, JD Power Finds

2019-08-13

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COSTA MESA, Calif.: 14 Aug 2019 — Overall satisfaction for smart thermostats has increased for the third consecutive year, as more customers are finding their thermostats to be easy to install and use, according to the JD Power 2019 Smart Thermostat Satisfaction Report,^SM released today. Overall satisfaction among smart thermostat customers is 889, up 12 points from 2018.

“Smart thermostat manufacturers’ focus on easing the installation and use of smart thermostats has been paying off,” said Christina Cooley, At Home Intelligence Lead at JD Power. “The next step is for these brands to find ways to better communicate to their users just how much money they are saving once installed, to drive the overall value of the thermostat.”

The 2019 Smart Thermostat Satisfaction Report measures overall customer satisfaction with smart thermostat brands among those who purchased a smart thermostat system within the past 12 months. Satisfaction is examined across 10 factors (listed in order of importance): ease of use; ease of install/setup; reliability; energy efficiency; price paid; effectiveness of heating/cooling; internet connectivity; usefulness of app; variety of features; and customer service. Satisfaction is calculated on a 1,000-point scale. The report is based on responses from 1,179 customers and was fielded in June through July 2019.

Study Rankings

Lennox ranks highest in overall satisfaction with a score of 898, followed by Carrier (893) and Nest (890).

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, South 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 www.jdpower.com/business/about-us/press-release-info

Small Business Commercial Insurance Customer Satisfaction Reaches All-Time High Thanks to Investments in Digital, Servicing and Product Expansion, JD Power Finds

2019-08-13

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COSTA MESA, Calif.: 15 Aug. 2019— Small business owners have never been more satisfied with their insurance providers, according to the JD Power 2019 U.S. Small Commercial Insurance Study,^SM released today. The all-time high satisfaction score of 844 (on a 1,000-point scale) follows three years of stagnant satisfaction levels and is the result of insurance company investment in technology, servicing, product expansion and dedicated infrastructure designed to support small business customers.

“Insurers have focused on improving their approach to the small commercial market and it shows,” said David Pieffer, Practice Lead, Property & Casualty Insurance Practice. “Technology has become an increasingly critical component in the small commercial insurance offering. Digital channels are now more influential than ever before in shaping commercial customer experiences and this will be an important area of focus moving forward as technology continues to evolve rapidly and more customers interact with their insurers via electronic channels.”

The 2019 U.S. Small Commercial Insurance Study is based on responses from 3,221 small commercial insurance customers. The study, now in its seventh year, examines overall customer satisfaction among small 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. Satisfaction is calculated on a 1,000-point scale. The study was fielded in April-June 2019.

Study Rankings

Nationwide ranks highest in overall customer satisfaction with a score of 868. American Family (864) ranks second while Chubb (858) andFarmers (858) rank third in a tie.

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, South 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: www.jdpower.com/business/about-us/press-release-info

Wireless Carriers Losing Device Sales to Amazon as Website and In-Store Purchase Experiences Waver, JD Power Finds

2019-08-13

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COSTA MESA, Calif.: 15 Aug. 2019 — Wireless carriers are confronting increased competition for device sales from third-party ecommerce sites, according to the JD Power 2019 U.S. Wireless Purchase Experience Full-Service Performance Study^SM—Volume 2 and the JD Power 2019 U.S. Wireless Purchase Experience Non-Contract Performance Study^SM—Volume 2.

Specifically, the percentage of device purchases made via carriers’ websites and overall level of customer satisfaction with those purchases has declined since the Volume 1 study, released in January 2019. Meanwhile, the total percentage of wireless purchases made via Amazon.com has increased by 3 percentage points during the same period, and customers who purchase via amazon.com are much more satisfied with their purchase experience than with their carrier website (884 vs. 851, on a 1,000-point scale).

“Wireless carriers have made meaningful investments in their digital channels, and while those investments are positively influencing customer care, there is still room for improvement when it comes to optimizing purchase experience,” said Ian Greenblatt, Managing Director at JD Power. “Carriers need to be positioned to satisfy their customers’ shopping preferences as the industry gets closer to 5G and the introduction of new phone models.”

Study Results

For full-service carriers, T-Mobile ranks highest with a score of 864. Verizon Wireless (837) ranks second and AT&T (836) ranks third.

For non-contract full-service carriers, Cricket ranks highest with a score of 862. Metro by T-Mobile (851) ranks second and Boost Mobile (850) ranks third.

For non-contract value carriers, Consumer Cellular ranks highest with a score of 876. TracFone (834) ranks second and Straight Talk (832) ranks third.

Now in the 16th year of publication, the U.S. Wireless Purchase Experience Full-Service Performance Study and U.S. Wireless Purchase Experience Non-Contract Performance Study evaluate the wireless purchase experience of customers who use any one of three purchase channels: phone calls with sales representatives; visits to a retail wireless store; or online/website. Overall purchase experience satisfaction with both full-service and non-contract carriers is measured in six factors (in order of importance): store sales representative; website; phone sales representative; offerings and promotions; store facility; and cost of service. The studies were fielded from January through June 2019.

For more information about the U.S. Wireless Purchase Experience Studies, visit https://www.jdpower.com/business/resource/us-wireless-purchase-experience-performance-studies

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, South 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: www.jdpower.com/business/about-us/press-release-info