Category: United States

Will Declining Satisfaction Keep Mattress Manufacturers Awake at Night?

2018-11-13

jdp-root

COSTA MESA, Calif.: 14 Nov. 2018 — Mattress customer satisfaction is declining due to lack of support, durability and comfort levels, according to the JD Power 2018 Mattress Satisfaction Report.^SM

Satisfaction declines to 840 (on a 1,000-point scale) from 842 in 2017. Only two of seven factors show improvement in 2018, with the greatest decline in the support factor (843 in 2018 vs. 855 in 2017).

“Although price is big reason people are choosing their mattress brand, it remains imperative that the product itself remains a priority,” said Greg Truex, Managing Director at JD Power. “Comfort of the mattress is the biggest driver of satisfaction and if the issues with support and durability remain, manufacturers will only see a continued decline in satisfaction.”

Mattress Satisfaction Rankings

Sleep Number ranks highest in customer satisfaction, performing above the industry average with a score of 867, performing particularly well in the support; durability; comfort; features; price; and warranty factors. Tempur-Pedic (848) ranks second and Serta (842) ranks third.

The 2018 Mattress Satisfaction Report, in its fourth year, measures customer satisfaction with mattress purchases based on seven factors (in order of importance): comfort; price; support; durability; warranty; features; and customer service.

The report is based on responses from 937 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded in October 2018.

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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts
Jillian Breska; Costa Mesa, Calif.; 714-481-9115; [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

 

Satisfaction Improves among Wireless Router Customers, JD Power Finds

2018-11-13

jdp-root

COSTA MESA, Calif.: 14 Nov. 2018 — Overall wireless router customer satisfaction improves in 2018 to 841 (on a 1,000-point scale) from 833 in 2017. Satisfaction improves in eight of the 10 factors measured in the study, with the largest improvement in intuitiveness of software user interface (up 16 points), according to the JD Power 2018 Wireless Router Satisfaction Report,^SM released today.

The 10 factors measured in the 2018 report include (in order of importance): Wi-Fi range; reliability; speed of upload/download; restore connection easily; security capabilities; price; ease of use; variety of features; intuitive user interface; and customer service.

“Although wireless routers can be straight-forward, manufacturers that continue focusing on the basics of customer service such as pricing and problem resolution will remain the leaders of the pack,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at JD Power. Greenblatt noted that 46% of customers chose their router based on price, and those that cite a problem that was resolved have nearly double the satisfaction scores than those who did not (808 vs. 498, respectively).

Wireless Router Satisfaction Rankings

Linksys (848) ranks highest in customer satisfaction with wireless routers for the first time, performing particularly well in reliability of service; ease of set-up during installation; range of Wi-Fi signal strength; ability to restore service with minimal effort; security; and customer service experience. Asus and TP-Link rank second in a tie with a score of 843. Netgear (839) ranks fourth and Belkin (833) ranks fifth.

The 2018 Wireless Router Satisfaction Report, now in its fourth year, is based on responses from 846 current owners of wireless routers who purchased their device during the 12-month period prior to report fielding in October 2018.

For more information about the U.S. Wireless Router Satisfaction Report, visit: https://www.jdpower.com/business/resource/jd-power-wireless-router-satisfaction-report

See the online press release at http://www.jdpower.com/pr-id/2018216.

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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

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 www.jdpower.com/about-us/press-release-info

 

New-Vehicle Quality in China Decreases; New-Car Smell Improves, JD Power Finds

2018-09-25

jdp-root

BEIJING: 27 Sept. 2018 – New-vehicle quality in China has slightly decreased after years of continuous improvement, but the new-car smell, which has long been the top complaint by vehicle owners in China, has substantially improved, according to the JD Power 2018 China Initial Quality Study^SM (IQS), released today.

The study, now in its 19th year, measures new-vehicle quality by examining problems experienced by new-vehicle owners within the first two to six months of ownership in eight problem categories. The overall initial quality score is determined by problems reported per 100 vehicles (PP100), with a lower number of problems indicating higher quality.

After years of significant progress in new-vehicle quality, the industry initial quality in 2018 is 2 PP100 higher than in 2017, with a score of 105 PP100. The decrease is a result of an increase in design problems such as navigation system inaccurate; windows fog up excessively/ don’t clear quickly; built-in Bluetooth mobile phone/ device has frequent pairing/ connectivity issues; audio system difficult to use; and built-in voice recognition frequently doesn’t recognize.

“Along with the development of automotive manufacturing technology and process, the defect/ malfunction-related problems have continuously improved, while the design-related problems have been rising. It is predictable that with the increase in the installation of smart-connected in-vehicle devices, design problems will be more critical to the usability of the car,” said Jacob George, Vice President and General Manager, JD Power Asia Pacific. Over the past three years, the number of defect/ malfunction-related problems has dropped by 2 PP100, and the design-related problems have increased by 5 PP100.  

However, there has been a notable improvement in historically Chinese-specific issues such as unpleasant interior smell (improvement of 4.8 PP100 from 2017), followed by excessive road noise (3.6 PP100); engine loses power when air conditioning is on (2.7 PP100); excessive wind noise (2 PP100); and excessive fuel consumption (1.9 PP100).

“It’s a good sign that the Voice of the Customer is increasingly making an impact and being heard. We are glad to see most automotive manufacturers in China have begun to recognize those Chinese-specific problems raised by consumers and have been trying to improve them,” said Jeff Cai, General Manager of Auto Product, JD Power China.

Following are additional findings of the study:

• New-energy vehicles have far more problems than fossil-fuel vehicles (141 PP100 vs. 105 PP100, respectively): The three biggest gaps between the two are air conditioning doesn’t achieve/ maintain desired temperature; engine loses power when air conditioning is on; and seat materials scuffs/soil easily.

• Gap between Chinese domestic brands and international brands expands after narrowing over seven years: From 2011 to 2017, the gap had reduced from 101 to 13 PP100, but it has increased to 15 PP100 this year. The problem areas with the biggest gaps are heating/ ventilation/ air conditioning (HVAC); exterior; and engine/ transmission.

• More vehicle brands and models enter the market: The number of brandsthat are covered in the 2018 study is 13 more than last year, and the number of models has increased by 34, compared with 2017.

Highest-Ranked Brands and Models

Porsche ranks highest in initial quality among luxury brands for the fifth consecutive year, with a score of 69 PP100.  Beijing Hyundai is the highest-ranked mass market brand, with a score of 87 PP100. GAC Trumpchy ranks highest in initial quality among Chinese domestic brands for the sixth consecutive year.

Beijing Hyundai has three models (Hyundai Reina, Hyundai Langdong Elantra and Hyundai Tucson) that receive model-level awards.

• Lexus models that rank highest in their segments are Lexus NX and Lexus RX.

• Mercedes-Benzmodels that rank highest in their segments are Mercedes-Benz CLA-Class and Mercedes-Benz GLA-Class.

• FAW-Toyota models that rank highest in their segments are Toyota Crown and Toyota Land Cruiser Prado.

• SAIC Volkswagen models that rank highest in their segments are Volkswagen Polo and Volkswagen Touran L.

• Changan Car models that rank highest in their segments are Changan CS55 and Changan Linmax.

• Roewe eRX5, BAIC BJEV EC Series and BYD Qin are the highest-ranked models in the inaugural new-energy vehicle (NEV) segment. JD Power is going to conduct and publish a dedicated new-energy vehicle quality study in China for the first time in 2019. 

Other models that rank highest in their respective segments are Porsche Cayenne; Cadillac XTS; Skoda Superb; GAC Trumpchi GS8; Buick New GL8; Honda City Fengfan; Peugeot 408;and Baojun 510.

The 2018 China Initial Quality Study is based on responses from 33,404 vehicle owners who purchased their cars between June 2017 and May 2018. The study includes 285 passenger-vehicle models from 77 different brands. The study was fielded from December 2017 through July 2018 in 71 major cities across China.

JD Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, California, and has offices in Shanghai, Beijing, Tokyo, Singapore, and Bangkok serving the Asia Pacific region. JD Power is a portfolio company of XIO Group, a global alternative investments firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. For more information, please visit china.jdpower.com or stay connected with us on JD Power WeChat and  Weibo.

Media Relations Contacts
Geno Effler; JD Power; Costa Mesa, California, USA; 001-714-621-6224; [email protected]
Shana Zhuang; JD Power; China; +86 21 8026 5719; [email protected]

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

# # #

NOTE: Four charts follow.

 

Chase Ranks Highest in Customer Satisfaction in JD Power National Banking Study

2018-09-25

jdp-root

COSTA MESA, Calif.: 27 Sept. 2018 — Convenience, seamless digital offerings and strong checking account and credit card offerings have become the formula for customer satisfaction with the country’s largest retail banks. According to the JD Power 2018 U.S. National Banking Satisfaction Study,^SM Chase ranks highest by consistently performing well in this formula, while excelling at preventing and resolving customer problems when they arise.

The study, now in its second year, provides a comprehensive view of customer experience with all retail bank product lines for the six national banks in the United States that account for 44%^[1] of total domestic deposits. It evaluates bank customer experience across six factors: channel interactions; deposit accounts; credit accounts; investment accounts; convenience; and problem resolution.

“The core value proposition for the largest retail banks is delivering a consistent customer experience anywhere, anytime—and across all interaction channels,” said Bob Neuhaus, Financial Services Consultant at JD Power. “As we dig into the results, it becomes clear that consistency, above all else, is what sets the top performers apart from the pack. Whether it’s through a credit card, a branch or a mobile banking interaction, national bank customers are most satisfied when they can rely on their bank for a consistent multi-channel experience.”

Chase ranks highest with an overall satisfaction score of 854 (on a 1,000-point scale), followed by PNC with a score of 849 and U.S. Bank with a score of 839.

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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

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

 

Overall Residential Wireline Customer Satisfaction Increases Across the Board, JD Power Finds

2018-09-25

jdp-root

COSTA MESA, Calif.: 27 Sept. 2018 — Residential wireline companies that focus on finding newer, more effective ways of communicating with their customers have driven the increase of customer satisfaction, according to the JD Power 2018 U.S. Residential Television Service Provider Satisfaction Study^SM; the JD Power 2018 U.S. Residential Internet Service Provider Satisfaction Study^SM; and the JD Power 2018 U.S. Residential Telephone Service Provider Satisfaction Study.^SM

“It is clear wireline companies are putting the customer experience first, and it is paying off,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at JD Power. “Finding ways to make call centers more efficient and clarifying billing statements and contracts are just a few relatively easy things companies can be doing to improve the customer experience. Additionally, methods in which companies are communicating service and product updates have been evolving with the technology itself and has proven to be a valuable approach to high customer satisfaction.”

Study Rankings

Residential Internet Service Provider Satisfaction Study
Verizon ranks highest in the East region (750); AT&T/DIRECTV ranks highest in the North Central region (717) and the South region (749); and Cable One ranks highest in the West region (722).

Residential Telephone Service Provider Satisfaction Study
Verizon ranks highest in the East region (768); AT&T/DIRECTV ranks highest in the North Central region (747) and South region (776); and Cox Communications ranks highest in the West region (751).

Residential Television Service Provider Satisfaction Study
DISH Network performs highest in overall satisfaction in the national segment with a score of 753.  DISH Network ranks highest in the North Central region (754) and West region (749). AT&T/DIRECTV ranks highest in the East region (767) and South region (765).

The annual wireline studies, now in their 17th year, evaluate residential customers’ experiences with TV, internet and phone services in four geographical regions: East, South, North Central and West. The ISP and telephone studies measure customer satisfaction across five factors: network performance and reliability; cost of service; billing; communication; and customer service. The TV study measures satisfaction in those same five factors plus a sixth: programming.

The 2018 U.S. wireline studies are based on responses from 27,765 customers nationwide who evaluated their cable/satellite TV, high-speed internet and telephone service providers. The studies were fielded in four waves:  November 2017, January-February 2018, April-May 2018 and July 2018.

For more information about the U.S. Wireline studies visit https://www.jdpower.com/business/resource/us-residential-internet-service-provider-customer-satisfaction-study, https://www.jdpower.com/business/resource/jd-power-residential-telephone-customer-satisfaction-study or https://www.jdpower.com/business/resource/us-residential-television-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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts
Geno Effler; West Coast; 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/about-us/press-release-info

 

Life Insurers’ Focus on Customer Experience is Key for Increasing Satisfaction, JD Power Finds

2018-09-25

jdp-root

COSTA MESA, Calif.: 27 Sept. 2018 — Insurers, specifically multi-line insurers, that have increased their efforts on improving the customer experience, have seen an overall increase in customer satisfaction, according to the JD Power 2018 U.S. Life Insurance Study.^SM However, the industry as a whole declines significantly in 2018.

“If life insurance companies want to see an increase in satisfaction, they must place the customer at the center of their growth strategy,” said Robert Lajdziak, Business Consultant for the North American Insurance Practice at JD Power. “Historically, life insurance companies focus most of their energy and planning around the point of sale and generally neglect following through on the customer experience post-sale.”

The 2018 study finds multi-line property and casualty-focused insurers as well as retirement-focused institutions, on average, rank higher than traditional life insurance companies and improve since last year on customer experience. “Life insurance companies have started to focus on customer experience in the past three years,” said Lajdziak. “The P&C-focused and retirement-focused brands have the upper hand here because they have deeper customer relationships across multiple products and have made customer satisfaction a central component of their business strategy.”

Study Rankings

State Farm ranks highest for the fifth consecutive year (825). Northwestern Mutual (812) ranks second followed by Nationwide (810).

The JD Power 2018 U.S. Life Insurance Study^SM is a syndicated benchmarking study profiling the experiences of customers from the largest life insurance companies in the United States. The study is based on responses from 5,391 individual life insurance customers surveyed in June-July 2018.

To measure customer satisfaction, critical-to-customer experience factors are examined using an index model. The model identifies the dominant factors that impact customer satisfaction and behavior and provides a benchmark of excellence for each. The U.S. Life Insurance Study measures overall customer satisfaction based on performance in four factors (in alphabetical order): annual statement and billing; interaction; policy offerings; and price.

For more information about the U.S. Life Insurance study visit: http://www.jdpower.com/business/resource/us-individual-life-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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts
Geno Effler; West Coast; 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

 

Retail Sales to Decline in September; Weather Affects Sales for Second Consecutive Year

2018-09-26

jdp-root

DETROIT: 27 Sept. 2018 — New-vehicle retail sales in September are expected to fall from a year ago, according to a forecast developed jointly by JD Power and LMC Automotive. Retail sales are projected to reach 1,172,700 units, a 2.8% decrease compared with September 2017 on a selling day adjusted basis. (Note: September 2018 has one less selling day than September 2017).

“For the second consecutive year, storms have disrupted the pattern of new vehicle sales in September,” said Thomas King, Senior Vice President of the Data and Analytics Division at JD Power. “Sales in North and South Carolina through the first three weeks were down 12% due to Hurricane Florence. Conversely, while sales in the adjacent areas were up 19% vs. the Hurricane Irma-effected results of last year. Despite the storm, we expect some of the sales to be made up this month, and the remaining to be recovered in October.”

Incentive spending in September is on pace to fall the for the third month in a row and marks the first time this year that spending on trucks/SUVs has fallen. September to-date spending was $3,910 per unit, down $152 from the same time last year. Spending on cars was down $371, while spending on trucks/SUVs was down $52.

“Reduced spending for the industry is partially a reflection of the reduced availability of low APR offers as interest rates rise,” King said. “Finance deals with an APR of less than 1% have accounted for 5.3% of sales in September, down from 8.2% last year. However, as trucks/SUVs approach 70% mix of retail sales, any imbalances in inventory could place pressure on spending to rise in Q4.” Trucks/SUVs have accounted for 69% of sales through month-to-date and are on pace to exceed 70% by October.

JD Power and LMC Automotive U.S. Sales and SAAR Comparisons

	September 20181	August 2018	September 2017
New-Vehicle Retail Sales	1,172,700 units (-2.8% lower than September 2017)2	1,258,569 units	1,255,332 units
Total Vehicle Sales	1,430,500 units (-2.2% lower than September 2017)2	1,477,971 units	1,521,406 units
Retail SAAR	14.5 million units	13.1 million units	15.2 million units
Total SAAR	17.4 million units	16.6 million units	18.1 million units

¹Figures cited for September 2018 are forecasted based on the first 18 selling days of the month.
²September 2018 has 25 selling days, while September 2017 had 26 selling days in the month.

• The average new-vehicle retail transaction price to date in September is $32,003, an all-time monthly record. The previous high for the month of September—$31,543—was set last year.
• Average incentive spending per unit to date in September is $3,910, down from $4,061 during the same period last year.
• Consumers are on pace to spend $38.1 billion on new vehicles in September, which is $1.5 billion less than last year’s level.
• Truck/SUVs account for 69% of new-vehicle retail sales through Sept. 23—the highest level ever for the month of September—making it the 27th consecutive month above 60%.
• Days to turn, the average number of days a new vehicle sits on a dealer lot before being sold to a retail customer, is 69 days through September 23, down 6 days from last year.
• Fleet sales are expected to total 257,800 units in September, up 0.8% from September 2017. Fleet volume is expected to account for 18% of total light-vehicle sales, which is flat vs. last year.

Jeff Schuster, President, Americas Operations and Global Vehicle Forecasts at LMC Automotive, said, “While the auto industry has exhibited mixed health signals, there have been some improvements in recent weeks and vehicle sales have quietly maintained a solid pace. Trade and rising interest rate risk remain real factors in the background, clouding investment decisions and potential future consumer purchases.”

LMC’s forecast for 2018 total light-vehicle sales remains at 17.2 million units, an increase of just 0.1% from 2017. The retail light-vehicle forecast remains at 13.8 million units, a decline of 1.3% from 2017. Fleet volume is expected to rise by 6.1% and account for 20% of total light-vehicle sales.

U.S. Retail SAAR— September 2017 to September 2018

[[{“fid”:”960396″,”view_mode”:”default”,”fields”:{“format”:”default”,”field_file_image_alt_text[und][0][value]”:false,”field_file_image_title_text[und][0][value]”:false},”link_text”:null,”type”:”media”,”field_deltas”:{“1”:{“format”:”default”,”field_file_image_alt_text[und][0][value]”:false,”field_file_image_title_text[und][0][value]”:false}},”attributes”:{“height”:”297″,”width”:”474″,”class”:”media-element file-default”,”data-delta”:”1″}}]]

(in millions of units)
Source: Power Information Network^® (PIN) from JD Power

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

 

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]

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

 

2018 U.S. Business Wireless Satisfaction Study

2018-10-09

jdp-root

COSTA MESA, Calif.: 11 Oct. 2018 — Business wireless customers with an assigned representative for customer assistance have vastly higher satisfaction than those who must call a general help line, according to the JD Power 2018 U.S. Business Wireless Satisfaction Study.^SM.

All three segments in the study show increases in overall customer satisfaction, with the segment of large enterprise companies having the highest overall satisfaction with a score of 838 (on a 1,000-point scale), up from 813 in 2017.

“When customers have a specific point of contact, it reduces the amount of time on hold, reduces the likelihood of being transferred and it increases their level of understanding,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at JD Power. “Having more direct-contact representatives available not only increases customer service satisfaction, but it can increase customer loyalty in the long run.”

The 2018 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors: performance and reliability; customer service; sales representatives and account executive; billing; cost of service; and offerings and promotions. Overall satisfaction is measured among three key segments: large enterprise (500 or more employees); small/midsize (20-499 employees); very small business (1-19 employees).

Study Rankings

Large Enterprise
T-Mobile (871) ranks highest in the large enterprise segment. AT&T (843) ranks second, while Verizon (834) ranks third.

Small/Medium
T-Mobile (846) ranks highest in the small/medium business segment, with Verizon (835) ranking second and AT&T (827) ranking third.

Very Small
T-Mobile (826) ranks highest in the very small business segment, followed by Verizon (788) and AT&T (755).

The study is based on responses from 2,731 business decision makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in July-August 2018.

For more information about the U.S. Wireline studies visit: https://www.jdpower.com/business/resource/us-business-wireless-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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts
Geno Effler; West Coast; 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/about-us/press-release-info

 

JD Power and Reputation.com Create Alliance Integrating Social Media & Reputation Management with Strategic Customer Experience Solutions

2018-10-12

jdp-root

COSTA MESA and REDWOOD CITY, Calif.: 16 Oct. 2018 — Continuing to build the industry’s leading-edge, most comprehensive customer experience solution, JD Power has taken another step in building a digital ecosystem that will enable brands to more effectively understand the elements of customer satisfaction, this time through an alliance with Reputation.com.

The alliance combines JD Power’s world-leading consumer research, data analytics and advisory capabilities with Reputation.com’s unmatched technology for capturing customer insights from social media and review sites, to create a unified customer experience data solution for B2C enterprises around the world.

This combination of JD Power’s capabilities and the Reputation.com platform allows a more holistic view of customer feedback allowing clients to balance both stated and social media feedback to deliver an improved experience to their customers.

Until now, consumer-facing businesses were unable to capture, consolidate and deeply analyze customer feedback from market research, surveys, online consumer reviews, social media posts and other sources in a unified, integrated platform.

Under the alliance, JD Power provides its data and analytics expertise and Reputation.com applies machine learning and natural language processing to the cloud of unstructured text on social media and review sites. The combination delivers a unique platform for generating the customer experience insights companies need to improve operations, raise Net Promoter Score^®, raise Reputation Score, differentiate service and compete more effectively. 

“Managing a brand’s online reputation—and balancing it with other sources of feedback—has never been more important,” said Bernardo Rodriguez, Chief Digital Officer at JD Power. “We can advise clients on their online reputation and how that plays into their overall customer satisfaction related to JD Power benchmarks and customer research. Top companies want to differentiate themselves on customer experience, and that means taking a holistic look at all forms of customer feedback.”

JD Power’s industry benchmarks and reputation for independence and integrity have established it as one of the world’s most well-known and trusted brands. The organization has captured and analyzed the Voice of the Customer across more than a dozen industries globally for 50 years. Through its proprietary index model, the company identifies the many drivers of customer experience, accurately measures and links their effect to business results, and uncovers insights to drive results for clients.

Reputation.com’s cloud-based reputation and customer experience management platform for large enterprise provides a 360-degree view of online reputation and customer sentiment, enabling clients to effectively manage every aspect of the online and onsite customer experience. The platform’s advanced analytics and reporting capabilities provide valuable operational insights that help clients be more efficient, deliver better service and drive traffic, visits and revenue.

“JD Power has perfected its data analytics and consumer insight capabilities and is the established global leader across a range of major industry verticals,” said Joe Fuca, Chief Executive Officer at Reputation.com. “Combining this data analytics expertise with Reputation.com’s insights from the social web creates a powerful and comprehensive solution that will benefit both organizations’ customers around the world.”

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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Reputation.com delivers the only integrated SaaS platform that helps enterprises improve their reputation with consumers online and onsite, across the entire customer journey—from finding a location on search, to conversion, to operational improvements that deliver a better customer experience.

Reputation.com technology has managed tens of millions of consumer reviews, surveys and social media interactions across hundreds of thousands of local points of presence for global companies spanning 77 industry verticals, including healthcare, retail, automotive, restaurants and others. Reputation.com is a World Economic Forum Global Growth Company and is funded by the same top-tier venture capital firms that backed Google, Facebook, Cisco and Microsoft. To learn more, visit www.reputation.com.

Media Relations Contacts
Geno Effler; JD Power; 714-621-6224; [email protected]
Brigit Valencia; BOCA Communications; 360-597-4516; [email protected]

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

 

JD Power and ClickFox Create Alliance that Identifies Cross-Channel Consumer Interactions to Improve Omni-Channel Customer Experience

2018-10-16

jdp-root

COSTA MESA, Calif.: 18 Oct. 2018 — Expanding its industry-leading customer experience solutions, JD Power today announced a unique global alliance with ClickFox that combines JD Power’s world-leading consumer research, data analytics and customer experience advisory capabilities with ClickFox’s industry-leading customer journey analytics platform which analyzes billions of cross-channel journey interactions at the world’s largest financial services, energy, retail, healthcare and insurance companies.

The alliance brings together JD Power’s expertise in market-leading industry research, benchmarks, customer experience advisory services and customer experience optimization with ClickFox’s one-of-a-kind platform connecting customer data across any channel into sequential customer journeys over time. The analysis of customer, patient, employee and device journeys across channels allows organizations to determine actual customer interaction paths. When sources of friction are identified, the best initiatives can be identified and executed to improve the customer experience.

“This alliance allows us to drill into the next level of detail across omni-channel interactions to identify moments where we can lift the customer experience,” said Bernardo Rodriguez, Chief Digital Officer at JD Power. “We can now provide an additional level of analysis to make the best recommendation for organizations that want to increase the ROI of their experience optimization initiatives.”

Large and medium-sized global companies can potentially reap billions of dollars in cost savings and revenue growth by better understanding the journey that customers take while engaging with a retailer or service provider.

“Our daily consumer experiences can be translated into journeys, and this alliance ensures that journeys of the future will deliver the best experience for all types of human interactions,” said Marco Pacelli, Chief Executive Officer at ClickFox. “Our joint go-to-market solution enables JD Power customers to leverage a proven market-leading platform, analytics and expertise to provide an exceptional customer experience.”

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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

ClickFox, Inc., The Journey Company, offers a one-of-a-kind platform that connects data from ANY source into sequential journeys over time, allowing the business to analyze and syndicate connected journeys. Analyzing customer, patient, employee, and device journeys has proven to be the most effective way to make informed business decisions and surface tangible opportunities from big data. By leveraging ClickFox’s proprietary journey algorithms and Journey Science approach, Fortune 500 clients have gained insights leading to significant customer experience improvement and billions in cost savings and revenue growth. Learn more at www.clickfox.com.

Media Relations Contacts
Geno Effler; JD Power; 714-621-6224; [email protected]
Lauren Smith; ClickFox; 619-804-2574; [email protected]

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