Category: United States

Vehicle Dependability Improvement in China Slows after Years of Significant Progress, JD Power Finds

2018-09-18

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SHAHGHAI: 20 Sept. 2018 – After years of significant progress, the momentum of vehicle dependability improvement in China is slowing down. The resolution of recurring quality problems is essential for the industry to gain back the previous levels of progress, according to JD Power 2018 China Vehicle Dependability Study (VDS), released today.

The study, now in its ninth year, measures the number of problems experienced per 100 vehicles (PP100) during the past 12 months by original owners of 30- to 48-month-old vehicles. A lower score reflects higher quality. The study covers 177 specific problems grouped into eight major vehicle categories: vehicle exterior; driving experience; features/ controls/ displays; audio/ entertainment/ navigation; seats; heating, ventilation and cooling (HVAC); vehicle interior; and engine/ transmission.

The industry-level vehicle dependability score has dramatically dropped to 156 PP100 in 2015 from 298 PP100 in 2010, when JD Power first released the study in China. During the past three years, however, the average industry score has shown a minor regression, increasing by 4 PP100 from 141 PP100 in 2016 to 145 PP100 in 2018. 

“The deceleration of improvement indicates that the automotive industry has been entering into a critical time frame, when even tiny progress requires great effort,” said Jeff Cai, General Manager, Auto Product, JD Power China. “Frequently reported problems are the hardest to resolve for multiple reasons; however, given that what each customer experiences with vehicle dependability will very likely affect future repurchase intentions, automakers and dealers have to work together to figure out these recurring problems as soon as possible.”

Among the top 10 problems most often reported by mass market vehicle owners in the past three years, five are common problems, including front windshield wipers/ washers–broken/ not working; excessive wind noise; brakes are noisy; exterior light bulb failed; and air from vents smells unpleasant.

Following are additional findings from the 2018 study:

• Gap remains between domestic and international brands: The gap between the two segments is 30 PP100 this year (167 PP100 domestic and 137 PP100 international), which remains the same as in the 2017 study.
• Domestic brands lag behind other countries in almost all problem categories: The performance of domestic brands is worse than other brands in seven of eight problem categories, and perform only slightly better than Korean and Japanese brands in one category: audio/ communication/ entertainment/ navigation (ACEN).

Highest-Ranked Models

A total of 20 vehicle segments are eligible for awards in the 2018 China Vehicle Dependability Study. Porsche (Macan, Cayenne), BMW (5 Series, 7 Series) and Beijing Hyundai (Mistra, Tucson) each have two models that receive segment awards, respectively.

Other models that rank highest in their respective segments are the smart fortwo; Chevrolet Sail; Toyota Yaris L; Volkswagen Santana; Ford Focus Classic; Kia K5; Audi A4L; Volvo S60L; Haval H2; Honda Vezel; Toyota Land Cruiser Prado; Land Rover Range Rover Evoque (Import); Baojun 730; Buick New GL8; and Changan Star.

The 2018 study is based on the evaluations of 28,868 owners of vehicles purchased between November 2013 and November 2015. The fieldwork was conducted from November 2017 through May 2018 in 67 cities across China. For this year’s study, 210 models of 61 makes across 21 vehicle segments were analyzed.

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

 

North America Airports Set Record for Passenger Satisfaction Amid Surging Passenger Volumes and Ongoing Construction Projects, JD Power Finds

2018-09-18

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COSTA MESA, Calif.: 19 Sept. 2018 — North America airports have managed to shrug off the potentially disruptive effects of record passenger volumes and massive construction projects to achieve a record high in overall passenger satisfaction. According to the JD Power 2018 North America Airport Satisfaction Study,^SM across-the-board improvements in five factors: check-in; food, beverage and retail; accessibility; terminal facilities; and baggage claim helped drive overall passenger satisfaction to 761 (on a 1,000-point scale), 12 points higher than last year’s study.

“North America airports have been doing a tremendous job managing passenger volume, adding amenities, and keeping travelers moving despite some noteworthy challenges, but they will be put to the true test over the next few years,” said Michael Taylor, Travel Practice Lead at JD Power. “Several multi-billion-dollar airport construction projects—such as those in Boston, Los Angeles and Chicago—are reaching phases in which passenger disruption and increased traffic will be incredibly hard to avoid. How well these rapidly expanding airports manage throughout these infrastructure projects will provide valuable insight into what’s in store on a nationwide basis.”

Following are some of the key findings of the 2018 study:

• Overall satisfaction reaches all-time high: Overall customer satisfaction scores reach an all-time high of 761, which is up 12 points from last year’s previous record high. Improvement is driven primarily by a 17-point increase in satisfaction with food, beverage and retail, and an 18-point increase in satisfaction with security check.

• Better airport/TSA communication improves security check satisfaction: The 18-point increase in passenger satisfaction with the security check process is largely attributable to improved communication and cooperation between airport and TSA staff, with leading airports working closely with TSA to align security staffing levels with airport load factors.

• Outsmarting human nature: The highest-scoring component of the airport experience is check-in/baggage check, which has been rising consistently since airports began implementing self-service kiosks and bag tagging. This removes the passenger frustration of waiting for someone else to facilitate a process, reduces lines and allows passengers to move at their own pace.

Airport Satisfaction Rankings

Las Vegas McCarran International Airport and Orlando International Airport rank highest, in a tie, in passenger satisfaction among mega airports, each with a score of 781. Detroit Metropolitan Wayne County Airport (775) ranks third and Denver International Airport (771) ranks fourth.

John Wayne Airport, Orange County ranks highest among large airports, with a score of 815. Dallas Love Field (810) ranks second and Portland (Ore.) International Airport (804) ranks third.

Buffalo Niagara International Airport ranks highest among medium airports, with a score of 814. Indianapolis International Airport (811) ranks second and Fort Myers/Southwest Florida International (810) ranks third.

The 2018 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North America airports by examining six factors (in order of importance): terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail.

Now in its 13^th year, the study is based on responses from 40,183 North America travelers who traveled through at least one domestic airport and covers both departure and arrival experiences (including connecting airports) during the past three months. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from September 2017 through September 2018.

For more information about the North America Airport Satisfaction Study, visit http://www.jdpower.com/resource/north-america-airport-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; 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

 

Credit Card Rewards Battle Continues as Customers Seek Better Programs, JD Power Finds

2018-08-14

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COSTA MESA, Calif.: 16 Aug. 2018 — As credit card customers drive up credit card debt to an all-time high, more of them are switching cards for a better rewards program, according to the JD Power 2018 U.S. Credit Card Satisfaction Study.^SM The study finds that 47% of credit card customers who switched to a new card within the past 12 months did so for a better rewards program.

“Competition is fierce among credit card issuers to provide ever-richer rewards,” said Jim Miller, Senior Director of the Banking Practice at JD Power. “Banks are experiencing record expenses related to the increasing rate of customers redeeming their rewards. To manage profitability, some issuers have eliminated or reduced card benefits. The key for issuers in this highly competitive environment is to make sure they are offering the types of benefits that resonate with current and potential customers. Most customers are aware of only a handful of benefits and use just nearly two of them, so there is room to simplify the benefits offered. It is better to have customers fully understand their benefits rather than provide benefits of which customers aren’t even aware.”

Following are some key findings of the 2018 study:

• Reward value directly linked to satisfaction: The reward amount a customer earns per dollar spent on a credit card is the greatest driver of satisfaction with the rewards program. Overall satisfaction scores among credit card customers with the highest level of satisfaction with amount of rewards earned per dollar spent is 170 points higher (on a 1,000-point scale) than among credit card customers with average satisfaction. Customers with the highest satisfaction are also the least likely to switch card companies.  

• More than one-third of credit card customers do not understand rewards programs: Overall satisfaction scores among credit card customers who fully understand how to earn and redeem rewards is 101 points higher than among those who do not fully understand their rewards programs. They also spend an average of $307 more per month than those who do not fully understand their rewards ($1,291 vs. $984, respectively).  Despite this, 36% of credit card customers say they do not fully understand the rewards available to them.

• Free credit scores emerge as valuable perk: One of the most popular benefits to emerge in the past few years is a free FICO or credit score. Satisfaction when customers receive a free FICO/credit score with their card is 43 points higher than among those customers who do not.

• Digital channel plays key role: Use of a credit card mobile app is associated with a 25-point increase in customer satisfaction, although just 39% of customers are currently utilizing credit card mobile apps. Among those who do use mobile apps, the most frequently used features are viewing transactions/account information and making payments.

• Older customers more satisfied after transitioning to digital billing: Although younger customers (under age 40) have been quicker to adopt digital billing, the effect of switching from paper to digital billing is most pronounced in the over-40 population. Among customers 40 years old and older, satisfaction increases 23 points when customers switch from a traditional paper bill to digital billing. That differential is just 1 point in the under-40 population.

Credit Card Customer Satisfaction Rankings 

Discover ranks highest in customer satisfaction with a score of 836. American Express (830) ranks second and Barclays US (806) ranks third.

The U.S. Credit Card Satisfaction Study, now in its 12th year, measures customer satisfaction with credit card issuers by examining six factors (in descending order of importance): interaction; credit card terms; communication, benefits and services, rewards, and key moments. The study includes responses from 24,018 credit card customers and was fielded from September 2017 through May 2018.

For more information about the 2018 U.S. Credit Card Satisfaction Study, visit http://www.jdpower.com/business/resource/us-credit-card-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; 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 Need to Rethink Web, In-Store Strategies as Device Sales Slow, JD Power Finds

2018-08-15

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COSTA MESA, Calif.: 16 Aug. 2018 — In a maturing wireless market, customer satisfaction is being challenged by the growth of non-carrier online and in-store purchase options, according to the JD Power 2018 U.S. Wireless Purchase Experience Full-Service Performance Study^SM—Volume 2 and the JD Power 2018 U.S. Wireless Purchase Experience Non-Contract Performance Study^SM—Volume 2.

“In a wireless market experiencing fewer device sales and less frequent switching, carriers need to re-evaluate in-store and online purchase offerings,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at JD Power. “An increasing number of wireless customers are turning to general retail stores and websites instead of carrier-owned options, even though customer satisfaction scores are consistently higher for carrier-owned stores and websites. Getting the formula right to keep customers engaged with their brands throughout the purchase experience is critical as the market continues to mature.”

Following are some key findings of the 2018 study:

• Customer satisfaction declines: Customers who make a purchase at a non-carrier store are less satisfied with their sales representative than are customers who make a purchase in a carrier-owned store (16-point differential on a 1,000-point scale) and are less satisfied with the facility (15-point differential). Despite experiencing lower levels of customer satisfaction, one-third of wireless customers make device or plan purchases in non-carrier retail stores.

• Amazon accounts for 31% of all online purchases: When wireless customers make a purchase online, they are much more likely to visit a non-carrier website (60%) than a carrier website (40%), with Amazon alone accounting for 31% of all online purchases of wireless devices and plans.

• Perception is reality for carrier websites: While it takes the same number of web pages to complete a purchase on both carrier and non-carrier websites, customers say that non-carrier websites are easier to navigate, easier to place an order/make changes, and more timely when making a purchase. Two-thirds (67%) of customers who used carrier websites say it required a lot of effort to make their purchase, compared to only 59% of non-carrier websites.

Study Rankings

For full-service carriers, the segment average overall satisfaction score is 838. T-Mobile ranks highest with a score of 854, compared with 855 in Volume 1 of the study.

For non-contract full-service carriers, the segment average is 843. Cricket ranks highest with a score of 857, compared with 849 in Volume 1.

For non-contract value carriers, the segment average is 847. Consumer Cellular ranks highest with a score of 888, compared with 866 in Volume 1.

Now in their 15^th 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; offerings and promotions; phone sales representative; store facility; and cost of service. The studies were fielded from January through June 2018.

For more information about the U.S. Wireless Purchase Experience Full-Service Performance Study and the U.S. Wireless Purchase Experience Non-Contract Performance Study, visit

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

 

There’s More to Windows and Patio Doors than Meets the Eye, JD Power Finds

2018-08-17

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COSTA MESA, Calif.: 22 Aug. 2018 — Customers who feel their homes are more secure and are informed of additional features of new windows and patio doors at the point of sale are most satisfied, according to the JD Power 2018 Windows and Patio Doors Satisfaction Study.^SM

“It may be a given that customers want their homes to be more secure and energy efficient with new window and patio door purchases, however, there are many benefits and product features that are not apparent at first glance,” said Christina Cooley Director, Home Improvement and Technology Practice at JD Power. “If manufacturers and retailers can educate customers on these overlooked features that provide value, they will see an increase in customer satisfaction.”

Now in its 12th year, the JD Power Windows and Patio Doors Satisfaction Study is based on survey responses from 3,797 customers who purchased windows or patio doors within the previous 12 months. The study was fielded in March-April 2018. The manufacturer brand segment measures satisfaction among customers based on performance in three factors (in alphabetical order): appearance and design features; operational performance and durability; and warranty. The retailer segment measures satisfaction among customers based on performance in four factors (in alphabetical order): installation; ordering and delivery; price; and sales staff and service.

Window and Patio Door Manufacturer Brand Rankings

Renewal by Andersen (884) ranks highest in customer satisfaction among window and patio door manufacturer brands and performs particularly well in operational performance and durability. Harvey (879) ranks second and performs particularly well in warranty, followed by Infinity from Marvin (875), performing well in appearance and design features. Overall satisfaction with windows and patio doors is 863, up from 840 in 2017.

Window and Patio Door Retailer Rankings

Window World (879) ranks highest in customer satisfaction among window and patio door retailers and performs particularly well in price. Renewal by Andersen (874) ranks second and performs particularly well in installation and ordering and delivery. Pella (864) ranks third and performs particularly well in sales staff and service.

For more information about the JD Power Windows and Patio Doors Satisfaction Study, visit http://www.jdpower.com/business/resource/jd-power-windows-and-patio-doors-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; 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

 

JD Power Honors Best Resale Value for Mass Market and Luxury Automotive Brands

2018-08-20

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COSTA MESA, Calif.: 22 Aug. 2018 — JD Power continues to turn robust insights into easily digestible information for consumers. The 2018 JD Power Resale Value Awards were presented to automotive manufacturers, recognizing the best resale value across 24 model-level vehicle segments.

“This marks the first time JD Power is utilizing our transaction database of customer insights to recognize brands and models with the best resale value,” said Jonathan Banks, Vice President of Vehicle Valuations & Analytics at JD Power. “We conducted this analysis to provide consumers with a resource that informs them of the depreciation cost they incur when purchasing a new vehicle, thus providing insight on the value of their purchase.”

Model-Level Resale Value Awards

The brand receiving the most model-level awards is Lexus (five model-level awards), followed by Honda and Toyota with four model-level awards each. The RAM 3500 also has the best resale value in the industry.

• Lexus: Lexus IS; Lexus NX; Lexus LS; Lexus GS; and Lexus GX
• Honda: Honda Civic; Honda Accord; Honda Odyssey; and Honda Fit
• Toyota: Toyota Tundra; Toyota Tacoma; Toyota 4Runner; and Toyota Sienna
• Porsche: Porsche Cayman;  Porsche Boxster; and Porsche 911
• Subaru: Subaru WRX and Subaru Crosstrek
• Dodge: Dodge Charger and Dodge Challenger

Other models that rank highest in their respective segments are Acura ILX, Audi Q3, Cadillac Escalade, Chevrolet Tahoe, Jeep Wrangler, Land Rover LR4, and RAM 3500.

For the 2018 award process, 244 vehicle models were evaluated using a sample of over 650,000 transactions with an average of 3,500 data points assessed on each vehicle. The award selection process utilizes used vehicle wholesale prices, which represent how much a dealer buys a used vehicle for. These prices are then divided by the vehicle’s original purchase price. These calculations are based on wholesale records from January through June 2018 for vehicles that are three years old. For the 2018 calculation, 2015 is the applicable model year.

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 Contact
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]

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

 

Bottom Line: Auto Seat Manufacturers Not Sitting on Sidelines, JD Power Finds

2018-08-22

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COSTA MESA, Calif.: 23 Aug. 2018 — As vehicle seats have increased in complexity, manufacturers have been faced with more challenges, but continue to deliver, according to the JD Power 2018 U.S. Seat Quality and Satisfaction Study.^SM 

“Seat manufacturers have made significant gains in improving the customer experience, especially because—pardon the pun—seating is such a critical touch point for vehicle owners,” said Brent Gruber, Senior Director, Global Automotive Quality Practice at JD Power. “As the complexity of seats has increased, so has the opportunity for problems to arise. However, seat manufacturers’ efforts are paying off as problems have decreased 30% since 2014.”

The 2018 Seat Quality and Satisfaction Study is based on responses from more than 75,000 purchasers and lessees of new 2018 model-year cars and light trucks registered in November-December 2017 and January-February 2018. The study was fielded from February through May 2018.

For more information about the JD Power Seat Quality and Satisfaction Study, visit http://www.jdpower.com/business/resource/us-seat-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 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]
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

 

All-New JDPower.com Uses Insights from 3 Million+ Real Owners to Help New-Vehicle Shoppers

2018-08-22

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COSTA MESA, Calif.: 27 Aug. 2018 — The all-new JDPower.com car-shopping website features first-ever access to verified data sourced from actual vehicle owners and makes car shopping accessible on any device. Officially debuting today, the site reveals rankings for individual models and calls out JD Power award winners, according to data gleaned from more than 3.2 million verified owners’ experiences.

Under the tagline, “Real Insights from Real Owners,” the new website provides JD Power ratings, rankings, reviews and award winners—all one place—and introduces a new 100-point rating system to help shoppers cut through the information overload found on most car-shopping sites.

“JD Power has been synonymous with customer satisfaction for 50 years and that remains the case as we gather data from verified new-vehicle owners about quality, dependability, performance and dealership experiences,” said Troy Snyder, Vice President, Consumer Division at JD Power. “This rich feedback is provided for free to shoppers for the first time in a fast and concise manner, whether on a desktop or mobile device. A vehicle usually is the second-costliest purchase a consumer will make, so for everyone to have access to JD Power car market data is another example of why we’re such a trusted consumer resource.”

Initially, consumers can compare makes, models and body styles for model-years 2013 to 2018. Rating, review and award data will continue to expand across the site over the next few months.

Shoppers can access new shopping tools available at JDPower.com, including:

• Largest collection of award-winning vehicles: For decades, JD Power awards, spotlighted in television commercials, have been the most-visible way to learn what vehicles ranked highest in their respective segment of a particular study. Now, anyone can go to JDPower.com and find specific award-winning vehicles—complete with information on how they achieved such a distinction. Car shoppers are able to find the highest quality and most dependable cars on the market.

• “Red Blade Ratings” for a deeper look into a vehicle: Enabling shoppers to dig deeper into a vehicle’s 100-point rating is the first-of-its-kind Red Blade Ratings. Red Blade Ratings encompass nine additional metrics on each model—some of which are quality, comfort and technology features—and are easily viewed on the new consumer website. “Reviewing these quick metrics when determining which car is best out of several possibilities is an important step to deciding on one’s perfect car,” Snyder said.

• Verified owners big data comes to life: JD Power data is based solely on verified feedback from those who own, have owned or used the product being rated. These insights on the new website have been compiled from JD Power studies, including: Vehicle Dependability Study^SM (VDS); Customer Satisfaction Index^SM (CSI); Initial Quality Study^SM (IQS); Automotive Performance, Execution and Layout (APEAL) Study^SM; and Sales Satisfaction Index (SSI) Study^SM.

• Know what to buy—and where to buy it: Dealership experiences for verified owners’ purchase, maintenance or repair work is rated and scored. Insights on how each brand’s sales personnel, service advisors, service facilities, service initiation and vehicle pick-up performed are available.

For all vehicle ratings, rankings, reviews and awards, visit JDPower.com.

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 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]
Shane Smith; East Coast; 424-903-3665; [email protected]

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

 

U.S. Pharmacies Raise Bar for Customer Satisfaction, Setting Stage for Fierce Competition in Digital/Mail Order Market, JD Power Finds

2018-08-24

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COSTA MESA, Calif.: 28 Aug. 2018 — The U.S. pharmacy industry, historically one of the most customer-centric industries measured by JD Power, continues to set a high bar for delivering superior levels of customer satisfaction in both the brick-and-mortar and mail order segments, according to the JD Power 2018 U.S. Pharmacy Study,^SM released today. Among the key factors driving the highest levels of customer satisfaction are the availability of health and wellness services in brick-and-mortar pharmacies and the timeliness of delivery for mail order pharmacies.

“The retail pharmacy business has been in the spotlight ever since Amazon announced in June 2018 that it’s getting into the space,” said Greg Truex, Senior Director and Healthcare Practice Leader at JD Power. “Amazon, or any other organization looking to disrupt the $100 billion U.S. mail order pharmacy market, will have their work cut out for them. Legacy pharmacy players have invested heavily in delivering superior service, while brick-and-mortar pharmacies are starting to reap significant customer satisfaction gains from retail-style clinics offering health and wellness services.”

Following are some of the key findings of the 2018 study:

• U.S. consumers love their pharmacies: The average customer satisfaction score for brick-and-mortar pharmacies (847 on a 1,000-point scale) and mail order (859) compare favorably with other high-scoring industries evaluated by JD Power, such as direct banks (863), property and casualty insurance companies (860) and full-service investment advisors (839). Among the different pharmacy segments, supermarkets have the highest levels of overall satisfaction (863).

• Retail health clinics paying dividends in customer satisfaction: Among brick-and-mortar pharmacies, the key driver of overall customer satisfaction is the availability of health and wellness services. Availability of these services is associated with a 66-point improvement in overall satisfaction. Such services are currently present in 86% of chain drug stores, 83% of supermarket pharmacies and 75% of mass merchandiser pharmacies.

• On-time delivery is priority for mail order pharmacies: Among mail order pharmacies, the key driver of overall customer satisfaction is having a prescription ready/delivered when promised. Delivering prescriptions on time is associated with a 78-point increase in overall customer satisfaction. Customers also evaluate the speed of delivery, adding 42 points to overall satisfaction scores when prescriptions are received within five days of completing an order.

• Service with a smile still matters: Amidst the talk in the industry about distribution channels, supply chains and drug costs, some of the most significant drivers of customer satisfaction in all pharmacy segments includes friendly, engaging service. Among brick-and-mortar pharmacies, the second-most effective driver of overall satisfaction is “non-pharmacist staff greeted you in a friendly manner,” which is associated with a 64-point increase in customer satisfaction. Even in the mail order segment, a “thank you” from non-pharmacist staff is associated with a 17-point increase in satisfaction.

Study Rankings

Good Neighbor Pharmacy ranks highest overall among brick-and-mortar chain drug stores, with a score of 903. Health Mart (890) ranks second and Rite Aid Pharmacy ranks third (846).

Sam’s Club ranks highest overall among brick-and-mortar mass merchandiser pharmacies, with a score of 892. Costco (860) ranks second and CVS/pharmacy inside Target (859)ranks third.

Wegmans ranks highest overall among brick-and-mortar supermarket pharmacies, with a score of 906. H-E-B (897) ranks second and Publix (891) ranks third.

Humana Pharmacy ranks highest overall in mail order with a score of 885. Kaiser Permanente Pharmacy (866) ranks second and Express Scripts (862) ranks third.

The U.S. Pharmacy Study, now in its 10^th year, measures customer satisfaction with brick-and-mortar and mail order pharmacies. The 2018 study is based on responses from 10,749 pharmacy customers who filled a prescription during the three months prior to the survey period of May-June 2018.

For more information about the U.S. Pharmacy Study, visit http://www.jdpower.com/resource/us-pharmacy-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; 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

 

Retail Sales Poised for Largest Gain of 2018; Spending Expected to Fall for Second Straight Month

2018-08-26

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DETROIT: 27 Aug. 2018 — New-vehicle retail sales in August are expected to rise from a year ago according to a forecast developed jointly by JD Power and LMC Automotive.  Retail sales are projected to reach 1,280,400 units, a 1.3% increase compared with August 2017. (Note: August 2018 has the same number of selling days as last year.)

“With no large disruptions from storms this year, new vehicle sales in August are expected to see the largest gain of the year,” said Thomas King, Senior Vice President of the Data and Analytics Division at JD Power. “Last year, Hurricanes Harvey and Irma made landfall during the end of the month, affecting Labor Day sales events. Labor Day remains one of the most heavily shopped periods in the year, accounting for nearly 3% of annual sales, as consumers take advantage of discounts that extend through the first weekend of September.”

Despite the sales increase, incentive spending through the first three weeks of August was $3,744 per unit, down $141 from the same time last year. The decline continues to be driven by reduced spending on cars, down $448, while spending on trucks/SUVs is up $22.

“Another month with reduced spending is a positive indicator for the health of the industry, but the continued rise of truck incentives remains a concern,” King said. “As the manufacturers look to clear out old model year inventory, considerable potential exists for spending to rise by the end of the month.” Last year spending over the holiday period rose by more than $200 from the start of the month.

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

	August 20181	July 2018	August 2017
New-Vehicle Retail Sales	1,280,400 units (1.3% higher than August 2017)2	1,137,300 units	1,264,453 units
Total Vehicle Sales	1,496,600 units (1.2% higher than August 2017)2	1,369,065 units	1,478,980 units
Retail SAAR	13.4 million units	13.4 million units	13.1 million units
Total SAAR	16.8 million units	16.8 million units	16.5 million units

¹Figures cited for August 2018 are forecasted based on the first 16 selling days of the month.
²August 2018 and August 2017 both have 27 selling days in the month.

• The average new-vehicle retail transaction price to date in August is $31,836, an all-time monthly record. The previous high for the month of August—$31,269—was set last year.
• Average incentive spending per unit to date in August is $3,744, down from $3,886 during the same period last year.
• Consumers are on pace to spend $41.1 billion on new vehicles in August, which is $1.5 billion more than last year’s level.
• Trucks account for 68% of new-vehicle retail sales through Aug. 19—the highest level ever for the month of August—making it the 26th 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 Aug. 19, down 4 days from last year.
• Fleet sales are expected to total 216,200 units in August, up 0.8% from August 2017.  Fleet volume is expected to account for 14% of total light-vehicle sales, flat vs. last year.

Jeff Schuster, President, Americas Operations and Global Vehicle Forecasts at LMC Automotive, said, “The auto industry still faces a prolonged and elevated level of trade risk, but overall sales are holding steady. We no longer expect fleet sales to be ratcheted back in the second half, but we do see stronger competitive pressure on the volume brands fighting for share. The result is a total light vehicle market that we expect to eek out a very slight increase—0.1%—over 2017.”

As a result of less restraint on fleet volume, LMC’s base case forecast for 2018 total light-vehicle sales has been increased to 17.2, or 20,000 units higher than 2017. The retail light-vehicle forecast remains at 13.8 million units, a decline of 1.2% from 2017. Fleet sales are forecast now at 3.4 million units, or an increase of 5.7% (185,000 units) from a year ago. Fleet mix of 19.8% is approaching 20% for the first time since 2010.

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

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(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