Category: United States

Automakers Locked in Battle with Phone Manufacturers for Consumers’ Attention, JD Power Finds

2018-08-27

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COSTA MESA, Calif.: 29 Aug. 2018 — Some technologies, such as smartphone mirroring, are quickly adopted by new-vehicle owners, while other technologies can take decades to be fully embraced according to the JD Power 2018 U.S. Tech Experience Index (TXI) Study.^SM

Two clear examples of technologies with rapid adoption are Apple CarPlay and Android Auto, each of which are quickly becoming “must haves” for many consumers just a few years after their introduction. Both are showing rapid year-over-year penetration increases. In contrast, many technologies that have been around much longer are not nearly as sought-after by new-vehicle owners.

“This rapid adoption of smartphone mirroring is the unavoidable outcome of consumers thinking that automakers are being outperformed by smartphone software providers in certain areas,” said Kristin Kolodge, Executive Director of Driver Interaction & HMI Research at JD Power. “Most consumers consider phone systems better for navigation and voice recognition—and they’re free. ‘Better and free’ are hard to compete with, so automakers will inevitably have to cede this territory and will be much better served by focusing on areas where they are the exclusive provider—like driver assistance and collision avoidance—and continue to hone those systems.”

Factory-installed navigation systems are easily replaced by another device. In fact, 19% of new-vehicle owners who have factory-installed navigation don’t use it and, of these, 70% use another device instead, almost always a smartphone.

In the smartphone mirroring battle, drivers using Apple CarPlay report significantly higher satisfaction with the system than those using Android Auto (777 vs. 748, respectively, on a 1,000-point scale). However, Google fights back when it comes to navigation. Among owners who use their own navigation system, 56% use Google Maps most often and 16% use Google-owned Waze most often, while only 23% use Apple Maps most often. Even iPhone owners are more likely to use Google Maps than Apple Maps, whereas very few Android owners use Apple Maps.

The study also finds that wide differences exist between automakers in terms of how frequently owners use some of their systems. For instance, the number of owners who say they use their lane-keeping/centering system “every time they drive” ranges from a low of 46% to a high of 67% across the different automakers. For adaptive cruise control, the range is 16% to 42% and for voice recognition it is 10% to 29%. Obviously, there is something to be learned about what is driving those differences. Automakers that create systems that aren’t being used are making investments in technology that are unlikely to be successful.

“Today’s experience with a technology drives tomorrow’s desire,” Kolodge added. “Consumers are challenging the level of usefulness that some automotive technology provides, including whether it’s needed at all. For example, although automakers’ built-in navigation systems are appreciated for image quality, owners often prefer using smartphone-based navigation because they consider it more accurate.”

Overall satisfaction with new-vehicle technology among owners of luxury vehicles averages 766, while satisfaction among owners of mass market vehicles is 765. This is a 16-point and 15-point improvement, respectively, from 2017.

The study, now in its third year, measures owners’ experiences, usage and interaction with 38 driver-centric vehicle technologies at 90 days of ownership. The study provides clarity to auto manufacturers, insurance carriers, telecommunications companies and consumer electronics companies for ways to minimize the gap between driver experience and execution. The major technology categories analyzed in the study are entertainment and connectivity; comfort and convenience; driving assistance; collision protection; navigation; and smartphone mirroring.

Following are additional key findings of the 2018 study:

• Satisfaction improves across all categories: The increase in the overall satisfaction is due to gains across all categories in the study. Scores in comfort and convenience improve the most (+22 points), followed by collision protection (+18); smartphone mirroring (+15); driving assistance (+13); navigation (+12); and entertainment and connectivity (+7).

• Owners supplementing their technology learning outside the dealership: Despite frequently learning about smartphone mirroring technologies from their dealer, many owners also learn outside the dealership. In fact, 62% of Apple CarPlay owners and 67% of Android Auto owners learn how to use this technology outside the dealership even if they initially learned from interaction with a dealer.

• Balance needed among collision avoidance systems: The Society of Automotive Engineers lists advanced driving assistance system features like adaptive cruise control; forward collision warning; lane-keeping assistance systems; and automatic parking as examples of Level 1[1] technology, which are fundamental building blocks to technically achieve higher levels of automation. Ultimately, the technology path will lead to a fully automated vehicle at Level 5. However, owners may lose trust or find the systems to be more of a bother than a benefit. Lane-keeping/centering system has the highest frequency (23%) of owners saying their system is annoying or bothersome. For automakers, this figure ranges from a high of 29% to a low of 7%.

• High satisfaction leads to high advocacy: Owner satisfaction with their vehicle technology experience is a strong indicator of advocacy, as demonstrated by the positive relationship between overall satisfaction scores and likelihood to recommend. Among the 23% of owners who are highly satisfied with the technology in their vehicles (satisfaction scores of 900 and above), 94% say they “definitely will” recommend their vehicle to family and friends.

“Automakers need to be very clear where they can win—areas in which there’s no alternative—and where they may have to accept defeat, such as navigation and voice recognition,” Kolodge said. “The smart option in some areas may be to offer the best integration, not the least bad alternative.”

In the 2018 study, the Hyundai Kona ranks highest in the small segment; Volkswagen Tiguan in the compact segment; Kia Stinger in the compact premium segment; Kia Optima in the midsize segment; Lincoln MKX in the midsize premium segment; and Ford Expedition in the large segment.

The 2018 Tech Experience Index (TXI) Study is based on a survey of nearly 20,000 vehicle owners and lessees. Awards are based solely on responses from the 14,800 owners who purchased or leased a new 2018 model-year vehicle in the previous 90 days that is an all-new or redesigned model within the past three years.[2] The study was fielded from February through July 2018.

For more information about the Tech Experience Index Study, visit http://www.jdpower.com/business/resource/us-tech-experience-index-study.

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power 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]
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

 

Wireless Network Quality Shows Overall Improvement, JD Power Finds

2018-07-17

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COSTA MESA, Calif.: 19 July 2018 — Overall network quality has improved year over year, reflecting reduced problems in call quality, data quality and texting, according to the JD Power 2018 U.S. Wireless Network Quality Study^SM—Volume 2.

“Network operators have taken notice of consumers’ frustration with network quality and performance,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at JD Power. “Their efforts are showing up in study results—a majority of consumers are noticing an improvement in network quality.”

Verizon Wireless ranks highest in all six regions covered in the study, with better network quality problems per 100 connections (PP100) scores than the regional averages in call quality, messaging quality and data quality. U.S. Cellular ranks highest in a tie with Verizon Wireless in the North Central region.

The 2018 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 36,320 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from January through June 2018.

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

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power 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]

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

 

Appliance Competition Heats Up and Gets Cooking as Six Different Brands Win JD Power Awards

2018-07-19

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COSTA MESA, Calif.: 25 July 2018 — Across 11 categories of kitchen and laundry appliances, six different brands enjoy being highest-ranked, which is a testament to the competitive environment found in the JD Power 2018 Kitchen Appliance Satisfaction StudySM and the JD Power 2018 Laundry Appliance Satisfaction Study.SM

According to the Home Improvement Research Institute (HIRI), the consumer market for major household appliances is expected to reach $23.5 billion in 2018 and $27.0 billion by 2022.

“The fact that there are six different well-recognized brands stepping into the spotlight shows how competitive the appliance market has become and how a manufacturer can be successful when focusing on the right set of products,” said Christina Cooley, Director, Home Improvement and Technology Practice.

The Laundry Appliance Satisfaction Study and the Kitchen Appliance Satisfaction Study, now in their 13th and 14th years, respectively, measure customer satisfaction in 11 segments of major home appliances: clothes washers (front-load washers and top-load washers are measured separately); clothes dryers; dishwashers; cooking appliances (cooktops, freestanding ranges and wall ovens are measured separately); over-the-range microwaves; and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer refrigerators are measured separately).

Kitchen Appliance Satisfaction Study

Side-by-Side Refrigerators
LG (870) ranks highest in customer satisfaction with side-by-side refrigerators and performs particularly well in four factors: ease of use; features; performance and reliability; and styling/appearance. LG is followed in the rankings by Kenmore Elite (860). Kenmore Elite performs particularly well in price.

French Door Refrigerators
Kenmore (883) ranks highest in customer satisfaction with French door refrigerators, performing particularly well in four factors: ease of use; features; performance and reliability; and price. Frigidaire Gallery (873) follows in the rankings and performs particularly well in styling and appearance.

Top-Mount Freezer Refrigerators
LG (846) ranks highest in customer satisfaction with top-mount freezer refrigerators for a 2nd consecutive year and performs particularly well in five factors: ease of use; features; performance and reliability; price; and styling and appearance. Following LG in the rankings is Maytag (819).

Dishwashers
Maytag (866) ranks highest in customer satisfaction with dishwashers and performs particularly well in two factors: ease of use and styling/appearance. Samsung (864) follows in the rankings and performs particularly well in features and price.

Freestanding Ranges
LG (878) ranks highest in customer satisfaction with freestanding ranges for the 2nd consecutive year and performs particularly well in four factors: ease of use; features; performance and reliability; and warranty Following LG in the rankings is Samsung (868).

Cooktops
Bosch (871) ranks highest in customer satisfaction with cooktops for a fourth consecutive year and performs particularly well in four factors: ease of use; feature; performance and reliability; and styling and appearance. Following Bosch in the rankings is Jenn-Air and KitchenAid (859 each).

Wall Ovens
Bosch (868) ranks highest in customer satisfaction with wall ovens for the 2nd consecutive year and performs particularly well in four factors: features; performance and reliability; styling and appearance; and warranty. Kenmore (867) follows in the rankings and performs particularly well in ease of use; performance and reliability; and price.

Over-the-Range Microwaves
Bosch (866) ranks highest in customer satisfaction with over-the-range microwaves. Bosch performs particularly well in five factors: ease of use; features; performance and reliability; styling and appearance; and warranty. Following Bosch in the rankings is KitchenAid (854).

Laundry Appliance Satisfaction Study

Top-Load Washers
LG (872) ranks highest in customer satisfaction with top-load washers for the 2nd consecutive year, performing particularly well in five factors: ease of use; features; performance and reliability; price; and warranty. LG is followed in the rankings by Samsung (862).

Front-Load Washers
Samsung (865) ranks highest in customer satisfaction with front-load washers, performing particularly well in four factors: ease of use; features; styling and appearance; and price. Samsung is followed in the rankings by Electrolux (861).

Clothes Dryers
Kenmore Elite (875) ranks highest in customer satisfaction with clothes dryers, performing particularly well in features; price; styling and appearance; and warranty. Following Kenmore Elite in the rankings is Electrolux (868).

The 2018 Laundry Appliance Satisfaction Study is based on more than 8,629 evaluations from customers who purchased clothes washers and/or clothes dryers during the past 12 months. The study was fielded in March through April 2018.

The 2018 Kitchen Appliance Satisfaction Study is based on 2,896 evaluations from customers who purchased dishwashers; 4,779 evaluations from customers who purchased cooking appliances; 2,842 evaluations from customers who purchased over-the-range microwaves; and 7,698 evaluations from customers who purchased refrigerators during the past 12 months. The study was fielded in March through April 2018.

For more information about the JD Power Appliance Retailer Satisfaction Study, visit http://www.jdpower.com/business/resource/us-home-improvement-retailer-satisfaction-study.

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power 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

 

After Mastering Product Offerings, Hotels Must Turn Attention to Services, JD Power Finds

2018-07-23

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COSTA MESA, Calif.: 24 July 2018 — It’s a good time to be a hotel guest. Across the board, hotels are making their customers happier than ever, according to the JD Power 2018 North America Hotel Guest Satisfaction Index (NAGSI) Study.SM Driven by increased approval of guest rooms and hotel facilities, overall satisfaction for the industry increases 8 points to 825 (on a 1,000-point scale).

“Hotels in all price ranges have exceled at ensuring their customers have a top-notch experience,” said Jennifer Corwin, Associate Practice Lead for the Global Travel and Hospitality Practice at JD Power. “Years of capital investment in offerings such as higher-end televisions and in-room tablets have left their mark. Now, as hotels look to push customer satisfaction levels higher, their focus should turn to service areas, particularly when it comes to direct booking.”

Service areas also are improving, but at a slower rate. According to Corwin, in consideration of economic cycles, hotels should emphasize refining their service effort which represents greater opportunity for improvement and requires less investment than capital improvements.

Now in its 22nd year, the study is designed to help hoteliers add focus and clarity to product and service improvement efforts that matter most to their guests. The study measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; upper midscale; midscale; economy; upper extended stay; and extended stay. Seven key factors are examined in each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food & beverage; hotel services; hotel facilities; and cost & fees.

Following are some key findings of the 2018 study:

• Up, up and up: Compared with 2017 results, the greatest improvement in overall satisfaction occurs in the upper midscale segment (+12 points on a 1,000-point scale). A 7-point increase is posted in the luxury, upper upscale, upscale and midscale segments, while a 6-point improvement is found in the upper extended stay, extended stay and economy segments.
• Flying high: The Ritz-Carlton scores 902, up 14 points from last year and the highest ever for a brand in the study. The Ritz-Carlton is at the top in five of the seven factors in the luxury segment. Similarly, Drury Hotels scores 895, also up 15 points from last year and the third-highest score of any brand. Drury Hotels ranks highest in the upper midscale segment across all seven factors. Both brands have high levels of consumer loyalty and advocacy, with 70% or more of guests stating they “definitely will” recommend the brand to someone else and more than half of guests saying they “definitely will” stay at that hotel chain again.
• Technology offerings are important: Technology is becoming more pervasive in the guest experience, specifically in guest rooms. Adding capabilities has a clear association with higher guest satisfaction, but this plateaus as offerings become standard. Consider that 77% of guests surveyed say a large flat-panel television was available in their rooms, but only 10% have a tablet for in-room information. The former is worth a 12-point lift, while the latter is worth a much larger 47-point increase. Mobile app adoption generates a 58-point increase in 2018, compared with a 65-point increase in 2017.
• Service satisfaction increases at a lesser rate: While on the rise, hotel services satisfaction continues to be outpaced by the growth in product satisfaction. Guest room and hotel facilities satisfaction, which are primarily product-focused, are increasing at a greater rate than any other factor (13 and 11 points, respectively). The factor areas with the highest level of staff touch points (check-in/check-out and food & beverage) have improved the least (5 and 7 points, respectively), which coincides with a smaller improvement in cost & fees (5 points).
• Think local, act local: Providing authentic local experiences has increasingly become an important focus of the hotel industry as a means of providing a unique, destination-specific feel to a hotel room. While providing an authentic local experience in food and beverage is essential, more guests experience the guest room décor and hotel facilities. Focusing on delivering a location-specific feel can cause a greater lift to overall satisfaction.

Study Rankings

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

Luxury: The Ritz-Carlton (for fourth consecutive year)
Upper Upscale: Kimpton Hotels
Upscale: Hilton Garden Inn (for third consecutive year)
Upper Midscale: Drury Hotels (for 13th consecutive year)
Midscale: Wingate by Wyndham (for fourth consecutive year)
Economy: Microtel Inn & Suites by Wyndham
Upper Extended Stay: Staybridge Suites (for second consecutive year)
Extended Stay: Home2 Suites by Hilton

The 2018 North America Hotel Guest Satisfaction Index Study analyzes guest responses to more than 150 questions regarding their overall experiences and includes 70 officially ranked brands in eight market segments. This year’s study is based on responses from approximately 55,000 hotel guests who stayed at a hotel between May 2017 and May 2018. The study was fielded between June 2017 and May 2018. 

For more information about the 2018 North America Hotel Guest Satisfaction Index Study, visit http://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power 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; 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

 

Consumers Ask, Automakers Deliver: APEAL Shows Biggest Improvement in Study’s History, JD Power Finds

2018-07-23

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DETROIT: 25 July 2018 — Given the significant cost of owning a new vehicle, delighting customers is challenging for auto manufacturers. That challenge is being met, as evidenced by a 10-point increase in overall satisfaction from 2017, according to the JD Power 2018 U.S. Automotive Performance, Execution and Layout (APEAL) Study.^SM

The industry average APEAL score increases to 820 points (on a 1,000-point scale) from 810 a year ago, propelled by significantly higher scores in all 10 vehicle evaluation categories, with 23 of the 31 brands included in the study making gains in their performance from 2017.

“The automotive industry is performing exceptionally well, with manufacturers making record-breaking improvements year over year,” said Dave Sargent, Vice President, Global Automotive at JD Power. “It’s a great time to buy a new car or truck. There are a lot of high-quality, appealing vehicles in every segment of the market and shoppers don’t have to spend a fortune to get one.”

Following are some key findings of the 2018 study:

• Mass market brands continue to close in on luxury segment: The average APEAL score for the mass market segment is 814, a 10-point improvement from 2017, while the luxury segment improves 6 points to 851. Vehicles in the mass market segment are being loaded with more content than in the past, which accounts for much of the improvement. The gap between the two segments has narrowed to an all-time low of 37 points.

• All categories improve in 2018: The APEAL Study examines 10 vehicle categories, all of which consumers are finding more satisfying vs. 2017: driving dynamics (+12 points); visibility and safety (+11); engine/transmission (+10); audio/communication/entertainment/navigation (+10); seats (+10); heating, ventilation and air conditioning (+10); exterior (+9); interior (+9); storage and space (+9); and fuel economy (+4).

• Lincoln Navigator posts highest score of any model: The Lincoln Navigator has the highest overall APEAL score (915) of any model this year. This is also the highest level recorded in this generation of the study (2013-2018). The U.S. APEAL Study, which was first published in 1996, is currently in its third generation.

Highest-Ranked Brands

Genesis ranks highest in overall APEAL for the first time, with a score of 884. Porsche ranks second overall (883), followed by BMW (863), Lincoln (861) and Mercedes-Benz (858).

In the mass market segment, Chevrolet and GMC rank highest in a tie with a score of 826. This is the first time either brand has ranked highest. Ram ranks third (825), followed by Dodge and Ford (824 each).

Mitsubishi is the most improved brand, increasing 33 points from 2017. Other brands showing substantial improvements are Dodge (+29), Jeep (+26), GMC (+18)and Chevrolet (+16).

Segment-Level Model APEAL Awards

The parent company receiving the most model-level awards for its various brands is Ford Motor Co. (four model-level awards), followed by General Motors, Volkswagen AG and BMW AG with three each.

• Ford Motor Co.: Ford Expedition; Ford F-150; Ford Mustang; and Lincoln Continental
• General Motors: Chevrolet Equinox; Chevrolet Traverse; and GMC Sierra HD
• Volkswagen AG: Audi A3; Porsche Cayenne; and Volkswagen Jetta
• BMW AG: BMW X1; BMW X3; and MINI Countryman
• Honda Motor Co.: Honda Accord and Honda Ridgeline
• Hyundai Motor Group: Kia Rio and Kia Stinger
• Fiat Chrysler Automobiles: Chrysler Pacifica
• Nissan Motor Co., Ltd.: Nissan Maxima

Receiving a model-level award for a second consecutive year are Audi A3, BMW X1, Chrysler Pacifica, Ford F-150, Lincoln Continental, Honda Ridgeline and Porsche Cayenne.

The 2018 U.S. Automotive Performance, Execution and Layout (APEAL) Study measures owners’ emotional attachment and level of excitement across 77 attributes, ranging from the power they feel when they step on the gas to the sense of comfort and luxury they feel when climbing into the driver’s seat. These attributes are combined into an overall APEAL index score that is measured on a 1,000-point scale. The study, now in its 23rd year, is based on responses gathered from November 2017 through February 2018 from nearly 68,000 purchasers and lessees of new 2018 model-year vehicles who were surveyed after 90 days of ownership. The study, which complements the JD Power Initial Quality Study,SM is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and by consumers to help them in their purchase decisions.

Find detailed information on vehicle quality, as well as model photos and specs, at http://www.jdpower.com/business/cars/awards/automotive-performance-execution-and-layout-study.

For more information about the 2018 U.S. APEAL Study, visit http://www.jdpower.com/business/resource/jd-power-automotive-performance-execution-and-layout-apeal-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]
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

 

Cross-Training Call Center Employees Has Customer Satisfaction Benefits, JD Power Finds

2018-07-25

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COSTA MESA, Calif.: 2 Aug. 2018 — Customers who were not put on hold or transferred to another department have higher overall satisfaction compared to those that were, according to the JD Power 2018 U.S. Wireless Customer Care Full-Service Performance Study^SM—Volume 2 and the JD Power 2018 U.S. Wireless Customer Care Non-Contract Performance Study^SM—Volume 2, released today.

“With cross-training, carriers have empowered customer service representatives to resolve problems across both billing and technical issues – when transfers and hold times go down, satisfaction goes up,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at JD Power. “Customers are then able to establish a relationship with their support, spend less time dealing with their particular issue and have a smoother, more pleasant experience. It is something to note when looking at how these wireless companies can ensure their customers remain loyal.”

For full-service carriers, T-Mobile ranks highest with a score of 839. AT&T and Verizon Wireless (804) rank second in a tie. The full-service segment average is 803.

For non-contract full-service carriers, MetroPCS ranks highest with a score of 819. Boost Mobile (817) ranks second and Cricket (812) ranks third. The segment average is 811.

For non-contract value carriers, Consumer Cellular ranks highest with a score of 882. Straight Talk (801) ranks second and TracFone (759) ranks third. The segment average is 799.

The 2018 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 and the 2018 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2 is based on responses from 14,745 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 2018.

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 http://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power 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]

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

 

Retail Sales Pace to Fall for Fifth Time in 2018, but Incentive Spending on Pace to Decline for First Time Since 2013

2018-07-26

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DETROIT: 27 July 2018 — New-vehicle retail sales in July are expected to fall from a year ago on a selling-day-adjusted basis, according to a forecast developed jointly by JD Power and LMC Automotive.  Retail sales are projected to reach 1,156,200 units, a 3.2% decrease compared with July 2017. (Note: July 2018 has one less selling day than July 2017.) Without the selling-day adjustment, retail sales would be down 7.1%.

“While it’s disappointing for the retail sales pace to post declines again, it’s important to remember that July only has 24 selling days this year, the fewest for the month since 2012 and one less weekend than last year,” said Thomas King, Senior Vice President of the Data and Analytics Division at JD Power.  “More notable is that incentive spending is on pace to post year-over-year declines for the first time in 54 months.”

Incentive spending through the first two weeks of July was $3,665 per unit, down $204 from the same time last year. The decline has been driven by reduced spending on cars, down $579, while spending to trucks/SUVs is up $5.

“Reduced spending is a positive indicator for the health of the industry, but it is being driven solely by performance from cars,” King said. “Sustaining lower levels of incentives will remain a challenge, and considerable potential exists for spending to rise at the end of July and in the months ahead.”

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

	July 20181	June 2018	July 2017
New-Vehicle Retail Sales	1,156,200 units (-3.2% lower than July 2017)2	1,219,711 units	1,243,911 units
Total Vehicle Sales	1,327,500 units (-2.1% lower than July 2017)2	1,549,845 units	1,412,032 units
Retail SAAR	13.5 million units	13.7 million units	14.1 million units
Total SAAR	16.1 million units	17.4 million units	16.7 million units

¹Figures cited for July 2018 are forecasted based on the first 16 selling days of the month.

²July 2018 has 24 selling days, while July 2017 had 25 selling days in the month.

• The average new-vehicle retail transaction price to date in July is $31,561, an all-time monthly record. The previous high for the month of July—$30,950—was set last year.
• Average incentive spending per unit to date in July is $3,665, down from $3,869 during the same period last year.
• Consumers are on pace to spend $36.5 billion on new vehicles in July, which is nearly $2 billion less than last year’s level.
• Trucks account for 68% of new-vehicle retail sales through July 22—the highest level ever for the month of July—making it the 25th 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 68 days through July 22, down 4 days from last year.
• Fleet sales are expected to total 171,300 units in July, up 6.1% from July 2017.  Fleet volume is expected to account for 13% of total light-vehicle sales, up 1 percentage point vs. last year.

Jeff Schuster, President, Americas Operations and Global Vehicle Forecasts at LMC Automotive, said, “With the first half of 2018 being slightly ahead of volume expectations, the second half is poised for a pullback from the robust second half of 2017. July’s expected performance is consistent with that notion. Short-sighted tariffs—and retaliatory responses—are the most significant risk factor for the U.S. and global markets. In fact, significant escalation of tariffs could derail America’s strong economic growth and even push the market into a premature recession.”

LMC’s base case forecast for 2018 total light-vehicle sales is holding at 17.1,  a decrease of 0.4% from 2017. The retail light-vehicle forecast remains at 13.8 million units, a decline of 1.6% from 2017. Fleet mix is up slightly with an additional 135,000 units expected from a year ago, or 19.6% of total light-vehicle sales compared with 18.8% in 2017.

U.S. Retail SAAR— July 2017 to July 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/business/corporate  www.lmc-auto.com

 

Digital Disruption Forces Residential Real Estate Firms to Refocus on Customer Relationships,JD Power Finds

2018-07-27

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COSTA MESA, Calif.: 1 Aug. 2018 [Revised 24 Aug. 2018] — With more home buyers and sellers than ever using digital channels to find an agent, research inventory and, in many cases, bypass traditional agents, residential real estate firms have had to refocus their efforts on building strong customer relationships. According to the JD Power 2018 Home Buyer/Seller Satisfaction Study,^SM this ongoing digital disruption provides a challenge and an opportunity for traditional providers of real estate services.

The study, now in its 11th year, measures satisfaction with the nation’s largest real estate companies among customers in four segments: first-time buyers; repeat buyers; first-time sellers; and repeat sellers. Overall satisfaction is measured across four factors of the home-buying experience: agent/salesperson; real estate company office; closing process; and variety of additional services. In the home-selling experience, the same four factors are evaluated plus a fifth factor, real estate company marketing. Satisfaction is measured on a 1,000-point scale.

“Real estate firms are recognizing that their value proposition has shifted from that of information broker to trusted advisor; as a result, we’re seeing increases in customer satisfaction in each of the segments of home buyers and sellers,” said Craig Martin, Senior Director of Financial Services at JD Power. “The challenge for these companies is to consistently demonstrate and communicate the value to current and potential customers. Those who ensure trust and understanding are at the center of their client and customer strategies will truly differentiate from both traditional competition and those attempting to disrupt the industry.”

Following are some key findings of the 2018 study:

• More experienced home buyers and sellers foregoing agents: A significant majority (88%) of home buyers are beginning their search for a new home before selecting an agent. Also, 19% of repeat buyers, 14% of repeat sellers, 13% of first-time buyers and 9% of first-time sellers did not use an agent to buy/sell their home, a number that has grown steadily during the past two years.

• Reputation matters: A real estate firm’s reputation is the No. 1 reason for selecting a company for both first-time sellers (44%) and first-time buyers (39%), outweighing personal recommendations and past experience with agents/salespeople. Among repeat sellers and repeat buyers, firm reputation is second (28% and 23%, respectively) behind experience with agents/salespeople as the main reason for selecting a firm.

• Social media plays major role: Nearly half (47%) of buyers and 55% of sellers indicate using social media to find agents, with the majority in each case saying they were “delighted” (overall satisfaction of 900 and higher) after doing so. Some buyers, mainly first-timers, are utilizing social media to find their new home, as well.

• Strong customer satisfaction builds loyalty and advocacy: Across all three customer segments, high levels of overall satisfaction with the firm is directly correlated with likelihood to use the firm again for a future transaction and recommend the firm to others. More than 50% of recommendations a customer makes result in new business for real estate companies.

• Real estate agents play critical role of guiding customers through process: Among both buyers and sellers, overall satisfaction scores are roughly 100 points higher when agents provide timely responses to questions; keep customers informed of key points in the transaction; and share comparable properties.

First-Time Home-Buyer Satisfaction Ranking

Century 21 (883) ranks highest for a fifth consecutive year and performs particularly well in all four factors in the segment. RE/MAX (871) ranks second.

Repeat Home-Buyer Satisfaction Ranking

Berkshire Hathaway HomeServices and Coldwell Banker rank highest in a tie with a score of 874. Berkshire Hathaway HomeServices performs particularly well in the agent/salesperson factor. Coldwell Banker performs particularly well in the closing process and variety of additional services factors. Keller Williams (870) ranks third.

First-Time Home-Seller Satisfaction Ranking

Century 21 (891) ranks highest for a fifth consecutive year and performs particularly well in all five factors in the segment.

The 2018 Home Buyer/Seller Satisfaction Study includes 4,072 evaluations from 3,332 customers who bought and/or sold a home between March 2017 and April 2018. The study was fielded from March through May 2018.

For more information about the 2018 Home Buyer/Seller Satisfaction Study, visit http://www.jdpower.com/business/resource/us-home-buyerseller-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

 

Quality, Streamlined Process Opens Doors for Kitchen Cabinet Satisfaction, JD Power Finds

2018-08-07

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COSTA MESA, Calif.: 8 Aug. 2018 — Manufacturers that can maximize brand value by fulfilling customers’ needs through products and front-to-end experience will see a boost in customer satisfaction, according to the JD Power 2018 Kitchen Cabinets Satisfaction Study.^SM Overall satisfaction among kitchen cabinet customers increases to 839 (on a 1,000-point scale) from 817 in 2017.

“Having the ability to be a one-stop shop in the cabinet industry truly has its advantages,” said Christina Cooley Director, Home Improvement and Technology Practice at JD Power. “By creating a seamless process for the customer from ordering through installation, manufacturers can ensure the customer is both delighted with the process and the cabinets, creating an outstanding experience overall.”

The 2018 Kitchen Cabinet Satisfaction Study is based on responses from 2,325 customers who purchased kitchen cabinets within the previous 12 months. The study was fielded in March-April 2018. The study measures customer satisfaction with kitchen cabinets by examining five factors (in alphabetical order): design features; operational performance; ordering and delivery; price; and warranty.

Study Rankings

SEKTION (IKEA) ranks highest in overall customer satisfaction (872), performing highest in all five factors. Thomasville ranks second (849), and American Woodmark ranks third (846).

For more information about the JD Power Kitchen Cabinets Satisfaction Study, visit http://www.jdpower.com/business/resource/us-kitchen-cabinet-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

 

Small Commercial Insurance Customers Highly Valued, Yet Underserved, JD Power Finds

2018-08-08

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COSTA MESA, Calif.: 8 Aug. 2018 — Overall customer satisfaction remains stagnant in 2018 from 2017 (825 on a 1,000-point scale), showing that despite small businesses comprising the vast majority of businesses operating in the U.S., insurers have room to nurture this profitable market, according to the JD Power 2018 U.S. Small Commercial Insurance Study.^SM

“To remain competitive, insurers must accelerate their customer experience efforts, especially with respect to service interaction and price,” said David Pieffer, Practice Lead, Property & Casualty Insurance Practice. “Specifically, we found that if agents or insurer representatives explain rate increases to customers in person, satisfaction is 100 points higher than those who were informed via email, as they better understood the reasons why. Those simple personal touches and attention will go a long way with small commercial customers.”

The 2018 Small Commercial Insurance Study is based on responses from 2,734 small commercial insurance customers. The study, now in its sixth 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-May 2018.

Study Rankings

Nationwide ranks highest in overall customer satisfaction (844) and performs highest in policy offerings, price and claims. Auto-Owners Insurance (832) ranks second and American Family (830) ranks third.

For more information about the JD Power U.S. Small Commercial Insurance Study, visit http://www.jdpower.com/business/resource/jd-power-us-small-business-commercial-insurance-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