Category: United States

“I’ve Got a Question.” Appliance Retailer Salespeople Have Answers that Lead to Higher Satisfaction, JD Power Finds

2018-07-05

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COSTA MESA, Calif.: 11 July 2018 — Best Buy ranks highest in customer satisfaction among appliance retailers for a second consecutive year in a growing consumer market that is expected to reach $23.5 billion in 2018, according to the JD Power 2018 Appliance Retailer Satisfaction Study.^SM 

Now in its 11th year, the study measures customer satisfaction with appliance retailers by examining six factors (in order of importance): sales staff and service; delivery and installation service; store facility; sales and promotions; price; and merchandise.

Following are some key findings of the 2018 study:

• Retail and sales associate engagement: Only slightly more than half (57%) of customers spoke with a sales associate at length about the products. Satisfaction is significantly higher among customers who spoke with a sales associate at length rather than briefly or not at all (869 vs. 821, respectively, on a 1,000-point scale).

• Salespeople make a difference: The top key performance indicator (KPI) that has the highest effect on satisfaction is when the sales staff thoroughly explains products and features. There is a significant association with likelihood to repurchase and recommend. When the KPI is met, 38% of customers say they “definitely will” repurchase from the retailer vs. 14% when the KPI is not met.

• Satisfaction drives loyalty: Among delighted customers (overall satisfaction scores of 901 and above), 57% say they “definitely will” repurchase from the retailer, compared with the overall study average of 35%. Additionally, 67% of delighted appliance retailer customers say they “definitely will” recommend the retailer to others, compared with the overall study average of 40%. Furthermore, among delighted customers, the average number of positive recommendations is 4.0, compared with the overall study average of 2.6.

Study Rankings

Best Buy (869) ranks highest in customer satisfaction among appliance retailers and performs particularly well in five of six factors contributing to overall satisfaction. Lowe’s (855) ranks second performing particularly well in delivery and installation, followed by The Home Depot (841). Overall satisfaction with appliance retailers in 2018 is 848, up from 838 in 2017.

The 2018 Appliance Retailer Study is based on responses from 2,948 customers who purchased major kitchen and/or laundry home appliances from a multiregional appliance retailer within the previous 12 months. The study was fielded in March 2018.

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

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

 

JD Power 2018 Manufacturer Website Evaluation Study Cross-Device—Summer

2018-07-06

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COSTA MESA, Calif.: 19 July 2018 — The JD Power 2018 Manufacturer Website Evaluation Study Cross-Device^SM—Summer is a semiannual study that measures the usefulness of automotive manufacturer websites during the process of shopping for a new vehicle by examining four key measures (in order of importance): information/content; appearance; navigation; and speed.

This year’s study finds that overall satisfaction averages 830 (on a 1,000-point scale) for the luxury segment, while the mass market segment averages 821. Land Rover (853) is the highest-ranked luxury brand and Ram (840) is the highest-ranked mass market brand.

The Manufacturer Website Evaluation Study, initially released in 1999, is based on responses from 13,406 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded in May 2018.

For more information about the Manufacturer Website Evaluation Study, visit http://www.jdpower.com/resource/us-manufacturer-website-evaluation-study-cross-device.

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/about-us/press-release-info

 

Residential Electric Utility Customer Satisfaction Increases for Seventh Consecutive Year, Driven by Proactive Communication, JD Power Finds

2018-07-06

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COSTA MESA, Calif.: 11 July 2018 — Overall customer satisfaction with residential electric utility companies shows a seventh consecutive year-over-year increase, according to the JD Power 2018 Electric Utility Residential Customer Satisfaction Study.^SM 

“Proactive communications, primarily delivered through digital channels, such as email, text message, or social media post, are having a significant positive impact on residential electric utility customer satisfaction,” said John Hazen, senior director of the energy practice at JD Power. “Power outages are going to happen. The more proactive electric utilities are in clearly communicating information about the cause, anticipated duration, and repair of an outage, the more satisfied their customers will be with their overall service.”

The study, now in its 20th year, measures customer satisfaction with electric utility companies by examining six factors: power quality & reliability; price; billing & payment; corporate citizenship; communications; and customer service.

Following are the highest-ranking utilities in each region:

• Cooperatives Segment: Sawnee EMC
• East Large Segment: PPL Electric Utilities
• East Midsize Segment: Penn Power
• Midwest Large Segment: MidAmerican Energy
• Midwest Midsize Segment: Kentucky Utilities
• South Large Segment: Georgia Power
• South Midsize Segment: EPB
• West Large Segment: SRP
• West Midsize Segment: Clark Public Utilities

The JD Power 2018 Electric Utility Residential Customer Satisfaction Study is based on responses from more than 104,000 online interviews conducted from July 2017 through May 2018 among residential customers of the 138 largest electric utility brands across the United States, which collectively represent more than 99 million households.

For more information about the Electric Utility Residential Customer Satisfaction Study, visit http://www.jdpower.com/resource/electric-utility-residential-customer-satisfaction-study.

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

 

JD Power and HARMAN Leverage Data to Transform Connected Driving Experience

2018-07-06

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DETROIT: 23 July 2018 — JD Power and HARMAN announced an alliance that will significantly influence the automotive industry’s use of vehicle data to enrich the customer experience, solve problems more effectively and help identify what consumers want from their increasingly automated vehicles.

Integrating customer insights with connected car data to provide original equipment manufacturers (OEMs) with more accurate feedback from owners is the shared goal of JD Power, a global leader in consumer insights, data analytics and automotive advisory services, and HARMAN International, a wholly owned subsidiary of Samsung Electronics Co., Ltd., that is a leader in connected technologies including hardware, software, machine learning and services for automotive, consumer and enterprise markets.

With the rapid emergence of new technology in the automotive industry, understanding driver behavior and preferences within the vehicle is more crucial than ever for automakers. For 50 years, JD Power has been providing rich automotive consumer insights. Now, JD Power will work with HARMAN to go beyond measuring consumer insights to help automakers around the world better measure and understand how their evolving products are satisfying customer needs.

“Having been on the OEM side for most of my career, I know the industry has been looking for this kind of solution for a long time,” said Doug Betts, Senior Vice President of Global Automotive at JD Power. “It was easy to dream, but getting it done takes a skill set that no single company has. The alliance of our two companies can credibly deliver the dream of merging consumer and vehicle data to provide a clear view of cause and effect.”

HARMAN Ignite, the industry’s award-winning automotive cloud solution, enables a unique view into driver usage patterns, and when combined with JD Power consumer data, will provide functional-level insights into how consumers are interacting with the systems and what they may want from the in-car experience. With this service, OEMs and suppliers can identify areas that can be improved and ultimately bring desired features and functions to market faster.

“JD Power has the most thorough understanding of automotive consumer satisfaction of any company in the industry,” said Sanjay Dhawan, President, HARMAN Connected Services & HARMAN Chief Technology Officer. “With HARMAN’s connected car, software and integration expertise, we are set to realize the exciting potential of connected cars, including enhanced safety, greater performance and more immersive and personalized experiences.”

In cooperation with OEMs, data only will be collected from consumers who opt in to share their data. This data will be anonymized and aggregated to protect consumer privacy.

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.

HARMAN (harman.com) designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things. With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 50 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In 2017, HARMAN became a wholly owned subsidiary of Samsung Electronics Co., Ltd.

Media Relations Contacts
Geno Effler; JD Power; 714-621-6224; [email protected]
Darrin Shewchuk; HARMAN Connected Services; 203-328-3834; [email protected]

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

 

Business Wireline Customer Satisfaction Increases with Solid Communications, JD Power Finds

2018-07-10

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COSTA MESA, Calif.: 12 July 2018 — Overall satisfaction remains high among business wireline users when helpful information is funneled through consistent communications, according to the JD Power 2018 U.S. Business Wireline 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 824 (on a 1,000-point scale).

“Business wireline providers need to continue excellent customer communications not only for large enterprises but small businesses as well,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at JD Power. “This year’s study found that’s the simplest way to increase levels of customer satisfaction across the board, especially during outages and subsequent restoration times.”

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

Study Rankings

AT&T (839) ranks highest in the large enterprise segment. Verizon (810) ranks second, while CenturyLink (799), Comcast (799) and Spectrum (799) rank third in a tie.

Verizon (810) ranks highest in the small/medium business segment, with AT&T (800) ranking second and Cox (779) ranking third.

AT&T (764) ranks highest in the very small business segment, followed by Verizon (757) and Cox (732).

The study is based on responses from 3,258 business customers of data and voice services in the United States and includes evaluations of their data and voice service providers. The study was fielded in April-May 2018.

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

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

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

 

Water Utility Customers Cite Many More Quality Issues than EPA Reports Indicate, JD Power Finds

2018-05-03

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COSTA MESA, Calif.: 9 May 2018 — The Environmental Protection Agency’s (EPA) Consumer Confidence Reports, which are produced by all community water utilities in the United States to measure the quality of their drinking water, may not be giving a complete picture of end-consumer water quality. According to the JD Power 2018 Water Utility Residential Customer Satisfaction Study,^SM released today, 30% of residential water utility customers indicate they have water quality issues, a rate far higher than what has typically been reported in the Consumer Confidence Reports produced by local water authorities.

“While the mandated water quality reports produced by regional water authorities do a great job of measuring specific water quality issues, they are not telling the whole story when it comes to perceptions of the water that is coming out of customers’ faucets,” said Andrew Heath, Senior Director of the Utility Practice at JD Power. “Whether it’s a serious problem like high lead or mineral counts, or a more subjective issue like bad taste or low pressure, a significant number of residential water utility customers are not happy with the product.  Water utilities need to understand why customer views are not matching the views of the water utility and need to address these concerns.”

Following are key findings of the 2018 study:

• Nearly one-third of customers report quality problems: Among the 30% of residential water utility customers who mention a quality problem, 12% cite low pressure; 11% cite bad taste; 8% cite scaling/water hardness; 8% cite discoloration; 6% cite bad smell; and 4% cite high lead/mineral content.

• Wide variation in customer perceptions of water quality: Significant differences across the nation are found from the best water utilities having less than 20% of their customers indicating a problem with water quality to many utilities having more than 40% of their customers citing a water quality problem. One utility has more than half of its customers reporting a water quality problem.

• Water quality problems sink customer satisfaction: Customers who experience water quality problems have significantly lower delivery satisfaction scores than those who experience no problems. Bad taste and scaling/water hardness are associated with 143-point declines (on a 1,000-point scale) in delivery satisfaction scores, while scaling/water hardness and bad smell are both associated with a 152-point decline.

• Communication is key when implementing upgrades: One of the most negative effects on satisfaction is a service interruption caused by pipeline work. Satisfaction scores are 42 points lower among those experiencing pipeline work-related service interruptions than those among customers who experience no interruptions. However, when customers have previously been made aware of water utility system upgrades, satisfaction scores are 58 points higher among those who experience no service interruptions.

• Frequent communication maximizes satisfaction: Customers who recall receiving four to five communications from their water utility have communications satisfaction scores that are 148 points higher than among those who do not recall receiving any direct communications.

• E-bill satisfaction higher than for paper bill: Billing and payment satisfaction among customers who receive their bill electronically is much higher than among those who receive a paper bill (796 vs. 758, respectively).  

For more information, consumers concerned about water quality are encouraged to review the Consumer Confidence Report provided by their water utility at www.epa.gov/ccr.

Study Rankings by Region

The following utilities rank highest in customer satisfaction in their respective region:

• Midwest: Louisville Water and Saint Paul Regional Water Services (tie)
• Northeast: Boston Water and Sewer Commission and Monroe County Water Authority (tie)
• South: Gwinnett County
• West: Eastern Municipal Water District

The Water Utility Residential Customer Satisfaction Study, now in its third year, measures satisfaction among residential customers of 88 water utilities, delivering water to a population of at least 400,000 people and is reported in four geographic regions: Midwest, Northeast, South and West. Overall satisfaction is measured by examining 33 attributes within six factors (listed in order of importance): delivery; price; conservation; billing and payment; communications; and customer service.

For more information about the Water Utility Residential Customer Satisfaction, visit http://www.jdpower.com/business/resource/us-water-utility-residential-customer-satisfaction-study. 

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

 

Health Plan Customer Satisfaction Stabilizes in Midst of Massive Industry Shifts, JD Power Finds

2018-05-09

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COSTA MESA, Calif.: 10 May 2018 — Customer satisfaction among commercial health plan members is stable or improving across most areas of the country, but overall satisfaction scores for health insurers are still one of the lowest-rated industries evaluated by JD Power. According to the JD Power 2018 Commercial Member Health Plan Study,^SM the key challenge health plans must address is effectively communicating with members at every touch point, with a focus on better equipping members to navigate the healthcare system.

“Commercial health plans have been battling a perfect storm of rising costs, payment reforms and consolidation, which has distracted them from focusing on improving overall customer satisfaction in the sector compared with other industries,” said Valerie Monet, Senior Director of U.S. Insurance Operations at JD Power. “Amidst the consolidation activity this past year, the one area where top-performing health plans can really set themselves apart in the eyes of their members is to help them better understand how to navigate the healthcare system, including how their plan works and cost-effective access points for care. The key is effective communication.”

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

• Satisfaction with health plans lower than most other industries: On an industry basis, commercial member health plan customer satisfaction scores average 712 on a 1,000-point scale, which is 100 points lower than the average score in the top-performing industry group, real estate.

• Members still struggle to understand how their plan works: In an industry that continues to evolve, members are struggling to keep pace. Fewer than half (47%) of members completely understand how their plan works. A pain point for members is understanding when pre-approvals for medical procedures, services or treatments are needed.

• Communication is key in setting expectations, driving member trust: Health plan member satisfaction scores are significantly higher when members view their health plan as a trusted partner. Increasingly, the key drivers of member trust are rooted in ongoing engagement with the plan. Noted drivers include using cost estimators or cost-tracking tools provided by the plan and submitting information to the health plan directly, either via an activity tracker or another method.

• Health plan members want faster, better customer service: Member expectations of customer service are being affected by their experiences with other industries in that, regardless of healthcare’s complexity, members want faster access to care. With a greater number of retail clinics and urgent care locations across America, consumers have more options than ever before, yet satisfaction with choice of clinics and urgent care locations covered by the plan is down year over year. This suggests health plans have an untapped opportunity to better leverage these access points for care.

Study Rankings

Satisfaction is highest among health plan members in these six regions: Maryland (736); Michigan (724); East South Central (723); California (721); New Jersey (720); and Florida (720).

BlueCross BlueShield plans rank highest in 10 regions: East South Central (BlueCross BlueShield of Alabama); Michigan (BlueCross BlueShield of Michigan); New Jersey (Horizon BlueCross BlueShield); Massachusetts (BlueCross BlueShield of Massachusetts); Mountain (Regence BlueCross BlueShield of Utah); Ohio (Anthem BlueCross BlueShield of Ohio); Texas (BlueCross BlueShield of Texas); Heartland (BlueCross BlueShield of Kansas); Southwest (Anthem BlueCross BlueShield of Nevada); and Northeast (Anthem BlueCross BlueShield of Connecticut). Kaiser Foundation Health Plan ranks highest in six regions: Maryland, South Atlantic, California, Virginia, Northwest and Colorado. The following plans rank highest in at least one region: New York (Capital District Physicians Health Plan); Florida (AvMed); Pennsylvania (UPMC Health Plan); Illinois/Indiana (Health Alliance Medical Plans); Delaware/West Virginia/Washington, D.C. (Cigna); and Minnesota/Wisconsin (HealthPartners). 

The Commercial Member Health Plan Study, now in its 12^th year, measures satisfaction among members of 163 health plans in 22 regions throughout the United States by examining six key factors: coverage and benefits; provider choice; information and communication; claims processing; cost; and customer service. The study also touches on several other key aspects of the experience, including plan enrollment and member engagement. The study is based on responses from 33,342 commercial health plan members and was fielded in January-February 2018.

For more on the study, visit http://www.jdpower.com/business/resource/commercial-member-health-plan-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

 

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1970-01-01

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Carriers Face Challenge as Customers Keep Wireless Devices Longer, Use More Data, JD Power Finds

2018-05-09

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TORONTO: 10 May 2018 — Customers in Canada are not in a rush to upgrade their wireless devices to newer models and, as a result, are experiencing more network quality issues, especially among heavy data users. According to the JD Power 2018 Canada Wireless Network Quality Study,^SM 23% of customers have had their phone for more than two years, an increase from 21% in 2017.

Further, customers who own a newer phone (six months or less) experience fewer slow web and app connection incidents (10 problems per 100 network connections for web and 7 PP100 for app), compared to those with devices older than two years (12 PP100 for web and 9 PP100 for app).

The study finds that unlimited data plans in Canada are of limited availability, compared with the United States (6% vs. 36%, respectively), and remained unchanged from last year. Similarly, customers in Canada with unlimited data plans or those with higher data caps experienced more web and app network-related issues, compared to lighter users with smaller data plans.

“Consumers’ increased appetite for heavy data-based websites and apps, such as streaming HD videos, are causing bottlenecks and impairing the performance of wireless networks when coupled with older devices,” says Adrian Chung,Director of the Technology, Media & Telecom Practice at JD Power in Canada. “Although these issues are more related to end-user devices and their ability to process data rather than network capacity, it has a negative effect on a carrier’s brand image.”

According to the study, consumers with fewer network problems have a more favorable brand image of their wireless carrier and are less likely to switch providers than those experiencing more network problems. Specifically, 37% of consumers who experienced fewer than 4 PP100 plan to stick with their carrier, compared with only 18% of those who experienced 12 PP100 or more. The former group also perceives their wireless provider as more innovative, reliable and of good value.

“Since 1 in 3 Canadians are opting for 5 GB or higher data plans to enable increased data-driven wireless experiences, wireless networks and devices are pushed to their limits,” Chung said. “Carriers should be mindful about this trend and the effect it has on their reputation. Network upgrades and more compelling trade-in programs for heavy users are examples of potential remedies.”

Following are some additional findings of the 2018 study:

• Rural Canada is more disconnected: Canadians in rural areas experience the highest number of network incidents of all types (call, text message and web browsing), with an overall score of 10 PP100, compared with only 9 PP100 in urban areas.

• Younger Canadians consume more data: Gen Z^[1] consumers have the highest data cap plans, with 14% having a data cap of 10 GB or more. By contrast, while 37% of Pre-Boomers have a small data allowance of less than 2 GB, only one-fourth of Gen Y and Gen Z (24% and 23%, respectively) opt for similar light-data plans.

• Size of data plans on the rise: High-volume data plans are on the rise in Canada, boasting year-over-year growth. The percentage of both 5 GB and 10 GB data plans in Canada has grown from last year (25% to 33% for 5 GB or more).

Study Rankings

In the East region, Videotron (7 PP100) ranks highest in overall network quality, followed by Rogers Wireless and TELUS Mobility in a tie (8 PP100).

In Ontario, TELUS Mobility (8 PP100) ranks highest in overall network quality, followed by Bell Mobility (10 PP100).

In the West region, SaskTel and TELUS Mobility rank highest in a tie with 8 PP100.

The 2018 Canada Wireless Network Quality Study was conducted online in English and French. The study, which measures problems per 100 connections (PP100), includes four wireless carriers in the East region; four wireless carriers in Ontario; and five wireless carriers in the West region. The study is based on 13,981 responses and was fielded in February-March 2018.

Media Relations Contacts
Gal Wilder, Cohn & Wolfe, Toronto, Canada; 647-259-3261, [email protected]
Stephanie Ronson, Cohn & Wolfe, Toronto, Canada; 647-259-3278, [email protected]
Geno Effler, JD Power, Costa Mesa, Calif.; 714-621-6224, [email protected]

For information about the Canadian Wireless Network Quality Study, visit http://www.jdpower.com/business/resource/canadian-wireless-network-quality-performance-study.

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

 

Interaction with Sales Associates Paints a Pretty Picture for Customer Satisfaction

2018-05-10

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COSTA MESA, Calif.: 23 May 2018 — The JD Power 2018 Paint Satisfaction Study^SM study measures customer satisfaction in the $13 billion^[1] interior and exterior paint and stain consumer market.

In the interior paint, exterior paint and exterior stain segments, satisfaction is measured across six factors (in alphabetical order): application; durability; in-store color displays and printed materials; price; product offerings; and warranty/guarantee. In the paint retailer segment, satisfaction is measured across five factors (in alphabetical order): merchandise; price; sales and promotions; staff and service; and store facility. Satisfaction is measured on a 1,000-point scale.

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

• Sales associate engagement with customers is key: With 77% of customers purchasing paint/stain on their first visit, the study shows that closing a sale on the first visit increases satisfaction (835 vs. 831, respectively). Getting a salesperson to spend time talking with the customer about paint/stain qualities is essential. Only one-third of purchasers (33%) spoke with a sales associate at length about the products. Satisfaction is significantly higher among purchasers who spoke with a sales associate at length rather than briefly or not at all (855 vs. 824, respectively).

• Satisfaction drives loyalty and advocacy: Among delighted customers (overall satisfaction scores of 901 and above), 76% say they “definitely will” repurchase the brand, compared with the study average of 46%. Additionally, 79% of delighted customers say they “definitely will” recommend the brand to others, compared with the study average of 47%.

Interior Paint Rankings

Benjamin Moore (853) ranks highest in customer satisfaction among interior paint brands and performs particularly well in the application; durability; product offerings; and warranty/guarantee factors. BEHR (851) ranks second, performing highest in the in-store color displays and printed materials factor. Valspar (848) ranks third.

Exterior Paint Rankings

Sherwin-Williams (857) ranks highest in customer satisfaction among exterior paint brands, performing particularly well in the application; in-store color displays and printed materials; and product offerings factors. Benjamin Moore (854) ranks second, performing highest in the durability and warranty/guarantee factors. Pittsburgh (852) ranks third.

Exterior Stain Rankings

Benjamin Moore (828) ranks highest in customer satisfaction among exterior stain brands, performing particularly well in the durability; offerings; price; and warranty/guarantee factors. Sherwin-Williams (826) ranks second, performing highest in application; in-store color displays and printed materials; and product offerings factors. BEHR (816) ranks third.

Paint Retailer Rankings

Benjamin Moore Paint Stores (859) ranks highest in customer satisfaction among paint retailers and performs particularly well in the staff and service; merchandise; and store facility factors. Sherwin-Williams (850) ranks second. Menards (843) ranks third, performing highest in price and sales and promotions.

The 2018 Paint Satisfaction Study is based on responses from 8,144 customers who purchased and applied interior paint, exterior paint and/or exterior stain in the past 12 months. The study was fielded in March 2018.

For more information about the JD Power Paint Satisfaction Study, visit http://www.jdpower.com/business/resource/paint-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