Category: United States

JD Power Car Ratings Integrated into NADAguides.com to Create Unrivaled Car-Shopping Experience

2018-04-18

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COSTA MESA, Calif.: 23 April 2018 — JD Power consumer ratings, reviews and scores will now be available on NADAguides.com, the largest car-shopping site for vehicle pricing, deals and car-shopping tools. The planned site enhancements occur just eight months after NADAguides.com was acquired by JD Power.

“We’re constantly evolving the car-shopping experience on NADAguides.com to provide consumers with simple access—on any device—to pricing information for purchases, trade-ins and used-car sales,” said Troy Snyder, Vice President, Consumer Division, at JD Power. “For the first time, we’ve paired the highly regarded data of NADAguides.com with JD Power’s well-respected ratings and awards that annually measure vehicle dependability; quality; performance; style and design; sales experience; and customer service.”

In the last 10 years, JD Power has surveyed more than 2 million vehicle owners, provided insights for nearly 2,000 vehicle models and awarded 555 iconic awards. These comparisons are now available directly to car shoppers. To enrich this experience further, NADAguides.com has also integrated Verified Owner Ratings and Reviews and clearly marked model award recipients, making it easy for car shoppers to research the specific models that are performing at the top of their respective car segments.

“NADAguides.com publishes more online vehicle data to help consumers researching their next vehicle than any other website,” added Snyder. “It’s the only site that has all this information in one place.”

NADAguides.com, owned and operated by JD Power, is the largest publisher of vehicle pricing, information and tools for new and used cars, classic cars, motorcycles/powersports, boats, recreation vehicles (RVs) and manufactured homes.

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

 

Retail Bank Customer Satisfaction Strained by Growth of Digital-Only Segment, JD Power Finds

2018-04-23

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COSTA MESA, Calif.: 26 April 2018 — Retail bank investments in technology are paying off in the form of substantial numbers of digital-only bank customers, but some of that growth may be coming at the expense of customer satisfaction. According to the JD Power 2018 U.S. Retail Banking Satisfaction Study,^SM 28% of retail bank customers are now digital-only, but they are the least satisfied among all customer segments examined in the study.

“There is no doubt that digital banking channels give banks an enormous opportunity to reduce costs, but the risk is that those cost savings come with lower levels of customer engagement,” said Paul McAdam, Senior Director of the Banking Practice at JD Power. “Right now, retail banks need to address the growing digital divide that is emerging within customer segments. Successfully navigating that transition will require banks to provide better, more personalized advice that is consistent across both digital and branch interactions and to ensure that customer needs are met, regardless of channel.”

Following are some key findings of the study:

• Digital-only and branch-only customers are least-satisfied customer segments: Overall satisfaction is lowest among retail bank customers who exclusively used online or mobile banking channels during the past three months (791 on a 1,000-point scale). Customers who exclusively used a branch are slightly more satisfied (804). The segment with the highest level of overall satisfaction—823—is branch-dependent digital customers, the group that used the branch two or more times in the past three months and also used online or mobile banking. This group is followed by digital-centric branch-using customers (808), who used the branch once in the past three months and used online or mobile banking.
• Communication is where relationships fall short: The lower satisfaction scores found among digital-only customers are largely driven by weaker performance across three factors in the study: communication and advice; products and fees; and new account opening.
• Digital divide largest among Millennial^[1] and Gen X bank customers: The gap in satisfaction between digital-centric and branch-dependent customers cuts across all generations of retail bank customers, but it is most pronounced among Millennials (35-point satisfaction gap) and Gen X (24-point satisfaction gap), bucking the conventional wisdom that younger banking customers do not like to use branches.
• Big banks lead the way on digital transformation: Big banks have the largest concentration of digital-centric customers (47%). Within the big and regional bank segments, Capital One and Bank of America have the highest percentages of digital-centric customers (55% and 53%, respectively), giving them a significant lead in digital transformation.

“While the retail banking industry has a great deal of work to do to bridge the growing digital divide, some leaders have already begun to make huge progress on the digital learning curve,” McAdam said. “Some of the best practices being pioneered today by digital leaders include highly personalized digital interactions along with branch transformation efforts that serve the needs of both digital-centric and branch-dependent customers.”

Study Rankings

The study measures customer satisfaction with banks in 11 regions of the United States. The scores reflect satisfaction of the entire retail banking customer bases of these banks, representing a broader group of customers than just the branch-dependent and digital-centric segments. The JD Power award recipients with the highest retail banking customer satisfaction scores by region are:

California Region: U.S. Bank (824)
Florida Region: TD Bank (844)
Mid-Atlantic Region: Northwest Bank (840)
Midwest Region: First National Bank of Omaha (845)
New England Region: Bangor Savings Bank (862)
North Central Region: City National Bank (W.V.) (854)
Northwest Region: Banner Bank (838)
South Central Region: Trustmark National Bank (856)
Southeast Region: United Community Bank (854)
Southwest Region: MidFirst Bank (877)
Texas Region: Frost Bank (873)

The 13^th annual U.S. Retail Banking Satisfaction Study measures satisfaction in six factors (listed in alphabetical order): channel activities; communication and advice; convenience; new account opening; problem resolution; and products and fees. Channel activities include seven subfactors (listed in alphabetical order): assisted online service; ATM; branch service; call center service; IVR/automated phone service; mobile banking; and online banking.

The study is based on responses from more than 88,000 retail banking customers of 200 of the largest banks in the United States regarding their experiences with their retail bank. It was fielded in quarterly waves from April 2017 to February 2018.

For more information about the U.S. Retail Banking Satisfaction Study, visit http://www.jdpower.com/business/resource/us-retail-banking-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

 

New Vehicle Sales Pace to Decline Again Despite Higher Discounts

2018-04-25

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DETROIT: 26 April 2018 — The new vehicle retail sales pace in April is expected to fall from a year ago, according to a forecast developed jointly by JD Power and LMC Automotive. The seasonally adjusted annualized rate (SAAR) for retail sales is expected to be 13.5 million units, down 500,000 from April 2017. Retail sales are projected to reach 1,046,000 units, a 1.3% decrease on a selling day adjusted basis compared with April 2017. (April 2018 has two fewer selling days than April 2017.) Without the selling day adjustment, this translates to a retail sales decline of 8.9%.

“Although April sales will be underwhelming, it’s important to note that both March and April results are affected by quirks in the industry sales calendar,” said Thomas King, Senior Vice President of the Data and Analytics Division at JD Power. “March benefited from an extra weekend this year, while April sales have been negatively affected by having one less selling weekend compared to 2017. When looking at the two months combined, retail sales will be down only modestly from last year.”

Incentive spending remains the larger concern, and month-to-date average spending is $3,698, up $187 vs. the same period last year. The spending increase continues to be driven by trucks and SUVs—up $426—while spending on cars is down $226. With the overall decline in sales this month, consumer expenditures are expected to fall by nearly $2 billion from last year.

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

	April 20181	March 2018	April 2017
New-Vehicle Retail Sales	1,045,800 units (-1.3% lower than April 2017)2	1,283,198 units	1,147,654 units
Total Vehicle Sales	1,312,800 units (-0.1% lower than April 2017)2	1,652,433 units	1,424,296 units
Retail SAAR	13.5 million units	13.5 million units	14.1 million units
Total SAAR	16.6 million units	17.4 million units	17.0 million units

¹Figures cited for April 2018 are forecasted based on the first 17 selling days of the month.
²April 2018 has 24 selling days, while April 2017 had 26 selling days in the month.

• The average new-vehicle retail transaction price to date in April is $32,544, a record for the month, surpassing the previous high for the month of $31,414 set in April 2017.
• Consumers are on pace to spend $34 billion on new vehicles in April, $2 billion less than last year’s level.
• Trucks account for 67% of new-vehicle retail sales through April 22—the highest level ever for the month of April—making it the 22nd 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 through April 22, down two days from last year.
• Fleet sales are expected to total 267,000 units in April, up 4.6% from April 2017.  Fleet volume is expected to account for 20% of total light-vehicle sales, up from 19% last year.

Jeff Schuster, President, Americas Operations and Global Vehicle Forecasts at LMC Automotive, said, “Uncertainty and unfavorable factors appear to be mounting for autos, including a volatile stock market, rising interest rates, rising oil prices and potential trade roadblocks. But the auto industry is resilient and disciplined. It’s shrugged off most of the concerns to date. Going forward, it wouldn’t take much to turn delicate stability into more pronounced pullback. Keep an eye on the economy after 2018, as signals are increasing that a mild recession could be on the horizon.”

Despite the level of uncertainty, sales have been consistent. LMC’s forecast for 2018 total light-vehicle sales is holding at 17.0 million units, a decrease of 1.1% from 2017. The retail light-vehicle forecast is also consistent with last month, rounding up to 13.8 million units, a decline of 1.6% from 2017.

U.S. Retail SAAR— April 2017 to April 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

 

Auto Insurers Double Down on Ads and Digital Investment as Shopping Stagnates, JD Power Finds

2018-04-25

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COSTA MESA, Calif.: 26 April 2018 — There’s never been a more competitive environment for auto insurers in the battle to win and retain business. According to the JD Power 2018 U.S. Insurance Shopping Study,^SM a combination of record-low volumes of new insurance shoppers, consistent price competition among insurers and emerging “insurtech” disruptors on the horizon have forced auto insurers into aggressive customer courtship mode. With less differentiation in the marketplace, insurers are investing heavily in new digital capabilities to improve the insurance shopping process and in national advertising to build their brands.

“We’re entering an era of consumer-centric insurance that will likely be marked by a surge in new digital offerings and serious efforts by insurers to improve the auto insurance shopping experience,” said Tom Super, Director of the Property and Casualty Insurance Practice at JD Power. “Auto insurers looking to differentiate and win new customers are making big bets with digital—such as in personalization—that meet customers’ growing expectations for improved interactions.”

Following are some key findings of the 2018 study:

• Brand reputation is a top driver: Brand reputation is the top driver of consideration, contributing 29% of what influences an insurance shopper to research an insurer’s offerings. Accordingly, the top 10 insurers in terms of total market share now write 72% of all business in the country, up from 64% in 2000. While a strong brand, among other factors, can help drive traffic, a strong value proposition remains essential in driving quote and close rates.

• Delivering a consistent omnichannel experience is critical: Among auto insurance shoppers, 45% use multiple channels when purchasing a policy, illustrating the need for insurers to develop digital capabilities that support the rest of their business functions, not replace them

• Insurtech customer awareness still low: While insurtech companies have raised more than $7.1 billion globally since 2012, the level of awareness of alternative insurance models is still relatively low among insurance shoppers. Just 6% of prospective customers indicate being aware of at least one of the following companies: Lemonade, Metromile, Trov and Sure. Less than half of shoppers who are aware of a given provider would consider doing business with them in the future.

• Directs are winning purchase experience battle: Overall satisfaction among shoppers who purchased insurance from companies that primarily sell directly to the customer is 846 (on a 1,000-point scale). This compares with a score of 842 among shoppers who purchased insurance from companies that primarily sell through independent agents and 834 among those who bought from insurers who primarily sell through exclusive agents.

Study Rankings

Erie Insurance ranks highest among auto insurers in providing a satisfying purchase experience, with a score of 877. This marks the sixth consecutive year Erie Insurance has ranked highest in the study. Auto-Owners Insurance ranks second (870) and American Family ranks third (860).

Now in its 12^th year, the U.S. Insurance Shopping Study measures auto insurance shopping, purchase behavior and purchase experience satisfaction among customers who recently purchased insurance. Satisfaction is measured in three factors (in order of importance): price; distribution channel; and policy offerings.

The study is based on responses from more than 15,000 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past nine months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in April, July and October 2017 and January 2018.

For more information about the U.S. Insurance Shopping Study, visit http://www.jdpower.com/business/resource/jd-power-us-insurance-shopping-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

 

Koji Yamamoto to Join JD Power as President for Japan

2018-04-26

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COSTA MESA, Calif.: 27 April 2018— Koji Yamamoto, a seasoned automotive and technology executive, has been appointed President and Representative Director of JD Power Japan, effective May 8.  In this role, Yamamoto will oversee the company’s business operation and growth strategies in Japan, with a focus on serving the needs of Japanese automobile manufacturers in understanding and responding to the Voice of the Customer globally amidst the disruptors that face the industry today, including the growing focus on autonomous vehicles and new energy vehicles.

Yamamoto is ideally suited to this position given his experiences with Nissan for over 25 years, where most recently he was the global head of Nissan’s vehicle industrial strategy. Previously, he led a number of strategic initiatives on connected vehicles, autonomous driving and electric cars, including the Nissan Leaf global launch.   Yamamoto said, “I am humbled to step into such an important role. It will be an honor to lead JD Power Japan as we help Japanese automakers achieve new levels of Customer Satisfaction and Quality, especially as the global automotive industry undergoes unprecedent changes toward autonomous vehicles, electrified powertrains and shared mobility.”

Yamamoto succeeds Kaoru Suzuki, who will continue as Representative Director of JD Power Japan, now taking on the new responsibility as Leader of JD Power’s Service Industries division throughout Asia Pacific.  Suzuki will oversee the company’s business in Japan, China, Singapore, India, Australia and other ASEAN countries, with a special focus on providing the Voice of the Customer in the Financial Services sector.  Suzuki is a 25-year veteran of JD Power and has been directly involved in the growth of services in Japan since the office opened and said, “I look forward to continued growth in our services and capabilities to serve Service Industries throughout Asia Pacific.  Providing integrated services throughout the region in the Financial Services industry will be a critical part of our future in the region.”

“We’ve been operating in Japan for decades and we are building a strong team there to better serve our clients and grow our business in Japan and across the region,” said Jacob George, Vice President and General Manager, JD Power Asia Pacific. “Japan and indeed the whole of Asia Pacific is a strategic market for JD Power given the high attention that our clients place on the region. I’m confident that with the appointment of the right and new leadership roles, we will further grow our business and expand our coverage in these key markets, especially helping our clients cope with disruptions in an increasingly dynamic and connected market.” 

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 Tokyo, 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 http://japan.jdpower.com

Media Relations Contacts
Kumi Kitami; JD Power; Tokyo; 81-3-4570-8410; [email protected]
Geno Effler; JD Power; Costa Mesa, Calif., USA; 001-714-621-6224; [email protected]

 

JD Power and Qualtrics Create Alliance to Provide Strategic Customer Experience Solutions

2018-05-01

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COSTA MESA, Calif., and SALT LAKE CITY, Utah: May 2, 2018 — JD Power, a global leader in consumer insights, advisory services and data and analytics, and Qualtrics, the leader in experience management, announces an alliance to provide strategic customer experience solutions for brands in nearly every industry.

The alliance brings together JD Power’s expertise in syndicated benchmarks, advisory services and customer experience optimization with the Qualtrics Experience Management Platform^TM, which allows organizations to cohesively manage the four core experiences of business—customer, employee, product and brand experience—all on a single platform for the first time ever. Trusted by more than 8,500 brands around the world, the XM Platform™ is mission critical to every organization as they seek to compete in today’s experience economy.

“The JD Power-Qualtrics alliance provides the technology, analytics and expertise that will help brands get ahead and stay ahead,” said John Torrey, Chief Corporate Development Officer at Qualtrics. “Companies will clearly understand how to improve experiences with customers and employees to differentiate their brands and products, which is essential in today’s business environment.”

As a founding member of the Qualtrics Partner Network (QPN), JD Power will leverage the Qualtrics Experience Management Platform to enhance value across its experience management solutions from project implementation to ongoing project management. In addition, JD Power will benefit from Qualtrics’ extensive experience helping organizations of every size across every industry create world-class experience management programs.

Qualtrics and JD Power will offer clients Certified XM Solutions™ which include:

• JD Power syndicated research and benchmark solutions, including JD Power’s Bain Certified Net Promoter Score^® benchmarks^[1]
• Industry key performance drivers linked to CSAT and NPS^®
• Quick-start, industry-specific customer experience programs enabling clients to quickly launch and measure customer feedback
• JD Power’s customer experience optimization and management advisory expertise

“Through this alliance, customers will be able to leverage JD Power’s 50 years of customer experience expertise and Qualtrics’ best-in-class technology to create unforgettable customer experiences and provide a lasting competitive advantage,” said Bernardo Rodriguez, Chief Digital Officer at JD Power. “As products and services become more commoditized, customer experience will drive brand differentiation. JD Power and Qualtrics are working together to help companies understand how to continuously improve customer interactions at every meaningful touchpoint.”

For more information on the alliance, please visit https://www.qualtrics.com/partnerships/jd-power/

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

Qualtrics is a single system of record for all experience data, also called X-data^TM, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics. To learn more, and for a free account, please visit www.qualtrics.com.

Media Contacts
Geno Effler; JD Power; 714-621-6224; [email protected]
Mike Maughan, Qualtrics; 385-203-4565; [email protected]

 

Digital Divide among Retail Bank Customers Drags Satisfaction Level, JD Power Finds

2018-05-01

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TORONTO: 3 May 2018 — Canadian banks’ significant investment into technology is paying off in shifting more people to leverage digital channels, with 47% of retail banks customers now categorized as “digital-centric.” In fact, 32% of customers who use retail banking are digital-only customers who opt to do their banking solely online or with a mobile device, according to the JD Power 2018 Canadian Retail Banking Satisfaction Study,^SM released today.

While utilization of digital tools increases satisfaction among customers who use branches, satisfaction with the banking relationship is lowest among customers in the digital-only segment. Satisfaction among digital-only customers is 22 points lower than among digital-centric customers who occasionally use branches (766 vs. 788 on a 1,000-point scale).

“Canadian banks have made significant commitments to technological investments by digitizing their services and channels in recent years,” said Bob Neuhaus, Financial Services Consultant at JD Power. “Digital channels give banks an enormous opportunity to reduce costs, but the risk is that those cost savings come with lower levels of customer engagement. Once banks address the growing digital divide within customer segments, customer satisfaction can improve.”

Following are some key findings of the 2018 study:

• Communication misalignment: While banks still rely heavily on phone calls to proactively communicate, digital-centric and branch-dependent customers show clear preference for other forms of communication. Email is considered the most preferred channel of communication by digital-centric and branch-dependent customers (42% and 33%, respectively), yet only about 1 in 5 customers indicate their most recent bank communication was delivered via email. As banks push further into digital transformation, they need to move in lockstep with their customers beyond the email era and incorporate a full range of digital communication options such as mobile texting, in-app messaging and social media.

• Millennials^[1] embrace mobile banking more than anyone: The adoption of mobile banking is on the rise, with Millennials leading the charge. More than three-fourths (77%) of Millennial retail bank customers have used mobile banking over the past three months. While balance checking and bill payments are the most common mobile banking functions, banks are missing out on other mobile-enabled service opportunities that lift satisfaction levels, such as special promotions, biometric log-ins and balance display prior to logging in.

“In comparison to their U.S. counterparts, customers in Canada are more self-service-oriented, which presents even greater opportunities for retail banks to push further on the digital transformation front,” Neuhaus noted. “But to be successful, banks should put emphases on best practices for highly personalized digital interactions along with branch transformation efforts that serve the needs of both digital-centric and branch-dependent customers.”

Study Rankings

The study measures customer satisfaction with Canada’s large and midsize banks. The scores reflect satisfaction of the entire retail banking customer bases of these banks, representing a broader group of customers than just the branch-dependent and digital-centric segments.

RBC Royal Bank ranks highest in overall customer satisfaction for a third consecutive year among Big 5 Banks, achieving a score of 788. TD Canada Trust ranks second with a score of 787, followed by BMO Bank of Montreal with a score of 781.

Among Midsize Banks, Tangerine ranks highest in overall customer satisfaction for a seventh consecutive year, with a score of 829. ATB Financial (805) and Simplii (801) rank second and third, respectively.

The Canada Retail Banking Satisfaction Study measures customers’ satisfaction in six factors (listed in alphabetical order): channel activities; communication and advice; convenience; new account opening; problem resolution; and products and fees. Channel activities include seven subfactors (listed in alphabetical order): assisted online service; ABM; branch service; call centre service; IVR/automated phone service; mobile banking; and online banking. The study is based on responses from nearly 14,000 retail banking customers of Canada’s largest and midsized banks regarding their experiences with their retail bank. It was fielded from June 2017 to January 2018.

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts
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]

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

 

Unlimited Data Positively Affects Network Quality, while ‘Bring Your Own Device’ Campaigns Have Negative Effects, JD Power Finds

2018-01-30

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COSTA MESA, Calif.: 1 Feb. 2018 — Unlimited data plans are the magic elixir for wireless network quality, while “bring your own device” promotions are having the opposite effect, according to the JD Power 2018 U.S. Wireless Network Quality Performance Study^SM—Volume 1. The study finds that customers with unlimited data plans experience a lower incidence of overall network problems, data problems, messaging problems and calling problems than those with data allowances, but customers who bring their old devices to a new plan experience a higher incidence of network quality problems than those that purchase phones from their carrier.

“Bring your own device, or BYOD, promotions that allow wireless customers to bring their existing device with them when they switch carriers have become a major trend as upgrade cycles lengthen, but they are having a negative effect on customer perception of network quality,” said Peter Cunningham, Technology, Media, and Telecommunications Practice Lead at JD Power. “Meanwhile, unlimited data plans continue to be associated with higher network quality for the second straight year, underscoring the huge importance wireless customers have placed on unlimited data usage.”

Following are some key findings of the study:

• Unlimited data continues to improve customer perception of quality: Unlimited data plan customers experience an average of 11 overall network quality problems per 100 connections (PP100) vs. an average of 13 PP100 among customers with data allowances. They also experience a lower incidence of data problems (15 PP100 vs. 17PP100).

• BYOD customers experience higher incidence of network quality problems: Overall network quality for customers who brought their own device is 12 PP100 vs. 11 PP100 for those who paid their carrier in full or in installments for a device. This difference in overall network quality is driven by gaps in calling quality (14 PP100 among those who brought their own device vs. 13 PP100 among those who purchased a device from their carrier) and data quality (17 PP100 vs. 15 PP100).

• Verizon Wireless continues network quality reign: Verizon Wireless has notched their third consecutive time performing highest in all regions (note: tie with U.S. Cellular in North Central). Overall network quality for Verizon Wireless across all regions is 9 PP100 vs. an average of 11 PP100.

• Phone age not really a factor: The average age of a phone brought to a carrier is 19 months vs. 14 months for phones that were purchased through the carrier. However, network quality does not necessarily decline with phone age. Phones less than a year and a half old are associated with 12 PP100 vs. 10 PP100 among phones 18 months or older, suggesting that some quality issues may be caused by network optimization issues and not the age of the phone.

• Quality steady: On a national basis, customers experience an average of 11 overall network quality PP100, which is stable from the 2017 Vol. 2 Study. Incidences of calling problems (13 PP100), messaging problems (5 PP100), and data problems (16 PP100) have also remained stable.

• Network quality directly linked to customer loyalty: The percentage of customers who say they “definitely will not” switch carriers in the next 12 months is 22% among those who experience 12 or more PP100; 31% among those who experience 8 PP100 to 12 PP100; 35% among those who experience 4 PP100 to 8 PP100; and 46% among those who experience fewer than 4 PP100.

Study Rankings 

Verizon Wireless ranks highest in all six regions covered in the study, with better 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 1 is based on responses from 38,595 wireless customers. Carrier performance is examined in six geographic regions: Northeast, Mid-Atlantic, Southeast, North Central, 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 July through December 2017.

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; 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 Presents President’s Award to Home Instead Senior Care

2018-02-06

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COSTA MESA, Calif.: 7 Feb. 2018 — JD Power presented its prestigious President’s Award to Home Instead Senior Care in recognition of its commitment to caring for older adults and exceeding customer expectations. Home Instead Senior Care is a network of more than 1,100 franchises that provide in-home, non-medical care for seniors, with offices in 12 countries.

The JD Power President’s Award is a discretionary award that recognizes individuals or companies demonstrating dedication, commitment and sustained improvement in serving customers. During the 50-year history of JD Power, only 13 companies have previously received the award.

Finbarr O’Neill, President of JD Power, presented the award to Home Instead Senior Care President and Chief Executive Officer, Jeff Huber, during a ceremony at the JD Power corporate headquarters in Costa Mesa, Calif.  

“Home Instead Senior Care has established a customer-centric culture within their organization that merits this special recognition. Home Instead provides cutting-edge thought leadership across aging-related industries and provides clients and families with the most relevant resources for senior care and aging,” said O’Neill. “Since Lori and Paul Hogan founded the company in 1994, they have embraced clients with dignity, appreciation and service excellence. We at JD Power are honored to present our highest accolade to Home Instead Senior Care.” 

O’Neill noted that Home Instead’s achievement in terms of customer service excellence reflects a culture committed to the highest level of care for seniors.

“It is a true honor to accept this prestigious award as a testament to the Home Instead Senior Care mission, which is to enhance the lives of aging adults and their families,” Huber said. “Through the outstanding care provided by our franchisees and their teams, the collaboration of our leadership team with global aging organizations, the resources we provide through CaregiverStress.com and HelpForAlzheimersFamilies.com, and the contributions of the Home Instead Senior Care Foundation, we are changing the face of aging in the United States and around the world.”

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Home Instead Senior Care was founded in 1994 in Omaha, Nebraska, by Lori and Paul Hogan, the Home Instead Senior Care network provides personalized care, support and education to help enhance the lives of aging adults and their families. Today this network is the world’s leading provider of in-home care services for seniors, with more than 1,100 independently owned and operated franchises that annually provide more than 70 million hours of care throughout the United States and 11 other countries. Local Home Instead Senior Care offices employ approximately 65,000 CAREGivers worldwide who provide basic support services that enable seniors to live safely and comfortably in their own homes for as long as possible. The Home Instead Senior Care network partners with each client and his or her family members to help meet that individual’s needs. Services span the care continuum from providing companionship and personal care to specialized Alzheimer’s care and hospice support. Also available are family caregiver education and support resources.

Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
Dan Wieberg; Omaha, Neb.; 402-498-4466; [email protected]

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

 

Most Owners Still in Love with Their Three-Year-Old Vehicles, JD Power Finds

2018-02-12

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COSTA MESA, Calif.: 14 Feb. 2018 — On a day when people traditionally demonstrate their love for another person, consumers’ affection for their three-year-old vehicles is equally apparent in the JD Power 2018 U.S. Vehicle Dependability Study^SM (VDS), released today. Overall vehicle dependability improves 9% from 2017, the first time the industry score has improved since 2013.

The study, now in its 29^th year, measures the number of problems experienced per 100 vehicles (PP100) during the past 12 months by original owners of 2015 model-year vehicles. A lower score reflects higher quality, and the study covers 177 specific problems grouped into eight major vehicle categories. The overall industry average improves by 14 PP100 to 142 PP100 from 156 PP100 in 2017.

“For the most part, automotive manufacturers continue to meet consumers’ vehicle dependability expectations,” said Dave Sargent, Vice President, Global Automotive at JD Power. “A 9% improvement is extremely impressive, and vehicle dependability is, without question, at its best level ever. For people looking for a new or used model, now is a good time to find that special vehicle.”

Following are some of the study’s key findings:

• In-vehicle technology continues to be most problematic: Audio/Communications/ Entertainment/Navigation (ACEN) remains a troublesome category for vehicle owners, receiving the highest frequency of complaints. The two most common problems relate to built-in voice recognition (9.3 PP100) and built-in Bluetooth connectivity (7.7 PP100).
• Mass Market brands continue to close the gap with Luxury brands: The Mass Market average (143 PP100) is now just 7 PP100 behind the Luxury average (136 PP100). This is a result of many high-volume vehicles rewarding their owners with excellent long-term dependability.

JD Power finds that vehicle residual values can be significantly affected by better long-term quality.

“Strong dependability scores not only improve demand for used vehicles, but also are a contributor to higher residual values,” said Jonathan Banks, Vice President of Vehicle Analysis and Analytics at JD Power. “Improving dependability ultimately supports new vehicle sales and provides a better perception of the brand.”

Highest-Ranked Brands

Lexus ranks highest in overall vehicle dependability among all brands, with a score of 99 PP100. This is the seventh consecutive year Lexus has led the VDS rankings. Porsche ranks second with 100 PP100.

Buick ranks highest in overall vehicle dependability among Mass Market brands with a score of 116 PP100.

Fiat is the most improved brand, with owners indicating 106 fewer PP100 than in 2017. Infiniti has the largest improvement in rank, moving from 29^th to 4^th. Other brands with strong improvements include Nissan (37 fewer PP100 than in 2017) and Ford (31 fewer PP100 than in 2017). Kia’s fifth^–place ranking is the brand’s best-ever VDS performance. Dodge and Nissan also post their best-ever rankings.

Toyota Motor Corporation models receive six of the 19 segment awards, the most for an individual corporation in the study. These awardees are Lexus CT, Lexus ES, Lexus GS, Lexus RX, Toyota Prius and Toyota Tacoma.

General Motors models receive five segment awards for the Buick LaCrosse, Chevrolet Equinox, Chevrolet Malibu, Chevrolet Traverse and Chevrolet Silverado.

Audi Q3 is the only model in the 2018 study to receive an award in its introduction year. Other models receiving segment awards are the Dodge Challenger, Ford Super Duty, Ford Expedition, Honda Odyssey, Hyundai Tucson, Kia Rio and Mercedes-Benz GLK-Class.

The 2018 U.S. Vehicle Dependability Study is based on responses from 36,896 original owners of 2015 model-year vehicles after three years of ownership. The study was fielded in October-December 2017.

For more information about the 2018 U.S. Vehicle Dependability Study, visit  http://www.jdpower.com/business/resource/us-vehicle-dependability-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