Category: United States

Smartphones Become Preferred Channel for Buying New Wireless Devices, JD Power Finds

2018-02-13

jdp-root

COSTA MESA, Calif.: 15 Feb. 2018 — Smartphones have emerged as the purchase channel of choice for new wireless purchases, topping in-store, telephone and all other online channels in driving the highest levels of overall customer satisfaction with the new device purchase experience. That’s the key finding of the JD Power 2018 U.S. Wireless Purchase Experience Full-Service Performance Study^SM—Volume 1 and the JD Power 2018 U.S. Wireless Purchase Experience Non-Contract Performance Study^SM—Volume 1, both released today.

“The wireless market is rapidly evolving into a self-contained ecosystem in which all aspects of the ownership experience, from buying the device to engaging with customer support, is done entirely on a mobile device,” said Peter Cunningham, Technology, Media, and Telecommunications Practice Lead at JD Power. “While in-store customer service is still key for things like explaining data usage and demonstrating device operations, the speed and consistency of the experience delivered via mobile is clearly resonating with mobile customers.”

Following are key findings of the 2018 studies:

• Satisfaction highest when making wireless device purchase online via smartphone: Overall satisfaction with the wireless device purchase experience is highest among customers who accessed an online sales channel via smartphone. Overall satisfaction among customers making new wireless device purchases online via smartphone is 857 points (on a 1,000-point scale) vs. 823 among customers who used the online channel via computer or tablet; 842 among those who used the in-store channel; and 836 among those who used the telephone.

• Wireless purchase experience optimized for small screen: Customers making a new device purchase online via a smartphone spend an average of 10.6 minutes completing their online purchase, compared with 13.7 minutes among those using a computer or tablet. Customers purchasing via smartphone also provide higher ratings for website attributes, such as ease of navigation; appearance of website; and ease of making an order.

• Stores still important: Among customers using the in-store channel to buy a new wireless device, the key drivers of satisfaction are explanation of how to manage data usage; explanation of the latest technology; and demonstration of device operations and features. Even when customers make the wireless purchase online, overall satisfaction scores are higher when they visit a store prior to making the purchase.

• Unlimited data still wields influence: When it comes to cost of service, satisfaction is 12 points higher among customers with unlimited data plans than among those with data limits (768 vs. 756, respectively). Combining individual and family plans, the average price paid for a wireless phone increases to $364 from $308 in the 2017 Volume 2 study, and the average monthly service bill increases to $157 from $149.

Study Rankings

T-Mobile ranks highest in overall satisfaction among wireless full-service carriers, with a score of 855. MetroPCS ranks highest among non-contract full-service carriers, with a score of 858. Consumer Cellular ranks highest among wireless non-contract carriers in the value segment with a score of 866.

Now in their 15th year, the semiannual studies evaluate the wireless purchase experience of customers who use any one of three purchase channels: phone calls with sales representatives; visits to a retail wireless store; or online/website. Overall purchase experience satisfaction with both full-service and non-contract carriers is measured in six factors (in order of importance): store sales representative; website; offerings and promotions; phone sales representative; facility; and cost of service.

The 2018 U.S. Wireless Purchase Experience Full-Service Performance Study—Volume 1 and the 2018 U.S. Wireless Purchase Experience Non-Contract Performance Study—Volume 1 collectively surveyed 13,344 customers who made a sales transaction with their current carrier within the previous three months. The studies were fielded from July through December 2017.

For more information about the U.S. Wireless Purchase Performance studies, visit http://www.jdpower.com/business/resource/us-wireless-purchase-experience-performance-studies.

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

Media Relations Contacts
Geno Effler; 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

 

P&C Insurance Customer Satisfaction Driven by Good Communication, Not Speed, JD Power Finds

2018-02-21

jdp-root

COSTA MESA, Calif.: 22 Feb. 2018 — Overall customer satisfaction among homeowners filing property insurance claims has reached a new all-time high, despite record-high property losses following a spate of hurricanes, earthquakes and fires in North America. That’s according to the JD Power 2018 U.S. Property Claims Satisfaction Study,^SM which finds that insurers that have achieved the highest levels of customer satisfaction have also been the most effective at managing customer expectations for the time it will take to settle claims.

“The last two years of record catastrophic losses have put P&C insurers to the test, and many have risen to the occasion, driving overall customer satisfaction levels to new highs,” said David Pieffer, Property & Casualty Insurance Practice Lead at JD Power. “While that overall performance is a positive for the industry, there is wide variability in the ranges of performance among insurers in different regions of the country and between different service attributes. Particularly noteworthy, customer satisfaction in Texas and Florida—two of the areas hardest hit by hurricanes—show below-average results, spotlighting areas where there is still room for improvement among insurers.”

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

• Overall customer satisfaction reaches record high: Overall satisfaction for property claims has reached an all-time high of 860 (on a 1,000-point scale) at the same time the personal lines segment has experienced record claims. This is the second consecutive year that property claims satisfaction levels are in line with auto claims satisfaction scores, which had historically trended higher. The bulk of this year’s improvement is driven by non-weather-related claims, primarily related to water damage.

• Managing time expectations becomes key driver of satisfaction: The time it took to settle a claim is the single lowest-rated attribute in the study, with 1 in 7 respondents indicating that the claim took longer than expected. However, when time frames are properly managed, even groups that experience the longest time-to-settlement still rate their experience above the industry average of 8.45 (on a 10-point scale). Time-to-settle satisfaction ratings are 1.9 points lower when insurers miss customer timing expectations, even when the time frame is relatively short.

• Areas hit hardest by weather events show declining satisfaction: Texas and Florida show declining customer satisfaction scores in the immediate aftermath of major weather events. In both cases, the time required to estimate the damages is particularly affected. Claims related to hail storms in Texas, and high winds or storms in Florida, see this time nearly double to 10 days compared with five days for claims in these states not related to weather.

• Outsourcing takes a toll: The use of independent appraisers, which typically spikes when large catastrophic events occur, is associated with significantly lower customer satisfaction scores. However, interactions with the appraisers are not driving the lower scores; rather, insurance companies are not effectively incorporating appraisers into the claim process workflow as customers are most critical of key claim experience attributes such as time-to-settle; kept informed on claim; and thorough explanation of settlement.

Study Rankings

Amica Mutual ranks highest in property insurance claims experience for a seventh consecutive year, achieving a score of 895. Chubb ranks second with a score of 887, followed by Erie Insurance with a score of 884.

The U.S. Property Claims Satisfaction Study measures satisfaction with the property claims experience among insurance customers who have filed a claim for damages by examining five factors (listed in order of importance): settlement; claim servicing; first notice of loss; estimation process; and repair process. It is based on 6,572 responses from homeowners’ insurance customers and was fielded between January and November 2017.

For more information about the U.S. Property Claims Satisfaction Study, visit http://www.jdpower.com/business/resource/us-property-claims-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

 

Retail Banks Play Valuable Role as First Line of Financial Advice for Customers, JD Power Finds

2018-02-23

jdp-root

COSTA MESA, Calif.: 26 Feb. 2018 — In a financial services landscape littered with personal finance gurus, mobile finance apps and well-intentioned friends and family, the retail bank is still a valuable first line of financial advice on everything from quick savings tips to retirement strategies, but many banks miss this key opportunity to connect with their customers. According to the JD Power 2018 U.S. Retail Banking Advice Study,SM 78% of U.S. retail bank customers say they are interested in receiving financial advice or guidance from their bank. However, just 28% of retail bank customers say they receive financial advice.[1] The study also finds that customer satisfaction surges when banks get the advice formula right.

The inaugural study measures retail banking customer satisfaction with 17 large U.S. banks as well as best practices related to retail bank-provided advice and account opening processes.

“In recent years, large U.S. retail banks have steadily improved customer satisfaction because of technology investments to provide greater banking convenience and more-consistent products and services,” said Paul McAdam, Senior Director of the Banking Practice at JD Power. “The industry’s service improvements have led more customers, particularly younger ones, to view their retail bank as a viable provider of advice. In response, many banks are increasing their emphasis on providing practical advice and guidance to help customers gain greater control over their finances and meet specific financial goals. The challenge for banks is getting the advice formula right and delivering it in a personalized manner across all channels—not only at the branch, but also via the website and mobile app.”

Following are key findings of the new study:

• 78% of retail bank customers want guidance: Among the most common types of advice retail bank customers seek are quick tips to help improve their financial situation (41%); investment-related advice (39%); retirement-related advice (35%); advice to help keep track of spending and household budgets (33%); and saving for a large purchase (29%).

• Customers believe they benefit from advice: Among retail bank customers who have received advice/guidance from their bank, 89% believe they have benefited from the information.

• Many banks missing a big opportunity to connect with customers: While there is strong customer interest in receiving advice from their bank and most customers feel they benefit from the advice received, only 28% of customers can recall recently receiving any type of financial advice. 

• Banks struggling to deliver advice digitally: Among retail bank customers who received advice/guidance from their retail bank, 58% of those who received face-to-face advice feel it completely met their needs. That number falls to 45% among customers who received advice digitally (bank’s website or mobile app) and to 33% among those who received advice via email. Moreover, 58% of customers want to receive advice through their bank’s website and mobile app, but only 12% of them have received advice in this manner.

• Millennial customers among most receptive to bank advice: One in three (34%) customers younger than 40 years old say they are “very interested” in receiving advice from their bank, and bank customers ages 25-39 have the highest levels of satisfaction with bank-provided advice. Only 9% of customers ages 25-39 feel the advice received from their bank added no value.

• Advice satisfaction directly linked to trust, retention and advocacy: Among retail bank customers who are highly satisfied with the advice provided by their institution, (overall advice satisfaction score of 900 or higher on a 1,000-point scale), 91% have a high level of trust in their institution; 89% say they “definitely will” reuse their bank for another product; and 87% are identified as Net Promoters.®[2]

“For banks, the key takeaway from this study is that there is a huge opportunity to leverage a combination of in-person and digital interactions to provide advice and guidance that assist customers in their financial journey,” McAdam added. “For customers, these findings shine a light on the valuable role that retail banks can play as a source of trusted financial advice and guidance. Customers should take the opportunity to check out the financial advice and guidance provided by their bank.”

Study Rankings

Among U.S. retail banks, Chase ranks highest in customer satisfaction with retail banking advice with a score of 829. Regions Bank ranks second with a score of 823 and M&T Bank ranks third with a score of 821.

The 2018 U.S. Retail Banking Advice Studysurveyed 3,841 retail bank customers in the United States who received any advice/guidance from their primary bank regarding relevant products and services or other financial needs in the past 12 months. The study evaluated retail banking advice satisfaction with 17 large U.S. retail banks and was fielded in November-December 2017.

For more information about the U.S. Retail Banking Advice Study, visit http://www.jdpower.com/business/resource/us-retail-banking-sales-practices-advice-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 Retail Sales Pace to Fall in February but Transaction Prices to Hit Record Levels

2018-02-26

jdp-root

DETROIT: 27 Feb. 2018 — The new vehicle retail sales pace in February is expected to fall from year-ago levels, 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 13.3 million units, down 400,000 from a year ago. Retail sales are projected to reach 997,300 units, a 3.0% decrease compared to February 2017 (both February 2017 and 2018 had 24 selling days).

“The industry is expected to deliver mixed results in February, with a decline in retail sales volume, higher transaction prices and the potential for the first year-over-year drop in incentive spending in more than four years,” said Thomas King, Senior Vice President of the Data and Analytics Division at JD Power. 

Average incentive spending through the first three weeks of February is $3,840, down $14 versus the same period last year. “The decline in spending is particularly notable given that incentives have risen consistently since 2013. In December 2017 for example, spending rose by over $400 from the prior year,” King added.

However, the decline is due to reduced spend in select segments of the industry, specifically, trucks and SUVs offered by domestic manufacturers. Incentives on domestic trucks and SUVs have fallen $450 through month-to-date. In contrast, incentives on non-domestic trucks and SUVs have risen $482 and spending on all cars is up $80.

While rising transaction prices for the industry overall and reduced spending in some segments of the market is a positive indicator for the long-term health of the industry, sustaining lower levels of incentives will be challenging and considerable potential exists for spending to rise at the end of February and in the months ahead. An illustration is that the $450 decline on domestic truck and SUV incentives has coincided with a significant drop in market share for those vehicles. In fact, domestics share of the truck and SUV market has fallen 3.2 percentage points to 49.2% this month compared to a year ago.

• The average new-vehicle retail transaction price to date in February is $32,237, a record for the month, surpassing the previous high for the month of $31,302 set in February 2017.
• Consumers are on pace to spend $32.2 billion on new vehicles in February, just slightly below last year’s level.
• Incentives as a percentage of MSRP are at 10.2% so far in February, exceeding the 10% level for 19th time in the past 20 months.
• Trucks account for 67% of new-vehicle retail sales through Feb. 18—the highest level ever for the month of February—making it the 20th 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 70 through Feb. 18, flat from last year.
• Fleet sales are expected to total 306,500 units in February, up 1.1% from February 2017. Fleet volume is expected to account for 24% of total light-vehicle sales, up from 23% last year.

Jeff Schuster, Senior Vice President of Forecasting at LMC Automotive, said, “While the pullback in topline light-vehicle sales last year was concentrated on the fleet business, this year the weakness is expected to be primarily on the retail side. Rising interest rates will become an issue with consumers managing monthly payments. The federal tax cut, combined with an approved budget, could spark increased demand as the year progresses.”

LMC’s forecast for 2018 total light-vehicle sales is just under 17.0 million units, a decrease of 1.4% from 2017. Retail light-vehicle sales are forecast to be 13.7 million units, a decrease of 1.7% from 2017.

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

(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

 

Service Satisfaction Key to Increasing Brand Advocacy, JD Power Finds

2018-03-14

jdp-root

COSTA MESA, Calif.: 15 March 2018 — Service quality continues to be the main driver of customer satisfaction among individuals who get their vehicles serviced which, in turn, leads to greater brand advocacy, according to the JD Power 2018 U.S. Customer Service Index (CSI) Study,^SM released today. Additionally, overall satisfaction in 2018 improves 12 index points from 2017.

The study measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 3-year-old vehicles.

Service quality affects whether a customer will recommend using a dealer for service or sales, as well as their loyalty intentions toward a particular brand or model. Scores in the service quality measure improve 39 points to 821 (on a 1,000-point scale) since the study was redesigned in 2015. Other measures in the study showing year-over-year improvement include service advisor (+12 points); service facility (+11); service initiation (+10); and vehicle pick-up (+10).

A new metric, Net Promoter Score^® (NPS)^[1], which measures customer loyalty and predicts business growth, is included in the 2018 study to further show service satisfaction’s role in whether a customer will recommend a brand or tell others to avoid it.

“There’s a strong link between a brand’s CSI score and its Net Promoter Score,” said Chris Sutton, Vice President, U.S. Automotive Retail Practice at JD Power. “When a customer is happy with the service a dealer provides them, they’re more likely to tell their friends and family members about it. This experience creates promoters for the vehicle brand who are more likely to return to a dealer for repairs and common services like oil changes and replacement of batteries, brakes and tires. Increasing the number of brand advocates is the pathway to growth for dealers looking to generate repeat business and bring in new business based on positive word of mouth.

“It’s also good news for manufacturers because satisfied customers tend to stay with a brand and bring others with them,” Sutton added. “Anything less opens the door for customers to shop elsewhere.”

Following are some of the study’s key findings:

• Customers prefer online service scheduling capability: Using the internet to schedule service has increased among all generations, but Gen Y^[2] customers have adopted internet scheduling at a much faster rate than older customers. Nearly one-fourth (24%) of Gen Y customers schedule their service via the internet, compared with 10% of Pre-Boomers. As Gen Y customers contribute to a larger portion of the vehicle-buying marketplace, it is imperative for dealers to offer effective online scheduling tools to serve this group and let them know these tools are available.
• White glove valet service improves loyalty among premium brand customers: Catering to luxury customers with home or office vehicle pick-up and delivery services has a notable effect on intended loyalty to return for future services, with 68% of these customers saying they “definitely will” return to their dealership. Overall scores among those who have their vehicle picked up is 27 points higher than among those who drop their vehicle off at the dealership (889 vs. 862, respectively).
• Promotions, coupons and word of mouth attract young customers: The most common reasons customers choose their dealer for service include prior experience and convenience of location, but younger customers are more likely to rely on recommendations from friends or relatives (9% of Gen Y select a dealer based on recommendations, compared with 5% of Boomers). That is why the Net Promoter Score measurement has gained interest.

Highest-Ranked Brands

Infiniti ranks highest in satisfaction with dealer service among luxury brands for the first time since 2003, with a score of 876. Ranking second in the luxury segment is Porsche (874). Audi, Cadillac and Lexus rank third in a tie (871).

Buick ranks highest in satisfaction for dealer service among mass market brands for a second consecutive year, with a score of 850. Chevrolet and MINI rank second in a tie (849), followed by GMC (843) and Volkswagen (828).

The 2018 U.S. CSI Study is based on responses from 74,021 owners and lessees of 2015 to 2017 model-year vehicles. The study was fielded in October-December 2017.

For more information about the 2018 U.S. Customer Service Index Study, visit http://www.jdpower.com/business/resource/us-customer-service-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; 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

 

Original Equipment Tire Customer Satisfaction Continues to Improve, JD Power Finds

2018-03-16

jdp-root

COSTA MESA, Calif.: 22 March 2018 — Overall customer satisfaction with original equipment tires shows a year-over-year increase, and has improved significantly since 2015, according to the JD Power 2018 U.S. Original Equipment Tire Customer Satisfaction Study,^SM released today. Notable, too, is that run-flat tires are closing the satisfaction gap with conventional tires.

The annual study measures tire owner satisfaction in four key areas (in order of importance): tire wear; tire ride; tire appearance; and tire traction/handling. Rankings are included for four vehicle segments: luxury; passenger car; performance sport; and truck/utility.

Michelin ranks highest in all four vehicle segments, scoring 765 in luxury; 753 in passenger car; 774 in performance sport; and 731 in truck/utility.

“The rise in satisfaction helps validate tire manufacturers’ efforts to meet the demands of OEMs while simultaneously improving the customer experience,” said Brent Gruber, Senior Director, Automotive Quality Practice at JD Power. “The fact that there is little difference in satisfaction between run-flat and traditional tires is a great example. Many OEMs have been replacing spare tires with run-flats to help reduce vehicle weight and improve fuel efficiency. Just a few years ago run-flat tires were a detriment to customer satisfaction but the experience is much more positive now.”

The 2018 U.S. Original Equipment Tire Customer Satisfaction Study is based on responses from 30,477 owners of 2016 and 2017 model-year vehicles, and was fielded in October-December 2017.

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

 

Utilities Lag Other Industries in Digital Experience, but Standouts are Emerging, JD Power Finds

2018-03-19

jdp-root

COSTA MESA, Calif.: 21 March 2018 — Utilities are among the lowest-performing industry groups when it comes to delivering distinct digital customer experiences, but some pioneers have found the secret to digital success, according to the JD Power 2018 Utility Digital Experience Study,^SM.

The inaugural study evaluates customer perceptions of the websites, mobile apps, social, chat, email and text functions of the 67 largest electric, natural gas and water utilities in the United States. It is the first-ever JD Power customer satisfaction study to incorporate biometric analyses (which tracks eye movements, facial emotions and voice tone), video verbatim interviews and detailed surveying to extract real-world customer perceptions. The study was conducted in collaboration with Centric Digital, a leader in measuring and navigating digital transformations. Centric Digital is contributing an expert assessment to the study, including industry benchmarking, digital experience analysis and cross-industry insights.

“Consumers have grown accustomed to receiving up-to-the-minute alerts on the status of at-home deliveries and being able to make checking account deposits with the cameras on their phones, but interacting with their utilities—whether to check usage, pay a bill or report an outage—often seems like a step back into the dark ages of technology,” said Andrew Heath, Senior Director of the Utilities Practice at JD Power. “Utilities know this is a problem, and many have put in place initiatives to address it. But, until now, there hasn’t been a reliable playbook for what works. By probing deeper than ever before into real-world customer interactions with their utility’s digital platform, we’ve been able to spotlight best practices.”

Following are some of the study’s key findings:

• Utilities among lowest-performing industries in digital: When benchmarked against other consumer-facing industries, utilities deliver the worst digital experiences. According to the Centric Digital DIMENSIONS^TM Score, which evaluates digital proficiency, the utility industry scores 571 on a 1,000-point scale. The retail sector, by contrast, scores 771.

• Standouts are emerging: Though overall utility industry performance is weak, there is a wide range of performance, with some providers achieving digital customer satisfaction scores that are in line with top performers in other industries. The highest-ranked utility in the study, Alabama Power, has a JD Power customer satisfaction score of 879, which is a significant 40 points higher than industry average.

• More information in a streamlined format: Top-performing digital utility platforms, whether delivered via desktop or mobile, all display a great deal of information, including usage, account information and payment information, in a streamlined format. The ability to clearly and easily view usage information is the top driver of a positive website/app experience, associated with a 43-point improvement in overall customer satisfaction when delivered.

• Cross-channel communication remains a challenge: One component of the overall digital experience that utility brands struggle with the most is cross-channel communication. Utilities score 345 in the Centric Digital DIMENSIONS^TM Score due to major gaps in social media, email, messaging and customer service capabilities.

Study Rankings

Alabama Power ranks highest in overall satisfaction with a score of 879. SRP (872) ranks second and MidAmerican Energy (870) ranks third. The industry average is 839.

The 2018 Utility Digital Experience Study is based on evaluations from 16,341 customers of the 67 largest electric, natural gas and water utilities. To be included in the study, utilities must serve 540,000 or more customers. The study was fielded in December 2017-January 2018.

For more information about the Utility Digital Experience Study, visit http://www.jdpower.com/business/resource/us-utility-website-evaluation-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.

Centric Digital provides industry leading solutions to measure and navigate digital transformation. Powered by proprietary apps Dimensions™, Scenarios™ and Compass™, Centric Digital has benchmarked hundreds of brands, designed multi-year transformation strategies, unlocked and managed $2+b of investment roadmaps.  Centric Digital ranked on Inc 5000 fastest growing companies in America list for the last 4 years. Centric Digital is headquartered in New York City, with offices in San Francisco, Chicago & Mendoza.

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

 

Automated Vehicle Fender Benders: Consumers Want Clarity on Liability

2018-03-20

jdp-root

DETROIT: 21 March 2018 — The continuing development of automated driving systems (ADS) will lead to the most substantive changes in the 130-year history of the automotive industry. This rapid evolution will bring radical changes to government regulations, industry practices, the potential obsolescence of human drivers and will also change the legal landscape for consumers, automakers, attorneys, insurance companies and others.

According to “Automated Vehicles: Liability Crash Course,” a report released by JD Power, the global leader in consumer market research, and the global law firm of Miller Canfield, consumers are suspicious of technology failures and, relatedly, they desire to resolve ADS product liability claims out of court. Such an option provides consumers with a balance of time, compensation, personal investment and fairness that they seek.

The report is the result of a research project led by Miller Canfield and JD Power in collaboration with Mcity, a premier connected and automated vehicle research and testing center located at the University of Michigan in Ann Arbor. Miller Canfield is one of the first law firms to establish a practice group specifically focused on addressing the legal needs of the rapidly growing ADS industry. The results of this collaborative endeavor illustrate the vision of Mcity—forming partnerships with industry, community and government stakeholders to advance all aspects of the future of transportation and mobility.

The report centers on liability issues affecting ADS, with a particular focus on how ADS product liability claims may be resolved, as well as which data is most useful in reconstructing ADS accidents. This comes as traditional players and new, non-traditional entrants to the industry compete to introduce the first fully automated vehicles to the market.

JD Power surveyed more than 1,500 drivers who provided feedback regarding automated vehicle technology and their willingness to participate in alternative dispute resolution programs, as opposed to pursuing their claims through litigation. The study also obtained the viewpoints of top product liability litigators on the practical implications of litigating ADS product liability claims.

“Consumers are far more likely to settle product liability claims out of court, as long as they feel that there is transparency and fairness in the process,” said Zlatina Georgieva, product liability and regulatory compliance attorney at Miller Canfield and co-author of the report.

“Sentiment remains fragile towards automated vehicles as consumers are cautious and the need to build trust continues,” said Kristin Kolodge, executive director of Human Machine Interface at JD Power and co-author of the report. “Consumers express an expectation that collisions would not occur with automated vehicles and are holding ADS to a higher safety standard than traditional vehicles.”

The report includes a detailed analysis of consumer and litigator viewpoints, and utilizes historical crash data and lessons learned from other industries as well as prior automotive litigation to devise proactive solutions for adapting to technological advancements. It offers unbiased insights and a call for action to the legal community to help bridge, rather than hinder, the progression of automated driving technology.

Following are key findings of the report:

• Consumers are equally split if they would ride in a fully automated, self-driving vehicle, with 14% saying they “definitely would,” and 33% saying they “probably would” compared with 29% saying they “probably would not,” and 17% saying they “definitely would not.”
• One-third of drivers report that they would be willing to take additional training for an ADS driver’s license designation.
• More than half (51%) of consumers would pursue litigation for a Level 5 fully automated vehicle if it was involved in a collision and caused an injury.  For this research, Level 5 is described as a vehicle where there is no human driver inside (only passengers); there is no steering wheel and the vehicle remains in control for the entire trip without any human intervention. For lower levels of automation, most consumers are unsure about pursuing litigation.
• Claims resolved in an out-of-court, private proceeding with a one-time lump sum settlement represent an optimal consumer resolution method for ADS, regardless of injury type.
• Nearly three-fourths (74%) of consumers are willing to share ADS vehicle data after a collision.

With one objective—how to help the industry move forward together and maximize consumers’ trust in the technology—the report delivers next steps for the ADS industry.

For more information and to download the report, visit
https://www.millercanfield.com/assets/htmldocuments/JDP_Miller%20Canfield%20MCity%20White%20Paper_2018_Final.pdf.

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.

About Miller Canfield
With over 220 lawyers practicing in all major areas of law and 14 offices in five countries, Miller Canfield is among the 200 largest law firms in the U.S. The firm’s lawyers are recognized by the most prestigious legal referral guides and organizations around the world, including Chambers USA and “Best Law Firms” published by U.S. News & World Report, in which Miller Canfield has received national first-tier rankings in Public Finance Law, Labor & Employment Litigation and Labor Law-Management. Miller Canfield was also named by corporate counsel as a “Standout in Complex Labor Litigation” in the BTI Litigation Outlook report and was recognized for superior client service in the BTI Client Service A-Team report. Visit www.millercanfield.com.  Follow Miller Canfield on Twitter, www.twitter.com/millercanfield

Media Relations Contacts
Geno Effler; JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
Carol Lundberg; Miller Canfield; Detroit; 313-496-7778; [email protected]
Sue Carney; Mcity; Ann Arbor; 734-615-6743; [email protected]

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

 

Punctuality Key to Telecom In-Home Service Satisfaction, but Performance Gaps Persist, JD Power Finds

2018-03-20

jdp-root

COSTA MESA, Calif.: 22 March 2018 — Long, imprecise service windows have been the bad joke of the telecommunications industry ever since Jim Carrey caricatured a crazy service technician in “The Cable Guy.” Despite widespread awareness, the problem persists for many telecommunications companies. According to the inaugural JD Power U.S. Telecom In-Home Service Technician Study,^SM released today, longer service windows and late or early arrival times have a negative effect on customer satisfaction.

The study evaluates customer perceptions of on-site service technician visits for installation and post-install service of residential wireline products, which include high-speed data, phone and TV services. The study measures overall satisfaction with on-site service technician visits based on six single-attribute factors: quality of work; timeliness of completing work; knowledge of technician; courtesy of technician; professionalism of technician; and scheduling an appointment.

“The more flexible telecom companies can be with offering service windows that work with their customers’ schedules and the more precise they are at hitting those target times, the higher levels of customer satisfaction they can realize,” said Peter Cunningham, Technology, Media, and Telecommunications Practice Lead at JD Power. “Though this may seem like common sense, there are huge performance gaps among the different providers. Those that are getting it right have developed strong skill sets in both managing customer expectations and delivering on them.”

Following are key findings of the 2018 study:

• Shorter service windows associated with higher satisfaction: Scheduling an appointment satisfaction is 49 points higher among customers with service windows of one hour or less than among those with a two-hour window. That gap jumps to 104 points when customers are given a four-hour window.

• Showing up on the wrong day: Overall satisfaction among customers whose technician arrived on time is 871. That score drops to 819 when technicians arrived early and to 683 when they arrived late. Despite the huge importance customers place on timeliness, 12% of technicians arrived outside of their service window (5% were early and 7% were late). Among the 7% of technicians who arrived late, 20% were at least two days late.

• Fixing it right the first time: More than one-fourth (26%) of customers indicate that not all of their issues were fixed on the first technician visit. Overall satisfaction scores are 112 points higher when the issues are fixed on the first visit. Customers whose issues are not fixed correctly the first time are more than twice as likely to indicate they “definitely will” or “probably will” switch providers than those whose issues are fixed during the first technician visit.

• The value of a heads-up: Scheduling an appointment satisfaction amongcustomers who were contacted prior to the arrival of the technician arrival is 138 points higher than among those who were not contacted.

• Online scheduling drives higher customer satisfaction: When it comes to the mechanism used to schedule a service appointment, satisfaction is much higher among customers who used a digital channel—such as website unassisted (834)—to schedule an appointment than among those who used a phone (761).

Study Rankings

DISH Network ranks highest in telecommunications in-home service technician satisfaction with a score of 885. Charter Spectrum ranks second (860), AT&T/DIRECTV (859) ranks third and Verizon (856) ranks fourth. The industry average is 853.

The 2018 U.S. Telecom In-Home Service Technician Study was fielded in December 2017-January 2018, collecting 3,744 responses. To be eligible to participate, respondents needed to have an in-home telecom service technician visit in the past six months.

For more information about the 2018 U.S. Telecom In-Home Service Technician Study, visit http://www.jdpower.com/business/resource/us-telecom-home-service-technician-study.

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

Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

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

 

JD Power Honors 2017’s Outstanding Automotive Manufacturers, Dealers at Automotive Summit Awards Luncheon

2018-03-20

jdp-root

LAS VEGAS: 22 March 2018 — JD Power will present seven awards to five automotive manufacturers at a luncheon here today for their cumulative outstanding performances in 2017 JD Power automotive studies. This marks the first time that JD Power will honor the overall consistency demonstrated by these pace-setting car companies.

The categories and honorees are:

• Most Awards in Vehicle Dependability: Toyota
  The JD Power U.S. Vehicle Dependability Study^SM (VDS) is the leading indicator of vehicle reliability, examining issues reported by original owners of three-year-old vehicles. Toyota won seven awards for the following models: Avalon, Camry, FJ Cruiser, Prius, Prius v, Sienna and Venza.

• Most Awards in Initial Quality: Kia
  The JD Power U.S. Initial Quality Study^SM (IQS) measures vehicle quality by analyzing problems reported by owners in the first 90 days of ownership. Kia won five awards for the following models: Cadenza, Forte, Niro, Sorento and Soul.

• Most Awards in APEAL: Audi, Kia, Porsche
  The JD Power U.S. Automotive Performance, Execution and Layout (APEAL) Study^SM is based on responses from new-vehicle buyers or lessees about how gratifying their vehicles are to own after the first 90 days. Audi, Kia and Porsche tie in the segment with three awards each: Audi for the A3, A4 and A7; Kia for the Cadenza, Niro and Soul; and Porsche for the Cayenne, Macan and 911.

• Most Awarded Brand: Chevrolet
  This honor recognizes the brand with the most cumulative model awards across the 2017 VDS, IQS and APEAL. Chevrolet won nine awards: four in VDS for Camaro, Silverado HD, Sonic and Tahoe; three in IQS for Silverado, Silverado HD and Sonic; and two in APEAL for Bolt and Tahoe.

• Most Awarded Manufacturer: Toyota
  This honor recognizes the brand with the most cumulative awards across the 2017 VDS, IQS, APEAL, Customer Service Index (CSI) Study^SM and Sales Satisfaction Study^SM. Toyota won 18 awards: 10 in VDS for Toyota Avalon, Toyota Camry, Toyota FJ Cruiser, Toyota Prius, Toyota Prius v, Toyota Sienna, Toyota Venza, Lexus ES, Lexus GS and Lexus RX; seven in IQS for Toyota Avalon, Toyota Camry, Toyota Corolla, Toyota Highlander, Toyota Sequoia, Toyota Tundra and Toyota Yaris; and one for Lexus being the highest-ranking luxury brand in CSI.

“These awards highlight the automotive brands that are continually exceeding customer expectations and leading the way in terms of dependability, quality and overall customer satisfaction,” said Doug Betts, Senior Vice President of Global Automotive at JD Power. “Making this short list is not easy. You get there one consumer at a time, because these studies are based on real owner feedback.”

In addition, 26 dealers were recognized for achieving the status of a JD Power Dealer of Excellence. This exclusive program reflects the commitment and dedication of select retailers to provide their customers with a purchase experience that meets today’s consumer expectations, passing a rigorous three-step process.

“JD Power Dealers of Excellence stand apart from others by continually providing an exceptional customer experience,” Betts noted. “This is a fantastic group of dealers who warrant further consideration by consumers looking for a new or used vehicle.”

To learn more about the JD Power Dealer of Excellence program, visit http://www.jdpower.com/business/cars/DOE.

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