Category: United States

Responsive Relationship, Effective Marketing Crucial for Home Buyer-Seller Satisfaction, JD Power Finds

2017-07-31

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COSTA MESA, Calif.: 1 Aug. 2017 — Realtors who invest time and effort in their relationship with home buyers and those who effectively market on behalf of sellers earn the highest levels of customer satisfaction, according to the JD Power 2017 Home Buyer/Seller Satisfaction Study,^SM released today.

According to the National Association of Realtors (NAR), current home sales reflect the best quarterly existing sales pace in a decade and are poised to climb 3.5% in 2017,¹ a strong indicator that now is the time to capitalize on the market, especially with first-time buyers.

The study, now in its 10th year, measures satisfaction with the nation’s largest real estate companies among customers in four segments: first-time buyers; repeat buyers; first-time sellers; and repeat sellers. Overall satisfaction is measured across four factors of the home-buying experience: agent/salesperson; real estate office; closing process; and variety of additional services. In the home-selling experience, the same four factors are evaluated plus a fifth factor, marketing. Satisfaction is measured on a 1,000-point scale.

“With the real estate market remaining strong, it is more important than ever that agents, buyers and sellers focus on the trade basics, especially for first-timers,” said Greg Truex,senior director of the at-home practice at JD Power. “When agents remain transparent, informative and responsive, they can greatly impact customer satisfaction and increase agent reputation and recommendations.”

Following are some key findings of the study:

• Updated and consistent marketing strategies are key: An agent’s relationship with a buyer is the most important factor in determining customer satisfaction. For sellers, marketing of the home is the most important factor, as it is the most visible way for the seller to gauge the agent’s support.
• First-time buyers are most impressed: Overall satisfaction with real estate companies is higher among first-time buyers, compared with satisfaction among repeat buyers or sellers. The average overall satisfaction score among first-time home buyers is 857, and is slightly lower (842) among first-time home sellers.
• Hand-holding is worth it: Satisfaction is strongly influenced by the amount of time agents invest in keeping customers informed vs. when they are not kept informed. Among first-time buyers and sellers, satisfaction is 117 points higher among buyers (874 vs. 757, respectively) and 93 points higher among sellers (859 vs. 766, respectively). Among repeat buyers and sellers, satisfaction is 210 points higher among buyers and 192 points higher among sellers when they receive a timely response to questions and concerns vs. when they do not (870 vs. 660 and 862 vs. 670, respectively).
• Word-of-mouth is still vital: First-time home buyers and sellers report good reputation and recommendations from friends, family and colleagues as the two main reasons for selecting a real estate company. More than one-third (35%) of first-time buyers and 44% of first-time sellers indicate they chose their real estate company based on its reputation, while 24% of first-time buyers and 17% of first-time sellers made their selections based on recommendations.

First-Time Home-Buyer Satisfaction Ranking
Century 21 (867) ranks highest for a fourth consecutive year and performs particularly well in the agent/salesperson, closing process and variety of additional services factors. Berkshire Hathaway HomeServices (862) ranks second and performs particularly well in the real estate office factor.

Repeat Home-Buyer Satisfaction Ranking
Keller Williams (863)ranks highest and performs particularly well in the closing process, real estate office and variety of additional services factors. Coldwell Banker (857) ranks second.

First-Time Home-Seller Satisfaction Ranking
Century 21 (859)ranks highest for a fourth consecutive year and performs particularly well in all five factors in the segment.

Repeat Home-Seller Satisfaction Ranking
Berkshire Hathaway HomeServices (858)ranks highest and performs particularly well in the agent/salesperson, marketing and closing process factors. Century 21 (846) ranks second and performs particularly well in variety of additional services.

The 2017 Home Buyer/Seller Satisfaction Study includes 5,117 evaluations from 4,170 customers who bought and/or sold a home between March 2016 and April 2017. The study was fielded in March-April 2017.

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

See the online press release at http://www.jdpower.com/pr-id/2017120.

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

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

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

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¹Source: National Association of Realtors

 

Big Satisfaction Gap Grows within Small Commercial Insurance, JD Power Finds

2017-08-04

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COSTA MESA, Calif.: 7 Aug. 2017 — When it comes to customer satisfaction in the commercial insurance marketplace, do not paint all small businesses with the same brush. That’s the central finding of the
JD Power 2017 U.S. Small Commercial Insurance Study,^SM released today. According to the study, the gaps in overall satisfaction among micro- (fewer than five employees) or smaller-size (five-10 employees) small businesses and larger-size (11-50) small businesses have never been wider, with significant year-over-year improvement in overall satisfaction among customers in the larger-size group and sharp declines among customers in both smaller-size groups.

“The small business market has been the best growth area for property and casualty insurance carriers in a stagnant, soft cycle marketplace,” said Greg Hoeg, vice president of U.S. insurance operations at
JD Power. “Our data shows that the small commercial market is still ripe for competition. While looking at the small business market in aggregate shows relatively steady levels of customer satisfaction year over year, the serious gap between very small businesses and larger small businesses could present an opportunity for those carriers that get the small business formula just right.”

The study, now in its fifth year, examines overall customer satisfaction among small business commercial insurance customers with 50 or fewer employees. Overall satisfaction is comprised of five factors (in order of importance): interaction; policy offerings; price; billing and payment; and claims. Satisfaction is calculated on a 1,000-point scale.

Following are some of the key findings of the study:

• Overall satisfaction scores belie discontent: Overall customer satisfaction in the small commercial insurance market has increased by two index points in 2017 to an all-time high of 825. Satisfaction improves 13 index points among larger businesses (11-50 employees), but declines 18 points among smaller businesses (five-10 employees) and remains steady among the smallest businesses (fewer than five employees).

• Service interactions drive rift: Service interactions, which are the most significant driver of overall customer satisfaction, saw the sharpest declines this year, driven by customer dissatisfaction with agent/broker interactions. Conversely, the claims factor has the greatest year-over-year improvement in satisfaction.

• Multi-channel approach to servicing is key to small business market: The preferred service interaction channels for small business insurance customers are split relatively evenly between agent in-person/phone (61%) and website (57%). These are followed by agent e-mail/text (39%); customer service e-mail/text (27%); customer service phone (26%); and mobile app (9%).

• Demand forself-service grows and outpaces actual usage: The preference for self-service has grown by 28% since 2015 (61% in 2017 vs. 48% in 2015), and continues to outpace actual usage (43%) by a significant margin. Notably, micro businesses have the greatest disparity between preference and usage; their preference for self-service is nearly twice the rate of their actual usage (60% vs. 36%, respectively).

“There is a notable opportunity for insurers of companies in the very small business segment, which are clearly not being serviced at the same level as their slightly larger counterparts,” said Colleen Cairns, senior analyst in the insurance practice at JD Power. “The key to effective growth in that slice of the market is a focus on strong agent interactions and smart use of digital and self-service tools designed for the unique needs of businesses where the target customer is often the time-pressed owner of the business.”

Small Commercial Insurance Customer Satisfaction Rankings

Farmers ranks highest among small commercial insurers with a score of 838, a 20-point improvement from 2016. Allstate ranks second with a score of 833, up 6 points from last year. Chubb and Erie Insurance rank third, in a tie, with a score of 830, up 20 points and 1 point, respectively, from 2016.

The 2017 U.S. Small Commercial Insurance Study is based on 3,312 responses from insurance decision-makers in businesses with 50 or fewer employees who purchase general liability and/or property insurance. The study was fielded from April through June 2017.

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

See the online press release at http://www.jdpower.com/pr-id/2017122.

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

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

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

 

Bernardo Rodriguez Joins JD Power as Chief Digital Officer

2017-08-07

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COSTA MESA, Calif.:8 Aug. 2017 — Bernardo Rodriguez, a business, technology and product design leader, has been named to the newly created position of Chief Digital Officer at JD Power, the global leader in consumer data & analytics and advisory services.

Rodriguez will be responsible for advancing JD Power’s digital transformation with responsibility for new product development, branding, marketing and mergers and acquisitions. In this role, Rodriguez will be responsible for the design and content of JD Power’s digital interface with clients and consumers, reporting directly to Finbarr O’Neill, Chief Executive Officer and President.

“Bernardo is an accomplished business leader with proven experience to accelerate transformation of businesses through the development of data and analytics, strategic products and capabilities that drive growth opportunities,” O’Neill said. “Bernardo has the ideal background to integrate various data sources into a holistic view of the consumer.”

Rodriguez joins JD Power from Huge, the global full-service digital agency, where he served as Managing Director of Strategy, partnering with Fortune 100 companies on the design and execution of product and brand strategies, enterprise transformation and innovation. At Huge, he led projects on digital transformation and experience strategy for a $12 billion Canadian telecom company, product strategy for a $30 billion global financial institution, and a small business segment digital strategy for a $120 billion U.S. telecom company.

“I have always admired the spirit of innovation that JD Power brings to the industry through its continued technological advancements and unmatched data and analytics capabilities,” Rodriguez said. “I look forward to bringing my digital expertise and vision to my new role and contributing to the future successes of JD Power.”

Previously, Rodriguez served as a Managing Director at Accenture, the global management consulting and professional services company, where he led the firm’s North American Digital Strategy Practice for telecommunications, media and technology. His client work included a $140 billion global industrial company, a $68 billion global financial institution and a $30 billion U.S. telecom company. His engagements focused on user-centric transformations and IOT strategy, leading teams in mergers and acquisitions, operating model transformations, digital strategies and innovation.

Earlier, Rodriguez served as Chief Digital Officer at Kaplan Test Prep, a top provider of educational and career services, where he was responsible for digital transformation in technology, data science, user experience, online learning, Kaplan publishing and innovation.

“Bernardo is joining JD Power at a critical time of digital and technological expansion of the business,” said Joseph Pacini, Chief Executive Officer of XIO Group.  “I am confident that his perspective and capabilities will further boost JD Power’s digital footprint as an industry leader and quickly build new growth opportunities for the platform.”

Rodriguez holds a bachelor’s of science degree in electrical engineering from Universidad Rafael Urdaneta in Venezuela and a master’s degree and Ph.D. in computer engineering from the University of Colorado. He is fluent in English and Spanish.

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, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group.

XIO Group is a global alternative investments firm headquartered in London with more than $3.2 billion of committed capital that employs an international team of more than 70 professionals. Representing more than 15 nationalities among its employees and its network of advisors, the firm has operations in the United Kingdom, Germany, Switzerland, Hong Kong and mainland China. With a seasoned international investment team that includes professionals with experience working at many of the world’s leading private equity firms, XIO Group seeks to deploy its capital for global transactions. XIO Group’s strategy is to identify and invest in market-leading businesses located across North America and Europe and help these companies to capitalize on untapped opportunities in fast growing markets, particularly in Asia. XIO Group is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.  For more information, visit: www.xiogroup.com.

Media Relations Contacts

JD Power

Geno Effler; 714-621-6224; [email protected]

XIO Group

Brian Shiver; 212-850-5683; [email protected]

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

 

Unexpected Fees Create Significant Drag on Wireless Purchase Experience, JD Power Finds

2017-08-08

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COSTA MESA, Calif.: 10 Aug. 2017 — Price consistency—or the alignment between advertised price and the price that actually shows up on a customer’s bill—is a critical driver of customer satisfaction with the wireless purchase experience, according to the JD Power 2017 U.S. Wireless Purchase Experience Full-Service Performance Study^SM–Volume 2 and the JD Power 2017 U.S. Wireless Purchase Experience Non-Contract Performance Study^SM–Volume 2, both released today.

“Increased customer awareness of taxes and hidden fees on their wireless bills is clearly starting to have an effect on the overall purchase experience,” said Peter Cunningham, technology, media & telecommunications practice lead at JD Power. “The good news for wireless companies is that there is a huge opportunity to win the hearts and minds of customers by simply delivering better consistency between advertised and actual pricing. Those who recognize this issue and effectively address it will go a long way toward shedding the ‘used car dealer’ stigma that is growing among consumers regarding wireless carriers.”

Following are key findings from the studies:

• Price consistency builds customer satisfaction: Overall satisfaction with the wireless purchase experience is notably higher (872 on a 1,000-point scale) among customers who say the advertised prices for services and/or products received from their carrier are “very consistent” with the actual prices vs. among those who say their pricing is either “very inconsistent” or “somewhat inconsistent” (709).

• Unexpected costs are commonplace: Only 62% of customers say the advertised prices for services and/or products received from their carrier are “very consistent” with the actual prices.

• In-store sales reps play critical role: Overall satisfaction is 93 points higher among customers who are met by a store greeter (842) vs. among those who are not (749), and 91 points higher among customers who say their store sales representative offered to explain or demonstrate device operations (853) vs. among those who did not (762). Additionally, when store representatives explain components of a customer’s bill, those customers are far more likely to report that advertised prices were “very consistent” with actual prices.

• Incentives improve perception of price consistency: Customers who say they received an incentive for purchasing services from their carrier are more likely than those who did not receive an incentive to say that advertised prices were “very consistent” with actual prices: 64% vs. 51%, respectively.

Study Rankings

AT&T ranks highest among wireless full-service carriers, with an overall score of 823. MetroPCS ranks highest among non-contract full-service carriers with a score of 810, and Consumer Cellular ranks highest among non-contract value carriers with a score of 863.

About the Studies

Now in their 14th year, the U.S. Wireless Purchase Experience Full-Service Performance Study and U.S. Wireless Purchase Experience Non-Contract Performance Study evaluate the wireless purchase experience of customers who use any one of three purchase channels: phone calls with sales representatives; visits to a retail wireless store; or online/website. Overall purchase experience satisfaction with both full-service and non-contract carriers is measured in six factors (in order of importance): store sales representative; website; offerings and promotions; phone sales representative; store facility; and cost of service.

The 2017 U.S. Wireless Purchase Experience Full-Service Performance Study–Volume 2 is based on responses from 6,703 full-service customers. The 2017 U.S. Wireless Purchase Experience Non-Contract Performance Study–Volume 2 is based on responses from 3,011 non-contract customers. Both studies are based on the experiences of current wireless service customers who made a sales transaction with their current carrier within the previous three months. The studies were fielded from January through June 2017.

For more information about the JD Power U.S. Wireless Purchase Experience Full-Service Performance Study and the U.S. Wireless Purchase Experience Non-Contract Performance Study, visit http://www.jdpower.com/resource/us-wireless-purchase-experience-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2017123.

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

Media Relations Contacts

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

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

 

Projected Growth in Medicare Advantage Market Creates Untapped Opportunities for Insurers, JD Power Finds

2017-08-08

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COSTA MESA, Calif.: 10 Aug. 2017 — Despite rapid-fire growth that has resulted in upwards of 33% of all Medicare beneficiaries now being enrolled in Medicare Advantage plans, few health plans are proactively marketing their offerings to consumers and all but a select few plans are falling short when it comes to successfully addressing provider integration and access to care for their members. Those are the key findings of the JD Power 2017 Medicare Advantage Study.

“Medicare Advantage plans represent a significant growth opportunity, but many health plans are not maximizing that potential,” said Valerie Monet, Senior Director of the Insurance Practice at JD Power. “Our data shows that the ability to deliver consistently strong customer satisfaction in the Medicare Advantage market is becoming a key differentiator for the leaders in this space and that satisfaction is achieved through a series of highly choreographed best practices.”

Following are some of the key findings of the study:

• Health plans missing premarketing opportunity: Enrollment in Medicare Advantage plans has been consistently growing. The proportion of the population age 65+ in the U.S. is projected to increase from 14% to 21% in the coming two decades. Despite the significant opportunity to capture share of this market as they qualify for Medicare benefits, just 11% of members in the 60+ age cohort indicate that they had received any communications from their health plan regarding moving from current coverage to a Medicare Advantage plan. Among the 11% who have received premarketing contact from their health plan, overall satisfaction scores are 52 index points higher than among those who received no marketing contact (762 vs. 710, respectively, on a 1,000-point scale).
• Just half of members completely understand how their plan works: Industry-wide, just 54% of Medicare Advantage plan members say they “completely” understand how their plan works. When it comes to the cost for prescription drugs, fewer people understand how this works compared with last year.
• Provider integration remains a friction point for most members: Ensuring members generally see their doctor as a trusted partner in their medical care is the most important factor driving the highest levels of overall satisfaction with Medicare Advantage plans. Somewhat surprisingly, it is not the soft skills that engender this feeling of trust, but rather assistance navigating the myriad of healthcare providers and managing associated costs that matter most.
• Coordination of care emerges as key driver of customer satisfaction: A new KPI in 2017 is found to be one of the most important factors driving overall satisfaction with Medicare Advantage plans—coordination of care among doctors and other healthcare providers—but most members say their plan isn’t able to effectively help them with this. On average, just 34% of Medicare Advantage plan members indicate their plans met this criterion.
• Medicare Advantage member satisfaction stable year over year for most health plans: Overall satisfaction with Medicare Advantage plans is 799, on average, which is 9 points higher than the JD Power 2016 Medicare Advantage Study.^SM Despite the significant opportunity to grow in this segment, only one plan improved the member experience significantly from the previous year, WellCare.

Medicare Advantage Plan Customer Satisfaction Rankings

Kaiser Permanente ranks highest in Medicare Advantage member satisfaction for a third consecutive year, with a score of 852, which is 49 points higher than the second-ranked plan. Kaiser outperforms all other plans across five of the six factors that comprise the overall satisfaction index. Highmark ranks second with a score of 803 and Humana ranks third with a score of 794.

The study, now in its third year, measures member satisfaction with Medicare Advantage plans—also called Medicare Part C or Part D—based on six factors (in order of importance): coverage and benefits (25%); customer service (19%); claims processing (15%); cost (14%); provider choice (14%); and information and communication (12%). 

The 2017 Medicare Advantage Study is based on the responses of 3,442 members of Medicare Advantage plans across the United States.

For more information about the 2017 Medicare Advantage Study, visit http://www.jdpower.com/resource/us-medicare-advantage-study.

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

Media Relations Contacts

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

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

 

JD Power Finds MLS and NHL Teams Outscore NFL Teams in Fan Experience

2017-08-14

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COSTA MESA, Calif.: 16 Aug. 2017 — Major League Soccer or National Hockey League teams perform highest in 10 of the 11 markets included in the JD Power 2017 Fan Experience Study,SM released today, while an NFL team scores lowest in every market.

The study measures fan satisfaction with their overall experience at major pro sporting events. In last year’s inaugural study, only teams in the nation’s four largest markets—New York, Los Angeles, Chicago and Houston—were evaluated. This year, Bay Area, Boston, Dallas/Fort Worth, Denver, Philadelphia, South Florida and Washington, D.C. have been added, while Los Angeles has been expanded to include all of Southern California.

Fan satisfaction is evaluated across seven factors (in order of importance): seating area and game experience; security and ushers; leaving the game; arriving at the game; food and beverage; ticket purchase; and souvenirs and merchandise. Satisfaction is measured on a 1,000-point scale. Additional factors that are measured but not included in the official ranking are loyalty and future intentions; team performance (on-field); and team image.

The Houston Dynamo, Los Angeles Galaxy, New England Revolution, New York Red Bulls and Philadelphia Union score highest in their respective markets, while the Chicago Fire, FC Dallas and San Jose Earthquakes score second highest. The only MLS teams that buck the trend of rabid fan satisfaction are the Colorado Rapids and New York City Football Club (third) and DC United (fourth).

Study findings show that an NFL team performs at the bottom in every market. Chicago Bears, Dallas Cowboys, Denver Broncos, Houston Texans, Los Angeles Rams, Miami Dolphins, New England Patriots, New York Jets, Oakland Raiders, Philadelphia Eagles and Washington Redskins score lowest in fan satisfaction in each market.

“We know franchises and clubs with winning records generally do not have problems filling seats, but this study is about finding out which teams are giving their fans the best experience for their dollar,” said Greg Truex, Senior Director, Sports Research at JD Power. “Whether a team is a perennial champion, a contender or is accumulating draft picks to build for the future, they all need to find ways to get people through the turnstiles. The teams at the top of their markets understand what it takes to keep fans coming back for more, as well as recommending the experience to friends and family, regardless of the standings.

“Top performers in this study show that they really understand what it’s like to give a world-class experience to their fans,” Truex said. “These results have to make NFL teams sit up and take notice—particularly when coupled with their sagging TV ratings. The league needs to learn what is influencing their low scores and how they can be improved so that pro football is able to retain its overwhelming popularity.”

The study also examines potential causes for the recent ratings declines in football viewership and finds encouraging trends for the NFL. More than a quarter of the respondents (27%) say they actually watched more football this year, vs.  the previous season, and 62% say their viewership stayed the same. Just 12% say they watched less NFL games than in the past.

Among the 12% who watch less, 26% of them say national anthem protests are to blame, however those respondents reflect only 3% of the full, nationwide sample. Other reasons given are off-field problems with domestic violence (24%), game delays (24%), excessive commercials (20%), and Presidential election coverage (16%).

Finally, the study analyzes the affect beverage sponsors have on fans and whether fans can correctly identify the official beverage sponsors at the stadiums they attended. For multi-team sponsors, Coca-Cola has the highest awareness rate, with 33% of the surveyed fan base being aware that this brand is a team sponsor. Further findings show that 64% of these fans drank the beverage within the past 3 months and 39% drank it weekly.

For single-team sponsors: Minute Maid (Houston) has the highest awareness rate, with 66% of the surveyed fan base being aware that this brand is a team sponsor. Further findings show that 32% of these fans drank the beverage within the past 3 months and 25% drank it weekly.

Key Findings by Market

Bay Area

• Enter the tank: The San Jose Sharks (788) score highest in the market, beating out the San Jose Earthquakes (787) in the closest regional race in the study.
• Splash druthers: As the Warriors get ready to move back to San Francisco from Oakland—becoming the first NBA team to sell personal seat licenses (PSLs)—the team hopes to move up from their fifth-place performance (757) in 2017, which is dragged down by low food and beverage scores (699).

Boston

• Patriots not “doing their job”: While most would think the New England Patriots, winners of two of the last three Super Bowls, would rule Beantown, it’s the Revolution that takes home the top score for overall fan experience (804). The Patriots score fifth highest (758).
• Views and security lead the Revolution: The Revolution gets high scores in the seating (829) and security (829) factors to lead them to the top-scoring spot in this market.
• Fenway Franks not cutting it: A poor performance in the food and beverage factor (715) helps bring the Red Sox down to the third-lowest score in the five-team Boston market.

Chicago

• Sweeter on the south side: The White Sox (809) jump to the top of overall fan experience scores in the Chicago market, knocking the Fire (806) off its perch from last year and making it the only MLB team to rank highest in the study across all markets.
• Hey, hey, what’s with the champs?: The Cubs (767) had a storybook season in 2016, but the “friendly confines” of Wrigley Field still aren’t living up to fan expectations, particularly when it comes to the food and beverage experience (695).

Dallas/Fort Worth

• The Stars at night are big and bright: The Stars (806) gets high performances in ticketing (824), arrival to the stadium (798), food and beverage (751), and leaving the stadium (773) to score at the top in the Dallas/Fort Worth market.
• Lacking the luster: A billion-dollar stadium just doesn’t buy what it used to, and for Cowboys fans, the luster has worn off the venue that holds 100,000. The Cowboys (784) score fifth in this market.

Denver

• Avalanche of enjoyment: It was a historically bad year for the Avalanche last season, but fans are enjoying the effort Nathan MacKinnon and his teammates are making to build the next Golden Age of Colorado hockey. The Avs are bolstered in the 2017 study by high scores in arriving at the game (776), seating area and game experience (821) and food and beverage (741).
• In-Com-Plete!: Despite fans’ fervent love of the Broncos in Denver, John Elway’s bunch scores fifth in this market (754), just narrowly beaten out by the Nuggets (758).

Houston

• Movin’ on up: The Dynamo (814) jumps from the second-highest performance last year to score the market’s top honors.
• We have a problem: Just one year after grabbing the top spot in terms of study scores, the Rockets (794) drop to third this year.
• Astro orbiter: The other club to outperform the Rockets is the Astros (796), which posts the second-highest score in this market. It’s just more good news for a team that is cruising to the American League Western Division crown this season.

New York

• New York is red…again: For the second consecutive year, the Red Bulls (819) score highest in the New York market, barely beating out the New Jersey Devils (813). That means big bragging rights for the Red Bulls because not only are they enjoying a hold on the top-scoring spot in the study’s New York market, but they also outperform archrival NYCFC (794), good for the third-highest score in the market, which is included in the study for the first time this year.
• Islanders fans happier with Barclays Center: The Islanders may not be in Barclays Center for much longer, but as long as they are, fans are starting to embrace the arena at Atlantic and Flatbush. In last year’s study, the Nets scored second in the market, with the Isles fifth, reflecting the discrepancy between the basketball and hockey experiences. But this year, after Barclays Center management tried to address some of Islanders fans’ concerns, the Isles improved to fourth (786), actually beating out their co-tenants (783).
• MetLife-less: The Jets (738) score at the bottom in the New York market, but their co-tenants at MetLife Stadium don’t fare much better. The Giants (752) are just marginally ahead, with both teams getting slammed in the food and beverage and ease of leaving experiences at the Meadowlands.

 Philadelphia

• The Union rings the bell: The Union takes the top-scoring spot in the Philly market, aided by top performances in stadium arrival at the game, and seating area and game experience.
• Another reason to boo: There was no road to victory for the E-A-G-L-E-S in this year’s study, whose score of 701 puts them in fifth. The next closest team in the Philadelphia market is the Flyers, which scores 51 points higher (752).
• Trust the process: Despite years of tanking, the Sixers still score a respectable 759 points, proving it’s possible to provide fans with a good experience even in the face of on-court failures.

South Florida

• The few, the proud: While the Panthers finished 26th among the 30 NHL teams in attendance, the crowds the team did draw were very satisfied with their experience. Satisfaction among Panthers fans (813) is higher than it is among Marlins fans (807).
• Dolphins canned: Being the legacy team in Miami doesn’t score the Dolphins any points, as they performed lowest in each of the factors.

Southern California

• Galaxy goes duck hunting: The Los Angeles Galaxy (815), which was second in last year’s study, scores highest this year, while the 2016 JD Power award recipient—the Anaheim Ducks—drops to fourth (780).
• Honor thy fathers: With the expansion of the market to include the San Diego teams, the Padres (780) put in an impressive debut performance, thanks to a big seating score (815). The Chargers, which has bolted out of San Diego for Los Angeles, comes in at 746, out-scoring only the L.A. Dodgers and Rams.
• Battering Rams: The horror stories about finding food and water and a jam-packed concourse at the L.A. Memorial Coliseum were easy to find last season, which is reflected in the Rams’ inaugural L.A. score (720).

Washington, D.C.

• The Caps top the Capitol: The Caps top the market in the seating area and game experience, security and ushers, as well as leaving the game.
• D.C. divided on United: D.C. United (752) is the lowest-scoring MLS team across all the markets included in the study and comes in fourth in the D.C. market behind the Capitals (797), Wizards (787) and Nationals (764).
• Lack of nat-itude: Nationals Ballpark is the newest of the D.C. venues, but it doesn’t prevent the reigning National League Eastern Division champions from finishing behind the fan experiences at Verizon Center for both the Caps and Wizards, and just barely ahead of United’s ancient RFK Stadium, the Nationals’ former home.

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
Jillian Breska; Costa Mesa, Calif.; 714-481-9115; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

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

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Health and Fitness Centers Get Lift from Improving Customer Satisfaction, JD Power Finds

2017-06-13

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COSTA MESA, Calif.: 14 June 2017 — More than three-fourths (76%) of health and fitness center members did not experience any issue in the past year, contributing to an overall satisfaction increase, according to the JD Power 2017 Health and Fitness Center Satisfaction Report,^SM released today. Overall satisfaction increases to 831 (on a 1,000-point scale) in 2017 from 826 in 2016.

As health and fitness centers take steps to improve customer satisfaction, their members are responding by exhibiting strong customer loyalty. For example, 90% of customers say they either “definitely will” (53%) or “probably will” (37%) recommend their health and fitness center to a friend, relative or colleague. Similarly, 89% of customers say they either “definitely will” (51%) or “probably will” (38%) renew their membership with the same health and fitness center.

Following are some key findings of the 2017 report:

• While 76% of members did not experience any problems or issues within the past year, those who encountered a problem did so due to the equipment (59%) or the restrooms/locker rooms (55%).
• Nearly two-thirds (64%) of members indicate they chose their health and fitness center based on its location. Slightly less than half (47%) say they like the facility and 40% selected the facility based on its availability and amenities.
• More than three-fourths use cardio equipment (77%) and the bathrooms (73%) when at the facility.
• Almost half of members (44%) attend mind and body classes while 38% attend aerobics classes.
• Although 63% of members do not receive a discounted membership, among those that do, 37% are provided the discount by their health plan and 33% by their employer.

Health and Fitness Center Satisfaction Rankings

Planet Fitness ranks highest in customer satisfaction (872) for the first time, performing particularly well in the factors of cleanliness; equipment condition; price; and safety. Overall satisfaction has risen 16 points from 2016.

Equinox and Gold’s Gym each rank second with scores of 861. Satisfaction increases 23 points year over year for Equinox, which performs particularly well in the factors of cleanliness; variety of classes; and variety of equipment and amenities in the facility. Gold’s Gym performs particularly well in helpfulness of the staff, although overall satisfaction decreases 17 points from last year. Ranking fourth is 24 Hour Fitness with a score of 835, which is 3 points higher than in 2016.

The Health and Fitness Center Satisfaction Report, now in its third year, measures customer satisfaction with health and fitness centers by examining seven factors (in alphabetical order): cleanliness; equipment condition; helpfulness of the staff; price; safety; variety of classes; and variety of equipment and amenities in the facility

The 2017 report is based on responses from 1,413 health and fitness center members who visited their club in the past six months. The study was fielded in April-May 2017.

For more information about the JD Power Health and Fitness Center Satisfaction Report, visit http://www.jdpower.com/resource/us-health-and-fitness-center-satisfaction-report.

See the online press release at http://www.jdpower.com/pr-id/2017082.

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.

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

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

 

Premium Increases Become Sticking Point for U.S. Auto Insurance Customers, JD Power Finds

2017-06-19

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COSTA MESA, Calif.: 19 June 2017 — A combination of record numbers of miles driven, increased frequency and severity of collisions, and extreme weather has crimped U.S. auto insurer profitability, resulting in rate increases for 26% of customers and a strain on customer satisfaction. According to the
JD Power 2017 U.S. Auto Insurance Study^SM released today, price satisfaction declined this year, even as other areas of the overall customer experience have improved.

The study finds that the number of customers receiving an annual rate increase of more than $200 per vehicle has more than doubled during the past four years, and that’s having a profound effect on customer satisfaction. Price satisfaction scores among customers who receive a price increase of $200 or more are, on average, 188 points lower than among those who experience price increases of just $25 or less. This shows that auto insurers need to do a better job of increasing the perception of value in the services they provide.

“Differentiating on service and demonstrating the value of the policy for premiums paid is going to be the key to improving customer satisfaction,” said Greg Hoeg, vice president of U.S. insurance operations at JD Power. “As the amount of losses continues to increase for a myriad of reasons, premiums must go up for carriers to remain profitable. However, carriers that are successful in getting beyond price by clearly communicating and demonstrating value through smooth claims processing, exceptional customer service and a great selection of offerings will emerge as leaders. Initiatives such as usage-based insurance programs and other proactive communications that show customers what they are getting for their money will help that value perception.”

Key Findings

• Overall satisfaction improves while price satisfaction declines: Overall customer satisfaction with U.S. auto insurers improves in 2017 and is now at a historically high level (819 on a 1,000-point scale). Despite this improvement, satisfaction scores in the price factor have declined for a second consecutive year.
• Size of premium increase correlates with satisfaction: Satisfaction scores average 726 among customers who experience premium increases of $25 or less. Among those with an increase of $200 or more, satisfaction declines by 188 points to an average of 538.
• All hail, Texas: While price satisfaction at the national level declines just 1 point in 2017, there are wide variations in price satisfaction at the regional level. Texas experiences the sharpest decline
  (-13 points) amid a rash of catastrophic losses—on top of collision losses—stemming primarily from hail storms. Texas is followed by New York (-10 points), the Northwest region (-9 points) and the Southwest region (-5 points) among those regions experiencing the largest year-over-year declines in price satisfaction.
• Telematics increase customer perception of value: Usage-based insurance programs, which leverage telematics technology to set insurance premiums based on how far and how safely a customer drives, may be the great equalizer when it comes to customer perception of price. Price satisfaction scores are between 54 and 72 points higher among customers who are usage-based insurance participants, even when those participants have experienced premium increases.
• Communication clarifies value: Carriers can minimize the negative impact of insurer-initiated price increases by providing clarity and transparency in policy coverage. Satisfaction among customers who received a price increase averages 645 compared with 768 among customers without an increase; however, when carriers notify customers of a price increase in advance of the change, provide helpful information on customers’ bills, and when customers say they completely understand their policy, price satisfaction averages 755.

Study Rankings

Following are the highest-ranked auto insurance brands by region:

California: Esurance
Central: Auto-Owners Insurance
Florida: Auto-Owners Insurance
Mid-Atlantic: The Hartford
New England: Amica Mutual
New York: The Hartford
North Central: Auto-Owners Insurance
Northwest: PEMCO Insurance
Southeast: Farm Bureau Insurance – Tennessee
Southwest: The Hartford
Texas: Texas Farm Bureau

The 2017 U.S. Auto Insurance Study examines customer satisfaction in five factors (in order of importance): interaction; policy offerings; price; billing process and policy information; and claims. The study is based on responses from 45,624 auto insurance customers, and was fielded in February-April 2017.

For more information about the 2017 U.S. Auto Insurance Study, visit http://www.jdpower.com/resource/jd-power-us-auto-insurance-satisfaction-study

See the online press release at http://www.jdpower.com/pr-id/2017083.

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.

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

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

 

New-Vehicle Initial Quality is Best Ever, JD Power Finds

2017-06-21

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COSTA MESA, Calif.: 21 June 2017 — New-vehicle quality is at its highest level ever, improving a significant 8% from last year, according to the JD Power 2017 U.S. Initial Quality Study,^SM (IQS) released today.

Initial quality in this iconic study is measured by the number of problems experienced per 100 vehicles (PP100) during the first 90 days of ownership, with a lower score reflecting higher quality. In this year’s study, quality improves across seven of the eight categories measured, with 27 of the 33 brands in the study improving their quality compared with 2016.

“Automotive manufacturers are responding to consumer feedback and producing vehicles of the highest quality,” said Dave Sargent, vice president, global automotive at JD Power. “The industry has improved significantly in each of the past three years. Today’s vehicles have more things that could go wrong but fewer things that actually do go wrong.”

Following are some of the study’s key findings:

• Technology improving but still problematic: Audio/communication/entertainment/navigation (ACEN) remains the area where new-vehicle owners experience the most problems. However, this category shows the most improvement since 2016 with a score of 22.8 PP100, or 2.7 PP100 better than last year.

• Early warning bells for autonomous technology: The only category to worsen this year is features, controls and displays. The largest increases in problems are for cruise control (primarily adaptive cruise); lane departure warning; collision avoidance/alert systems; and blind spot warning. These features comprise some of the building blocks of autonomous vehicles, and an increasing number of consumer-reported problems sounds warning bells for automakers and suppliers. Consumers will need to be convinced that these systems are foolproof before they will give up driving control to autonomous vehicles.

• Domestic brands continue to show improvement: The “Detroit Three” outperform import brands for the second year in a row but for only the third time since the study was first published in 1987. In 2017, domestic brands receive a score of 93 PP100 compared with 99 PP100 for import brands. Last year, domestic brands also had fewer problems (103 PP100) compared with import brands (106 PP100).

“The Initial Quality Study continues to demonstrate the critical importance of automakers responding to consumer feedback regarding vehicle quality,” Sargent said. “Any automaker that stands still will quickly start to fall behind. For consumers, the great news is that significant improvements are occurring in all model segments, meaning that you don’t have to spend a lot of money to get a quality vehicle.”

Highest-Ranked Brands

Kia ranks highest in overall initial quality for a second consecutive year with a score of 72 PP100.

Genesis (77 PP100) ranks second overall followed by Porsche (78 PP100). Ford and Ram (86 PP100) tie for fourth.

MINI is the most improved brand, with owners reporting 33 PP100 fewer problems than in 2016. Other brands with strong improvement include Ram (28 PP100 improvement), Acura (19), Volvo (18) and Ford (16).

Segment-Leading Models

The parent company receiving the most model-level awards for its various brands is Hyundai Motor Co. (five model-level awards), followed by General Motorsand BMW, each with four.

• Hyundai Motor Co. models that rank highest in their respective segments are the Kia Cadenza; Kia Forte; Kia Niro; Kia Sorento; and Kia Soul.
• General Motors models that rank highest in their segments are the Chevrolet Silverado; Chevrolet Silverado HD; Chevrolet Sonic; and GMC Terrain.
• BMW models that rank highest in their segments are the BMW 2 Series; BMW 4 Series; BMW X6; and MINI Cooper.

Other models that rank highest in their respective segments are the Chrysler Pacifica; Ford Expedition; Ford Mustang; Infiniti QX80; Lexus GS; Mercedes-Benz GLA; Nissan Frontier; Porsche 911; Porsche Macan; and Toyota Camry.

Plant Quality Awards

Toyota Motor Corp.’s Kyushu 2 plant (Japan), which produces the Lexus ES and Lexus RX, receives the Platinum Plant Quality Award for producing models with the fewest defects or malfunctions. Plant quality awards are based solely on defects and malfunctions and exclude design-related problems. General Motors’ Fort Wayne (Ind.) plant, which produces the Chevrolet Silverado and GMC Sierra, receives the Gold Plant Quality Award for the Americas region, while Porsche’s Leipzig plant, which produces the Porsche Cayenne and Macan, receives the Gold Plant Quality Award for the Europe/Africa region.

Historical Notes

• In 1987, when the IQS was first published, Mercedes-Benz ranked highest as a nameplate while the Toyota Cressida was the highest-ranked model.
• Domestic brands have scored better than imports in only three years (2010, 2016 and 2017).
• Mass market brands have scored better than premium brands in only three years (2006, 2016 and 2017).
• There have been four generations of the study (IQS1: 1987-1997; IQS2: 1998-2005; IQS3: 2006-2012; IQS4: 2013-present). The industry has shown significant improvement in each iteration, with the best IQS scores occurring in the most recent year for each generation.

The U.S. Initial Quality Study is based on responses from nearly 80,000 purchasers and lessees of new 2017 model-year vehicles who were surveyed after 90 days of ownership. The study is based on a 233-question battery organized into eight problem categories designed to provide manufacturers with information to facilitate the identification of problems and drive product improvement. The study was fielded from February through May 2017.

Find detailed information on vehicle quality, as well as model photos and specs, at jdpower.com/quality

For more information about the 2017 U.S. Initial Quality Study, visit http://www.jdpower.com/resource/us-initial-quality-study-iqs

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

Media Relations Contacts

Geno Effler; West Coast; 714-621-6224; [email protected]

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

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

 

New Vehicle Sales Pace to Fall Again; Retail Sales Down 1% through First Half of 2017

2017-06-25

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DETROIT: 26 June 2017 — The new vehicle retail sales pace in June is expected to be lowest for the month since 2012, according to a forecast developed jointly by JD Power and LMC Automotive.

Retail sales in June are anticipated to reach 1,168,400 units, a 1.3% decrease compared with June 2016.  The seasonally adjusted annualized rate (SAAR) for retail sales is expected to be 13.1 million units, a decrease of 51,000 units from a year ago. Retail sales through the first half of 2017 are projected to be down 1% from last year.

“The auto industry is pacing towards its weakest first half since 2014,” said Deirdre Borrego, senior vice president of automotive data and analytics at JD Power. “While the retail selling rate has declined in four of the first six months, the broader concern remains the negative health indicators behind the sales results.” Total incentive spending in the marketplace has risen to a record $25.2 billion through June, up 11.7% or $2.6 billion from last year. On a per unit basis, spending for the average new vehicle through June was $3,770, up $416 from a year ago.  On trucks and SUVs, spending was $3,645 up $484, while on cars, spending was $3,983 up $345.

• The average new-vehicle retail transaction price to date in June is $31,720, a record for the month, surpassing the previous high for the month of $31,073 set in June 2016.
• With record transaction prices for the month, consumers are on pace to spend $37.1 billion on new vehicles in June, about $263 million more than last year’s level and a record for the month.
• Average incentive spending per unit to date in June is $3,661 per unit, a record for the month, and surpassing the previous high for the month of $3,370, set in June 2016. Spending on trucks and SUVs is $3,494, up $350 from last year. Spending on cars is $3,955, up $249.
• Incentives as a percentage of MSRP are at 10% so far in June, and on pace to exceed the 10% level for 11th time in the past 12 months.
• Trucks account for 63.7% of new-vehicle retail sales through June 18—the highest level ever for the month of June—making it the 12th 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, remained at 70 through June 18. This is the highest level since July 2009 (80 days).
• Fleet sales are expected to total 309,900 units in June, down 5.7% from June 2016 on a selling day adjusted basis. Fleet volume is expected to account for 21% of total light-vehicle sales, a decrease from 21.7% in June 2016.

Jeff Schuster, senior vice president of forecasting at LMC Automotive, said: “As the U.S. auto market enters the fourth month in a row of a sub-17 million unit selling rate, nerves are being tested. The primary driver of the decline in the total sales pace is a pullback in fleet volume, which are projected to be down 8% for the first half of 2017, while retail sales, assisted by elevated incentives, are projected to contract by 0.6% for the same period. It will be challenging in the second half of the year to keep pace with 2016, so some additional weakness and further risk are expected in both fleet and retail volume, but a year still expected above 17 million units should not be considered a poor performance.”

The prolonged pullback in fleet volume combined with the leveling off of the retail market has led to another trimming of the outlook for 2017. LMC’s forecast for 2017 total light-vehicle sales has been cut to 17.1 million units, down from 17.2 million last month and a decline of -2.6% from 2016. The retail light-vehicle outlook has also been reduced by 50,000 units but continues to round to 13.9 million units, a decline of -1.8% from 2016. Fleet volume is now expected to be down 6.1% from 2016.

U.S. Retail SAAR— June 2016 to June 2017

(in millions of units)
Source: Power Information Network^® (PIN) from JD Power

 

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

Media Relations Contacts
Geno Effler; 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