Category: United States

  • 2022 U.S. Wireless Network Quality Performance Study—Volume 1

    Streamers and Gamers Benefit Most from 5G, JD Power Finds

    2022-01-20

    jillian.breska

    Problems with streaming audio and video have the most negative effect on network quality satisfaction, however, as 5G rolls out across the nation, those customers with 5G-capable devices experience fewer problems, according to the JD Power 2022 U.S. Wireless Network Quality Performance Study—Volume 1, released today.

    “Efforts by wireless carriers to communicate the rollout and benefits of 5G have not gone unnoticed, as most customers are now aware,” said Ian Greenblatt, managing director at JD Power. “Now, the new task is to switch more customers to 5G-capable devices to ensure improved network reliability experiences. This should go a long way to improve wireless network quality satisfaction and, therefore, customer retention.”

    Study Rankings

    Verizon Wireless ranks highest in the Mid-Atlantic, North Central, Northeast, Southeast and West regions, achieving the lowest network quality problems per 100 connections (PP100) in call quality, messaging quality and data quality in each region. Verizon Wireless and AT&T rank highest in a tie in the Southwest region.

    The 2022 U.S. Wireless Network Quality Performance Study—Volume 1 is based on responses from 28,041 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from July through December 2021.

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

    About JD Power
    JD Power 
    is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

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

     

  • 2021 U.S. Tech Experience Index (TXI) Study

    Newest Vehicle Technologies Going Unused—Many Owners Don’t Intend to Ever Use Them, JD Power Finds

    2021-10-06

    jillian.breska

    While new-vehicle technology is a leading reason why buyers choose one vehicle over another, many new vehicles are equipped with some features that they want no part of, according to the JD Power 2021 U.S. Tech Experience Index (TXI) Study,SM released today. This ends up being costly to automakers and buyers alike.

    “New-vehicle prices are at an all-time high, partly as a result of an increased level of content,” said Kristin Kolodge, executive director of human machine interface at JD Power. “This is fine if owners are getting value for their money, but some features seem like a waste to many owners.”

    The study finds that, for more than one in three advanced technologies, fewer than half of owners have used the technology in the first 90 days of ownership. Non-users most often say they don’t need these technologies. For example, 61% of owners say they have never used the in-vehicle digital market technology, and 51% of those saying they have no need for it. Owners feel similarly about the driver/passenger communication technology, with 52% saying they have never used the technology, and 40% of those saying they have no need for it.

    When technology is effectively executed in a vehicle, it positively influences an owner’s decision to purchase another vehicle equipped with that technology. The highest execution scores in the study are for camera rear-view mirror and ground view camera, both of which are ranked among the top three by owners wanting them on their next vehicle.

    “JD Power has a wealth of transactional data showing that automakers suffer a hit to profits and sales velocity if they build the wrong mix of features on their vehicles,” Kolodge said. “The TXI research quantifies the benefits when there is alignment between what owners truly want and what the automakers produce.”

    Following are key findings of the 2021 study:

    • Dealers can influence how owners feel about value of technology: Dealer demonstrations at delivery are instrumental in keeping owners engaged with emerging technologies. For example, for safe exit assist technology, owners can get a very strong understanding of the system when they learn it from a dealer. Without dealer education, however, owners often do not fully understand the technology and its value, presenting a challenge for its overall acceptance. Similarly, when a dealer demonstrates trailer assistance technology, satisfaction improves to 8.69 (on a 10-point scale) compared with 7.83 for learning from an outside source. However, owners are more than twice as likely to learn about this technology from an outside source (71%) than from a dealer (30%).
    • Some technologies make driving experience better, while others do not: Many owners indicate poor performance with interior gesture controls technology, which responds to hand motions instead of touch. Owners of this feature indicate an extremely high 41 problems per 100 vehicles (PP100). This technology also has the lowest overall satisfaction score in the study for a second consecutive year. In contrast, one-pedal driving technology offered in some electric vehicles receives very high satisfaction levels and owners cite relatively few problems (8 PP100).
    • Tech desires not always transferable across global markets: JD Power TXI studies for the United States and China include 21 of the same advanced and emerging technologies, but scores for owner satisfaction vary by country. While camera rear-view mirror technology receives high scores in the United States, owners in China have the most problems (18 PP100) with this technology. For ground view camera technology, 62% of U.S. owners say they “definitely will” want the technology again, while only 24% of owners in China say the same.
    • Tesla’s unofficial score is highest in study: Tesla receives an Innovation Index score of 668 (on a 1,000-point scale). The automaker is not officially ranked among other brands in the study as it doesn’t meet ranking criteria. Unlike other manufacturers, Tesla doesn’t grant JD Power permission to survey its owners in 15 states where it is sells vehicles. Based on that limitation, Tesla’s score is calculated based on a sample of surveys from owners in the other 35 states.

    Highest-Ranking Brands

    Genesis ranks highest overall and in the premium segment with an Innovation Index score of 634, offering a high level of advanced technologies across its product lineup. In the premium segment, Cadillac (551) ranks second, followed by Volvo (550), BMW (545) and Mercedes-Benz (523).

    Hyundai ranks highest in the mass market segment with a score of 519. Kia (510) ranks second, followed by Nissan (502), Subaru (499) and GMC (498).

    Advanced Technology Award Recipients

    The TXI Study analyzes 36 technologies, which are divided into four categories: convenience; emerging automation; energy and sustainability; and infotainment and connectivity. Only technologies classified as advanced are award eligible.

    • Cadillac Escalade is the premium model receiving the convenience award, for camera rear-view mirror technology. Ram 1500 is the mass market model receiving the convenience award, also for camera rear-view mirror technology.
    • Lexus IS receives the premium model emerging automation award, for reverse automatic emergency braking technology. Hyundai Elantra is the mass market model receiving the emerging automation award, for front cross traffic warning technology.
    • Lexus IS receives the award for infotainment and connectivity in the premium segment, for virtual assistant connectivity to vehicle technology. Kia K5 receives the infotainment and connectivity award in the mass market segment, also for virtual assistant connectivity to vehicle technology.

    The 2021 U.S. Tech Experience Index (TXI) Study is based on responses from 110,827 owners of new 2021 model-year vehicles who were surveyed after 90 days of ownership. The study was fielded from February through July 2021.

    The TXI Study complements the JD Power Initial Quality Study (IQS)SM and the JD Power Automotive Performance, Execution and Layout (APEAL) StudySM by measuring how effectively each automotive brand brings new technologies to market. The TXI Study combines the level of adoption of new technologies for each brand with the excellence in execution. The execution measurement examines how much owners like the technologies and how many problems they experience while using them.

    For more information about the U.S. Tech Experience Index (TXI) Study, visit https://www.jdpower.com/business/automotive/us-tech-experience-index-txi-study.

    About JD Power
    JD Power 
    is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Shane Smith; East Coast; 424-903-3665; [email protected]
    Kyle Reuter, West Coast; 424-903-3657; [email protected]
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]

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

     

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  • 2021 U.S. Business Wireless Satisfaction Study

    Larger Businesses Experience Improved Wireless Service and Performance, JD Power Finds

    2021-10-06

    jillian.breska

    Satisfaction among large enterprise and medium business wireless customers  reaches all-time highs, according to the JD Power 2021 U.S. Business Wireless Satisfaction Study,SM released today. Conversely, though, small business customers are having a different experience when it comes to the service and performance they’re receiving from wireless carriers, as the comparative gap between small and large enterprise customer satisfaction continues to widen.

    “Overall customer satisfaction scores have generally improved this year, but there’s a great deal of variability in performance and reliability among wireless brands and across different customer segments,” said Ian Greenblatt, managing director of technology, media & telecom at JD Power. “The most critical areas where we’re seeing this variation manifest itself is in customer service and wireless performance and reliability—both of which are vital to business customer satisfaction and retention.”

    Following are some key findings of the 2021 study:

    • Not all business customers created equal: The gap in satisfaction this year between large enterprise business customers and small business customers climbs to 92 points (on a 1,000-point scale). While there are record levels of customer satisfaction among large enterprise and medium business customers in this year’s study, small business customer satisfaction declines one point year over year.
    • Customer service is critical pain point for small businesses: Overall, customer satisfaction increases across all factors in the study among large enterprise and medium business customers. Among small business customers, significant declines are noted in customer service experience (-42 points from a year ago) and sales rep/account executive (-7).
    • Individual carrier performance varies: There is a considerable gap between the highest- and lowest-performing individual carriers when it comes to performance and reliability, most significantly in the large enterprise segment.

    Study Rankings

    AT&T ranks highest in the large enterprise segment with a score of 895.

    AT&T ranks highest in the medium business segment with a score of 853.

    Verizon Wireless ranks highest in the small business segment with a score of 813. T-Mobile (811) ranks second.

    The 2021 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors: performance and reliability; customer service; sales representatives and account executives; billing; cost of service; and offerings and promotions. Overall satisfaction is measured in three key segments: large enterprise (500 or more employees); medium business (20-499 employees); and small business (1-19 employees).

    The study is based on responses from 2,399 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in July-August 2021.

    For more information about the U.S. Business Wireless Satisfaction Study visit https://www.jdpower.com/business/resource/us-business-wireless-customer-satisfaction-study.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

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

     

  • 2021 North America Rental Car Satisfaction Study

    Rental Car Customer Satisfaction Drops as Vehicle Shortage Causes Prices to Surge, JD Power Finds

    2021-10-12

    jillian.breska

    Overall customer satisfaction with North American airport-based rental car companies declines significantly this year as a global shortage of new vehicles caused prices to increase 58% during the last nine months of the study. The JD Power 2021 North America Rental Car Satisfaction Study,SM released today—which tracked customer experience with rental car companies between August 2020 and August 2021—­finds that the average customer-cited price-per-day rental fee rose to $90.40 by the summer of this year. During the 12 months of the study, overall customer satisfaction declined a total of 11 points (on a 1,000-point scale).

    “Rental car companies have been facing significant challenges, both in terms of vehicle supply and staffing—and a combination of rising costs and long lines at the airport is having a negative effect on customer satisfaction,” said Michael Taylor, travel intelligence lead at JD Power. “The fact that the average price per day for vehicle rental is now above $90 sounds almost hard to believe, but I’ve seen instances in which a subcompact—booked a month in advance—cost $140 a day. Even when customers are aware of the macroeconomic challenges, their personal experiences quickly outweigh economic theory, and the result is lower customer satisfaction.”

    Study Ranking

    Enterprise ranks highest in overall customer satisfaction, with a score of 861. National (852) ranks second and Alamo (837) ranks third. Overall customer satisfaction for the industry is 830, down from 841 in 2020.

    The 2021 North America Rental Car Satisfaction Study is based on responses gathered from September 2020 through August 2021 from 4,279 business and leisure travelers who rented a vehicle at an airport location from August 2020 through August 2021.

    For more information about the North America Rental Car Satisfaction Study, visit https://www.jdpower.com/resource/north-america-rental-car-satisfaction-study.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

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

     

  • 2021 U.S. Individual Life Insurance Study

    Pandemic and Tax Code Change Spur Interest in Life Insurance, JD Power Finds

    2021-10-13

    jillian.breska

    The adage that “life insurance is sold, not bought” may have met its match in the one-two punch of the COVID-19 pandemic and a federal tax code change that makes it possible for policyholders to build more cash value in their plans. According to the JD Power 2021 U.S. Individual Life Insurance Study,SM released today, an increase in customers’ awareness of their own mortality, combined with the ability to park assets in a tax-advantaged plan, is helping drive increased interest of—and customer satisfaction with—life insurance plans.

    “Life insurance ownership has been declining for the past 30 years and overall customer satisfaction with life insurance has historically deteriorated consistently from the moment it is purchased,” said Robert M. Lajdziak, senior consultant of insurance intelligence at JD Power. “That’s all starting to change. This is a huge opportunity for insurers that get the customer engagement and education formula right. With the spotlight on the industry now shining brighter than ever, insurers that differentiate with simple touch points, close alignment with customer goals and clear communications are well-suited to seize the moment to build significant lifetime value.”

    Following are some key findings of the 2021 study:

    • Life insurance customer satisfaction surges: The overall customer satisfaction score for life insurance providers is 776 (on a 1,000-point scale), up 13 points from 2020 as customer interest in life insurance rises. While most customers are buying life insurance to cover final expenses and leave money to beneficiaries, 18% are using the policies to protect retirement income and 9% are using them for tax planning purposes.
    • Agent/adviser relationship is key to satisfaction and advocacy—but mark often missed: Five key characteristics of the agent/adviser-customer relationship drive overall satisfaction and advocacy: help customers understand the policy; understand customer goals; work as a team; make recommendations in customer’s best interest; and take actions with a long-term relationship in mind. When those criteria are met, satisfaction and brand advocacy skyrocket. However, only 34% of agents/advisers meet all those criteria today.
    • Website more important than ever: Insurer websites are the most frequently used communication channel for life insurance customers, with 40% now using their insurer’s website for services ranging from researching policy information to accessing their account and making payments. Overall customer satisfaction with life insurer websites climbs 24 points this year to 844.
    • Leveling up communications: Overall customer satisfaction increases 50 points when customers recall receiving just one communication from their life insurance provider during the past 12 months, but only 53% of customers indicate receiving such communications. Further along the proactive communication continuum, among those who receive an email communication customer satisfaction increases 81 points and among those who receive communications tailored to meet their specific needs satisfaction increases 172 points.

    Study Ranking

    State Farm ranks highest among individual life insurance providers with a score of 822. Nationwide (813) ranks second and Northwestern Mutual (807) ranks third.

    The 2021 U.S. Individual Life Insurance Study measures the experiences of customers of the largest individual life insurance companies in the United States. The study measures overall customer satisfaction based on performance in five factors (in alphabetical order): communication; interaction; price; product offerings; and statements.

    The 2021 study is based on responses from 4,625 individual life insurance customers and was fielded in June-July 2021.

    For more information about the U.S. Individual Life Insurance Study, visit https://www.jdpower.com/business/healthcare/us-individual-life-insurance-study.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

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

     

  • 2021 U.S. Seat Quality and Satisfaction Study

    Automotive Seat Manufacturers Find Sweet Spot with Synthetic Leather, JD Power Finds

    2021-10-14

    jillian.breska

    Although overall seat satisfaction among owners of vehicles with synthetic leather seating may be marginally lower than those with genuine leather, the benefits of using synthetic materials to replicate real leather go beyond that of feel, according to the JD Power 2021 U.S. Seat Quality and Satisfaction Study,SM released today. The durability of synthetic leather is on par with genuine leather yet offers the added benefits of optimal cleanability while reducing costs for car manufacturers and consumers alike. 

    “This year’s study shows that leather alternatives have evolved to a point where they can be used without sacrificing the consumer experience, and actually offer some unique benefits” said Brent Gruber, senior director of global automotive quality at JD Power. “With a heightened sense of awareness to surface cleanliness due to COVID-19, synthetic leather seats lend themselves well to cleanability, but it is ultimately about providing benefits which address notable industry challenges such as providing durability, soil resistance and, most importantly, cost-effectiveness. Our study shows that synthetic leather out-performs cloth seating in select areas while offering benefits similar to those of leather.”

    Seat quality is measured by the number of problems experienced per 100 vehicles (PP 100) during the first 90 days of ownership, with a lower score reflecting higher quality.

    The 2021 U.S. Seat Quality and Satisfaction Study is based on responses from 110,827 purchasers and lessees of new 2021 model-year vehicles who were surveyed after 90 days of ownership. The study was fielded from February through July 2021.

    For more information about the U.S. Seat Quality Satisfaction Study, visit https://www.jdpower.com/business/automotive/us-seat-quality-and-satisfaction-study.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    Shane Smith; East Coast; 424-903-3665; [email protected]

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

     

  • 2021 U.S. Gas Utility Business Customer Satisfaction Study

    Informing Gas Utility Business Customers of Renewable Natural Gas Increases Satisfaction, JD Power Finds

    2021-10-20

    jillian.breska

    Renewable natural gas has become a hot topic and gas utility business customers like to hear about it, according to the JD Power 2021 U.S. Gas Utility Business Customer Satisfaction Study,SM released today. This year, the study is redesigned to include questions on renewable energy and is a topic that clearly drives satisfaction. Specifically, when customers receive a communication from their gas utility, they have an overall satisfaction score of 877 (on a 1,000-point scale), while those who do not receive any communication have a score of 794.

    “We found that only 9% of gas business customers are aware of communications from their utility around renewable natural gas,” said Mark Spalinger, director of utilities intelligence at JD Power. “With such a low recall of this communication topic and its higher satisfaction if recalled, it is clear that this is an area that utilities must focus on to increase satisfaction.”

    Study Rankings
    The industry results for the 2021 study are reported across four U.S. geographic regions: East, Midwest, South and West. The following utilities rank highest in customer satisfaction in their respective region:

    • East: New Jersey Natural Gas
    • Midwest: Columbia Gas of Ohio & DTE Energy (in a tie)
    • South: TECO Peoples Gas (for a third consecutive year)
    • West: Southwest Gas (for a second consecutive year)

    Now in its 17th year, the Gas Utility Business Customer Satisfaction Study measures business customer satisfaction with gas utility companies in four regions: East, Midwest, South and West. Each of the 59 brands included in the study serve more than 25,000 business customers, representing more than 4.4 million business customers in total. Overall satisfaction is measured by examining six factors (listed in order of importance): safety and reliability (22%); billing and payment (17%); corporate citizenship (17%); price (16%); communications (14%); and customer contact (14%).

    The study is based on responses from more than 8,980 online interviews of business customers in decision-making roles related to their utility company. The study was fielded in two waves: January through April 2021 and May through September 2021.

    For more information about the Gas Utility Business Customer Satisfaction Study, visit https://www.jdpower.com/business/utilities/gas-utility-business-customer-satisfaction-study

    About JD Power
    JD Power 
    is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

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

     

  • 2021 U.S. Individual Annuity Study

    Annuity Providers Become Key Drivers of Satisfaction as Customers Adopt Digital Channels, JD Power Finds

    2021-10-25

    jillian.breska

    [Updated Nov. 8 2021] Despite the fact that more than three-fourths of individual annuity accounts are sold by financial advisors or insurance agents, customer satisfaction is increasingly being driven by direct engagement with providers. According to the JD Power 2021 U.S. Individual Annuity Study,SM released today, customer engagement with provider websites and direct communications from their provider have increased considerably and have helped drive an increase in overall annuity customer satisfaction—even as satisfaction with the advisor experience declines.

    “The age-old perception that the advisor/agent owns the entire annuity customer relationship is no longer the case,” said Robert M. Lajdziak, director of insurance intelligence at JD Power. “The current state-of-the-art for customer engagement in the annuity space is a healthy balance between advisor-led education and support and provider-led digital interaction. The study shows that providers are managing this transition well, with customer satisfaction scores improving considerably across key attributes—but advisors need to up their game to continue to stay relevant in this space.”

    Study Ranking

    New York Life ranks highest among individual annuity providers with a score of 833 (on a 1,000-point scale). Nationwide (831) ranks second and Fidelity & Guaranty Life (818) ranks third.

    The 2021 U.S. Individual Annuity Study measures the experiences of customers of the largest annuity companies in the United States. Overall customer satisfaction is based on performance in five factors (in alphabetical order): communication; interaction; price; product offerings; and statements.

    The study is based on responses from 2,565 individual annuity customers and was fielded in June-July 2021.

    For more information about the U.S. Individual Annuity Study, visit https://www.jdpower.com/business/healthcare/us-individual-life-insurance-study.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

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

     

  • JD Power-LMC Automotive Forecast October 2021

    Inventory Constraints Still Inhibiting New-Vehicle Sales As Prices and Profits Increase to Record Highs

    2021-10-26

    jillian.breska

    New-vehicle retail sales for the month of October 2021 are expected to decline when compared with October 2020 and October 2019, according to a joint forecast from JD Power and LMC Automotive. Retail sales of new vehicles this month are expected to reach 943,500 units, a 17.4% decrease compared with October 2020, and a 15.4% decrease compared with October 2019 when adjusted for selling days. October 2021 has one fewer selling day than October 2020 but the same number of selling days as October 2019. Comparing the same sales volume without adjusting for the number of selling days translates to a decrease of 20.4% from 2020 and a 15.4% decrease from 2019.

    The Total Sales Forecast

    Total new-vehicle sales for October 2021, including retail and non-retail transactions, are projected to reach 1,085,500 units, a 17.2% decrease from October 2020 and a 18.8% decrease from October 2019. Comparing the same sales volume without adjusting for the number of selling days translates to a decrease of 20.1% from 2020 and a decrease of 18.8% from 2019.

    The seasonally adjusted annualized rate (SAAR) for total new-vehicle sales is expected to be 13.5 million units, down 2.9 million units from 2020 and down 3.3 million units from 2019.

    The Takeaways

    Thomas King, president of the data and analytics division at JD Power:
    October results demonstrate that new-vehicle sales are still being constrained by how many vehicles are delivered to dealerships each month. However, strong consumer demand and a lack of inventory is leading to record transaction prices and profit for each unit sold. Month-end inventory of vehicles on dealer lots is expected to remain below one million for the third consecutive month.

    “When new vehicles are delivered to dealerships they are sold swiftly. Retailers continue to sell a large proportion of vehicles almost as soon as they arrive in inventory. For the month of October 2021, nearly 54% of vehicles will be sold within 10 days of arriving at a dealership.”

    This month, the average number of days a new vehicle sits on a dealer lot before being sold is on pace to fall to a record low of 20 days, down from 49 days a year ago and down from 23 days in September 2021.

    “Strong demand and insufficient inventory continue to drive prices—and profit per unit sold—to record levels. In October 2021, average transaction prices are expected reach a record high of $43,999, the fifth consecutive month above $40,000. For context, average transaction prices are trending to be 19.3% higher than in October 2020 when prices hit $36,887. This is partially due to the near evaporation of manufacturer incentives. The average manufacturer incentive per vehicle is on pace to be a record low of $1,628, a decrease of $1,871 from a year ago. Expressed as a percentage of the average vehicle MSRP, incentives for October 2021 are trending toward a record low of 3.7%, down nearly 4.7 percentage points from a year ago and the first time on record below 4.0%.”

    Further assisting the rise in prices is the shift from cars to more expensive trucks and SUVs, which are projected to account for more than 80% of sales in October, up 4.6 percentage points from last year and an all-time record for truck/SUV share of retail sales. 

    Despite retail volumes in October being down significantly, the higher prices mean that consumers are on track to spend $41.5 billion on new vehicles this month, the second highest on record for the month of October.

    Total retailer profit per unit—inclusive of grosses and finance & insurance income—is on pace to reach a record high of $5,129, an increase of $2,937 from a year ago and the first time above $5,000. Grosses have been above $4,000 for four consecutive months. Despite the drop in sales volume, this record profit per unit sold will result in October 2021 being the most profitable October ever for retailers. Total aggregate retailer profits from new-vehicle sales are projected to be up 213% from October 2019, reaching $4.8 billion, the highest ever for the month of October, and equal to the record set for any month.

    Record prices also are being supported by exceptionally strong used-vehicle prices, as new-vehicle buyers benefit from more equity on their trade-in vehicles. The average trade-in value is trending towards $8,738, an increase of $3,598 (70.0%) from a year ago. Also, interest rates are favorable when compared with last year. The average interest rate for loans in October is expected to decrease 49 basis points to 4.04% from a year ago. Even with favorable interest rates and increased trade-in values, the average monthly finance payment is on pace to hit a record high of $664, up $72 from last year.

    “Looking forward to November, the overall industry sales pace will continue to be constrained by procurement, production and distribution. Put simply, November sales will be determined by the number of vehicles shipped from plants and ports to dealerships, but all indications are that shipments will not rise materially. This means November will likely be another be another month of lower sales volumes offset by record prices and profitability.” 

    Sales & SAAR Comparison

    U.S. New Vehicle

    October 20211, 2

    September 2021

    October 2020

    Retail Sales

    943,531 units

    (-17.4% lower than October 2020;
    -15.4% lower than October 2019)2

    896,295 units

    1,185,270 units

    Total Sales

    1,085,507 units

    (-17.2% lower than September 2020;
    -18.8% lower than September 2019)2

    1,002,466 units

    1,358,841 units

    Retail SAAR

    11.7 million units

    11.1 million units

    14.3 million units

    Total SAAR

    13.5 million units

    12.1 million units

    16.4 million units

    1 Figures cited for October 2021 are forecasted based on the first 20 selling days of the month.
    2 October 2021 has 27 selling days, one fewer than October 2020 but the same as October 2019.

    The Details

    • The average new-vehicle retail transaction price in October is expected to reach a record $43,999. The previous high for any month, $42,921, was set in September 2021.
    • Average incentive spending per unit in October is expected to reach a record low of $1,628, down from $3,499 in October 2020 and $4,038 in October 2019. Spending as a percentage of the average MSRP is expected to fall to a record low of 3.7%, down 4.7 percentage points from October 2020 and down 6.2 percentage points from October 2019.
    • Average incentive spending per unit on trucks/SUVs in October is expected to be $1,595, down $1,943 from a year ago and down $2,558 from 2019, while the average spending on cars is expected to be $1,764, down $1,603 from a year ago and down $1,944 from 2019.
    • Buyers are on pace to spend $41.5 billion on new vehicles, down $2.2 billion from October 2020 but up $3.3 billion from October 2019.
    • Truck/SUVs are on pace to account for a record high of 80.9% of new-vehicle retail sales in October.
    • Fleet sales are expected to total 142,000 units in October, down 15.2% from October 2020 and down 35.8% from October 2019 on a selling day adjusted basis. Fleet volume is expected to account for 13% of total light-vehicle sales, flat from 13% a year ago.

     

    Observations on the Used Vehicle Market

    Jonathan Banks, vice president, Valuations Services:
    “The used-vehicle market continues to buck historic seasonal trends and exhibit great strength as the industry moves deeper into the fall selling months. Wholesale prices are expected to close out October up by more than 4%, on average, and this will mark the first-time used prices have increased for the period in the last 25-plus years. The importance of used vehicles continues to progress as both dealer and consumers alike turn to pre-owned to help fill in the gaps created by current new-vehicle production and distribution constraints. Moving into November, expect used prices to remain near all-time highs as competition in the wholesale marketplace remains fierce due to lower levels of available units flowing through auction lanes and industry challenges remain in place.”

    Global Sales Outlook

    Jeff Schuster, president, Americas operations and global vehicle forecasts, LMC Automotive:
    “The global selling rate in September fell to 72.6 million units, the lowest level since May 2020 and more than 7,000,000 units from August 2020. Volume was down 20% from September 2020. This is a further sign that supply chain constraints—mainly due to the lack of semiconductors—continues to cripple the global industry. North America (-23%), Europe (-24%) and China (-17%) are seeing similar inventory shortages and experienced a synchronized volume decline. Additionally, Japan (-32%), South Korea (-31%), Brazil (-28%) and India (-33%) saw similar declines. The outlook for October 2021 is expected to be similar and volume is projected to be down 19% from October 2020 with a selling rate of 74.5 million units, 17 million units lower than the selling rate a year ago.

    “Given that the pause in the recovery will extend through the fourth quarter and given the number of challenges manufacturing faces, we expect the industry will continue to struggle in its quest to return to normal. After the significant cut to our near-term outlook last month, we have trimmed 2021 by an additional 400,000 to 80.2 million units—which cuts the increase from 2020 to just 3%. We have also cut 2022 to 84.8 million units, a reduction 500,000 units. While some OEMs have signaled a restart to manufacturing in November, the industry should expect to see starts and stops well into 2022.”

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    Emmie Littlejohn, LMC Automotive; Troy, Mich.; 248-817-2100; [email protected]

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

    About LMC Automotive www.lmc-auto.com

     

  • 2021 U.S. Auto Claims Satisfaction Study

    Auto Insurance Claim Satisfaction Rises on Combination of Soaring Vehicle Values and Growth of Straight-Through-Processing Claims Management, JD Power Finds

    2021-10-27

    jillian.breska

    The nationwide surge in used vehicle prices has given an unexpected boost to auto insurance customers who experience a total loss—their vehicles might be worth more than they thought. This phenomenon of higher replacement values, combined with advancements in straight-through-processing (STP), has driven customer satisfaction with auto insurance claims to a record high in the JD Power 2021 U.S. Auto Claims Satisfaction Study,SM released today. Despite these gains, however, the industry is facing new challenges with increased vehicle complexity thanks to the growth of advanced driver assistance systems (ADAS), which are contributing to rising severity cost.

    “The auto insurance industry has been investing heavily in streamlining the claims process and those investments are starting to pay off in the form of faster cycle times and record levels of satisfaction,” said Tom Super, head of property and casualty insurance intelligence at JD Power. “The challenge now will be continuing to drive service improvements as vehicle prices normalize and claim severity continues to increase. Those carriers with more sophisticated claimant triage will be better positioned to navigate the growing cost and complexity ahead.”

    Following are key findings of the 2021 study:

    • Record-high customer satisfaction: Overall satisfaction with the auto insurance claims process increases to a record-high 880 (on a 1,000-point scale), up eight points from 2020. This is the fourth consecutive year of improvement in auto claims satisfaction, which has been driven by year-over-year increases in performance across five of six factors measured in the study: first notice of loss; claim servicing; estimation process; repair process; and settlement. Growth in settlement, first notice of loss and estimation process factors were the primary drivers of the overall increase in satisfaction.
    • STP investments paying off: Claims that can be processed via a low-touch experience in which the entire process from first notice of loss to a direct repair shop resulted in the highest levels of satisfaction (915) in the study. By contrast, claimants who had to interact more manually and with three or more representatives during the claims process had the lowest levels of customer satisfaction.
    • ADAS features add complexity, cost: Among claimants with low- to mid-severity claims, 66% indicated that their vehicle was equipped with ADAS features. Claims associated with ADAS-equipped vehicles are about 13.5% higher on average than non-ADAS-equipped vehicles.
    • Claimant profile predictive of claims outcomes: Claimants whose at-fault status is in dispute have the lowest overall customer satisfaction scores.  Claimants who are the most price-sensitive can still experience a positive claims process, in which case their  likelihood to renew can be heavily influenced.
       

    Study Ranking

    The Hartford ranks highest in overall customer satisfaction with a score of 905. Erie Insurance (901) ranks second and Auto Club of Southern California Insurance Group (897) ranks third.

    The redesigned 2021 U.S. Auto Claims Satisfaction Study is based on responses from 7,345 auto insurance customers who settled a claim within the past six months prior to taking the survey. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim. The study was fielded from November 2020 through September 2021.

    For more information about the U.S. Auto Claims Satisfaction Study, visit https://www.jdpower.com/resource/jd-power-us-auto-claims-satisfaction-study.

    About JD Power
    JD Power
     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

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