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Category: United States

  • 2021 U.S. Small Business Banking Satisfaction Study

    Strong Bank Response to Paycheck Protection Program (PPP) Drives Record-High Satisfaction among Small Business Customers, JD Power Finds

    2021-10-27

    jillian.breska

    After getting off to a wobbly start in the earliest days of the pandemic, the nation’s banks nailed their response to the U.S. Small Business Association’s Paycheck Protection Program (PPP), managing to administer $669 billion in relief loans to small businesses and—importantly—oversee the forgiveness of more than 1.1 million of those loans. According to the JD Power 2021 U.S. Small Business Banking Satisfaction Study,SM released today, small businesses’ appreciation of their bank’s handling of PPP application and forgiveness helped overall customer satisfaction climb to a record high this year.

    “Small business owners are feeling good about their banks and more confident about the economy, but just more than half of small businesses are financially healthy,” said Paul McAdam, senior director of banking and payments intelligence at JD Power. “Banks can build upon the customer goodwill generated through PPP by providing solutions and information to address the range of financial challenges facing small businesses, including access to timely credit, improving business creditworthiness, building savings to cover a cash shortfall and having adequate insurance coverage.”

    Following are some key findings of the 2021 study:

    • PPP delivers big boost to small business banking customer satisfaction: Overall customer satisfaction scores for small businesses that applied for PPP loans with their primary bank are 853 (on a 1,000-point scale), which is 32 points higher than customers that did not apply for a PPP loan. Satisfaction climbs to 869 among small businesses that completed the process of PPP loan forgiveness.
    • Just more than half of small businesses financially healthy: Despite improvements in the economy and an improved business outlook, only 52% of businesses are financially healthy, meaning they are financially stable and have access to capital/credit required to meet business needs. The rest fall into either the financially stressed (26%) or financially vulnerable (23%) categories. Another 28% of small business owners say COVID-19 continues to have a severe or major effect on their business.
    • National banks outperform regional banks in customer satisfaction: Overall small business customer satisfaction with national banks is 829, which is 13 points higher than the average overall satisfaction score for regional banks. National bank customers also are more likely to say that their PPP loan forgiveness process was easier.
    • Account managers make a difference: Small business banking customer satisfaction is significantly higher when a dedicated account manager is assigned to the business. The average satisfaction score for small business banking customers with an account manager is 859, which is 73 points higher than small businesses without an assigned account manager.

    Study Rankings

    Bank of America ranks highest in the Midwest region with a score of 859, followed by PNC Bank (839) and Huntington (835).

    Chase ranks highest in the Northeast region with a score of 839. Bank of America (830) and TD Bank (830) rank second in a tie. 

    TD Bank ranks highest in the South region with a score of 865. Chase (861) ranks second and Wells Fargo (843) ranks third.

    In the West region, Bank of the West and Chase rank highest in a tie, each with a score of 829. This is the ninth consecutive year that Chase ranks highest in the West region. U.S. Bank (825) ranks third.

    The 2021 U.S. Small Business Banking Satisfaction Study includes responses from 7,327 small business owners or financial decision-makers at small businesses that use business banking services. The study was fielded from June through August 2021.

    For more information about the U.S. Small Business Banking Satisfaction Study, visit https://www.jdpower.com/resource/us-small-business-banking-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. Group Life Insurance Study

    Satisfaction with Group Life Insurance Languishes as Carriers Miss Mark on Policyholder Education, JD Power Finds

    2021-10-29

    jillian.breska

    A combination of limited direct engagement with insureds and a failure to offer the variety of products and services those policyholders seek have resulted in relatively low customer satisfaction scores for the group life insurance industry. According to the JD Power 2021 U.S. Group Life Insurance Study,SM released today, satisfaction with group life insurance trails two-thirds of other U.S. service industries evaluated by JD Power.

    “There is really an education problem in the group life insurance marketplace,” said James Beem, managing director of global healthcare intelligence at JD Power. “Data shows a clear pattern of policyholders not really understanding what’s available to them. For example, three of the four most important attributes in driving overall satisfaction—overall price, availability of additional products and services, and variety of coverage options—are also among the lowest-ranked in the study. This spotlights a clear area for improvement and a huge opportunity for carriers to drive better engagement, create cross-sell opportunities and improve brand perception simply by focusing on these fundamental issues.”

    Study Ranking

    Lincoln Financial Group and New York Life rank highest in a tie among group life insurance providers, each with a score of 819. Guardian Life (812) ranks third.

    The JD Power 2021 Group Life Insurance Study measures the experiences of customers of the largest life insurance providers in the United States. The study measures overall customer satisfaction based on performance in six factors (in alphabetical order): application and orientation; communication; interaction; price; product offerings; and statements.

    The study is based on responses from 2,126 group life insurance customers. It was fielded from July through September 2021.

    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 Mattress Satisfaction Report

    Despite Inability to “Test” Mattress, Online Buyers Impressed with Comfort, JD Power Finds

    2021-11-02

    jillian.breska

    Despite not being able to lie down and “test” a mattress from an online mattress company before purchasing, customer satisfaction with the comfort of an online mattress purchase increases to 880 (on a 1,000-point scale) from 867 in 2020, according to the JD Power 2021 Mattress Satisfaction Report,SM released today. Additionally, retail stores see a boost in customer service satisfaction with a score of 822, up from 770 in 2020.

    Study Rankings

    Tempur-Pedic ranks highest in customer satisfaction among online mattresses with a score of 882. Sleep Number (881) ranks second and Purple (878) ranks third.

    Tempur-Pedic ranks highest in customer satisfaction among retail mattresses, with a score of 897. Sleep Number (867) ranks second.

    The 2021 Mattress Satisfaction Report, now in its seventh year, measures customer satisfaction with mattress purchases based on seven factors (in order of importance): comfort; price; support; durability; warranty; variety of features; and customer service.

    The report is based on responses from 2,293 customers who purchased a mattress in the 12 months prior to fielding the survey. The report was fielded in September-October 2021.

    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. Vision Plan Satisfaction Report

    Vision Plan Satisfaction Rebounds as Doctor Visits Increase, JD Power Finds

    2021-11-02

    jillian.breska

    After a decrease in overall satisfaction in 2020, vision plan satisfaction is rebounding as doctor visits increase, according to the JD Power 2021 U.S. Vision Plan Satisfaction Report,SM released today. Overall satisfaction is 769 (on a 1,000-point scale), an increase from 760 in 2020. Additionally, 5% more members visited their vision providers within the past six months compared with the same time in 2020.

    Study Ranking

    UnitedHealthcare Vision ranks highest in customer satisfaction with vision plan insurers with a score of 825. Aetna Vision (816) ranks second and Davis Vision (775) ranks third.

    The 2021 U.S. Vision Plan Satisfaction Report is based on responses from more than 1,110 vision plan members. The study was fielded September through October 2021. The report, now in its seventh year, measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage; cost; communications; customer service; and reimbursement.

    For more information on the U.S. Vision Plan Satisfaction Report visit https://www.jdpower.com/business/healthcare/us-vision-plan-satisfaction-report.

    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 U.S. Dental Plan Satisfaction Report

    Dental Plan Satisfaction Increases Year Over Year, JD Power Finds

    2021-11-02

    jillian.breska

    Overall customer satisfaction with dental plans increases slightly in 2021, driven by a combined 48-point increase in claims and reimbursement satisfaction (on a 1,000-point scale)  and customer service experience, according to the JD Power 2021 U.S. Dental Plan Satisfaction ReportSM, released today. Specifically, timeliness within those two factors help increase satisfaction, as timeliness of reimbursement and timeliness of problem resolution increased year over year.

    Study Ranking

    UnitedHealthcare Dental ranks highest with a score of 806. HumanaDental ranks second (793) and Aetna Dental ranks third (791).

    The 2021 U.S. Dental Plan Satisfaction Report is based on responses from more than 1,203 dental plan members. The report was fielded September through October 2021. The report, now in its seventh year, measures customer satisfaction with dental plan providers based on five factors (in order of importance): cost; coverage; communications; customer service; and reimbursement. 

    For more information about the U.S. Dental Plan Satisfaction Report, visit https://www.jdpower.com/business/resource/member-dental-plan-satisfaction-report.

    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 Wireless Router Satisfaction Report

    Wireless Router Satisfaction Gets a Boost, Thanks to Satisfaction with Wi-Fi Range, JD Power Finds

    2021-11-04

    jillian.breska

    Overall customer satisfaction with wireless routers increases to 884 (on a 1,000-point scale) from 826 in 2020, according to the JD Power 2021 Wireless Router Satisfaction Report,SM released today. Wi-Fi range satisfaction, the most heavily weighted factor in the study, jumps 20 points to 851 from 831 in 2020.

    The 10 factors measured in the 2021 report include (in order of importance): Wi-Fi range; reliability; speed of upload/download; restore connection easily; security capabilities; price; ease of set-up; variety of features; intuitive user interface; and customer service.

    “The year 2020 was a rough one for router manufacturers as many more people were working from home and noticing the limits of their Wi-Fi router,” said Ian Greenblatt, managing director at JD Power. “This led to a decrease in overall satisfaction. Customers are now settling in and appreciating their wireless connections. The study results also show an increase in customer service satisfaction, meaning that customer service representatives are doing a solid job at resolving customer issues.”

    Study Ranking

    Asus (859) ranks highest in customer satisfaction with wireless routers. TP-Link (855) ranks second and ARRIS (853) ranks third.

    The 2021 Wireless Router Satisfaction Report, now in its sixth year, is based on responses from 1,256 current owners of wireless routers who purchased their device during the 12-month period prior to report fielding in September-October 2021.

    For more information about the U.S. Wireless Router Satisfaction Report, visit https://www.jdpower.com/business/technology-media-telecom/us-wireless-router-satisfaction-report

    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. Life Insurance New Business Study

    Brand Perception Important amid Surging Interest in Life Insurance, JD Power Finds

    2021-11-08

    jillian.breska

    The combination of a lingering pandemic and a new federal tax code change that makes it possible for policyholders to build more cash value in their plans has driven a surge in consumer interest in life insurance policies. According to the JD Power 2021 U.S. Life Insurance New Business Study,SM released today, insurer brand perception—specifically the impression of long-term viability of the insurer—is the No. 1 attribute influencing life insurance shoppers to choose one brand over another.

    “Life insurance, unlike other forms of insurance, is a very long-term purchase, and while traditional factors such as price definitely matter, the brand attribute with the biggest influence when purchasing is confidence in the long-term viability of the brand,” said Robert M. Lajdziak, director, global insurance intelligence at JD Power. “This creates challenges for younger brands or companies that have re-branded and are competing in a marketplace with companies such as New York Life, which just celebrated its 175th anniversary. Challenger brands need to differentiate themselves with tailored offerings, smart marketing and easy access.”

    Following are some key findings of the 2021 study:

    • Quote and buy conversion rates increase in 2021: Reversing a 30-year trend in declining life insurance ownership, quote rates industry-wide have increased four percentage points year over year and buy rates have increased four percentage points as more customers have started seriously shopping for polices.
    • Marketing matters: It is no accident that the life insurance brands with the highest unaided brand awareness—State Farm, Allstate and Prudential—all have advertising jingles, taglines or logos that consumers can easily recognize and recall. Life insurers have been increasing their ad spend in recent years and trends in overall brand awareness clearly reflect those investments.
    • Application process is key component in sales funnel: Insurers with the highest overall customer satisfaction scores in the application process also have strong performance in the acquisition funnel. Speed of executing the policy is the most important component of the process.
    • Price is top barrier to purchase: While brand perception is the top driver of purchase decisions, the No. 1 barrier to purchasing a life insurance policy is price. In 2021, 38% of life insurance shoppers say they did not make a purchase because it was too expensive, up from 28% in 2020.

    The 2021 U.S. Life Insurance New Business Study measures the experiences of shoppers of the largest life insurance companies in the United States. The study measures overall customer satisfaction based on the application process, and shoppers are able to convey their experiences in the application and quote processes with up to five brands—although only one brand is required.

    The study is based on responses from 5,444 consumers who shopped for individual life insurance in the past 12 months and was fielded in June-July 2021.

    For more information about the U.S. Life Insurance New Business Study, visit https://www.jdpower.com/business/insurance/us-life-insurance-new-business-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. Sales Satisfaction Index (SSI) Study

    Despite Lack of New-Vehicle Inventory, Sales Satisfaction Unchanged from Year Ago, JD Power Finds

    2021-11-09

    jillian.breska

    From coast to coast, new vehicles are hard to find on dealership lots as the supply chain disruption and effects of the pandemic continue. However, customer satisfaction with the vehicle purchase experience holds steady year over year, according to the JD Power 2021 U.S. Sales Satisfaction Index (SSI) Study, SM released today. Overall sales satisfaction remains at 789 points (on a 1,000-point scale). Satisfaction among dealers where buyers purchased their vehicle increases 2 points to 841, while satisfaction with rejected dealers declines 6 points to 632.

    The buyer satisfaction increase is buoyed by buyers receiving more money for their trade-in than they expected at the time of new-vehicle purchase. Year over year, the percentage of buyers who got more than they expected for their trade-in increases nine percentage points in the mass market segment and increases eight percentage points in the premium segment. However, satisfaction among vehicle buyers significantly decreased year over year in the inventory-related factors for website (-14 points) and at the dealership facility (-16 points).

    “Despite the lack of inventory, dealerships have  overcome what might be thought of as a challenging sales environment for shoppers,” said Chris Sutton, vice president of automotive retail at JD Power. “Right now, it’s hard to see the light at the end of the supply chain tunnel, so dealerships need to continue to sell vehicles through their inbound pipeline and help customers with special orders. However, the silver lining for customers is that trade-in values remain high and this has had a positive effect on customer sales satisfaction.”

    The study also finds that satisfaction with the variety of dealership inventory significantly decreased 0.55 points (on a 10-point scale) among mass market shoppers and 0.42 points among premium shoppers during a three-month period from March through May 2021.

    Following are key findings of the 2021 study:

    • If you build new vehicles, buyers will come: Manufacturers struggling most with inventory shortages are losing shoppers to competitors. The percentage of shoppers rejecting a brand due to inventory shortages is most prevalent among domestic truck brands—Ram (37%); GMC (36%); and Chevrolet (35%). Genesis has the highest percentage of rejecters (39%) among all brands because dealerships didn’t have the exact vehicle they wanted, which is 14 percentage points above the industry average of 25%. “The good news for dealers is that 78% of rejecters who reject a dealership due to inventory shortages indicate they will consider the dealership for future vehicle purchases. In other words, they’re not blaming the retailer for an inability to find their new vehicle,” Sutton said.
    • Buyers of new battery-electric vehicles less satisfied with sales experience: There is a large disparity in satisfaction among buyers of battery-electric vehicles (BEVs) and buyers of internal combustion engine (ICE) vehicles. The overall buyer satisfaction index is 54 points lower for BEVs (790) than for traditional gasoline-powered vehicles (844). A cause for this is dealership personnel vehicle knowledge/expertise, with more than a full point difference in sales satisfaction between BEV buyers (7.59 on a 10-point scale) and gasoline buyers (8.72). “BEV buyers are a unique challenge for dealers,” Sutton said. “As manufacturers ready new model launches, now is the time to ramp up training and knowledge of BEVs and related services—such as charging and aftersales requirements—as buyers will undoubtedly have more questions about them.”   
    • Remote buyers more satisfied with digital retailing: The study finds that, among those buyers who are willing and able to purchase their vehicle without having to physically visit their selling dealer, satisfaction is much higher in both the premium and mass market segments than among those buyers who go to the dealership. “The ‘Amazon effect’ of seeing, buying and having a product delivered to your doorstep has made its way into vehicle buying and it is here to stay,” Sutton said.
    • Tesla’s unofficial score improves from 2020: Tesla receives an SSI score of 815, an increase from its unofficial score of 804 a year ago. The automaker is not officially ranked among other brands in the study because 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 required. However, Tesla’s score was calculated based on a sample of surveys from owners in the other 35 states.

    Study Rankings

    Porsche ranks highest in satisfaction with dealer service among premium brands with a score of 833. Infiniti (825) ranks second, followed by Lexus (820), Cadillac (814) and Lincoln (813).

    GMC ranks highest in satisfaction with dealer service among mass market brands, with a score of 812. Buick (806) ranks second, followed by Chevrolet (804), Dodge (796) and Nissan (795).

    Brands showing the greatest improvement in satisfaction scores year over year are Jeep (+24), Chevrolet (+17), Dodge (+17) and Ram (+14).

    Now in its 36th year, the U.S. Sales Satisfaction Index (SSI) Study measures satisfaction with the sales experience among new-vehicle buyers and rejecters (those who shop a dealership and purchase elsewhere). Buyer satisfaction is based on six factors (in order of importance): delivery process (28%); dealer personnel (21%); working out the deal (19%); paperwork completion (19%); dealership facility (10%); and dealership website (4%). Rejecter satisfaction is based on five factors: salesperson (40%); price (23%); facility (15%); variety of inventory (12%); and negotiation (10%).

    The 2021 U.S. Sales Satisfaction Index (SSI) Study is based on responses from 35,387 buyers who purchased or leased their new vehicle from March through May 2021. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers). The study also measures satisfaction with brands and dealerships that were shopped but ultimately rejected in favor of the selling dealership (satisfaction among rejecters). The study was fielded from July through September 2021.

    For more information about the U.S. Sales Satisfaction Index (SSI) Study, visit https://www.jdpower.com/business/automotive/us-sales-satisfaction-index-ssi-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 www.jdpower.com/business/about-us/press-release-info

     

     

  • 2021 U.S. Multimedia Quality and Satisfaction Study

    Despite Best Efforts by Leading Tech Companies, Consumers Still Aren’t Connecting, JD Power Finds

    2021-11-11

    jillian.breska

    The top-cited problem for new-vehicle owners is connectivity issues with Apple CarPlay or Android Auto, according to the JD Power 2021 U.S. Multimedia Quality and Satisfaction Study,SM released today. With newly added capabilities, tech companies and automakers are delivering on consumers’ desires to wirelessly connect smartphones to infotainment systems. However, owners whose vehicles have wireless Apple CarPlay or Android Auto connectivity capability cite more problems (7.1 problems per 100 vehicles) than those whose vehicles do not (4.0 PP100).

    “Smartphone mirroring has shown to be a source of problems for several years now but has become more problematic this year with the growing ability to wirelessly connect the feature on a number of vehicles,” said Brent Gruber, senior director of global automotive quality at JD Power. “Fortunately, the top tech companies and automakers have the ability to generate demand for new or upgraded technologies while troubleshooting current issues as the rollout continues.”

    Top-performing vehicles in each segment are as follows:

    • Midsize/Large: Nissan Maxima
    • Midsize/Large Premium: Cadillac Escalade and Chevrolet Corvette
    • Small/Compact: Nissan Sentra for a second consecutive year
    • Small/Compact Premium: BMW 4 Series

    The 2021 U.S. Multimedia 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. Multimedia Quality and Satisfaction Study, visit:  https://www.jdpower.com/business/automotive/us-multimedia-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; 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. Wireless Customer Care Study—Volume 2

    Wireless Customer Care Satisfaction Transitioning to Pre-Pandemic Levels, JD Power Finds

    2021-07-29

    jillian.breska

    As the U.S. transitions to a pre-pandemic existence, wireless customers are also reverting to pre-pandemic expectations, according to the JD Power 2021 U.S. Wireless Customer Care StudySM—Volume 2, released today.

    “During the pandemic, people were more generous and patient with nearly everything as the way of life was drastically different,” said Ian Greenblatt, managing director at JD Power. “Now that things are getting back to normal, customer care that was considered exemplary during the pandemic now is seen as simply satisfactory. Wireless carriers need to continue to be agile and innovative to keep satisfaction high.”

    Study Rankings

    T-Mobile ranks highest in the mobile operators segment with a score of 819, followed by Verizon Wireless with 789.

    Metro by T-Mobile ranks highest in the mobile virtual network operators segment with a score of 811. Cricket (804) ranks second, followed by Xfinity Mobile (798).

    Consumer Cellular ranks highest in the value mobile virtual network operators segment with a score of 863.

    The 2021 U.S. Wireless Customer Care Study—Volume 2 is based on responses from 13,599 customers who contacted their carrier’s customer care department within the past three months.  The studies evaluate customer care experiences across 6 factors: store service; phone service; website service; app service; social media service; and text service. The studies were fielded from January through June 2021.

    For more information about the U.S. Wireless Customer Care Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-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 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