Category: United States

  • 2021 U.S. Windows and Patio Doors Satisfaction Study

    Pivot to Digital Consultations Helps Window and Patio Door Industry Ride Home Improvement Wave, JD Power Finds

    2021-08-05

    jillian.breska

    Despite the economic and logistical challenges introduced by the COVID-19 pandemic, consumer spending on home improvements and repairs grew more than 3% to nearly $420 billion in 2020.1 One surprising beneficiary of this trend is the window and patio door industry, which is heavily reliant on in-home consultations. According to the JD Power 2021 U.S. Windows and Patio Doors Satisfaction Study,SM released today, the industry’s efforts to adjust its business model to accommodate virtual consultation and offer discounts and incentives has helped drive higher customer satisfaction.

    “Unlike other areas of the home improvement marketplace, window and patio door sales are often driven by an in-home consultation with experts who can talk consumers through not only their window options but also provide specific recommendations based on the home layout and design,” said Christina Cooley, director of home intelligence at JD Power. “Consistently, we find that manufacturers and retailers that make it easy to comparison shop and provide expert guidance are those that perform best in the study. This past year, they had to adapt, and many did so successfully. A majority—54%—of customers had some form of expert consultation and 11% of those consults were conducted virtually.”

    Study Rankings

    Renewal by Andersen ranks highest in the manufacturer segment with a score of 886 (on a 1,000-point scale), followed by American Craftsman (878) and Milgard (874).

    Renewal by Andersen also ranks highest in the retail segment in a tie with The Home Depot, each with a score of 876. Window World ranks third with a score of 874.

    The 2021 U.S. Windows and Patio Doors Satisfaction Study is based on responses from 3,124 customers who purchased windows or patio doors within the previous 12 months. The study was fielded from January through May 2021.

    For more information about the U.S. Windows and Patio Doors Satisfaction Study, visit https://www.jdpower.com/business/home/windows-and-patio-doors-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

    1Joint Center for Housing Studies of Harvard University, “Improving America’s Housing 2021” https://www.jchs.harvard.edu/blog/despite-devastating-effects-broader-economy-pandemic-has-been-boon-us-home-improvement

     

  • 2021 U.S. Wireless Purchase Experience Studies Vol. 2

    JD Power Study First: Cable Company Spectrum Mobile Ranks Highest (in a Tie) in Wireless Purchase Experience among Mobile Virtual Network Operators

    2021-08-12

    jillian.breska

    For the first time in the study’s history, a cable company, Spectrum Mobile, ranks highest (in a tie with Metro by T-Mobile) among mobile virtual network operators in the JD Power 2021 U.S. Wireless Purchase Experience Mobile Virtual Network Operator Performance StudySM—Volume 2, released today along with the JD Power 2021 U.S. Wireless Purchase Experience Mobile Network Operator Performance StudySM—Volume 2. Spectrum Mobile’s customers rank its in-store reps the highest, especially their knowledge, concern and courtesy shown combined with the high clarity of information provided, which typically indicates a well-trained, longer-tenured store staff.

    The studies also find that, as with the rest of the nation’s businesses, wireless companies are having difficulty finding customer service representatives, both online and in store. Customer satisfaction with the clarity of information provided by store representatives has declined by 0.21 points since Volume 1 of this year’s study. Customers who scored clarity of information a 10 (on a 10-point scale) are significantly less likely to switch carriers, with 73% saying they definitely will not switch.

    “Maintaining a fully staffed, highly trained customer service and sales organization in pandemic times is no small feat—the decline in many of the attributes we measure across the purchase experience is not surprising given the number of open positions across the industry,” said Ian Greenblatt, managing director at JD Power. “Carriers are investing in highly trained store representatives committed to customer success in search of dividends in customer satisfaction and retention.”

    Study Rankings

    Among mobile network operators, T-Mobile ranks highest for the eighth consecutive volume, with a score of 808. AT&T (778) ranks second.

    Among mobile virtual network operators, Metro by T-Mobile and Spectrum Mobile rank highest in a tie, each with a score of 816. Cricket (815) ranks third.

    Among value mobile virtual network operators, Consumer Cellular ranks highest for an 11th consecutive volume, with a score of 865.

    Now in the 18th year of publication, the 2021 U.S. Wireless Purchase Experience Mobile Network Operator Performance Study and the U.S. Wireless Purchase Experience Mobile Virtual Network Operator Performance Study are based on responses from 10,952 customers who use any one of four purchase channels and evaluate the wireless purchase experience taking place via: phone calls; visits to a carrier store; the carrier website; or the carrier’s mobile app. Overall purchase experience satisfaction with both Mobile Network Operators and Mobile Virtual Network Operators is measured in two factors: Cost and Promotions and Purchase Process. The studies were fielded from January through June 2021.

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

    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. Electric Vehicle Experience (EVX) Public Charging Study

    Public Charging Experience for Electric Vehicle Owners Can Get Much Better, JD Power Finds

    2021-08-18

    jillian.breska

    While most electric vehicle (EV) owners primarily charge their vehicles at home, public charging is a significant part of the EV ownership experience. Owners’ ability to recharge their vehicle’s battery is a key factor in the broader adoption of EVs, particularly among those who can’t install a private home charger or don’t have access to residential charging, such as city dwellers who reside in multiple-occupancy buildings. In the inaugural JD Power U.S. Electric Vehicle Experience (EVX) Public Charging Study,SM released today, Tesla Destination ranks highest among Level 2 charge point operators with a score of 689 (on a 1,000-point scale) and Tesla Supercharger ranks highest among DC (direct current) fast chargers with a score of 733.

    “Public charging infrastructure is a key component in the overall adoption of electric vehicles by the broad population,” said Brent Gruber, senior director of global automotive at JD Power. “Unfortunately, the availability of public charging is the least satisfying aspect of owning an EV. Owners are reasonably happy in situations where public charging is free, doesn’t require a wait and the location offers other things to do—but that represents a best-case scenario. The industry needs to make significant investment in public charging to assure a level of convenience and satisfaction that will lure potentially skeptical consumers to EVs.”

    The study measures EV owners’ satisfaction with two types of public charge point operators: Level 2 charging stations and DC fast charger stations. Satisfaction is measured across 10 factors: ease of charging; speed of charging; cost of charging; ease of payment; ease of finding this location; convenience of this location; things to do while charging; how safe you feel at this location; availability of chargers; and cleanliness of this location.

    Following are key findings of the 2021 study:

    • Most owners satisfied with ease of public charging: Satisfaction with the ease of using a DC fast charger is 737 among battery electric vehicle (BEV) and plug-in hybrid electric vehicle (PHEV) owners, while satisfaction with the ease of charging at a Level 2 charging station is only 21 points lower (716) despite Level 2 charging being much slower than DC fast charging. This indicates that current EV owners understand how both types of chargers work, so the systems don’t prompt issues.
    • Charging costs are a large issue for many EV owners: Though their satisfaction with the cost of charging trails their overall satisfaction by a large margin, satisfaction is much higher among BEV owners with access to free public charging. Greater satisfaction with charging costs filters through many other aspects of the experience. Public charging satisfaction among owners utilizing free DC fast charging is 706, yet when owners must pay for their fast-charging session, satisfaction declines to 673. The impact of cost on Level 2 charging is more pronounced, as satisfaction with free charging is 668 but declines to 586 when payment is required. Free charging, either offered through manufacturer incentives or as a result of a charge point operator’s business model, presents a significant advantage in the public charging experience.
    • Owner satisfaction with availability of public charging stations mixed: With an average score of 668, the overall availability of public charging stations promotes relative satisfaction among current BEV and PHEV owners who use such stations. However, satisfaction with DC fast charger availability is 720 while Level 2 charging station availability drops to 645. The level of satisfaction with the availability of public charging varies by geographic region. The West North Central and East North Central regions are above average in charger availability, while the West South Central and Mid Atlantic regions are below average. The Mountain and Pacific regions are the lowest performing regions for charger availability.
    • Looking for a charge but left empty: The two most-often-cited problems BEV and PHEV owners have when visiting a charging station and being unable to power up are the charger was out of service (58%) and no charger available/too long to wait (14%).

    “Building a better infrastructure starts with more collaboration among automakers, charge point operators, site locations, utilities and government at all levels,” Gruber said. “Each type of charger has its place in the EV public charging eco-system— whether its Level 2 for local drives or fast charging while on road trips. One thing is clear: the more chargers that can be deployed, the better.”

    Study Rankings

    Tesla Destination ranks highest among Level 2 charging stations with a score of 689. Volta (674) ranks second and ChargePoint (660) ranks third.

    Tesla Supercharger ranks highest among DC fast chargers with a score of 733.

    The 2021 U.S. Electric Vehicle Experience (EVX) Public Charging Study is driven by a collaboration with PlugShare, the leading EV driver app maker and research firm. The study examines consumer attitudes, behaviors and satisfaction, setting the standard for benchmarking the overall experience of public EV charging. Survey respondents for the inaugural study included 6,647 owners of battery electric vehicles (BEVs) and plug-in hybrid electric vehicles (PHEVs). The study was fielded from January through June 2021. Drivers who visited the charging location but didn’t charge their vehicle were asked why they decided not to charge.

    For more information about the U.S. Electric Vehicle Experience (EVX) Public Charging Study, visit https://www.jdpower.com/business/automotive/electric-vehicle-experience-evx-public-charging-study.

    About PlugShare
    Based in El Segundo, Calif., PlugShare maintains the most comprehensive census of EV infrastructure in the world. They make the PlugShare app for iOS, Android and the Web, the most popular EV driver app globally, in use by most drivers in North America and over one million EV drivers worldwide. PlugShare also provides sophisticated data tools, reports, custom consulting and comprehensive research on EVs for automakers, utilities, charging networks, government and the rest of the EV industry. It operates the world’s largest EV driver survey research panel, PlugInsights, now with over 63,000 members.

    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. Credit Card Satisfaction Study

    While Many U.S. Credit Card Issuers Struggle to Meet Evolving Customer Expectations, Some Bright Spots Exist, JD Power Finds

    2021-08-19

    jillian.breska

    Increased financial stress, lack of responsiveness and misaligned terms and rewards have created a recipe for declining customer satisfaction with credit card issuers. According to the JD Power 2021 U.S. Credit Card Satisfaction Study,SM released today, overall customer satisfaction declines this year, led by midsize issuers that struggled to connect with evolving customer needs in a volatile economy.

    “While there are some bright spots this year among individual issuers, the pandemic really broke a multi-year trend of improving satisfaction,” said John Cabell, director of banking and payments intelligence at JD Power. “The industry missed the mark on supporting customers’ changing needs when many were facing significant financial challenges. Whether through blunt actions, such as tightening credit limits at the very moment when customers were most reliant on their cards as a source of short-term funding, or through lack of customer service accessibility, credit card issuers experienced declines in overall satisfaction, trust, brand perception and Net Promoter Scores®this year.”

    Following are some key findings of the 2021 study:

    • Overall satisfaction declines, led by midsize issuers: Overall satisfaction with credit card issuers falls to 805 (on a 1,000-point scale) from 811 a year ago. The decline is even more pronounced among midsize issuers, among which scores decline by 17 points to 796. Midsize issuers also experience double-digit year-over-year declines across a range of key metrics, including satisfaction with credit card terms and benefits.
    • One midsize issuer stands out: Goldman Sachs, issuer of the Apple Card and new to the study, is the highest-ranking midsize issuer with a score of 864—47 points higher than the nearest issuer. Goldman Sachs performed highest in the segment’s factors of benefits & services; communication; credit card terms; interaction; key moments; and rewards.
    • Shrinking credit limits rub customers the wrong way: Industry-wide, 2% of U.S. credit card customers say their credit limits have been reduced. Among midsize customers, that number jumps to 3% in wave 4 of the study. On average, among customers in 2021 who say they have an issue with credit limits, overall satisfaction scores are 141 points lower than among those who have no issues. That effect is nearly three times more severe than a drop in satisfaction due to credit limit issues reflected in the 2020 study.
    • Rewards satisfaction languishes despite program changes: National issuers made notable changes to rewards programs during the past year, such as making grocery shopping and takeout dining additional ways to earn reward points. Despite these efforts, satisfaction with earning rewards has declined to a level equal to that in 2019. The only category of card that shows improvements in rewards satisfaction is retailer co-branded cards, which customers already use for everyday and online shopping.
    • Many customers have wrong card: Misalignment between rewards programs and spending patterns is associated with an average of $756 in lower monthly spending; a 7-percentage-point higher likelihood of switching cards; and a 4-percentage-point higher likelihood of citing a problem. This misalignment is more common among the 53% of cardholders who struggle to pay bills and/or have no financial planning. Customers should regularly review their usage to make sure they are getting the best value from their card, whether cashing in rewards to offset a hefty annual fee or paying a competitive interest rate on an ongoing debt balance.
    • New fintech entrants raise bar on satisfaction: New fintech firms are setting standards that highlight the fragile nature of cardholder satisfaction. One-third (33%) of cardholders in 2021 are using mobile payment services with their card. Satisfaction among these cardholders is up to 39 points higher for mobile interaction than among customers who use the issuer’s mobile services alone. Recent JD Power research highlights the rise of low/no interest BNPL (buy now pay later) installment loan services, in which 46% of retail shoppers using BNPL say they would have used a credit card as a second choice but instead chose to avoid high interest rates and revolving debt.

    Study Rankings 

    American Express ranks highest in customer satisfaction among national issuers, with a score of 838. Discover (837) ranks second and Capital One (815) ranks third.

    Goldman Sachs ranks highest in customer satisfaction among midsize issuers, which consists of credit card providers with fewer than four million credit card users as of February 2020, according to third-party industry data, with a score of 864. BB&T, Huntington and PNC rank second in a tie, each with a score of 817.

    The U.S. Credit Card Satisfaction Study, now in its 15th year, measures customer satisfaction with credit card issuers by examining six factors (in alphabetical order): Benefits & Services; Communication; Credit Card Terms; Interaction; Key Moments; and Rewards. The study includes responses from 27,996 credit card customers and was fielded from September 2020 through June 2021.

    For more information about the 2021 U.S. Credit Card Satisfaction Study, visit https://www.jdpower.com/business/resource/us-credit-card-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

    1Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

     

  • 2021 U.S. Small Commercial Insurance Study

    Small Business Insurance Customers Feeling Neglected by Insurers, JD Power Finds

    2021-08-24

    jillian.breska

    The U.S. insurance industry doled out tens of billions of dollars in refunds to customers during the COVID-19 pandemic but, since coverage was not affected, there was no such relief to be had for small business insurance customers. According to the JD Power 2021 U.S. Small Commercial Insurance Study,SM released today, that lack of proactive support and personalized attention has put a strain on customer satisfaction, causing scores to fall significantly for a second consecutive year.

    “We see a real pattern of small business insurers missing the mark on soft skills, such as interaction with agents and proactive outreach—both being areas in which commercial insurers have historically thrived,” said Robert M. Lajdziak, senior consultant of insurance intelligence at JD Power. “There’s also a trend in which small commercial customers spend three times more effort interacting with their carrier on the website, on the phone or with agents. The largest declines in the study are among customers who had workers comp coverage or commercial auto policies. Carriers will want to pay particular attention to customers with these types of policies.”

    Following are some key findings of the 2021 study:

    • Interactions drive decline: Customer satisfaction has declined 15 points in the past two years—a 7-point decline from a year ago and an 8-point decline in 2020 from 2019. These represent the only declines in the study’s history. Satisfaction with interactions shows a 20-point decline from a year ago.
    • Customer effort to interact with agent is three times higher than 2020: Customers who say they had to exert a great deal of effort to interact with their agent increases to 32% from 10% a year ago. Digital interactions were no less immune, increasing to 34% from 10% year over year.
    • Proactive outreach too little, too late: in 2020, only 19% of customers indicated their carrier proactively reached out to them to discuss business needs related to COVID-19. While proactive contact significantly increases to 45% in 2021, the positive effect it has on customer satisfaction declines 31 points, which indicates insurers may have been too late in providing support to their customers.
    • Mixed messaging in communication: While proactive outreach still has a positive effect, carriers need to ensure the information being communicated is accurate across channels and documents. Among customers who received proactive outreach from their insurer are citing more problems and/or billing issues in 2021 (46%) than in 2020 (26%).
    • Scrambling to get answers: Customers experiencing problems and/or billing-related issues are using multiple channels—such as mobile app, online chat and text messaging—to get answers to their questions. These customers are nearly twice as likely to use four or more channels than those who don’t experience problems.

    Study Ranking

    Allstate ranks highest in overall customer satisfaction with a score of 848 (on a 1,000-point scale). State Farm (846) ranks second and Erie Insurance (845) ranks third.

    The 2021 U.S. Small Commercial Insurance Study is based on responses from 1,994 small commercial insurance customers. The study, now in its ninth year, examines overall customer satisfaction among small 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. The study was fielded from March through June 2021.

    For more information about the JD Power U.S. Small Commercial Insurance Study, visit https://www.jdpower.com/business/insurance/us-small-commercial-insurance-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. Automotive Website Evaluation Study

    Third-Party Automotive Websites Must Focus on Differentiation as Satisfaction Gap Narrows, JD Power Finds

    2021-08-26

    jillian.breska

    With 50% of vehicle shoppers willing to purchase online and only 8 points (on a 1,000-point scale) separating the top three performing third-party automotive websites, customer satisfaction is narrowing. According to the JD Power 2021 U.S. Automotive Website Evaluation Study,SM released today, the sites must work to differentiate themselves if they want to pull ahead of the pack.

    “Shoppers today expect to use a website tailored to their specific interests, which has a huge impact on satisfaction,” said Jon Sundberg, director of digital solutions at JD Power. “We found that one-fourth of automotive shoppers do not feel they are receiving that experience. Additionally, it is imperative that third-party automotive websites get shoppers to engage with interactive tools and content on the website to provide the necessary lifts in satisfaction.”

    The JD Power U.S. Automotive Website Evaluation Study is an annual study that measures the usefulness of automotive third-party websites during the process of shopping for a new or used vehicle by examining four key measures (in order of importance): information/content; navigation; visual appeal; and speed.

    This year’s study finds that overall website satisfaction averages 628.

    Study Ranking

    CarMax ranks highest in website satisfaction with a score of 650. Carfax (649) ranks second and Edmunds (642) ranks third.

    The U.S. Automotive Website Evaluation Study is based on responses from 4,039 vehicle shoppers who indicate they will be in the market for a new or used vehicle within the next 24 months. The study was fielded in April-May 2021.

    For more information about the U.S. Automotive Website Evaluation Study, visit https://www.jdpower.com/business/automotive/us-automotive-website-evaluation-study-awes.

    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

     

     

  • JD Power-LMC Automotive Automotive Forecast August 2021

    Inventory Constraints Keep August New Vehicle Sales Down; Profitability Up as Production Fails to Keep Up With Demand

    2021-08-26

    jillian.breska

    The Retail Sales Forecast

    New-vehicle retail sales for the month of August are expected to decline from August 2020 and decline from August 2019, according to a joint forecast from JD Power and LMC Automotive. Retail sales of new vehicles this month are expected to reach 987,100 units, a 14.3% decrease compared with August 2020, and a 21.6% decrease compared with August 2019 when adjusted for selling days. August 2021 has one fewer selling day than August 2020 and three fewer selling days than August 2019. Comparing the same sales volume without adjusting for the number of selling days translates to a decrease of 17.6% from 2020 and a decrease of 30.0% from 2019.

    The Total Sales Forecast

    Total new-vehicle sales for August 2021, including retail and non-retail transactions, are projected to reach 1,094,500 units, a 13.7% decrease from August 2020 and a 25.3% decrease from August 2019. Comparing the same sales volume without adjusting for the number of selling days translates to a decrease of 17.0% from 2020 and a decrease of 33.3% from 2019. The seasonally adjusted annualized rate (SAAR) for total new-vehicle sales is expected to be 13.1 million units, down 2.1 million units from 2020 and down 4.0 million units from 2019.

    The Takeaways

    Thomas King, president of the data and analytics division at JD Power:
    “The month of August is historically a peak selling month as manufacturers launch promotional events to clear inventories of outgoing model-year vehicles and begin sales of the new model year. This year, however, the industry has insufficient inventory at dealerships to meet strong consumer demand. The consequence is that the retail sales pace is depressed, but transaction prices are elevated.

    “Similar to last month, dealers currently have approximately 942,000 vehicles in inventory available for retail sale, compared with roughly 3.0 million in inventory two years ago. Although inventory is arriving at dealers daily, it is simply replacing the vehicles being sold, preventing dealers from increasing inventories to a level necessary to support a higher sales pace. This means the sales pace is being dictated by production levels rather than actual consumer demand.

    “The consequences of the inventory situation are more apparent in months when sales volumes are typically high, such as August. For context, if August 2021 retail sales were to be at August 2019 levels of 1.4 million units (instead of the 987,000 retail sales forecast), dealer inventory would fall by 423,000 units to less than 519,000 units by month end. In other words, it is simply not feasible to achieve the sales rate observed for August in pre-pandemic years.”

    When vehicles are delivered to dealers they sell quickly. This month, more than 49% of vehicles will be sold within 10 days of arriving at a dealership, up from 47% in July 2021 and up from only 26% in August 2019. 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 26 days, the first time on record below 30 days, down from 62 days a year ago, and down 4 days from last month. 

    For August 2021, average transaction prices are expected reach an all-time high of $41,378, and the first time above the $41,000 level. For context, average transaction prices are trending to be over 16% higher in August 2021 than they were in August 2020. This is partially due to the continued retraction in manufacturer incentives. The average manufacturer incentive per vehicle is on pace to be $1,823, a decrease of $2,132 from a year ago and the lowest amount on record for the month of August. Expressed as a percentage of the average vehicle MSRP, incentives for August 2021 are trending toward a record low of 4.3%, down nearly 5.3 percentage points from a year ago and the second consecutive month below 5%.

    “Even with retail volumes being suppressed by supply constraints, the record high transaction prices mean that consumers are on track to spend $40.8 billion on new vehicles this month—the fifth-highest on record for the month of August—ending eight consecutive months of record year-over-year consumer expenditures levels.”

    Total retailer profit per unit, inclusive of grosses and finance & insurance income, are on pace to reach an all-time high of $4,430, an increase of $2,321 from a year ago and the second consecutive month above $4,000. Grosses have been above $3,000 for four consecutive months. Despite the supply constrained retail sales pace, total aggregate retailer profits from new-vehicle sales are projected to be $4.4 billion, the fourth-highest on record and up a remarkable 133% from August 2019. August is on track to be the fourth consecutive month for aggregate retailer profits on new vehicle sales to exceed $4 billion.

    “These record-breaking pricing and profitability results continue to be assisted by exceptionally strong trade-in values as well as comparatively low interest rates. Average trade-in values trending towards $7,715, an increase of $3,184—or 70%—from a year ago are being driven by robust used-vehicle prices. The average interest rate for new-vehicle loans in August is expected to decrease approximately 14 basis points to 4.17% from 4.31% a year ago, but down 128 basis points from August 2019. While average transaction prices are trending to be nearly 16% higher this month than in August 2020, the average monthly finance payment is on pace to be up 10.0%, or $58 to $638 during the same period due to the combination of high trade equity as well as relatively low interest rates.

    “Looking forward to September, the dynamics observed in August are expected to continue with sales being constrained by available inventory. The key question is the extent to which manufacturers can produce enough vehicles to increase—rather than maintain—inventory levels. Ongoing supply chain issues and recent announcements of further production cuts by several manufacturers mean that the aggregate inventory situation is unlikely to meaningfully improve in September. In some instances, it will deteriorate. It also means that prices and per-unit profitability will remain strong. Shoppers accustomed to Labor Day promotional events with large discounts on outgoing model-year vehicles will likely be disappointed by the lack of discounts and choice of vehicles. But as August demonstrates, there are plenty of shoppers willing and able to buy at higher prices with less choice.”

    Sales & SAAR Comparison

     

    U.S. New Vehicle

    August 20211, 2

    July 2021

    August 2020

    Retail Sales

    987,067 units

    (-14.3% lower than August 2020;
    -21.6% lower than August 2019)2

    1,141,138 units

    1,198,536 units

    Total Sales

    1,094,453 units

    (-13.7% lower than August 2020;
    -25.3% lower than August 2019)2

    1,277,641 units

    1,319,114 units

    Retail SAAR

    11.1 million units

    12.6 million units

    13.0 million units

    Total SAAR

    13.1 million units

    14.6 million units

    15.3 million units

    1 Figures cited for August 2021 are forecasted based on the first 17 selling days of the month.
    2 August 2021 has 25 selling days, one fewer than August 2020 and three fewer than August 2019.

    The Details

    • The average new-vehicle retail transaction price in August is expected to reach a record $41,378. The previous high for any month, $40,879, was set in July 2021.
    • Average incentive spending per unit in August is expected to fall to $1,823, down from $3,955 in August 2020 and $4,060 in August 2019. Spending as a percentage of the average MSRP is expected to fall to 4.3%, down 5.3 percentage points from August 2020 and down 6.0 percentage points from August 2019.
    • Average incentive spending per unit on trucks/SUVs in August is expected to be $1,778, down $2,295 from a year ago and down $2,449 from 2019, while the average spending on cars is expected to be $1,979, down $1,600 from a year ago and down $1,627 from 2019.
    • Consumers are on pace to spend $40.8 billion on new vehicles, down $1.8 billion from August 2020 and down $6.0 billion from August 2019.
    • Trucks/SUVs are on pace to account for 77.4% of new-vehicle retail sales in August.
    • Fleet sales are expected to total 107,387 units in August, down 7.4% from August 2020 and down 48.0% from August 2019 on a selling day adjusted basis. Fleet volume is expected to account for 10% of total light-vehicle sales, up from 9% a year ago.

    Observations on the Used Vehicle Market

    Jonathan Banks, vice president of Valuations Services:
    “In August, used vehicles continue to help fill the gaps on dealer lots left by low levels of new inventory. In the wholesale marketplace, dealers are competing fiercely for a finite amount of available used units which is ultimately helping keep wholesale prices near record levels. So far in August, wholesale prices for units up to eight years in age have been flat to up slightly, while overall wholesale sales are trending nearly 29% lower than during August 2019. We still expect wholesale prices to gradually cool as the market moves into the fall, however, a certain degree of volatility should be expected as the industry continues to work through supply-related challenges.”

    Observations on Residual Values

    Eric Lyman, senior vice president of ALG:
    “The recent cooling in the used market is more than just end of summer seasonality, it signals the start of an extended gradual decline in vehicle values that will play out over the next 18 months and bring residual values closer to pre-pandemic levels. Fortunately, pent up demand, fewer late model year vehicles in the used supply chain and sustained, but tempered, economic recovery will result in residual values that will continue to be above historical norms. ALG’s current full-year residual outlook for 2021 model-year vehicles returning in 2024 calendar year is 50.6% of MSRP. This is about one percentage point above the pre-pandemic average of 49.7% of actual 3-year-old retention from 2015-2019.”

    Global Sales Outlook

    Jeff Schuster, president, Americas operations and global vehicle forecasts, LMC Automotive:
    “Global light vehicle demand remains under pressure from the severe inventory constraints caused by the semiconductor shortage as well as disruption from the COVID-19 Delta variant. Global volume in July was off 5% from July 2020 and down 9% from July 2019. The selling rate came in at 83.2 million units, down 5 million from July 2020 but only 0.3 million units down from our expectations. Western Europe saw the largest decline of major markets, falling 24% from July 2020. In addition, weakness continued in China and South Korea as both markets were down about 10%. India was the standout in July, with a year-over-year increase of 48%. Looking at August, we expect volume to slip another 7% from August 2020, and the selling rate is expected to come in at 82 million units, down 7 million units from a year ago.

    “The one-two punch of inventory shortages and the pandemic are holding back the pace of the global recovery and may lead to permanently lost recovery volume as the effect is expected to last into 2022. The lack of sufficient production volume is the major reason we forecast a 2-million-unit reduction to 83.8 million units in global light-vehicle sales for 2021. Volume is expected to increase just 8% from 2020. The year 2022 has been pulled down slightly, as well, but is still expected to recover to 91.7 million units—which is back to the pre-pandemic level—but further downside risk remains high.”

    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. Initial Quality Study (IQS)

    Smartphone Connectivity Now Most Common Problem Cited by New-Vehicle Owners, JD Power Finds

    2021-08-30

    jillian.breska

    New-vehicle quality improves 2% from 2020, according to the JD Power 2021 U.S. Initial Quality Study (IQS),SM released today. This is slightly lower than the average rate of improvement (3%) seen during the past decade. Infotainment systems are the primary area preventing faster improvement, remaining the most problematic area for new-vehicle owners.

    “Owners are caught in the middle when vehicle and phone technologies don’t properly connect,” said Dave Sargent, vice president of automotive quality at JD Power. “This year there are many examples of smartphone technology not working as intended in new vehicles. With more vehicles being fitted with the wireless technology owners want, the study reveals an increase in connectivity problems between smartphones and vehicles, leaving many owners unhappy.”

    Initial quality 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. The industry average of 162 PP100 is 4 PP100 better than in 2020, with 20 of 32 brands improving their quality from 2020.

    Following are key findings of the 2021 study:

    • Infotainment remains most problematic category: One in four (25%) of all problems cited by new-vehicle owners are in the infotainment category, and six of the top 10 problems across the industry are infotainment-related.
    • Smartphone connection is top problem: For the first time since 2011, voice recognition is not the top problem cited by new-vehicle owners. The top complaint this year is Android Auto/Apple CarPlay connectivity, which worsens significantly. This is a particular problem when these systems are operated wirelessly, which is increasingly common. “Owners want wireless connectivity, and the industry has responded,” Sargent said. “However, this has created a bigger technical challenge for both automakers and tech companies. Automakers generally are the ones facing the wrath of owners, but this is definitely a shared problem. Owners don’t care who’s at fault—they just want their phone and their vehicle to talk to each other.”
    • Mass market brands continue to outperform premium brands: For the past six years, owners of mass market vehicles have cited fewer problems, on average, than owners of premium vehicles. Premium brands generally equip their vehicles with more and more complex technology, which can cause problems for some owners. Lexus (144 PP100) and Genesis (148 PP100) are the only premium brands that perform better than the industry average.
    • Nissan Maxima achieves highest score of any model: The Nissan Maxima, with just 85 PP100, has the best score of any model in this year’s study.
    • Tesla’s unofficial score improves from 2020: Tesla receives an initial quality score of 231 PP100, an improvement of 19 PP100 from 2020. 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 required. However, Tesla’s score was calculated based on a sample of surveys from owners in the other 35 states.

    Highest-Ranking Brands and Models

    Ram is the highest-ranking brand in overall initial quality for the first time, with a score of 128 PP100. Dodge (139 PP100) ranks second, followed by Lexus (144 PP100)—the highest-ranking premium brand—and Mitsubishi (144 PP100) in a tie, and Nissan (146 PP100).

    The parent corporation receiving the most model-level awards is Hyundai Motor Group (seven awards), followed by Toyota Motor Corporation (five); BMW AG (four); Nissan Motor Co. Ltd. (three); and General Motors Company and Stellantis NV (with two each). Among brands, Kia receives the most segment awards (five), followed by BMW (four).

    • Hyundai Motor Group models that rank highest in their respective segments are Genesis G80; Hyundai Accent; Kia Forte; Kia Sedona; Kia Soul; Kia Sportage; and Kia Telluride.
    • Toyota Motor Corp. models that rank highest in their segments are Lexus RC; Lexus RX; Lexus UX; Toyota Sequoia; and Toyota Tundra.
    • BMW AG models that rank highest in their segments are BMW 2 Series; BMW X4; BMW X6; and BMW X7.
    • Nissan Motor Co. Ltd. models that rank highest in their segments are Nissan Altima; Nissan Maxima; and Nissan Murano.
    • General Motors Company models that rank highest in their segments are Cadillac CT5 and Chevrolet Corvette.
    • Stellantis NV models that rank highest in their segments are Jeep Gladiator and Ram 2500/3500.

    Plant Quality Awards

    Toyota Motor Corporation’s Motomachi 2 (Japan) plant, which produces the Lexus LC, receives the Platinum Plant Quality Award for producing vehicles with the fewest defects or malfunctions. Plant quality awards are based solely on defects and malfunctions and exclude design-related problems.

    Nissan Motor Co. Ltd.’s Smyrna 1 (Tennessee) plant, which produces the Nissan Murano, and BMW AG’s Dingolfing 2 (Germany) plant, which produces the BMW 7 Series and BMW 8 Series, receive the Gold Plant Quality Award for the Americas and Europe/Africa regions, respectively.

    The 2021 U.S. Initial Quality Study, now in its 35th year, is based on responses from 110,827 purchasers and lessees of new 2021 model-year vehicles who were surveyed early in the ownership period. The study is based on a 223-question battery organized into nine vehicle categories (infotainment; features, controls and displays; exterior; driving assistance; interior; powertrain; seats; driving experience; and climate) designed to provide manufacturers with information to facilitate the identification of problems and drive product improvement. The study was fielded from February through July 2021.

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

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

    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]
    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 North America Third-Party Hotel Management Guest Satisfaction Benchmark

    Guest Satisfaction Declines among Hotels Operated by Largest Third-Party Management Companies, JD Power Finds

    2021-09-08

    jillian.breska

    Throughout the pandemic, hotel operators reduced staff and services as they adjusted to reduced demand. Guests often reacted negatively to these changes as evidenced by lower stay satisfaction in branded hotels operated by the top third-party management companies, according to the JD Power 2021 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today. Driving the decline in guest satisfaction are food and beverage and staff service.

    “As hotel demand increases, guests are expressing not just a desire, but an expectation of a return to brand standards,” said Andrea Stokes, hospitality practice lead at JD Power. “In the presence of lingering state and local restrictions and labor shortages, that can be a challenge for management companies. As we emerge from the worst of the pandemic, third-party operators have an opportunity to incorporate guest feedback into policies and training to ensure that staff can manage through these challenges without sacrificing guest service.”

    The benchmark, which evaluates guest satisfaction with branded hotels that are operated by the largest third-party management companies, finds that guest satisfaction remains stable for amenities such as Wi-Fi, pools and fitness centers. Perceptions of value for money also are unchanged compared with the pre-pandemic benchmark released in 2020.

    The 2021 benchmark consists of six factors (in alphabetical order): arrival/departure; cost and fees; food and beverage; guest room; hotel facilities; and services and amenities. The benchmark includes third-party operators with more than 14,000 rooms under management and is based on 3,085 guest responses for branded hotel stays from May 2020 through June 2021.

    Benchmark Ranking

    Atrium Hospitality ranks highest in overall customer satisfaction, with a score of 863 (on a 1,000-point scale). Atrium performs particularly well in the factors for food and beverage; services and amenities; hotel facilities; and cost and fees. White Lodging (858) ranks second and Crestline Hotels & Resorts (855) ranks third.

    For more information about the North America Third-Party Hotel Management Guest Satisfaction Benchmark, visit https://www.jdpower.com/business/travel-and-hospitality/third-party-hotel-management-guest-satisfaction-benchmark.

    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. Automotive Performance, Execution and Layout (APEAL) Study

    New Vehicles More Appealing Than Ever, JD Power Finds

    2021-09-14

    jillian.breska

    On the strength of some very successful new-vehicle launches for 2021, the auto industry continues its trend of producing ever-more appealing vehicles. The BMW 4 Series, Chevrolet Tahoe, Ford Bronco Sport, Ford Mustang Mach-E, Genesis G80, Kia K5 and Toyota Sienna are all-new or completely redesigned models that achieved segment-topping performances in appeal to owners. These models and others have helped boost the industry’s overall vehicle emotional appeal this year, according to the JD Power 2021 U.S. Automotive Performance, Execution and Layout (APEAL) Study,SM released today.

    “One of the biggest factors driving the industry’s improvement this year is the introduction of several highly appealing new models,” said David Amodeo, director of global automotive at JD Power. “The APEAL Study measures owners’ emotional attachment to their new vehicle, and the product launches that took place this model year have done a really good job. Some are all-new and some are redesigns, but the new launches demonstrate that automakers are getting even better at hitting buyers’ emotional triggers.”

    Now in its 26th year, the study complements the JD Power Initial Quality Study (IQS)SM and the JD Power Tech Experience Index (TXI) StudySM by measuring owners’ emotional attachment and level of excitement with their new vehicle. The APEAL Study asks owners to consider 37 attributes, ranging from the sense of comfort they feel when climbing into the driver’s seat to the exhilaration they get when they step on the accelerator. Vehicle owners’ responses to queries about these attributes are aggregated to compute an overall APEAL index score measured on a 1,000-point scale.

    Following are key findings of the 2021 study:

    • Mass market brands increase in emotional appeal: Though premium brands continue to outscore mass market brands, the gap continues to narrow. The average APEAL score for premium brands is 864, compared with 845 for mass market brands. The 19-point gap in score this year is down from a 23-point gap a year ago.
    • Dodge brand continues to impress: Stellantis’s Dodge brand repeats its top-ranking performance in APEAL among mass market brands this year with a score of 882. At the same time, Dodge’s index score equals the score for Porsche, a perennial premium-brand APEAL leader. Proving that a brand can succeed in both APEAL and IQS, Dodge not only leads mass market brands in APEAL this year, but also was a close second to sibling brand Ram in IQS earlier this year.
    • High quality and high appeal: Seven models provide both the highest level of emotional appeal and initial product quality, according to analysis of the 2021 APEAL and IQS studies. The models that receive both APEAL segment awards and awards in the 2021 IQS are: BMW X4, BMW X6, BMW X7, Cadillac CT5, Chevrolet Corvette, Genesis G80, Kia Telluride and Nissan Maxima. The Maxima also is the highest-scoring model in both studies, a remarkable achievement and the first time ever for a mass market model.
    • Tesla’s unofficial score is highest in the study: Tesla receives an APEAL index score of 893, which is three points lower than last year. 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 required. However, Tesla’s score was calculated based on a sample of surveys from owners in the other 35 states.

    Highest-Ranking Brands

    Porsche ranks highest among premium brands and ties Dodge overall with a score of 882. Genesis (879) and Land Rover (879) rank second in a tie among premium brands.

    Dodge ranks highest among mass market brands and ties Porsche overall with a score of 882. Ram (881) ranks second and Nissan (866) ranks third among mass market brands.

    Toyota is the biggest gainer in the mass market rankings, placing five rank positions higher than in 2020. Genesis gains the most in the premium brand rankings, up four places year over year. Nissan is the biggest gainer in terms of index points, improving 22 from a year ago.

    Model-Level APEAL Awards

    The parent company receiving the most model-level awards (given to models ranking highest in their respective segment) is General Motors Co. (five awards), followed by BMW AG with four awards. Hyundai Motor Group and Nissan Motor Co., Ltd. each receive three awards.

    The complete list of award recipients is:

    • General Motors Company: Cadillac CT5, Chevrolet Blazer, Chevrolet Corvette, Chevrolet Tahoe, and GMC Sierra HD
    • BMW AG: BMW 4 Series, BMW X4, BMW X6, and BMW X7
    • Hyundai Motor Group: Genesis G80, Kia K5, and Kia Telluride
    • Nissan Motor Co., Ltd.: Nissan Maxima, Nissan Sentra, and Nissan Versa
    • Ford Motor Company: Ford Bronco Sport and Ford Mustang Mach-E
    • Daimler AG: Mercedes-Benz CLA
    • Honda Motor Company: Honda Ridgeline
    • Jaguar Land Rover Limited: Land Rover Defender
    • Stellantis NV: Ram 1500
    • Toyota Motor Corporation: Toyota Sienna
    • Volvo Motor Corporation: Volvo XC40

    The Nissan Maxima receives a model-level award for a fourth consecutive year. The BMW X4 and Chevrolet Blazer receive model-level awards for a third consecutive year. The BMW X6, GMC Sierra HD, Honda Ridgeline, Kia Telluride, Nissan Sentra, Nissan Versa and Ram 1500 each receive model-level awards for a second consecutive year.

    The 2021 U.S. APEAL 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.

    For more information about the U.S. APEAL Study, visit https://www.jdpower.com/business/automotive/us-automotive-performance-execution-and-layout-apeal-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