Category: United States

Pharmacists and Staff Play Increasingly Important Roles in Pharmacy Customer Satisfaction

2014-09-24

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WESTLAKE VILLAGE, Calif.: 25 September 2014 — Pharmacist and staff interactions with customers are increasingly important drivers of satisfaction and share of wallet for both brick and mortar as well as mail order pharmacies, while the speed of delivering and ease of ordering medication also drives satisfaction with mail order pharmacies, according to the JD Power 2014 U.S. Pharmacy Study^SM released today.

Overall satisfaction with chain drug store (840 on a 1,000-point scale), supermarket (843) and mail order (822) pharmacies increases in 2014—up year over year by 12, 8 and 25 points, respectively—while satisfaction with mass merchandiser pharmacies (830) remains relatively even with 2013. The gap in satisfaction between brick and mortar and mail order remains stable year over year at 25 points. The importance of customers interacting with a pharmacist increases across the four pharmacy segments in 2014. Satisfaction improves notably when pharmacists explain the potential side effects of medication to customers as well as costs they may incur. In brick and mortar stores, speaking to a pharmacist increases store spending.

“For brick and mortar pharmacies, ensuring pharmacists are directly interacting with customers is one of the keys to delivering a satisfactory experience. For mail order pharmacies, it’s critical that customers have easy access to a pharmacist through such channels as a phone number that is easy to access and online chat,” said Rick Johnson, director of the healthcare practice at JD Power. “However, only 1 in 25 customers initiate a conversation with a pharmacist in a brick and mortar store, so it’s essential for staff to ask customers if they would like to speak with a pharmacist. In the mail order segment, just 1 in 10 customers interact with a pharmacist, and satisfaction is high among those who use the chat feature.”

Topics of conversations with a pharmacist and store staff that impact overall satisfaction the most are ensuring a continuous supply of medication; taking the time to clearly explain medications or costs; and providing customers with access to health and wellness care.

KEY FINDINGS

• Pharmacist satisfaction is highest in the chain drug store segment (883), followed by the supermarket (877) and mass merchandiser (864) segments. Non-pharmacist staff satisfaction is highest among supermarket pharmacies (847), followed by chain drug store (841) and mass merchandiser (820) pharmacies.
• Satisfaction is higher when a pharmacy and customer collaborate on a plan to help ensure that the customer does not miss a dose of their medication, particularly those with a 30-day supply. Across pharmacy segments, the percentage of customers who report running out of medication before they can refill it is 13 percent for chain drug stores; 14 percent for supermarket pharmacies; 15 percent for mass merchandisers; and 10 percent for mail order pharmacies.
• Providing a thorough explanation of risks and side effects of medication across multiple communication channels, both in writing and verbally, reinforces the pharmacy-customer relationship in quality care and wellness. Brick and mortar stores meet this Key Performance Indicator (KPI) 33 percent of the time.
• Customer interaction with a pharmacist impacts additional store purchases. Among customers who speak directly with a pharmacist in a chain drug store, 29 percent purchase an over-the-counter (OTC) medication and 59 percent purchase an additional non pharmaceutical product to go with their prescription. More than one-fifth (21%) of customers indicate the pharmacist answered a cost related question.
• Having an in-store clinic or wellness center increases satisfaction with brick and mortar pharmacies by 42 points; increases the likelihood that customers will say they “strongly agree” that they feel loyal to their pharmacy by 6 percentage points; and leads to a larger basket of goods purchased in the store by 8 percentage points.

Study Rankings

Among brick and mortar pharmacies, Good Neighbor Pharmacy (884) ranks highest in the chain drug store segment; Sam’s Club (865) ranks highest in the mass merchandiser segment; and Publix (886) ranks highest in the supermarket segment. In the mail order segment, Kaiser Permanente Mail Pharmacy (865) ranks highest.

The 2014 U.S. Pharmacy Study is based on responses from 13,951 pharmacy customers who filled a new prescription or refilled a prescription during the three months prior to the survey period.

Customer satisfaction with brick and mortar pharmacies is measured across five factors: prescription ordering; store; cost competitiveness; non-pharmacist staff; and pharmacist. Satisfaction with mail order pharmacies is measured across four factors: cost competitiveness; prescription delivery; prescription ordering process; and customer service experience. The study, now in its seventh year, was fielded between June and July 2014.

Media Relations Contacts

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818-317-3070; [email protected]

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

 

CENTURY 21 Ranks Highest In Customer Satisfaction across All Four Home Buyer/Seller Segments

2014-08-04

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WESTLAKE VILLAGE, Calif.: 6 August 2014 — A client’s relationship with his or her real estate agent will largely determine how satisfied that customer is in the home buying and/or selling experience. Among first-time buyers there is a strong need and opportunity to keep the customer comfortable and informed and offer a seamless process, according to the JD Power 2014 Home Buyer/Seller Satisfaction Study^SM released today.

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

CENTURY 21 ranks highest in customer satisfaction among real estate brokerages across all four home buyer/seller segments including: first-time buyers, repeat buyers, first-time sellers, and repeat sellers.

“Satisfying first-time buyers is critical for real estate firms to differentiate themselves. It’s up to the agent   to build confidence in buyers by educating them and demonstrating a commitment to working in the best interest of the customer,” said Christina Cooley, director in the diversified services industries practice at JD Power. “First-time buyers need clear communication and want to be walked through the purchase process every step of the way.  Agents can serve as the lead on necessary steps, services and offerings—such as appraisals, inspections and home warranty. The more seamless the experience, the less overwhelmed customers are likely to be. When agents take the lead, customers are also more likely to appreciate their real estate firm and agent for their expertise and customer focus. ”

KEY FINDINGS

• Although the agent relationship with the customer is the most important factor in determining customer satisfaction with buyers, for sellers, marketing of the home is most important factor, as it is a tangible way for the customer to assess how the agent is supporting the sale.
• Overall satisfaction with real estate companies is higher among repeat customers compared with first-time buyers or sellers. The average score among repeat home buyers is 840 on a 1,000-point scale and 821 among repeat home sellers. The industry average for the first-time buyer segment is 835 and 820 among first-time sellers.
• Buyers and sellers choose a real estate firm based on its reputation (30% buyers vs. 35% sellers), past experience with the agent/salesperson (21% vs. 25%), and/or recommendation (24% vs. 21%).
• The average listing price in 2014 is $200,000, the same amount as in 2013.
• The average number of open houses is three, and the average number of showings to sell a home is nearly eight times.

First-Time Home-Buyer Satisfaction Ranking

CENTURY 21 (848) ranks highest in overall satisfaction in this segment and performs particularly well in the agent/salesperson, real estate office, and variety of additional services factors. Prudential (846) ranks second and performs well in the closing process.

Repeat Home-Buyer Satisfaction Ranking

CENTURY 21 (852) ranks highest in overall satisfaction in this segment and performs particularly well in the real estate office and closing process. Prudential (847) ranks second performing well in the package of additional services factor.

First-Time Home-Seller Satisfaction Ranking

CENTURY 21 (833) ranks highest in overall satisfaction in this segment, and performs particularly well in real estate office, closing process, marketing, and variety of additional services. RE/MAX (831) ranks second and performs particularly well in agent/salesperson and real estate office.

Repeat Home-Seller Satisfaction Ranking

CENTURY 21 (836) ranks highest in overall satisfaction in this segment, and performs particularly well in agent/salesperson, closing process, marketing, and variety of additional services. Keller Williams (829) ranks second and performs particularly well in real estate office.

The 2014 Home Buyer/Seller Satisfaction Study includes 5,810 evaluations from 4,868 customers who bought and/or sold a home between March 2013 and April 2014. The study was fielded between March 2014 and May 2014.

Media Relations Contacts

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818-317-3070; [email protected]

John Tews; Troy, Mich. 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

 

Commercial Insurance-Focused Providers Missing Personal Touch That Personal Lines Providers Are Able to Provide to Small-Business Customers

2014-08-08

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WESTLAKE VILLAGE, Calif.: 11 August 2014 — Insurers that predominantly write personal lines of insurance do a better job in satisfying their small-business customers than insurers focused more on commercial lines, according to the JD Power 2014 U.S. Small Business Commercial Insurance Study^SM released today.

The study, now in its second year, examines overall customer satisfaction, insurance shopping and purchasing behavior among small-business commercial insurance customers with 50 or fewer employees. Overall satisfaction is comprised of five factors (in order of importance): interaction; policy offerings; price; billing and payment; and claims.

Overall satisfaction among small business customers is 783 on a 1,000-point scale in 2014, up 6 points from 2013. Companies that write the majority of their business in personal lines of insurance, such as Allstate and State Farm, have an average overall satisfaction score of 804. In contrast, satisfaction with insurers that focus more broadly on writing commercial insurance, such as CNA Insurance and Zurich, averages 766. All six insurance providers that rank above industry average in 2014 are primarily personal line providers, and personal lines providers score higher than commercial-focused providers across all five factors.

“While both groups show year-over-year improvement, insurers that predominantly write personal lines insurance benefit from the personal relationships they are better able to build with their small-business customers,” said Jeremy Bowler, senior director of the insurance practice at JD Power. “The relationship is typically established early because small-business owners often purchase commercial insurance from the same agent that provides their home and auto insurance. Additionally, the agent is often local, so they have more personal contact with their customers and better understand their business.”

The study finds that 41 percent of customers of predominantly personal lines insurers first had their personal insurance with the insurer and added their commercial lines later. This occurs much less frequently among customers of more commercial insurers (12%).

All insurers benefit from providing a highly satisfying customer experience with increased customer loyalty and advocacy. Among “delighted” customers (overall satisfaction scores of 900 or higher) of personal lines-focused insurers, 79 percent say they “definitely will” renew their policy with their current provider, and 81 percent say they “definitely will” recommend their provider to family and friends. Among “delighted” customers of primarily commercial providers, 70 percent indicate they intend to renew and 72 percent provide recommendations.

KEY FINDINGS

• Among the 5 percent of customers whose premiums have decreased in 2014, price satisfaction has improved by 31 points from 2013. Among the 64 percent of customers whose insurance premiums have remained the same in 2014, price satisfaction increases by 18 points. Satisfaction with price declines slightly among the 31 percent of customers who experience a premium increase. Among the 25 percent of customers who experience an insurer-initiated rate hike, price satisfaction declines by 6 points, while satisfaction drops by 3 points among the 6 percent of customers who experience a premium increase for a policy change due to something they initiated, such as adding a new store.
• ŸNearly two-thirds (63%) of customers of personal lines-focused insurers indicate they met with their agent in person, compared with 53 percent of those insured with a more commercial insurer. Additionally, 32 percent of customers of more commercial providers and 24 percent of customers of predominantly personal lines insurers have not had any interaction through any channel with their insurer during the last 12 months.
• ŸSatisfying customers has an economic impact on insurers. For example, “delighted” customers of predominantly commercial insurers purchase 1.5 additional products and pay more than $2,000 in annual premiums, compared with “dissatisfied” customers (overall satisfaction scores of 549 or lower).

Small Business Commercial Insurance Customer Satisfaction Rankings

Erie Insurance ranks highest among small-business commercial insurers for a second consecutive year, with a score of 813. Erie Insurance performs particularly well in the policy offerings and billing and payment factors. Nationwide and State Farm rank second in a tie (809 each). Nationwide performs particularly well in interaction and price, while State Farm performs well in policy offerings and billing and payment.

The 2014 U.S. Small Business Commercial Insurance Study is based on 3,525 responses from insurance decision-makers in businesses with 50 or fewer employees that purchase general liability and/or property insurance. The study was fielded from April 2014 through June 2014.

Media Relations Contacts

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818-598-1115; [email protected]

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

 

Customer Satisfaction and Future Loyalty Greatly Improve When Device Features Are Demonstrated during the Retail Transaction

2014-08-12

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WESTLAKE VILLAGE, Calif: 14 August 2014 — When retail sales representatives demonstrate cell phone or tablet service and features to wireless customers prior to purchase, satisfaction improves considerably and the propensity to visit the same retailer again doubles, according to the JD Power 2014 Wireless Purchase Experience Full-Service Study^SM—Volume 2 and the JD Power 2014 Wireless Purchase Experience Non-Contract Study^SM—Volume 2, both released today. 

Now in their 11th year, the semiannual studies evaluate the wireless purchase experience of customers using any one of three contact channels: phone calls with sales representatives; visits to a retail wireless store; and online. Overall customer satisfaction with both full-service and non-contract carriers is measured across six factors (in order of importance): store sales representative; website; store facility; offerings and promotions; cost of service; and phone sales representative.

“There is strong incentive for wireless service carriers to encourage their sales representatives to offer service and feature demonstrations to prospective cell phone and tablet customers. Not only does this increase the likelihood that customers will select the right device for their needs, it proactively answers questions that may otherwise arise after the sales transaction,” said Kirk Parsons, senior director of telecommunications at JD Power. “Identifying the types of features and services a customer is seeking at the point of purchase can reduce future callbacks to customer care, while improving the overall customer experience and long-term loyalty.”

Overall satisfaction among wireless full-service customers who made a recent sales transaction is 792 (on a 1,000-point scale) and is 783 among non-contract wireless customers. AT&T ranks highest among full-service carriers, with an overall score of 801, followed closely by T-Mobile with a score of 796. Boost Mobile (800) ranks highest among non-contract carriers, followed by MetroPCS (793) and Virgin Mobile (791).

KEY FINDINGS

• Overall satisfaction is significantly higher among customers whose sales representative offers a device demonstration (832) than among those who are not offered a demonstration during a store visit (711).
• More than half (55%) of wireless customers indicate that they made a purchase from their carrier during the past 6 months. Of those making a purchase, 66 percent make their purchase in a store, while 24 percent purchase online and 10 percent call their carrier. 
• Among customers who make their purchase in a store, 61 percent indicate that their sales representative demonstrated or explained the features on the devices they considered.
• Nearly one-half (46%) of customers who receive a device demonstration during their in-store sales visit say they “definitely will” shop at the same retailer again, compared with just 23 percent of those who do not receive a demonstration.
• Providing a demonstration is an opportunity for carriers to build loyalty among customers, as 37 percent of customers who receive a demonstration say they “definitely will not” switch their carrier, compared with 26 percent of those who do not receive a demonstration.
• Satisfaction with sales representatives who explain or demonstrate a device’s operation during the point of sale is 843, compared with just 693 when representatives fail to offer a demonstration. 
• On average, sales representatives spend approximately eight minutes demonstrating how to operate a new device. Total in-store transaction time among customers who receive a demonstration from their sales representative is less than among those who are not given a demonstration (54.6 minutes vs. 56.1 minutes, respectively).

The 2014 Wireless Purchase Experience Full-Service Study—Volume 2 is based on responses from 10,079 wireless customers. The 2014 Wireless Purchase Experience Non-Contract Study—Volume 2 is based on responses from 5,322 wireless customers. Both semiannual studies are based on the experiences of customers who had a sales transaction with their current wireless carrier across retail, phone or Web channels within the past six months. The study was fielded from January 2014 through June 2014.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

 

Satisfaction with Retail Electricity Providers Improves Dramatically from Last Year

2014-08-12

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WESTLAKE VILLAGE, Calif.: 13 August 2014 — Despite an extremely severe winter and correspondingly high electricity bills, satisfaction with retail electric providers has improved dramatically from 2013, driven in part by improved communications, according to the JD Power 2014 Retail Electric Provider Residential Customer Satisfaction Study^SM released today.

The study, now in its second year of measuring retail electric providers in competitive markets in addition to Texas, examines satisfaction among residential customers of 82 ranked retail electric providers in nine states across five key factors: price; communications; corporate citizenship; enrollment/renewal; and customer service. An additional factor, billing and payment, is measured in Texas.[1]

Overall satisfaction with retail electric providers (REP) in Texas is 706 (on a 1,000-point scale), an increase of 24 points from 682 in 2013. Satisfaction in the other eight states is 626, an improvement of 20 points from 606 in 2013. While Texas ranks highest overall, Pennsylvania (650) ranks highest among the other eight states.

Recall of communications increases dramatically in 2014. In Texas, 43 percent of customers recall an REP communication this year, compared with just 30 percent in 2013. Recall of communications also improves in the other eight states, to 29 percent in 2014 from 26 percent in 2013.

“One opportunity for retail electric providers to grow their customer base is by convincing consumers to switch from their local electric utility,” said Jeff Conklin, senior director of the energy practice at JD Power. “Nearly two-thirds of customers avoid switching because they don’t perceive the savings as being big enough to take the time to switch, or they are not sure how to go about switching. Retail electric providers need to help customers overcome these obstacles with better communication about the process and benefits of switching.”

KEY FINDINGS

• Perception of price has a strong impact on customer satisfaction. Price satisfaction is higher among customers on a fixed price contract (704) than among those on a variable pricing plan (636).   
• Customers with a variable price plan in eight states paid higher bills this year because of big market price swings due to the severe weather. Price satisfaction among customers with variable plans declines by 27  points based on  surveys completed during September and December 2013 —when the price index was 630— compared with among customers surveyed in March and June 2014 (603).  Satisfaction among customers with fixed price plans declines by only 10 points from 2013
  (692 vs. 682, respectively).

• Reasons customers avoid switching to a retail electric provider are the bill savings are not big enough to switch (37%); they are satisfied with the level of service they presently get from their local utility (27%); they didn’t know how to switch (24%); and they are concerned about getting worse service if they were to switch (22%). 

• Overall, 21 percent of customers plan to switch from their local electric distribution company in the next 3 months. More than one-fourth (27%) say they “definitely will” or “probably will” consider switching if they knew they would save up to $20 a month.

• Among all factors driving satisfaction, enrollment/renewal improves the least (+18 points) from 2013.
• In Illinois and Ohio, satisfaction among customers who have switched from their local electric utility via aggregation (communities negotiate a retail contract on their behalf) is substantially lower than among those who have chosen a REP on their own (619 vs. 647, respectively).

Retail electric provider study rankings by state are:

Connecticut: Ambit Energy ranks highest in Connecticut with a score of 705, and performs particularly well in the price, communications, corporate citizenship and enrollment/renewal factors. ConEdison Solutions (659) and Direct Energy (650) follow Ambit Energy in the rankings, performing above the Connecticut average (632).

Illinois: IGS Energy ranks highest in Illinois with a score of 668, performing particularly well in the price, enrollment/renewal and customer service factors. Following IGS Energy in the rankings are AEP Energy (667) and Ambit Energy (663) performing above the Illinois average (625).

Maryland: Washington Gas Energy Services ranks highest in Maryland with a score of 660, and performs particularly well in the price, communications and customer service factors. FirstEnergy Solutions (632) follows Washington Gas Energy Services in the rankings, performing below the Maryland average (648).

Massachusetts: Energy Plus ranks highest in Massachusetts with a score of 639, and performs particularly well in the price, communications and corporate citizenship factors. Dominion Energy Solutions (612) and Direct Energy (606) follow in the rankings, performing below the Massachusetts average (619).

New Jersey: Ambit Energy ranks highest in New Jersey with a score of 718, and performs particularly well in the price, communications, corporate citizenship and customer service factors. New Jersey Gas & Electric (662) and Constellation (649) follow in the rankings, performing above the New Jersey average (647).

New York: Agway Energy ranks highest in New York with a score of 659, and performs particularly well in the communications, corporate citizenship and customer service factors. Direct Energy and Gateway Energy Services (642 each) follow Agway Energy in the rankings, performing above the New York average (599).

Ohio: Direct Energy ranks highest in Ohio with a score of 659, and performs particularly well in the communications factor. IGS Energy (658) and Duke Energy-Retail (617) follow in the rankings, performing above the Ohio average (611).

Pennsylvania: Ambit Energy ranks highest in Pennsylvania with a score of 718, and performs particularly well in the communications factor. ConEdison Solutions (698) and Green Mountain Energy (697) follows Ambit Energy in the rankings, performing above the Pennsylvania average (650).

Texas: Green Mountain Energy ranks highest in Texas with a score of 762, and performs particularly well in the corporate citizenship factor. Champion Energy Services (759) and Cirro Energy (736) follow Green Mountain Energy in the rankings, performing above the Texas average (706).

The 2014 Retail Electric Provider Residential Customer Satisfaction Study is based on responses from 25,757 retail electric residential customers and 9,016 avoiders—those who avoided switching providers— of 82 ranked retail electric providers in nine states regarding their experiences with their retail electric provider. The study was fielded in September 2013 through and June 2014.

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

About McGraw Hill Financial www.mhfi.com 

 

Vehicle Owners Want Third-Row Seats, but Without Sacrificing Quality and Cargo Space

2014-08-13

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WESTLAKE VILLAGE, Calif.: 14 August 2014 — Automakers are responding to consumer demand for third-row seating, but in doing so are compromising quality and cargo space, according to the JD Power 2014 Seat Quality and Satisfaction Study^SM released today.

While overall the percentage of new vehicles that offer third-row seats remains stable, some segments have experienced year-over-year increases, such as mass market truck/van (23% vs. 19%, respectively) and mass market compact SUV/MPV (1.7% vs. 0.3 %, respectively), which is relatively new in the third-row seat market.

Although the addition of a third-row seat provides more options for passenger seating, it also creates opportunities for something to go wrong. The mass market compact SUV/MPV segment—the smallest segment in the third-row market—averages 13.0 seat-related problems per 100 vehicles (PP100), compared with the industry average of 11.5 PP100 for vehicles with third-row seating. In contrast, the larger vehicles in the mass market truck/van segment have the fewest seat-related problems (8.6 PP100) among those offering third-row seating. In comparison, the industry average for seat-related problems among vehicles that do not have third-row seating is 8.7 PP100.

The study finds that owners who use their third-row seats for passengers more than once a month experience 0.6 more problems with their seats than those who do not use their third row seats for passengers. The difference in scores is driven primarily by one problem area—seat materials scuffs/soil easily—with owners who use their third-row seat more than once a month experiencing 0.8 PP100 more in this area. 

Despite this increase in problems, vehicle owners whose third-row seats are occupied by passengers more than once a month are also significantly more likely to indicate that the comfort and head/leg/foot room of their second and third rows are more appealing than owners who do not use their third-row seats. The downside is that satisfaction with the amount of trunk/cargo area space among these owners is lower than among those who do not use their third-row seats for passengers, as the latter group of owners can more often keep the third row folded down, maximizing the cargo space.

“There is demand on third-row seats and automakers are trying to meet that demand,” said Mike VanNieuwkuyk, executive director of global automotive at JD Power. “The challenge is to provide a functional third-row seat that meets customer needs and expectations without compromising quality, comfort and space. It’s easier to do that in a larger vehicle, but automakers and seat suppliers need to find a way to also meet consumer expectations in the growth area, which is smaller SUVs and MPVs.”

Owners who use their third-row seating for passengers are more satisfied with the comfort and roominess of the third row than owners who don’t. VanNieuwkuyk noted that the greater issues are the process of getting into and out of third-row seats; the additional wear, soiling and scuffing that usage creates; and the need to provide options to better manage cargo to offset the smaller cargo space when the third-row seating is in use.

KEY FINDINGS

• ŸThe overall industry average for seat-related problems is 9.1 PP100 in 2014, an improvement of 0.4 PP100 from 2013.
• ŸAmong owners of vehicles with third-row seating, 54 percent indicate the third row is used by passengers at least once a month, with 41 percent of these owners using the third row at least once a week.
• ŸWhen owners experience a problem with a manual seat control, the most common reason cited is that the controls are physically hard to operate. In contrast, owners who experience problems with power seat controls very rarely indicated that the controls are hard to operate; instead, they experience more issues with the placement of the controls.

Seat Supplier Quality Rankings

Among seat suppliers, Johnson Controls garners three segment awards for seat quality, while Avanzar Interior Technologies, Ltd. and Magna each receive two awards.  Bridgewater Interiors, LLC, Hyundai Seat Division and Lear Corporation each rank highest in one segment.

Johnson Controls ranks highest (in a tie) in the luxury SUV segment for its seats in the Land Rover Range Rover Evoque and Porsche Cayenne. Additionally, Johnson Controls ranks highest (in a three-way tie) in the mass market truck/van segment for the Ford F-250/F-350 Super Duty. Avanzar Interior Technologies, Ltd. ranks highest (in a three-way tie) in the mass market truck/van segment, receiving two awards for the Toyota Tacoma[1] and Toyota Tundra. Magna ranks highest in the mass market compact SUV/MPV segment for the Ford C-Max, and also ranks highest in the luxury car segment for the Porsche Panamera.

Bridgewater Interiors, LLC ranks highest in the mass market midsize/large SUV segment (Honda Pilot); Hyundai Seat Division ranks highest in the mass market compact car segment (Hyundai Elantra[2]); and Lear Corporation ranks highest in the mass market midsize/large car segment (Buick Regal).

The 2014 Seat Quality and Satisfaction Study provides automotive manufacturers and suppliers with quality and satisfaction information related to automotive seating systems. New-vehicle owners are asked to rate the quality of their vehicle seats and seat belts based on whether or not they experienced defects/malfunctions or design problems during the first 90 days of ownership. The study is based on responses from more than 86,000 purchasers and lessees of new 2014 model-year cars and light trucks. The study was fielded between February and May 2014.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

 

Freeman Contact Center Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience for a Fifth Consecutive Year

2014-08-15

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WESTLAKE VILLAGE, Calif.: 6 August 2014 — Freeman has been recognized for contact center operation customer service excellence with its live phone channel for a fifth consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by Freeman’s Customer Support Center operations to provide “An Outstanding Customer Service Experience.” Freeman’s contact center achieved certification for the live phone channel including interactive voice response (IVR) routing and customer service representative (CSR).

To become certified, the contact center successfully passed a detailed audit of more than 100 practices that encompass its recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Freeman customers who recently contacted its call center located at Freeman’s headquarters in Grand Prairie, Texas.

“Freeman’s Customer Support Center has been certified for the fifth consecutive year for its live phone channel and we congratulate them for this distinction,” said Mark Miller, senior director, contact center solutions at JD Power. “To be certified, organizations have to do all things well, but our research shows that the Freeman Customer Support Center Representatives scored particularly well in the area of knowledge, which is a key to delivering a great experience.”

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided; the ease of navigating the phone menu prompts; and the ease of understanding the phone menu instructions.

“Having earned this prestigious honor for the fifth consecutive year is a wonderful accomplishment for our Customer Support Center,” said Joe Popolo, Freeman CEO. “Much of our success is dependent upon the performance of our more than 5,000 employee-owners who continue to put our customers first. This honor only reinforces our commitment to providing uncompromising service to our customers at all levels.”

Launched by JD Power in 2004 to evaluate overall customer satisfaction with Live Phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

For more information on the Certified Contact Center Program, please visit JDPower.com.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Anuradha Koli; Golin on behalf of Freeman; 972-341-2578; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

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Summer Sizzle Continues as New-Vehicle Sales in August Forecast to Hit Highest Levels of the Year

2014-08-20

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WESTLAKE VILLAGE, Calif.: 21 August 2014 — Summer is shopping season when it comes to new vehicles and August is no exception, as new-vehicle retail and total sales are on pace to surpass May for the  highest levels in 2014, according to a monthly sales forecast developed jointly by JD Power and LMC Automotive.

Retail light-vehicle sales are projected to hit 1.3 million units and total light-vehicle sales are expected to reach nearly 1.5 million in August 2014, both a 3 percent increase on a selling day adjusted basis, compared with August 2013.

Retail Light-Vehicle Sales

The seasonally adjusted annualized rate (SAAR) for retail sales in August 2014 is expected to be 13.6 million units, an increase of more than 100,000 units from the selling rate in July 2014. The August SAAR marks the sixth consecutive month where the SAAR has exceeded 13 million. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles.

U.S. Retail SAAR—August 2013 to August 2014
(in millions of units)

Source: Power Information Network^® (PIN) from JD Power

August sales will benefit from the inclusion of the Labor Day holiday in the month’s sales results. Labor Day is traditionally the biggest single sales day of the year as consumers take advantage of the holiday and model year-end sales promotions as well as the availability of the 2015 model-year vehicles arriving in showrooms.  

John Humphrey, senior vice president of the global automotive practice at JD Power, notes that continued high levels of consumer expenditures on new vehicles demonstrate the continuation of the overall health of the industry.

“We expect consumer spending on new vehicles in August to approach $39 billion, the highest level on record for the month of August and second-highest month ever behind July 2005 ($39.7 billion),” said Humphrey. “The record consumer spending is fueled by both high sales volumes and high transaction prices.”

The average new-vehicle retail transaction price in August 2014 is $29,300, a record high for the month surpassing $28,898 set in August 2013.

Total Light-Vehicle Sales

Total light-vehicle sales in August 2014 are expected to surpass July sales by more than 60,000 units. Following several months of lower-than-expected fleet volume, fleet sales in August are expected to reach 162,000 units, or 11 percent of total light-vehicle sales, consistent with the level a year ago.

JD Power and LMC Automotive U.S. Sales and SAAR Comparisons

	August 20141	July 2014	August 2013
New-Vehicle Retail Sales	1,331,300 units (3% higher than August 2013)2	1,227,881 units	1,335,085 units
Total Vehicle Sales	1,493,200 units (3% higher than August 2013)	1,432,938 units	1,500,624 units
Retail SAAR	13.6 million units	13.5 million units	13.7 million units
Total SAAR	16.5 million units	16.4 million units	15.9 million units

¹Figures cited for August 2014 are forecasted based on the first 14 selling days of the month.

²The percentage change is adjusted based on the number of selling days in the month (27 days in August 2014 vs. 28 days in August 2013).

Sales Outlook

LMC Automotive is maintaining its forecast for U.S. auto sales in 2014 at 13.5 million units for retail and 16.3 million units for total light-vehicle sales, both 5 percent increases from 2013 levels.

“As a very robust summer selling season winds down, optimism continues in the auto industry for the remainder of 2014, with expectations of economic growth beginning to catch up to the growth in autos,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive.  “As we look at scenarios for 2015 light-vehicle sales, external factors, including global conflicts and capital flight from emerging markets, account for the majority of the risk to further and expected growth in the U.S.”

North American Production

Bolstered by reduced factory shutdowns, North American light-vehicle production in July 2014 totaled 1.2 million vehicles and a 17 percent increase compared with July 2013. Total production through July 2014 is at 9.7 million units, nearly 5 percent or 400,000 units higher than it was for the same period in 2013.

Manufacturers are continuing to manage inventory with days’ supply remaining in the normal range of 60-65 days, as August began at a 62 day supply. With inventory levels in check, and sustained positive outlook for local and export demand for the remainder of the year, LMC Automotive is maintaining its 2014 North American production forecast at 16.8 million units.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit www.JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial 

McGraw Hill Financial is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power and McGraw Hill Construction. The Company has approximately 18,000 employees in 30 countries. Additional information is available at www.mhfi.com.

About LMC Automotive

LMC Automotive is the premier supplier of automotive forecasts and intelligence to an extensive client base of automotive manufacturer, component supplier, logistics and distribution companies, as well as financial and government institutions around the world. LMC’s global forecasting services encompass automotive sales, production and powertrain expertise, as well as advisory capability. LMC Automotive has locations in the United States, the UK, France, Germany, China Japan and Thailand and is part of the Oxford, UK-based LMC group, the global leader in economic and business consultancy for the agribusiness sector.  For more information please visit www.lmc-auto.com.

Media Relations Contacts

John Tews; JD Power; Troy, Mich.; 248-680-6218; [email protected]

Emmie Littlejohn; LMC Automotive; Troy, Mich.; 248-817-2100; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power or LMC Automotive. www.jdpower.com/corporate  www.lmc-auto.com

 

American Express and Discover Tie for Highest Rank in Customer Satisfaction

2014-08-25

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WESTLAKE VILLAGE, Calif.: 28 August 2014 — American Express and Discover—two credit card issuers with very different business models—tie for the highest ranking in credit card customer satisfaction, demonstrating that there is more than one path to satisfaction, according to the JD Power 2014 U.S. Credit Card Satisfaction Study^SM released today.

The study, now in its eighth year, measures customer satisfaction with credit card issuers by examining six factors: interaction; credit card terms; billing and payment; rewards; benefits and services; and problem resolution. Overall satisfaction is at a record-high of 778 on a 1,000-point scale in 2014, surpassing the previous high of 767 in the 2013 study.

American Express, which ranked highest in each of the eight years since the study’s inception in 2007, and Discover each achieve a score of 819. However, the two companies attain the same high level of customer satisfaction using very different business models.

American Express offers 21 cards aimed at different customer segments—some with annual fees and some without—and an array of reward options ranging from cash-back to travel rewards. Its customers tend to be more affluent, spend more and are less likely to carry a balance than customers of other card issuers. Discover’s strategy focuses on a single card with cash-back rewards and no annual fees. Discover serves a broad customer base and offers tools to help its customers manage their spending and debt, and provides its cardholders their credit score free of charge.

“This is really a tale of two very different credit card companies that both excel at customer interactions,” said Jim Miller, senior director of banking services at JD Power. “American Express and Discover provide great personal service when customers call in and also make it easy for customers to manage their accounts online as well as by using mobile apps.

“The market is ultracompetitive and credit card companies are using reward programs to make their card more attractive. However, layering on rewards is not the key to satisfied customers, rather it’s understanding your customers, knowing what motivates them and aligning rewards and benefits to their needs.”

Fraudulent Activity, Security Breaches and Satisfaction

While only 11 percent of customers report a problem or complaint with their credit card, the most common issue is unauthorized or fraudulent activity, which accounts for 21 percent of all problems. Interestingly, when properly handled, credit card companies can turn a bad event into a positive customer experience.

Customers are much more understanding about possible fraud and perceive their bank is looking out for them, compared with a security breach. Satisfaction among customers contacted about possible fraud is 797, compared with 767 among those contacted about a security breach.

Furthermore, the study finds that when a credit card company notifies a customer of a security breach but does not issue a new card, satisfaction drops to 734. When a new card is issued, satisfaction improves to 788, and increases to 801 when customers get the new card quickly—within seven days. When a credit card company notifies a customer, replaces their card within seven days and ensures they receive email alerts, customer satisfaction jumps to 835. 

Cardholders can also protect themselves from fraud and security breaches. In addition to checking their billing statements, they can set up alerts with their card company to monitor their activity. Beyond that, cardholders also should review their credit reports—each of the three main credit reporting agencies offer one report free each year—and track their credit scores to detect fraud or identity theft.

KEY FINDINGS

• Chase ranks third in customer satisfaction with a score of 789.
• ŸEven with record-high customer satisfaction, 10 percent of customers have switched their primary card in 2014, up from 8 percent in 2013. Among those who switched cards, 42% did so for a better rewards program. 
• ŸCredit card issuers are working to improve their rewards programs to retain customers, as 19 percent of customers indicate the value of their rewards program has improved in 2014, up from 17 percent in 2013.
• ŸImproved understanding of their current rewards programs may prevent customers from shopping for a new primary card. The percentage of customers who say they “completely” understand how to earn rewards has increased to 63 percent in 2014 from 59 percent in 2013. However, in 2014, 21 percent of customers don’t know if they can earn extra rewards for specific purchases; 43 percent don’t know if their rewards have an annual maximum limit; and 30 percent don’t know if their rewards have an expiration date.
• ŸOne way a credit card issuer can look out for its customers and increase communication is through emailing service alerts. Satisfaction among customers who receive service alerts is 76 points higher than among those who either don’t know they are available or think they are not offered. Mobile also helps build the connection between issuer and customer. Satisfaction among customers who use mobile is 54 points higher than among those who do not.

The 2014 U.S. Credit Card Satisfaction Study includes responses from nearly 20,000 credit card customers.

The study was fielded from September 2013 to May 2014.

Media Relations Contacts

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818-317-3070; [email protected]

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

 

Despite the Improvement in Network Performance, Outages and Performance Issues Are Key Reasons for Businesses to Consider Switching Telephone Providers

2014-08-26

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WESTLAKE VILLAGE, Calif: 27 August 2014 — Even as the network outage performance gap diminishes among major providers in the telecommunications industry, one of the key reasons for businesses to consider switching from their current provider continues to be the need for more reliable network service, according to the JD Power 2014 U.S. Business Wireline Satisfaction Study^SM released today. 

The annual study measures customer satisfaction with providers of telecommunications voice and data services in three segments: very small businesses (companies with between one and 19 employees, with a corporate service plan); small/medium businesses (companies with between 20 and 499 employees); and large enterprise businesses (companies with 500 or more employees). Satisfaction is measured across six factors: performance and reliability (27%); cost of service (18%); sales representatives and account executives (19%); billing (14%); communications (15%); and customer service (12%).

“As annual improvements in network performance continue, such performance-related issues as network outages and reliability continue to be key elements of dissatisfaction for business and a reason to consider switching providers,” said Kirk Parsons, senior director of telecommunications services at JD Power. “It’s imperative for telecom providers to communicate the improvements the industry has made relative to network performance and to provide quick resolution when issues do occur, as even minor outages can hamper business capabilities to service customers.”

Overall customer satisfaction averages 700 on a 1,000-point scale in 2014.

In the large enterprise business segment, Cox ranks highest with an overall score of 782. Verizon ranks highest in both the small/medium (759) and very small business (727) segments respectively.

 KEY FINDINGS

• The industry average for short- and long-duration outages has declined significantly since 2011. The average number of short-duration data outages (lasting less than five minutes) experienced by customers during the past six months has decreased by more than 28 percent, to 3.4 incidents in 2014 from 4.7 in 2011. The average number of extended outages (greater than five minutes) has dipped more than 16 percent in the same period to 1.6 incidents in 2014 from 1.9 in 2011.
• Among business customers who purchase voice services and experience two or more lengthy outages, 31 percent indicate they are likely to switch providers in the next 12 months, while only 11 percent of those who experience no outages indicate they will switch. Among business customers who purchase data services and that experience lengthy outages, the percentage indicating they are likely to switch providers in the next 12 months is more than triple that among those who do not experience lengthy outages (31% vs. 10%, respectively)
• Nearly one in six (16%) business customers indicate the likelihood to switch their current telecom provider in the next 12 months. Small/Medium size businesses have the highest future switching intent at 20 percent, while very small businesses have the lowest switching intent at 15 percent.
• Reasons for switching providers include obtaining better pricing (73%); new features or service plans offered (30%); favorable pricing options (29%); and better/more reliable service performance (28%).
• The top reason for businesses choosing their current telecom provider was price (17%), while the second most frequently cited reason was network reliability/quality/broadband speeds (13%). 
• The main reason businesses contact customer care is network-related problems, either due to reporting an outage, service disruption/disconnected or poor/bad reception (28%). The next highest contact inquiry is to inquire about a product or service (11%).    

The 2014 U.S. Business Wireline Satisfaction Study is based on responses from 4,220 business customers of data and voice services at very small, small/medium, and large enterprise businesses in the United States and includes evaluations of their data and voice service providers. The study was fielded in May 2014.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

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

About McGraw Hill Financial www.mhfi.com