Category: United States

Tablet and Mobile Broadband Devices Generate Increased Data Quality Issues as Usage Patterns and Customer Expectations Impact Problem Incidence

2014-08-26

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WESTLAKE VILLAGE, Calif: 28 August 2014 — The incidence of data quality problems has risen for the first time in more than four years as the growing number of tablets and mobile broadband devices generates different usage patterns and network quality expectations from smartphone and feature phone device owners, according to the JD Power 2014 U.S. Wireless Network Quality Study^SM—Volume 2 released today.

Now in its 12th year, the semiannual study is based on 10 problem areas of the customer experience: dropped calls; calls not connected; audio issues; failed/late voicemails; lost calls; text transmission failures; late text message notifications; Web connection errors; slow downloads; and email connection errors. Network performance issues are measured as problems per 100 (PP100) network connections, with a lower score reflecting fewer problems and better network performance. Carrier performance is examined in six geographic regions: Northeast, Mid-Atlantic, Southeast, North Central, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study now also measures the network performance of tablets and mobile broadband devices.

Verizon Wireless ranks highest in five regions; Northeast, Southeast, North Central, Southwest and West, with typically lower PP100 scores in call quality, messaging quality and data quality areas. AT&T ranks highest in the Mid-Atlantic region with lower PP100 scores in data quality issues.  

“The ability to provide a high-quality experience with the network is largely dependent on how well carriers understand usage patterns and customer expectations of the network,” said Kirk Parsons, senior director and practice leader of telecommunications at JD Power. “While customers may be leveraging the same network across a multitude of devices—including smartphones, tablets and mobile broadband devices—their experience can be different given the variety of locations in which they are used and the different activities performed on each.”

According to Parsons, as usage of such devices as cellular tablets continues to grow,  carriers that understand those dynamics will be better positioned to provide a more satisfying experience with the network, leading to higher levels of overall customer satisfaction, higher rates of retention, customer advocacy and return on investment.

KEY FINDINGS

• Overall wireless network quality problem incidence is 12 PP100 network connections. The overall problem rate is unchanged from the 2014 U.S. Wireless Network Quality Performance Study—Volume 1 (2014 Vol.1) and has been consistent since 2012.
   
• Satisfaction with network quality among customers who have a cellular tablet is 33 points higher than among those without a cellular tablet (793 vs. 760 on a 1,000-point scale). Similarly, satisfaction with network quality is 17 points higher among customers with mobile broadband devices than among those without such a device (780 vs. 763, respectively).
   
• On average, wireless customers experience 27 PP100 related to data quality on their mobile broadband device, followed by 20 PP100 for their tablet. This compares with just 16 PP100 for phones.
   
• Both wireless call quality and wireless messaging quality have improved from 2014 Vol.1 (16 PP100 vs. 17 PP100; and 6 PP100 vs. 7 PP100, respectively). During that same time frame, however, problems with data networks have increased to 16 PP100 from 14 PP100 in 2014 Vol. 1.
   
• In 2014 Vol. 2, 14 percent of wireless customers indicate having a tablet with a data plan from their wireless carrier, while 10 percent have a mobile broadband device, such as an aircard or hotspot. 
   
• When examining particular types of data problems, email connection errors occur more frequently on tablets than phones (17 PP100 vs. 6 PP100, respectively). In contrast, issues related to slow mobile Web connections are more likely to occur on phones (15 PP100) than mobile broadband devices (13 PP100) and tablets (12 PP100).
   
• Cellular tablet owners are more willing to switch carriers if a competitor can offer faster, more reliable connections for a comparable price. In fact, while they are more satisfied overall, 29 percent of customers with cellular tablets say they “definitely will” or “probably will” switch their carrier within the next year, compared with just 15 percent of those without a cellular tablet. 

The 2014 U.S. Wireless Network Quality Study—Volume 2 is based on responses from 26,205 wireless customers. The study was fielded between January 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 

 

 

Salt River Project Contact Centers Recognized for Providing an Outstanding Customer Service Experience

2014-07-03

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WESTLAKE VILLAGE, Calif.: 9 July 2014 — Salt River Project (SRP) has been recognized for contact center operation customer satisfaction excellence under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by SRP’s service contact center operations to provide “An Outstanding Customer Service Experience.” SRP achieved certification for the live phone channel (ninth consecutive year), including interactive voice response (IVR) routing and customer service representative (CSR), as well as for the IVR self-service and Web self-service channels (first year, respectively).

To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of SRP customers who recently contacted its contact centers in Mesa, Tempe and Queen Creek, Arizona.

“Congratulations to SRP on providing an outstanding customer experience and achieving the certified contact center designation for its live phone channel, IVR self-service channel and Web self-service channel,” said Mark Miller, senior director at JD Power. “To earn our certification for nine years running is impressive, and this year customers have confirmed that SRP’s Web self-service and IVR self-service channels also deliver 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.

“We are honored to receive this certification,” said Renée Castillo, SRP senior director customer services. “It is a privilege to serve our customers and we are committed to provide them exceptional service for years to come.”

The Certified Contact Center Program was launched by JD Power in 2004 to evaluate overall customer satisfaction with contact centers and to help contact centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

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]

Jeff Lane; Salt River Project; Phoenix, AZ; 602-236-2500; [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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The Uninsured Remain Underserved by Health Exchanges,As Many Continue to Struggle to Enroll in Healthcare Coverage

2014-07-07

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WESTLAKE VILLAGE, Calif.: 10 July 2014 — While the Affordable Care Act is designed to reduce cost and increase access to health insurance, many U.S. citizens still are uninsured and underserved due to obstacles not based on cost, such as technical problems and lack of information from health insurance companies and health exchanges, according to the inaugural JD Power 2014 Health Insurance Marketplace Shopper Study^SM released today.

Satisfaction varies widely based on a variety of factors; however, cost is the key reason shoppers who have wanted health insurance in the past were unable to obtain it (89%). Other reasons include pre-existing conditions (26%) and not knowing where to buy insurance (10%). (Shoppers were able to select multiple reasons during the survey.)

The ACA was enacted to make health insurance affordable and available to U.S. citizens and legal immigrants, yet many remain uninsured and underserved. Many shoppers began the process but had problems completing enrollment at the time of the survey primarily due to three reasons: a combination of technical problems experienced during the enrollment process (40%); the application process taking too long (19%); and the website not having enough information about the plans to make a selection (18%). Additionally, 49 percent of shoppers who did not complete enrollment did not choose a plan during their initial shopping experience because they had not yet decided which plan they wanted.

“No doubt that ensuring a technologically error-free experience, along with streamlining the online enrollment process will be most impactful to future Marketplace shoppers,” said Rick Johnson, senior director of the healthcare practice at JD Power. “While the uninsured are now a smaller group, they continue to be underserved, just as they were prior to the exchanges, and continue to need more information delivered in an easy-to-understand and personal way.”

According to Johnson, “The exchanges have benefited from millions of media impressions derived from the Affordable Care Act advertising and news coverage. When the dust finally settles later in 2014 and in 2015, for health insurance providers to thrive in this new environment, they will need to retool their marketing, information and enrollment efforts toward a new generation of uninsured to serve their needs.”

The inaugural study is designed to evaluate the health insurance shopping experience of the previously uninsured. The study examines enrollment satisfaction among 1,632 U.S. consumers who shopped for health insurance under the Affordable Care Act from November 2013 through April 2014. The key factors of satisfaction are amount of time it takes to complete the enrollment process (23%); ease of enrolling (21%); variety of information available about the plans (15%); ease of understanding benefits and coverage (15%); ease of navigating the website (14%); and clarity of instructions (13%).

Overall enrollment satisfaction averages 615 on a 1,000-point scale. Among those who have enrolled, there is great variance in satisfaction depending on how they applied for coverage; the type of plan they selected; and their demographic.

Although in-person is the least used method of enrollment, overall satisfaction is highest among the 13 percent of consumers who enroll via this channel (719). The majority (67%) of consumers enroll online, among whom overall satisfaction is 122 points lower, at 597. Among the 14 percent who enroll by phone, satisfaction is 623. Using a navigator—a certified agent or broker used by 17 percent of shoppers—during the shopping process also improves satisfaction (631 vs. 611 among those who do not use a navigator). Health insurance companies and the exchanges should continue to find ways to personalize the insurance shopping experience for consumers.

Marketplace shoppers, like all healthcare consumers, heavily weigh cost when selecting a plan, with 59 percent of enrollees citing monthly premiums as an important reason for their plan selection. Doctor visit co-pays (36%), out-of-pocket maximums (32%) and annual deductibles (32%) also are among key considerations when selecting a plan.

Under the Affordable Care Act, health insurers can offer policies with four types of payment structures, known as metal tiers or bands: bronze plans, which are the least expensive because insurers pay only 60 percent of a policyholder’s covered health expenses and the policyholder pays the remaining 40 percent; silver plans, which are a 70-30 split; gold, 80-20 split; and platinum, 90-10. Satisfaction among the 55 percent of enrollees with a silver plan is 621. While the gold and platinum plans have the lowest enrollments (14% and 9%, respectively), satisfaction among these enrollees is the highest across the four bands (655 and 766, respectively). Satisfaction is lowest among the 23 percent of enrollees with a bronze plan (556*).

When analyzing satisfaction by age groups, enrollment satisfaction is highest among shoppers younger than 30 years old (647) and lowest among those between the ages of 50 and 64 (591). Additionally, satisfaction is highest among men younger than 50 and who have less than a four-year college degree (675*) and lowest among women 50 years and older (582) and women with at least a four-year degree (590).

KEY FINDINGS

• While the study does not break out individual states for analysis, when the shopping experiences of all state exchanges are combined, the study does not find a significant difference in the enrollment experience for federal and state exchanges. Satisfaction among those enrolling through a state exchange is 621, compared with 611 among those enrolling through in a federal exchange.
• ŸEnrollment satisfaction is higher among consumers shopping for an individual plan than among those shopping for a family plan (625 vs. 586, respectively).
• The top reason cited by consumers for shopping via the Marketplace is to comply with the law, at 50 percent, while 40 percent shop because they have been wanting health insurance but weren’t able to obtain it in the past.
• More than one-half (55%) of shoppers indicate they first heard about the Marketplace through the news media, while only 4 percent learned about it in a notification from a state or federal agency. With media coverage of the health exchanges expected to decrease over time, the insurance industry will need to develop effective communication to reach the uninsured to help fill that that information vacuum. 

The 2014 Health Insurance Marketplace Shopper Study is based on responses from 1,632 U.S. residents. The survey data was collected from November 2013 through April 2014.

Media Relations Contacts

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

Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

*Fewer than 100 respondents

 

Good Picture Quality at the Right Price Is Top Consideration When Purchasing a High-Definition Television

2014-07-07

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WESTLAKE VILLAGE, Calif.: 9 July 2014 — Customers who recently purchased a high-definition television cite picture quality and screen size as the two primary reasons for selecting their TV, according to the JD Power 2014 High-Definition Television (HDTV) Satisfaction Report^SM released today.

“Customers purchasing a smaller HDTV tend to be more price conscious than those purchasing a larger HDTV,” said Christina Cooley, director in the diversified services industries practice at JD Power. “Yet, we find that customers who buy larger HDTVs are more likely to research brands and features before making their purchase compared with customers purchasing smaller HDTVs.”

The report measures satisfaction with HDTVs among customers who purchased one in the past 12 months. Satisfaction is evaluated across seven factors: performance; reliability; ease of operation; style/appearance; features; price; and warranty.

 KEY FINDINGS

• Overall customer satisfaction with an HDTV smaller than 50 inches is 844 (on a 1,000-point scale).
• Overall customer satisfaction with an HDTV 50 inches or larger is 870.
• Among customers who purchased an HDTV that is 50 inches or larger, picture quality and price are cited most often as the reasons for their selection (62%). Among customers who purchased an HDTV smaller than 50 inches, price (73%) is the leading reason, followed by screen size (53%).
• The report finds that among customers who purchased a 50-inch or larger HDTV, 32 percent visited the retailer’s website, compared with 26 percent among those who purchased an HDTV smaller than 50 inches.
• Both groups of customers indicate that the in-store display was their primary source of information during the shopping process, with approximately half indicating they relied primarily on the in-store displays.
• The report finds that 72 percent of customers with HDTVs 50 inches or larger and 37 percent of those with HDTVs smaller than 50 inches have a smart TV. In comparison, 35 percent of customers with HDTVs 50 inches or larger and 11 percent of those with HDTVs smaller than 50 inches have a 3D TV.

The 2014 High-Definition Television (HDTV) Satisfaction Report is based on the responses of more than 4,000 customers who purchased an HDTV in the past 12 months. The study was fielded in June 2014.

Media Relations Contacts

Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

 

h.h. gregg Ranks Highest in Appliance Retailer Customer Satisfaction for the First Time

2014-07-08

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WESTLAKE VILLAGE, Calif.: 10 July 2014 — A knowledgeable sales staff providing a prompt, courteous and engaging customer service experience helps drive satisfaction with home appliance retailers, according to the JD Power 2014 Appliance Retailer Satisfaction Study^SM released today.

The study, now in its seventh year, measures customer satisfaction with the largest appliance retailers based on performance in six factors: sales staff and service; store facility; merchandise; price; delivery service; and installation service.

For the first time since study inception, h.h. gregg ranks highest in appliance retailer customer satisfaction, achieving a score of 819 (on a 1,000-point scale) and performing particularly well in the sales staff, delivery and installation service factors. Lowe’s (815) ranks second, performing well in the store facility and price factors, and ties with Sears in the merchandise factor.

“While price remains a leading driver for more than half of customers when selecting an appliance store, retailers can’t rely on price alone to remain competitive,” said Christina Cooley, director of the home improvement practice at JD Power. “The sales staff has an opportunity to differentiate the customer experience through engagement activities from the moment a customer walks in the door, all the way through appliance selection, delivery and installation. It’s the simple engagement activities—those that don’t require extensive training—that have a huge impact on customer satisfaction. For example, when the sales staff has a great attitude, greets customers and offers them help as soon as they enter the store, this can go a long way toward increasing satisfaction, additional purchases and recommendations.”

KEY FINDINGS

• Providing a knowledgeable, courteous and readily available sales staff is key in driving a satisfying customer experience.
• More than 9 in 10 (91%) customers indicate that staff was available to assist them during their recent appliance shopping experience and 77 percent indicate they were greeted promptly. Among customers who engage with the appliance retail sales staff, 86 percent indicate the staff listened to their questions and concerns.
• In 2014, fewer customers indicate that multiple brands were discussed while shopping than in 2013 (58% vs. 63%, respectively), but only 14 percent say the salesperson tried to steer them toward a specific brand.
• More than three-fourths (77%) of customers indicate the store carried all of the brands they were seeking, and 63 percent indicate the retailer had the desired appliance in stock at the store.
• On average, customers make two to three visits to the same retailer before purchasing an appliance, and 38 percent indicate they only shop one retailer and don’t consider others.
• More than one-half (52%) of customers rely on the appliance retailer to deliver and install their new appliances.
• Overall customer satisfaction with appliance retailers is 804, up from 789 in the 2013 study.

The 2014 Appliance Retailer Satisfaction Study is based on responses from more than 2,900 customers who purchased a laundry or kitchen appliance within the previous 12 months from a major appliance retailer. The study was fielded between January 2014 and March 2014.

Media Relations Contacts

Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [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 Drives Brand Loyalty That Can Translate to More Same-Brand Packages Sold

2014-07-14

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WESTLAKE VILLAGE, Calif.: 16 July 2014 — Performance and reliability of laundry and kitchen appliances continues to drive customer satisfaction and ultimately brand loyalty, which can influence whether a customer selects the same brand for a package purchase or multiple appliances from the same brand, according to the JD Power 2014 Laundry Appliance Satisfaction Study^SM and the JD Power 2014 Kitchen Appliance Satisfaction Study^SM released today.

The Laundry Appliance Satisfaction Study and the Kitchen Appliance Satisfaction Study, now in their ninth and 10th years, respectively, measure customer satisfaction in nine segments of major home appliances: clothes washers (front-load washers and top-load washers are measured separately in this year’s study); clothes dryers; dishwashers; cooktops/ranges/ovens; over-the-range microwaves; and refrigerators (French door refrigerators, side-by-side refrigerators and top-mount freezer refrigerators are measured separately in this year’s study). Overall customer satisfaction is measured in six factors: ease of use; features (such as the usefulness of settings available and capacity); performance and reliability (including how well the appliance functions, noise level and energy efficiency); price; styling and appearance; and warranty.

“Performance and reliability is the most decisive factor in customer satisfaction,” said Christina Cooley, director of the home improvement industries practice at JD Power. “Because appliances are often purchased in a packaged set, such as a clothes washer and dryer, there is increased importance in delivering an outstanding customer experience across appliances to maintain a positive brand image and drive additional appliance purchases of that same brand.”

KEY FINDINGS

• Performance and reliability remains the single most important factor driving customer satisfaction with a kitchen or laundry appliance across all product segments.
• More than three-fourths (79%) of clothes washers and dryers are purchased in a packaged set.
• Across all segments, among satisfied customers in aggregate, 30 percent say they “definitely will” recommend their appliance brand to others and 23 percent say they “definitely will” repurchase the same appliance brand in the future.
• Ease of use is the second most important factor for clothes washers, clothes dryers, dishwashers, refrigerators and over-the-range microwaves. The importance of ease of use in the clothes washers and dryers segments has increased during the past four years to 22 percent in 2014 from 19 percent in 2011 in both. Features is the second most important factor with the ranges/cooktops/ovens segment and ties in importance with ease of use in refrigerators.

Laundry Appliance Satisfaction Study

Top-Load Washers

Kenmore Elite ranks highest in customer satisfaction with top-load washers, achieving a score of 816 on a 1,000-point scale. Kenmore Elite performs particularly well in three factors: performance and reliability; features; and warranty. Kenmore Elite is followed in the rankings by LG (813) and Samsung (800).

Front-Load Washers

Samsung ranks highest in customer satisfaction with front-load washers, achieving a score of 828. Samsung performs particularly well in five factors: performance and reliability; ease of use; styling and appearance; features; and price. Samsung is followed in the rankings by LG (820).

Clothes Dryers

LG ranks highest in customer satisfaction with clothes dryers (817) for a second consecutive year. LG performs particularly well in ease of use; styling and appearance; features; and price. Following LG in the rankings is Samsung (810).

Kitchen Appliance Satisfaction Study

Side-by-Side Refrigerators

Kenmore Elite ranks highest in customer satisfaction with side-by-side refrigerators, achieving a score of 804. Kenmore Elite performs particularly well in four factors: performance and reliability; ease of use; features; and warranty. Kenmore Elite is followed in the rankings by Kenmore (799) and LG (795). Kenmore performs particularly well in price.

French Door Refrigerators

Samsung, Whirlpool and LG rank highest (in a tie) in customer satisfaction with French door refrigerators, achieving a score of 817. Samsung performs particularly well in two factors: styling and appearance and features. Whirlpool performs particularly well in ease of use. Kenmore Elite (815) follows in the rankings and performs particularly well in performance and reliability.

Top-Mount Freezer Refrigerators

LG ranks highest in customer satisfaction with top-mount refrigerators, achieving a score of 808. LG performs particularly well in all six factors. Following LG in the rankings is Whirlpool (761).

Dishwashers

Kenmore Elite ranks highest in customer satisfaction with dishwashers for a second consecutive year, with a score of 811, and achieves particularly high scores in performance and reliability; ease of use; features; and price.  Kenmore Elite is followed by LG (793).

Ranges/Cooktops/Ovens

Samsung ranks highest in customer satisfaction with ranges, cooktops and ovens, achieving a score of 831. The brand performs particularly well in performance and reliability; features; and price. Samsung is followed in the rankings by Viking (825).

Over-the-Range Microwaves

Samsung (815) ranks highest in customer satisfaction with over-the-range microwaves. The brand performs particularly well in performance and reliability; styling and appearance; features; and price. Samsung is followed in the rankings by Kenmore Elite (808).

The 2014 Laundry Appliance Satisfaction Study is based on more than 6,600 evaluations from customers who purchased clothes washers and/or clothes dryers during the past 24 months. The study was fielded from January through March 2014.

The 2014 Kitchen Appliance Satisfaction Study is based on more than 3,600 evaluations from customers who purchased dishwashers; more than 3,200 evaluations from customers who purchased cooktops/ranges/ovens; more than 2,100 evaluations from customers who purchased over-the-range microwaves; and more than 6,400 evaluations from customers who purchased refrigerators during the past 24 months. The study was fielded from January through March 2014.

Media Relations Contacts

Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

 

Overall Customer Satisfaction with Residential Electric Utilities Continues to Improve; However, Utilities Not Keeping Pace with Satisfaction Increases in Other Service Industries

2014-07-15

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WESTLAKE VILLAGE, Calif.: 16 July 2014 — Overall customer satisfaction with residential electric utilities has increased year over year driven primarily by improvements in corporate citizenship and outage communications, according to the JD Power 2014 Electric Utility Residential Customer Satisfaction Study^SM released today. However, the improvements in the electric utility industry are not keeping pace with those in a variety of other service industries.

The study, now in its 16th year, measures customer satisfaction with electric utility companies by examining six factors: power quality and reliability; price; billing and payment; corporate citizenship; communications; and customer service.

“Residential electric utilities have done a great job adding capabilities for proactive communications about outages and upping their corporate citizenship involvement. As a result, customer satisfaction levels have been improving over the past several years,” said Jeff Conklin, senior director of the energy practice at JD Power. “However, when comparing satisfaction levels with many other service industries—such as television and telecommunication in which there is a physical connection to a home with a monthly bill payment arrangement—electric utilities are not improving at the same pace in overall satisfaction. Consumers are becoming more familiar with a higher level of service in their daily activities with other service providers and, as a result, their expectations are rising.”

When looking at multiple comparable service industries[1] in which JD Power conducts research, overall satisfaction in the electric residential study is growing at the lowest average rate—4 index points per year over the past five years. In comparison, customer satisfaction with residential television service providers (cable TV) has increased by an average of 17 index points per year during the same time frame (to 699 on a 1,000-point scale in 2013), while satisfaction with residential Internet service providers (ISP) has increased by 10 points per year (to 683 in 2013).

KEY FINDINGS

• Satisfaction in all six factors significantly improves in 2014, most notably in corporate citizenship (590), which increases by 12 points, and in customer service, which increases by 16 points year over year—the largest increase among all the factors. Satisfaction in all six factors reaches a six-year high in 2014, reflecting a steady improvement in the electric industry.
• Communications satisfaction has steadily increased during the past six years, climbing to 592 in 2014 from 554 in 2009. Communication awareness has improved to 51 percent this year from 48 percent in 2013. Overall satisfaction increases to 701 when utilities proactively communicate outage information regularly and clearly via the channels customers prefer, including utility-initiated phone calls, emails, text messages and social media sites, compared with 624 when communication is not proactive.
• Power quality and reliability, an important driver of customer satisfaction, has increased to 702 from 692 in 2013 and 677 in 2012. Customers experience much shorter outages in 2014 than in 2013. Among customers who experience an outage, the average longest outage is 5.6 hours, compared with 12.0 in 2013.
• Overall satisfaction among electric utility residential customers has increased substantially in 2014 to 647, up 8 points from 2013 and 22 points since 2012.

Study Rankings

The Electric Utility Residential Customer Satisfaction Study ranks midsize and large utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segment serve between 100,000 and 499,999 residential customers, while companies in the large utility segment serve 500,000 or more residential customers.

East Region

PPL Electric Utilities ranks highest among large utilities in the East region, followed by Duquesne Light; PECO; and West Penn Power, respectively.

Among midsize utilities in the East region, Southern Maryland Electric Cooperative ranks highest for a seventh consecutive year, followed by Penn Power; Delmarva Power; and Rochester Gas & Electric and Western Massachusetts Electric (in a tie), respectively.

Midwest Region

MidAmerican Energy ranks highest in the large utility segment in the Midwest region for a seventh consecutive year, followed by We Energies; DTE Energy; and Alliant Energy, respectively.

Lincoln Electric System ranks highest in the midsize utility segment in the Midwest region. Following Lincoln Electric System in the segment rankings are Omaha Public Power District, and Connexus Energy and Madison Gas & Electric (in a tie), respectively.

South Region

OG&E ranks highest in the large utility segment in the South region, followed by Georgia Power; Entergy Arkansas; and Alabama Power, respectively.

Walton EMC ranks highest in the midsize utility segment in the South region, followed by Sawnee EMC; Jackson EMC; and GreyStone Power, respectively.

West Region

Salt River Project (SRP) ranks highest in the large utility segment in the West region for a seventh consecutive year and receives an award in the study for a 13th consecutive year. Following Salt River Project in the segment rankings are SMUD; Portland General Electric; and APS, respectively.

Clark Public Utilities ranks highest in the midsize utility segment in the West region for a seventh consecutive year, followed by Colorado Springs Utilities; Seattle City Light; and Intermountain Rural Electric Assoc., respectively.

The 2014 Electric Utility Residential Customer Satisfaction Study is based on responses from 104,460 online interviews conducted from July 2013 through May 2014 among residential customers of the 138 largest electric utility brands across the United States, which collectively represent more than 96 million households.

Media Relations Contacts

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

John Tews; JD Power; 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 

 

Cisco Recognized for Excellence in Certified Technology Service and Support Program For a Fifth Consecutive Year and Eighth Year Overall

2014-07-18

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WESTLAKE VILLAGE, Calif.: 21 July 2014 –For a fifth consecutive year and eighth year overall, Cisco has achieved certification under the JD Power Certified Technology Service and Support Program.^SM This distinction recognizes Cisco for delivering “An Outstanding Customer Service Experience” to customers globally.

Jointly developed by JD Power and the Technology Services Industry Association (TSIA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase.

“In achieving certification for five consecutive years, Cisco demonstrates its commitment to delivering the highest level of service and support to its customers,” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power. “Cisco’s strengths lie in staying ahead of the curve when it comes to understanding the evolving needs of customers and continually reinventing the way it delivers support.”

“Cisco knows customers expect best-in-class support and understands what is required in order to meet those expectations. By achieving the TSIA and JD Power Certified Technology Services and Support certification, Cisco has repeatedly demonstrated its commitment to the global delivery of world-class technical support,” says Tom Pridham, senior vice president, Major Member Development and GM Operational Best Practice Programs. “Dedication to customer and partner success is core to Cisco’s corporate culture.”

To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies globally that offer technology support. This is based on JD Power’s extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Certification is valid for one year.

JD Power evaluated Cisco on its assisted service over the phone, email-based support, non-assisted website-based support and depot support. For the certification, JD Power conducted a survey of Cisco’s global customer base to establish an overall customer satisfaction index score, as well as on-site audits at Cisco facilities.

“We have the strategic initiatives and tools in place to listen to our customers and partners. We use what we learn to improve processes and programs that enhance our customer service,” said Joe Pinto, senior vice president, Cisco Technical Services. “As standards and expectations continue to increase, this recognition demonstrates our commitment to delivering an exceptional support experience.”

JD Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.

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 

About TSIA

The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or like us on Facebook.

Media Relations Contacts

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

Suzanne LaBounty; TSIA, San Diego, Calif.; 1-858-674-5491; [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

Follow us on Twitter @jdpower

 

Automakers Struggle to Impress Owners with Increased Usefulness of In-Vehicle Technologies And Features on All-New and Redesigned Models

2014-07-22

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WESTLAKE VILLAGE, Calif.: 23 July 2014 — Although manufacturers are putting more and more technologies and functionality in their new and redesigned models, satisfaction with these features is not significantly higher among owners of those models than among owners of carryover models, according to the JD Power 2014 U.S. Automotive Performance, Execution and Layout (APEAL) Study^SM released today.

The APEAL Study, now in its 19^th year, serves as the industry benchmark for new-vehicle appeal. Owners evaluate their vehicle across 77 attributes, which combine into an overall APEAL score that is measured on a 1,000-point scale.

The study finds that APEAL scores for all-new and redesigned models continue to see a lift in APEAL scores compared with carryover models (805 vs. 791, respectively). However, while satisfaction in areas such as fuel economy and the feel and styling of the interior is higher among owners of all-new and redesigned models than among owners of carryover models, there is less differentiation in terms of the usefulness of the controls and functions for navigation, voice recognition and other technology applications.

“Manufacturers often look to new features and technologies to keep their vehicles fresh and attractive, but designing systems that consumers find intuitive and easy to use has been a challenge,” said Renee Stephens, vice president of U.S. automotive at JD Power. “Newly launched models surpass carryovers in impressing owners with the look and feel of the vehicle. But as we also see in our 2014 Initial Quality Study, owners are not as comfortable with the functionality of the features. To differentiate new models from the pack, automakers must continue to design systems that are not just attractive, but also intuitive and easy to use.”

The overall APEAL score in 2014 averages 794, which is a 1-point decrease from 2013. Fuel economy is the only category in which there has been improvement year over year (+6 points), which is due in part to an average decline of 3 percent in fuel prices during the survey period, compared with 2013. Owner-reported average mpg also improves to 25.0 mpg from 24.5 in 2013, resulting in more favorable perceptions of both driving range and mileage.

“Despite improvements this year, fuel economy continues to be the lowest-scoring category in the study by a wide margin,” said Stephens. “While many factors influence the fuel performance of a vehicle, an important factor is how the engine and transmission are tuned by the manufacturers. Automakers must find the right balance between owner expectations of fuel economy and areas that affect the driving experience, such as horsepower and transmission performance, which is not an easy task. Customers are not always happy with the trade-off between those characteristics.”

2014 APEAL Rankings Highlights

Porsche is the highest-ranked nameplate in APEAL for the 10^th consecutive year. Hyundai ranks highest among non-premium brands in the study. Hyundai is also the highest-ranked non-premium brand in the JD Power 2014 Initial Quality Study^SM (IQS), marking the first time a nameplate has ranked highest among non-premium brands in both APEAL and IQS in the same year.

Both Dodge and Porsche receive three segment awards each: Dodge for the Challenger, Charger and Dart; and Porsche for the 911, Boxster and Cayenne.

Receiving two segment awards each are Audi, Ford, Mercedes-Benz and Nissan: Audi for the A8 (tie) and Q5; Ford for the F-150 LD and F-250/F-350 Super Duty; Mercedes-Benz for the CLS-Class and S-Class (tie); and Nissan for the Rogue and Quest.

Also receiving awards are the BMW 4 Series; GMC Yukon; Honda Ridgeline; Hyundai Accent; Kia Soul; Land Rover Range Rover; Mazda MAZDA6; MINI Countryman; Toyota Highlander; and Volkswagen GTI. 

The APEAL Study examines how gratifying a new vehicle is to own and drive. The study is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and by consumers to help them in their purchase decisions. The 2014 APEAL Study is based on responses gathered between February and May 2014 from more than 86,000 purchasers and lessees of new 2014 model-year cars and light trucks who were surveyed after the first 90 days of ownership. The APEAL Study complements the Initial Quality Study (IQS), which focuses on problems experienced by owners during the first 90 days of ownership. 

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

About McGraw Hill Financial www.mhfi.com  

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Customer Satisfaction Is Severely Impacted When Wireless Customers Make Multiple Contacts Across Care Channels to Resolve Problems

2014-07-25

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WESTLAKE VILLAGE, Calif.: 31 July 2014 — When wireless customers need to shift between care channels to resolve their initial inquiry, satisfaction declines considerably and the propensity to switch carriers more than doubles, according to the JD Power 2014 U.S. Wireless Customer Care Full-Service Performance Study^SM—Volume 2 and the JD Power 2014 U.S. Wireless Customer Care Non-Contract Performance Study^SM—Volume 2, both released today.

Now in their 12th year, these semiannual studies offer a detailed report card on how well wireless carriers provide customer service via three main contact channels: telephone (which consists of three sub-channels —Automated Response System (ARS) then Customer Service Representative (CSR); CSR only; and ARS only); walk-in (retail store); and online. The studies measure satisfaction with each contact method and analyze processing issues, such as the efficiency of problem resolution and the duration of hold times.

“It’s imperative that wireless service carriers improve their ability to resolve customer issues in one contact and reduce the number of service channels customers need to visit to address their problem,” said  Kirk Parsons, senior director of telecommunications at JD Power. “Understanding the types of problems customers contact their carrier about and driving them to the appropriate channel for problem resolution the first time will reduce operating costs and improve the overall customer experience. Improving customer satisfaction leads to long-term loyalty.”

Overall satisfaction among wireless full-service customers is 776 (on a 1,000-point scale) and 717 among non-contract wireless customers. Full-service customers experience higher service scores across most of the contact channels and have lower hold times and higher first-call resolution frequency. Overall satisfaction with the wireless care experience in both the full-service (786) and non-contract (732) segments has declined from the 2013 Volume 2 studies by 10 and 15 points, respectively.

KEY FINDINGS

• Satisfaction with customer care among those requiring multiple channels to resolve their problem is 755, compared with 772 among those who resolve their issue using a single channel.
• Forty percent of customers using multiple channels to resolve their problem say they “definitely will” or “probably will” switch their carrier, compared with just 17 percent of those who resolve their problem via a single channel.
• Industry-wide, 25 percent of wireless service customers’ contacts are the result of a previous attempt to resolve the same problem via another contact channel.
• Thirty-eight percent of multi-channel customer service contacts originate in a store, followed by 33 percent originating online and 29 percent by phone.
• Among customers originally going to a carrier store, 82 percent ultimately call their carrier, while 18 percent go online when they are unable to resolve their issue. Additionally, when customers originally contact by phone, 53 percent are sent to a store, while 47 percent are sent to the online channel to resolve their issue.
• Multiple-channel contacts are more often required to resolve problems related to billing issues (36%); service options/equipment (35%); network connection issues (21%); and incorrect charges (13%) than are contacts resolved via a single channel.
• On average, problems that are resolved via multiple contact channels take 21.7 minutes to resolve via the last channel used, compared with just 14.9 minutes for problems resolved using a single channel.

The 2014 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 is based on responses from 6,131 full-service wireless customers. The 2014 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2 is based on responses from 2,518 non-contract wireless customers. Both semiannual studies are based on the experiences of current customers who contacted their carrier’s customer care department 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