Category: United States

Interaction with Agents May Significantly Elevate Satisfaction with the Wireless Customer Care Experience

2011-02-03

jdp-root

WESTLAKE VILLAGE, Calif: 3 February 2011 — Customer service issues that are personally handled by a service representative, either over the phone or at a retail store, are significantly more satisfying to customers than are automated response interactions, according to the JD Power and Associates 2011 U.S. Wireless Customer Care Performance StudySM—Volume 1 released today.

Now in its ninth year, the semiannual study provides a detailed report card on how well wireless carriers service their customers in three contact methods: telephone calls with customer service representatives (CSR) and/or automated response systems (ARS); visits to a retail wireless store; and on the Web. Within each contact method, the study measures satisfaction and processing issues, such as problem-resolution efficiency and hold-time duration.

Overall, among customers who speak with a service representative without going through an automated response system, the customer care index score averages 774 on a 1,000-point scale, well above the industry average score of 739. Among customers who use other methods of contact, satisfaction is considerably lower:

Overall Customer Care Index Scores Based on Contact Method
(on a 1,000-point scale)

Contact method

Index score

Telephone call with customer service representative

774

Industry average

739

Retail store

755

Automated response system*

704

Web-based contact

684

*Includes ARS/CSR and ARS only channels

The study finds that one of the main factors contributing to this performance disparity is the quality of the response provided. A service representative—either over the phone or in person—can answer both initial and follow-up questions from customers and clarify answers.  This kind of flexibility is very limited in both ARS and Web-based contacts.

“As more companies encourage customers to contact them on the Web to save operating costs, they run the risk of increased customer churn if the number of contacts needed to resolve a complaint or issue rises,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “Switching intent is four times as high among those who rate their wireless carrier below average in customer care, so the challenge for wireless carriers is to offer an easy and efficient customer care transaction experience.”

The majority (51%) of telephone contacts are resolved primarily via a service representative. The study also finds that customers are most satisfied with their experience when they can reach a customer service representative quickly and spend only a brief period of time using automated systems to resolve their problem.

“While customers tend to be more satisfied when they can reach a service representative quickly, heavy reliance on live representatives is much more costly for wireless carriers,” said Parsons. “If wireless carriers can drive improvements in satisfaction with non-human interaction channels, overall customer care performance scores will improve dramatically by making the process more intuitive and efficient, and likely so in a much more cost-effective manner.”

T-Mobile ranks highest in wireless customer care performance for a second consecutive time with an overall score of 758. T-Mobile performs particularly well in phone contacts that originate in the ARS channel and are then transferred to a live service representative, and through phone calls made directly to a CSR. Verizon Wireless follows in the overall rankings with a score of 743 and performs well among customers who contact their service representative directly and among customers who contact their carrier online.

The study also finds several key wireless customer care patterns:

• Overall, 36 percent of wireless customers contact their carrier due to service and equipment-related issues, while 32 percent contact for general billing issues; 28 percent for incorrect charges; 23 percent for call quality; and 21 percent for price or cost.
• Wireless customers who indicate that they have had a positive care experience are more loyal and are, therefore, less likely to switch carriers in the future, on average. Among customers who indicate they “definitely will not switch” carriers in the next 12 months, customer care index scores average 810, compared with just 566 among those who say they “definitely will switch”—a difference of 244 points.
• Although the vast majority (88%) of customers get through to their carrier on their first try, 12% of customers are misdirected or put on hold for too long and must make more than one contact. The average wireless customer spends 6.24 minutes on hold when trying to reach their carrier via phone—a substantial increase from 5.27 minutes just six months ago.

The 2011 Wireless Customer Care Performance Study—Volume 1 is based on responses from 9,755 wireless customers who contacted their carrier’s customer care department within the past six months. The study was fielded from July through December 2010.

For more information, to read an article, or view wireless customer care ratings, please visit JDPower.com.

About JD Power and Associates
Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing forecasting, 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. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. Leading brands include Standard & Poor’s, McGraw-Hill Education, Platts energy information services and JD Power and Associates. The Corporation has approximately 21,000 employees with more than 280 offices in 40 countries. Sales in 2010 were $6.2 billion. Additional information is available at http://www.mcgraw-hill.com.

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. /corporate

2014-02-28

jdp-root

WESTLAKE VILLAGE, Calif.: 28 February 2014 — Overall satisfaction among homeowners who filed a property claim improves for the second consecutive year, according to the JD Power 2014 Property Claims Satisfaction Study^SM released today.

While it has been more than 16 months since Superstorm Sandy hit the Northeast, its effects are still being felt in the insurance industry, where customers are expressing their relative dissatisfaction with the claims process. Satisfaction among those who filed a claim for damage caused by Superstorm Sandy averages just 830 in 2014, down from 846 among Sandy-related claimants surveyed shortly after the storm. Overall, however, satisfaction among homeowners insurance customers who filed a property claim between April 2012 and January 2014 averages 840 (on a 1,000-point scale)—up from 836 in the 2013 study.

Compared with 2013, research findings in 2014 show that homeowners insurance customers who filed a non-catastrophic claim in the past year more often received a thorough explanation of their coverage when first reporting their loss; were more promptly notified of what damages were covered; and received their settlement nearly four days faster.

“Starting at the time of first notice of loss, it is crucial for insurers to keep claimants informed of their claim, the estimate of damages, the settlement amount, when work will begin and when it will be completed,” said Jeremy Bowler, senior director of the insurance practice at JD Power. “When major storms hit and insurers have to rely on third parties to assist in managing the large number of claims, service levels often deteriorate fast as each insurer has their own processes and approval requirements. This can sometimes lead to significantly extended claim cycle times.”

The study finds that 15 percent of all claims reported involved a third-party damage inspection, down 5 percentage points from the 2013 study.

KEY FINDINGS

• Overall satisfaction with non-catastrophic claims has increased by 11 index points in 2014, compared with 2013 (843 vs. 832, respectively).


• Overall satisfaction improves in four of the five factors year over year, while satisfaction with first notice of loss is the same as in 2013. The greatest increase in satisfaction is in the settlement factor (+4 points).


• When insurance companies effectively communicate with claimants, those claimants are less likely to escalate their claim to a supervisor. When a supervisor becomes involved, overall customer satisfaction drops by more than 160 index points.


• Timeliness of the communication also plays a role in whether or not a claim gets escalated.  For example, if the settlement terms are provided to the claimant within one day of first notice of loss, only 6 percent of customers escalate the claim.  The rate of escalation increases to 13 percent if the claimant is informed within one week and increases to 18 percent if it takes more than one week. 


• Nearly one-fourth (23%) of Gen Y claimants escalate their claim to a supervisor, compared with 8 percent of Boomers.

Highest-Ranked Insurance Companies

Amica Mutual ranks highest in overall satisfaction with the homeowners insurance claims experience for the third consecutive year, achieving a score of 898. Amica Mutual performs particularly well in all five factors. Erie Insurance ranks second with a score of 877, followed by Nationwide with 858. USAA also achieves high levels of customer satisfaction, although the insurer is not included in the rankings due to the closed nature of its membership.

The study, now in its seventh year, measures satisfaction with the property claims experience among insurance customers who filed a claim for damages covered under their homeowners’ policy by examining five factors: settlement; first notice of loss; estimation process; service interaction; and repair process.

The 2014 Property Claims Satisfaction Study is based on more than 5,500 responses from homeowners insurance customers who filed a property claim between April 2012 and January 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

About McGraw Hill Financial

 

# # #

 

2014-02-26

jdp-root

WESTLAKE VILLAGE, Calif.: 26 February 2014 — The use of long-term loans and leasing for new-vehicle retail sales is on pace to reach record levels in February, according to an analysis by JD Power.

Long-term loans–classified as loans that are 72 months and longer–account for 33.1 percent of new-vehicle retail sales in February 2014, according to data gathered by the Power Information Network® (PIN) from JD Power. If that pace continues, February will set a new record for long-term loans as a percentage of new-vehicle retail transactions in a single month. The current record was set in September 2012, when 30.6 percent of new-vehicle sales were loans of 72 months or longer.

Simultaneously, lease penetration is at its highest level on record, representing 26.5 percent of retail sales in February. The current record for lease penetration in any month is 26.0 percent, which was set in May 2000.

“Longer loan terms, coupled with the current low interest rate environment, increases the affordability of new vehicles for consumers,” said Thomas King, senior director of PIN at JD Power. “This is resulting in strong demand for new vehicles and also record transaction prices.”

The industry is on track to reach its highest-ever average transaction price for the month of February, with prices exceeding $29,000, surpassing the previous record from February 2013 by nearly $400.

King noted that while the increased use of long-term loans has caused concern in the automotive industry about the risks associated with extended purchase cycles, those risks are mitigated by a couple of factors. First, while 72-month loans are becoming increasingly popular, loans for 24 to 60 months are keeping the average term for new-vehicle loans at 66 months, an increase of only three months since 2009. Second, increased leasing, with typical contract lengths of just 36 months, ensures a healthy supply of future vehicle buyers with shorter purchase cycles.

“Unlike buyers who finance their vehicle and have considerable discretion regarding when to return to market, consumers who lease their vehicle must come back into the market when their lease terminates,” said King. “The current level of leasing means there will be a steady and significant stream of lessees returning to market three years from now.”

JD Power also finds that while loans of 84 and 96 months are available to consumers, such loans have yet to compose any meaningful portion of the auto financing market, with 84-month and longer loans comprising only 3 percent of all sales in February.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

About JD Power and Advertising/Promotional Rules

About McGraw Hill Financial

# # #

Severe Weather Disrupts Auto Sales in Early February; However, Recovery Is Expected

2014-02-21

jdp-root

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

February’s new-vehicle retail sales, the most accurate measure of true underlying consumer demand for new vehicles, are forecasted to reach 972,400–a 5 percent increase from February 2013–with the seasonally adjusted annualized rate (SAAR) for retail sales projected to reach 12.7 million.

“Although severe weather impacted sales in early February, the negative effect should be somewhat mitigated since the majority of vehicle sales occur in the second half of the month,” said John Humphrey, senior vice president of the global automotive practice at JD Power.

Humphrey also noted that the underlying health of the industry remains strong as seen through a continuation of record average transaction prices.

“The industry is on track to reach its highest-ever average transaction price for the month of February, with prices exceeding $29,000,” Humphrey said. “This beats the previous record from February 2013 by more than $400.”

JD Power also expects consumer spending on new vehicles–the sum of retail sales multiplied by transaction price–to exceed $28.3 billion in February, also the highest for the month and an increase of nearly $1.7 billion from February 2013.

Total light-vehicle sales in February 2014 are projected to reach 1.2 million units, a 3 percent increase from February 2013. Fleet sales are less than 21 percent of total new-vehicle sales, below the February average of more than 22 percent from the previous two years. Fleet sales for the full year are forecasted to account for 17.8 percent of total sales, slightly higher than 2013. 

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 LMC Automotive

LMC Automotive, formerly JD Power Automotive Forecasting, 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 offices in the United States, the UK, Germany, China 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  www.lmc-auto.com

Overall Satisfaction with the Wireless Purchase Experience Improves among Non-Carrier-Owned Retailers as Device Offerings and Price Promotions Become More Competitive

2014-02-20

jdp-root

WESTLAKE VILLAGE, Calif.: 20 February 2014 — Improvements in the perceived value for the price paid for devices, as well as exceeding customer expectations in pricing and promotional offerings, contribute to an increase in customer satisfaction among wireless customers who complete a sales transaction via non-carrier-owned retail outlets, according to the JD Power 2014 Wireless Purchase Experience Full-Service Study^SM—Volume 1 and the JD Power 2014 Wireless Purchase Experience Non-Contract Study^SM—Volume 1, both released today.

KEY FINDINGS

• Overall purchase experience satisfaction among full-service wireless customers who visited non-carrier-owned stores, such as national retailers and authorized dealers, is 792 (on a 1,000-point scale), compared with 805 among those who visited carrier-owned branded stores.
• The overall purchase experience index has improved by 52 points since 2011 among full-service wireless customers who shopped and purchased at a non-carrier-owned retail location. 
• Satisfaction in the cost of service and offerings and promotions factors increases the most since 2011 (73 and 58 points, respectively) among customers of non-carrier-owned stores. In fact, satisfaction in cost of service and offerings and promotions among these customers match or exceed satisfaction among customers of carrier-owned branded stores.  
• With respect to the purchase experience attributes evaluated in the study, the largest increase in satisfaction is in variety of phone/devices offered, with a 77-point improvement over the same three-year period.
• Company-owned branded stores still generate significantly higher purchase experience scores in the store sales representative channel vs. non-carrier-owned retail outlets (809 vs. 795, respectively). 
• A larger percentage of full-service wireless customers shop at non-carrier-owned stores for a new cellphone/device than at carrier-owned branded stores (24% vs. 19%, respectively). 
• The average total time customers spend completing a sales transaction in a full-service retail store is approximately 55 minutes–an increase of approximately two minutes from six months ago. In comparison, customers purchasing from non-contract carriers spend an average of 56 minutes in a retail store. 

Proactive Communication, Including Using Digital and Social Media, Is Key to Improved Business Customer Satisfaction with Electric Utility Companies

2014-02-12

jdp-root

WESTLAKE VILLAGE, Calif.: 12 February 2014 — Improved proactive communication using such direct and electronic channels as text messages, email notifications and blogs is helping electric utility providers improve satisfaction among their business customers, according to the JD Power 2014 Electric Utility Business Customer Satisfaction Study^SM released today.

The study includes U.S. electric utilities each serving more than 25,000 businesses. More than 90 utility brands serving a total of  nearly 12 million business customers are included in the study. Overall customer satisfaction is measured by examining six factors: power quality and reliability; billing and payment; corporate citizenship; price; communications; and customer service.

KEY FINDINGS 

Study Rankings

East Region

Midwest Region

South Region

West Region

About JD Power and Advertising/Promotional Rules

Customer Service Re-Contact Rate Is Rising among Wireless Customers

2014-02-06

jdp-root

WESTLAKE VILLAGE, Calif.: 6 February 2014 — When wireless customers are not able to have their service inquiry resolved on the first contact, thus having to re-contact their carrier and spend additional time on the phone, customer satisfaction declines, according to the JD Power 2014 U.S. Wireless Customer Care Full-Service Performance Study^SM—Volume 1 and the JD Power 2014 U.S. Wireless Customer Care Non-Contract Performance Study^SM—Volume 1, both released today.

KEY FINDINGS

• The re-contact rate among full-service wireless customers who contact their carrier by phone has risen to 23 percentage points from 17 percentage points in 2011, a 6 percentage point increase in two years.
• Among full-service wireless customers who resolve their issue during a single phone call, satisfaction is 846 (on a 1,000-point scale) and declines to 662 when problem resolution takes two or more calls.  
• When customer service hold times are less than 5 minutes, overall customer care satisfaction is 843, compared with 603 when hold times are 15 minutes or longer.
• The likelihood of full-service wireless customers switching carriers increases from 16 percent when their service call lasts less than 5 minutes to 30 percent when their call lasts 15 minutes or more.
• Less than one-fifth (17%) of full-service wireless customers indicate that their most recent customer service inquiry was resolved in 5 minutes or less, while 20 percent indicate that resolution took 25 minutes or more. 
• Satisfaction among full-service wireless customers whose problem is resolved by a representative over the phone in less than 5 minutes is 881. Satisfaction among those full-service wireless customers who experience calls in excess of 25 minutes declines to 604. 
• More than one-fourth (26%) of the re-contact calls lasting more than 25 minutes are the result of a previous customer contact that was not resolved either by visiting a retail or carrier website.

Media Relations Contacts

John Tews; Troy, Mich.; (248) 680-6218; [email protected]
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

About JD Power and Advertising/Promotional Rules

About McGraw Hill Financial

 

Brocade Recognized for Excellence in Certified Technology Service and Support Program

2014-01-30

jdp-root

“By passing rigorous standards of the certification process, Brocade demonstrates a strong commitment to delivering the highest quality of service and support to its customers,” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power. “Brocade has created a highly customer-focused culture that stresses the importance of meeting customer needs at every touch point.”

JD Power evaluated Brocade 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 Brocade’s global customer base to establish an overall customer satisfaction index score, as well as on-site audits at Brocade facilities. 

2014-01-29

jdp-root

WESTLAKE VILLAGE, Calif.: 29 January 2014 — Automotive manufacturers (OEMs) are increasingly deploying websites with responsive design technology—more than 20 percent of auto manufacturer websites have implemented this technology—enabling new-vehicle shoppers to view the same website content across a variety of devices and screen sizes, according to the JD Power 2014 Manufacturer Website Evaluation Study^SM (MWES)—Winter (formerly MWES-Wave 1) released today.

Shoppers viewing websites with responsive design using a desktop computer are similarly satisfied compared with those viewing traditional automotive OEM websites. The challenge remains, however, for auto manufacturers to provide a comparably satisfying experience among shoppers using mobile devices. OEMs who transition to responsive design must consider how their navigational framework and website content will affect mobile users as well.

The semiannual study, now in its 15th year, measures the usefulness of automotive manufacturer websites during the new-vehicle shopping process by examining four key measures (in order of importance): information/content, navigation, appearance and speed.

“Developing robust and easy-to-use navigation and offering the right amount of content is critical for websites that are transitioning to a single responsive design site,” said Arianne Walker, senior director, automotive media & marketing at JD Power. “Considering that the majority of new-vehicle shoppers gather digital information about a vehicle prior to visiting a dealer showroom, the manufacturer website is critical to helping them decide to head to the dealership. If the site does not function well or takes a long time to load the page content, some shoppers may turn to other sources, where they may discover other brands and models, or even lose confidence in the brand itself and cross the vehicle off their shopping list.”

KEY FINDINGS

• Seven of the 33 automotive brands (21%) have implemented responsive design technology in their websites. Those manufacturers who transitioned to responsive design all completely redesigned their websites in the process.
• Those OEM sites in the 2014 MWES–Winter that have implemented responsive design since the last reporting period in July 2013 have maintained website satisfaction among new-vehicle shoppers viewing their website using desktop computers (821 vs. 827 on a 1000-point scale, respectively). Additionally, there is only a 3-point gap in satisfaction scores between new-vehicle shoppers viewing responsive design websites (820) and those using a traditional website (823) on desktop computers.
• Among automotive shoppers on desktop computers who are “delighted” with their experience on a manufacturer’s website (satisfaction index score 901 and greater), 73 percent are more likely to test drive a vehicle after visiting the manufacturer website, compared with only 16 percent of “disappointed” shoppers (satisfaction index score of 500 or less).
• When using a traditional website, satisfaction is 35 points higher among shoppers who maximize their browser, compared with shoppers who viewed the website in a windowed mode. When using a responsive design website, satisfaction is only 10 points higher among shoppers who maximize their browser, compared with shoppers who viewed in windowed mode, indicating a more consistent experience.

Study Rankings

Acura ranks highest (859), for a second consecutive time, followed by Jeep (851) and Infiniti (850).  Overall satisfaction with automotive brand websites averages 822.

The JD Power 2014 Manufacturer Website Evaluation Study—Winter is based on responses from 9,469 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded November 7, 2013, through December 4, 2013.

Media Relations Contacts

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

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

About JD Power and Advertising/Promotional Rules

About McGraw Hill Financial

Are Young Consumers Really Not Interested in New Vehicles?

2014-01-24

jdp-root

WESTLAKE VILLAGE, Calif.: 24 January 2014 — Despite popular sentiment that consumers 25 years old and younger are really not interested in buying a vehicle, this group of consumers has represented a steadily increasing proportion of total retail automotive sales since 2009,¹ and those young drivers who purchase a new vehicle are enthusiastic about ownership, according to the recently released JD Power 2014 U.S. Automotive Media and Marketing Report^SM —Winter.

The report, conducted since 1987, provides a comprehensive strategic perspective on the factors that influence new-vehicle purchases, as well as attitudinal, lifestyle, recreational and media consumption behaviors.

“There is a lot of discussion today about many young consumers not having the resources, interest or even passion to own a new vehicle,” said Arianne Walker, senior director, automotive media & marketing at JD Power. “However, this age group really is passionate about vehicle ownership, their driving experience and the image associated with the vehicle they buy. Not only do they enjoy driving, but they also see their vehicle as a reflection of their identity. They want to personalize their vehicle with options and features, and tend to view it as an extension of their personality.”

KEY FINDINGS

• Image and Personalization: Among young vehicle drivers who purchase a new vehicle 33 percent say they “completely agree” that they like their vehicle to stand out from the crowd, while just 20 percent of new-vehicle drivers across all age groups say the same. Additionally, 27 percent of young drivers say they “completely agree” they want to equip their vehicle with options and features to personalize it, compared with 20 percent of all new-vehicle drivers. Nearly twice as many drivers 25 years and younger say they “completely agree” that others can tell a lot about them by their vehicle, compared with all new-vehicle drivers (19% vs. 10%, respectively).        

• Joy of Driving: These young drivers have a passion for driving. Nearly one-fourth (22%) of young drivers say they “completely agree” they like to drive on challenging roadways with hills and curves, and 41 percent indicate they prefer a vehicle with responsive handling and powerful acceleration vs. the industry averages (13% and 36%, respectively).  

• Pride of Ownership: Young drivers take pride in ownership, with 29 percent indicating they wash and wax their vehicle themselves, compared with the industry average of 24 percent

According to PIN:

• Young new-vehicle buyers are responsible for more than 6 percent of all new-vehicle acquisitions.
• The average lease penetration among young buyers has increased to 23 percent in 2013 from a low of 13 percent in 2009.
• The average finance term for young vehicle buyers was 68 months in 2013, roughly 3 months longer than the industry average.  Longer terms are an effective tool to allow young buyers achieve affordable monthly payments despite higher transaction prices.

According to Walker, these attitudes and sentiments of young drivers about their vehicles have increased by an average of 6 percentage points in 2014 since 2009, reinforcing the fact that young drivers really do have an interest in new vehicles and are emotionally connected to the vehicle they purchase.

The 2014 U.S. Automotive Media and Marketing Report—Winter is based on a nationwide survey of 32,612 principal drivers of recently purchased or leased new vehicles. The report is based on drivers who acquired their vehicle between May 2012 and April 2013.

Media Relations Contacts

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