Category: United States

Satisfaction with the Wireless Customer Care Experience Differs Considerably Between Contract and Non-Contract Users

2011-07-28

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WESTLAKE VILLAGE, Calif: 28 July 2011 — Overall customer service satisfaction is much higher among wireless contract-based customers than those who subscribe to prepaid or non-contract service plans, according to the JD Power and Associates 2011 U.S. Wireless Customer Care Performance Full-Service Study^SM—Volume 2 and the 2011 U.S. Wireless Customer Care Performance Non-Contract Study^SM—Volume 2, both released today.

Now in its ninth year, the semiannual study provides a detailed report card on how well wireless carriers provide service to their customers via 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.

Among customers who sign a contract for wireless service, overall customer care performance averages 761 on a 1,000-point scale—23 index points higher than the average satisfaction among non-contract subscribers (738). One of the main factors contributing to this performance disparity is service contacts that originate in the ARS channel that are eventually transferred to a live service representative. Specifically, non-contract customers report  longer hold times than contract customers do when waiting to speak to a service representative. Among non-contact customers, reported hold time averages more than one minute longer than among contract customers (5.5 vs. 4.4 minutes, respectively).

“It is not unexpected that hold times are shorter for contract customers, since full-service providers generally have access to existing account information that helps identify the customer immediately once contact is made,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “There is also a disparity between the contract and non-contract segments in terms of the quality of the experience with the service representative. In particular, non-contract customers are considerably less satisfied than are contract customers in the areas of knowledge about plans; personal concern for customers; and apathy towards customers.”  

According to Parsons, treating customers with respect by personalizing the transaction should not differ among customers in each segment, regardless of their tenure or the monetary value to the provider. This personalization is even more critical among customers in the non-contract segment, as the frequency of switching providers is 2.5 times higher, compared with contract customers (21% vs. 8%).

Verizon Wireless ranks highest in wireless customer care performance among full-service providers with an overall score of 770. Verizon Wireless 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. T-Mobile follows in the overall rankings with a score of 766 and performs well among customers who contact their carrier online or through the ARS-only channel.

Boost Mobile ranks highest in overall customer care satisfaction among non-contract service providers, with an overall score of 763. This overall score is comparable to the high-performing full-service provider scores. The company 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.

The study also finds several key wireless customer care patterns:

• Among full-service customers who contacted their carrier to report a specific problem, 40 percent of calls were due to a phone repair/malfunction issue, while 14 percent of customers reported problems with an incorrect bill or network connection issues. Conversely, among those who contacted their carrier with a general question, 39 percent of calls pertained to inquiries about product/services, 23 percent were for general billing issues and 11 percent were for service coverage.
• 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 full-service customers who indicate they “definitely will not switch” carriers in the next 12 months, customer care index scores average 834, compared with just 618 among those who say they “definitely will switch”—a difference of 216 points.
• Despite owning phones with more complicated features, satisfaction among wireless customers with smartphones is comparable with the customer care experience of those with traditional mobile phones (757 vs. 756, respectively). However, smartphone owners, compared with traditional phone owners, are significantly more likely to have contacted their carrier with an issue during the past six months (48% vs. 35%, respectively).

The 2011 Wireless Customer Care Full Service Study—Volume 2 is based on responses from 8,154 wireless customers. The 2011 Wireless Customer Care Non-Contract Study—Volume 2 is based on responses from 1,460 wireless customers. Both studies are among current subscribers who contacted their carrier’s customer care department within the past six months. The study was fielded from January through June 2011.

For more information on customer satisfaction with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, 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. With leading brands including 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

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• While 62 percent of full-service customers indicate that their most recent purchase experience occurred in a retail store location, 19 percent say that their most recent sales transaction occurred via phone, and an additional 19 percent occurred via the online channel. This differs considerably from non-contract customers–27 percent say their most recent purchase transaction occurred online, and only 11 percent indicate that it was via phone.
• The average total time customers spent in the full-service retail store to complete the sales transaction is approximately 55 minutes–an increase of approximately 2 minutes from six months ago. In comparison, customers making purchases from non-contract carriers indicate spending just 45 minutes in the retail store.
• Satisfaction with the overall purchase experience among other retailers, such as Apple, Best Buy, Costco, RadioShack and Wal-Mart, averages 741 index points–which is 19 points lower than among stores owned by full-service wireless carriers. 

About JD Power and Associates

About The McGraw-Hill Companies

Avaya Recognized for Excellence in Certified Technology Service and Support Program for a Fourth Consecutive Year

2012-02-14

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WESTLAKE VILLAGE, Calif.: 15 February 2012 — Avaya, a global provider in business collaboration systems, software and services, has achieved certification for a fourth consecutive year under the JD Power and Associates Certified Technology Service and Support Program.^SM This distinction recognizes Avaya for delivering “An Outstanding Customer Service Experience.” 

Jointly developed by JD Power and Associates 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. 

“By passing continually evolving standards of the certification program for four years in a row, Avaya has confirmed a strong commitment across the organization to delivering the highest value of service and support to its customers,” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power and Associates. “Maintaining the customer at the center of the decision-making process, along with a focused alignment of internal procedures, is what allows organizations to support this kind of distinction over time.” 

“This is the fourth consecutive year Avaya has demonstrated an outstanding ability to deliver the highest quality service and support to their North America customers,” said Joanne Weigel, senior director of organizational development programs at TSIA. “During annual intensive audits against TSIA’s Excellence in Service Operations best practices, Avaya continues to demonstrate they exceeded industry practices in several key areas.  These continuous results are a strong demonstration of Avaya’s commitment to their support customers.” 

“Earning the JD Power and Associates certification for four years in a row underscores Avaya’s commitment to serving our customers in the communications and collaboration market,” said Mike Runda, vice president of Global Support Services, Avaya Client Services. “The strategies, people, processes and tools that we’ve implemented to support Avaya solutions are having tangible results in delighting our customers.  In the next few months, we will have more exciting news to share that will provide new value for clients and partners.” 

To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies nationwide offering technology support, based on JD Power and Associates’ 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 and Associates evaluated Avaya on its assisted service over the phone, its non-assisted Web knowledge base and self-help service problems, as well as its on-site field service support. For the certification, JD Power and Associates conducted a survey of Avaya’s customer base to establish an overall customer satisfaction index score and conducted an onsite audit at an Avaya facility. 

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

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates 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. 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

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

About TSIA

The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. 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 and telecom, consumer technologies and carriers, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together. www.tsia.com

Overall Satisfaction among Business Customers of Electric Utilities Increases Notably, But Satisfaction Lags among Businesses That Spend the Least on Electricity

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WESTLAKE VILLAGE, Calif.: 15 February 2012 — Overall business customer satisfaction with electric utility companies has improved notably from 2011, but satisfaction among businesses with the smallest monthly average electric bills trails behind that of businesses that spend more, according to the JD Power and Associates 2012 Electric Utility Business Customer Satisfaction Study^SM released today.

The study is based on interviews with representatives of more than 24,300 U.S. businesses that spend more than $250 monthly on electricity.  More than 90 utility brands serving a total of more than 11.7 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.

Overall satisfaction among business customers averages 657 on a 1,000-point scale in 2012, an improvement of 15 points from 2011. While satisfaction has improved in all six factors, the greatest gains have occurred in customer service, corporate citizenship and billing and payment.

“Utilities have invested in improving their websites, online bill formats, and business service call centers, which has led to an impressive increase in overall satisfaction,” said John Hazen, senior director of the energy utility practice at JD Power and Associates. “Customers contacted their utility company by phone and online more frequently in 2012 than in 2011, but utilities still managed to raise satisfaction with customer service despite the increased volume.”

While overall satisfaction among business customers has improved in 2012, there are distinct differences in satisfaction between businesses, based on their monthly bill amounts. The study finds that overall satisfaction is highest (averaging 666) among businesses that spend at least $50,000 monthly on electricity. Satisfaction among businesses that spend between $500 and $49,000 each month averages just two points lower–664. However, satisfaction among businesses that spend between $250 and $499 each month on electricity is considerably lower–645, on average.

“Utilities already do a good job of understanding the needs and preferences of larger businesses, and have adapted their communications and operations to best suit the needs of these customers,” said Hazen. “However, there is an opportunity to focus on satisfying smaller businesses. This may include reinforcing awareness of energy conservation programs and providing customized business contact.”

Within each geographic region included in the study, utility providers are classified into one of two segments: large (serving 85,000 or more business customers) and midsize (serving between 25,000 and 84,999 business customers). Rankings within each region and segment are as follows:

East Region

Jersey Central Power & Light ranks highest among large electric utility providers in the East Region. Among midsize electric utilities in the East Region, Central Maine Power ranks highest.

Midwest Region

In the Midwest Region, MidAmerican Energy ranks highest among large electric utilities and receives an award for a second consecutive year, while Omaha Public Power District ranks highest among midsize brands.

South Region

Alabama Power ranks highest among large utilities in the South Region for a second consecutive year. Among midsize electric utilities, CPS Energy ranks highest.

West Region

For a third consecutive year, SRP (formerly known as Salt River Project) ranks highest among large electric utilities in the West Region. Among midsize electric utility providers, Idaho Power and SMUD (formerly known as Sacramento Municipal Utility District) rank highest in a tie.

The study also finds that 16 percent of customers in 2012 indicate they have a smart meter installed at their business. Satisfaction among customers whose businesses have a smart meter installed averages 85 points higher than among business customers without a smart meter (734 vs. 649, respectively). In addition, among business customers who indicate they are not aware of their utility’s smart meter or smart grid efforts, satisfaction averages 630. In comparison, satisfaction averages 709 among customers who say they are aware of their utility’s smart meter and smart grid efforts.

The 2012 Electric Utility Business Customer Satisfaction Study is based on responses from 24,385 online interviews with business customers of the 95 largest utility brands across the United States. The study was fielded from May to August 2011 and September to December 2011.

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. JD Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

Capital One U.S Credit Card, Retail Banking and Small Business Credit Card Servicing Call Centers Recognized for Providing an Outstanding Customer Service Experience

2012-02-06

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WESTLAKE VILLAGE, Calif.: 7 February 2012 — Capital One has been recognized for customer service excellence for its U.S. credit card, retail banking and small business credit card servicing call centers under the JD Power and Associates Call Center Certification Program.^SM The Call Center Certification Program distinction acknowledges a strong commitment by the company’s call centers to provide “An Outstanding Customer Service Experience.” The Capital One small business card servicing call center achieves certification for a second consecutive year. 

To become certified, the call center operations, located in Richmond, Va., successfully passed a detailed audit of more than 100 practices that encompass the call center’s customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, JD Power and Associates also conducted a random survey of Capital One U.S. credit card, retail banking and small business credit card customers who recently contacted its call center. 

“Capital One is to be congratulated on this noteworthy achievement, which demonstrates its commitment to providing an outstanding customer experience across each of their certified business lines,” said Mark Miller, senior director of the global contact center practice at JD Power and Associates. “What is particularly impressive about their most recent certifications is how Capital One managed, collaborated and utilized both internal and external resources to meet the needs of Capital One’s large U.S. customer base, and how the commitment to the customer was present no matter where we went.” 

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ 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. 

“Capital One made a commitment several years ago to transform our customer experience, and these certifications are milestones that demonstrate our progress even as we continue to raise our game,” said Heather Cox, EVP of Capital One Card Operations. “Our customer satisfaction scores have been consistently rising across the board at Capital One, and our associates are working tirelessly to deliver exceptional service to our customer.” 

The Call Center Certification Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call 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 Call Center Certification Program, 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 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

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

Bank of America’s Merrill Edge Call Centers Recognized for Providing an Outstanding Customer Service Experience

2012-02-05

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WESTLAKE VILLAGE, Calif.: 6 February 2012 — Merrill Edge has been recognized for customer service excellence under the JD Power and Associates Call Center Certification Program.^SM The Call Center Certification Program distinction acknowledges a strong commitment by the company’s call centers to provide “An Outstanding Customer Service Experience.” 

To become certified, the call center operations, located in Chandler, Ariz., Charlotte, N.C., Hopewell, N.J., Jacksonville, Fla., and Lincoln, R.I., successfully passed a detailed audit of more than 100 practices that encompass the call center’s customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, JD Power and Associates also conducted a random survey of Merrill Edge customers who recently contacted one of its call centers. 

“Merrill Edge has demonstrated true dedication to their customers by earning our call center certification and is to be congratulated on this considerable achievement,” said Mark Miller, senior director of the global contact center practice at JD Power and Associates. “According to our research, customers report that the courtesy, concern and knowledge displayed by Merrill Edge’s customer service representatives were differentiators in their experience.”  

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ 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. 

“This designation acknowledges the strong commitment Merrill Edge has to providing customers with a positive and superior experience that exceeds their expectations,” said Alok Prasad, head of Merrill Edge.  “We will continue to listen to our customers and make ongoing improvements to deliver outstanding service to them.” 

The Call Center Certification Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call 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 Call Center Certification Program, 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 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

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

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• More than one-third (38%) of full-service wireless customers who resolved their issue via the online channel say they used their carrier’s online chat function for customer service, an increase of two percentage points from July 2011. In addition, satisfaction is higher among customers who use the online chat function (749) than among customers who research information on their carrier’s website (734); email their carrier directly (721); or utilize online user forums (664). 
• Satisfaction averages 100 points higher (733) among non-contract customers who are initially addressed by a representative with the experience and understanding needed to resolve their issue, compared with customers who are transferred or referred to another representative (633).
• Approximately 40 percent of smartphone customers who contacted their carrier with a problem did so because they had a device malfunction or were experiencing repair-related issues. 

About JD Power and Associates

About The McGraw-Hill Companies

Auto Insurance Claims Satisfaction Remains Steady, Despite an Increase in Claims Filing and Repair Times

1970-01-01

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WESTLAKE VILLAGE, Calif.: 31 January 2012 — Overall customer satisfaction with the auto claims experience remained stable during the fourth quarter of 2011, despite an increase in the number of auto insurance claims and the amount of time needed to repair vehicles, according to the JD Power and Associates 2012 Auto Claims Satisfaction Study^SM–Wave 1 released today. 

An increase in claims due to weather-related damage led to higher volumes at repair shops during the fourth quarter of 2011. For vehicles that were ultimately repaired, it took an average of 8.5 days for customers to get their repaired vehicle back from the shop, nearly one full day longer than the average of 7.8 days during the third quarter of 2011. However, overall customer satisfaction remained relatively flat, averaging 855 on a 1,000-point scale during the fourth quarter of 2011, compared with 854 during the third quarter and 848 during the second quarter of 2011. 

“Auto body shops handled the increased repair volume well, and insurance companies did a good job of keeping their customers informed, which helped manage customer expectations,” said Jeremy Bowler, senior director of the insurance practice at JD Power and Associates.  “Communication between insurance companies and their customers is vital to satisfaction during the claims process.  Customers tend to be significantly more satisfied when their insurer lets them know when they can expect their vehicle to be fixed and then provides updates along the way, than are customers whose insurance company provides less communication.” 

While the frequency with which insurance companies communicate with their customers plays a vital role in overall satisfaction, the way in which customers communicate with their insurance company also has a notable effect. 

The study finds important shifts in the way customers report vehicle damage to their insurance company.  For example, several agency-based carriers appear to be encouraging their customers to contact a call center rather than their agent to file a claim, a practice sometimes referred to as direct first notice of loss. While customer satisfaction with the direct method is steadily improving–from an average of 849 during the second quarter of 2011 to 862 during the fourth quarter–satisfaction is still greater among those customers who file directly with their agent.  Overall customer satisfaction among customers who filed a claim with their agent averaged 886 during the fourth quarter of 2011, up from 879 in the second quarter. 

“Not all customers want to work with an agent; some just want to file their claim in the quickest and easiest way possible, whether that be through a call center or online,” said Bowler. “There still is a significant share of customers who prefer the personal interaction they get with an agent because they value working directly with a person they know.”  

The study measures customer satisfaction with the claims experience for auto physical damage loss. Depending on the complexity of a claim, the claimant may experience some or all of the following factors measured in the study: first notice of loss; service interaction; appraisal; repair process; rental experience; and settlement. Settlement is the most important factor in overall satisfaction among both total loss and repair claimants. 

The 2012 U.S. Auto Claims Satisfaction Study–Wave I is based on more than 3,500 responses from auto insurance customers who filed a claim within the past 6 months. The study excludes claimants whose vehicle only incurred glass/windshield damage or was stolen, or who only filed roadside assistance claims. Wave I of the study was fielded between November and December 2011.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates 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. 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

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide.  McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates.  With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries.  Additional information is available at http://www.mcgraw-hill.com/. 

Liberty Mutual Insurance’s Service Call Centers Recognized for Providing an Outstanding Customer Service Experience

2012-01-23

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WESTLAKE VILLAGE, Calif.: 24 January 2012 — Liberty Mutual Insurance’s service call centers have been recognized for call center customer satisfaction excellence under the JD Power and Associates Call Center Certification Program.^SM The Call Center Certification Program distinction acknowledges a strong commitment by Liberty Mutual’s service call center operations to provide “An Outstanding Customer Service Experience.” 

Liberty Mutual Insurance’s service call centers, located in Mishawaka, Ind., New Castle, Pa., Phoenix, Ariz., Springfield, Mass., and Tampa, Fla., handle approximately 6.5 million telephone calls from auto and home insurance customers annually.  To become certified, the call 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 and Associates conducted a random survey of Liberty Mutual customers who recently contacted its call centers. 

“With excellent performance across the board for all aspects of the interactive voice response (IVR) and the customer service agent, Liberty Mutual Insurance’s service call centers are to be congratulated for earning certification,” said Mark Miller, senior director of the global contact center practice at JD Power and Associates.  “Liberty Mutual’s service call centers performed particularly well in getting callers to the customer service representatives quickly and then solving the issue quickly. In this time-starved world we live in, Liberty Mutual’s service call center strategy is to be highly responsive to customer needs when utilizing the phone channel has definitely resonated with its customers.” 

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ 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. 

“This prestigious honor demonstrates that ‘customer service excellence’ is more than a Liberty Mutual business goal, it’s a daily operational reality,” said Tim Sweeney, Liberty Mutual Insurance president, Personal Markets.  “In an intensely competitive industry, our success largely depends on delighting our customers, and each day our call center professionals live up to that responsibility.” 

The Call Center Certification Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call 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 Call Center Certification Program, 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 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

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide.  McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates.  With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries.  Additional information is available at http://www.mcgraw-hill.com/. 

MS LifeLines^® Recognized for Providing an Outstanding Customer Service Experience

2012-01-22

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WESTLAKE VILLAGE, Calif.: 23 January 2012 — MS LifeLines, sponsored by EMD Serono, Inc. and Pfizer Inc., has been recognized for call center customer satisfaction excellence under the JD Power and Associates Call Center Certification Program.^SM The Call Center Certification Program distinction acknowledges a strong commitment by the MS Lifelines call center operations to provide “An Outstanding Customer Service Experience.” 

To become certified, the call center operations successfully passed a detailed audit of more than 100 practices that encompass the call center’s customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, JD Power and Associates also conducted a random survey of MS Lifelines customers who recently contacted its call center, located in Rockland, Mass. 

“The MS Lifelines call center is to be congratulated on becoming certified, as this reflects its strong commitment to customer service,” said Mark Miller, senior director of the global contact center practice at JD Power and Associates.  “Our research indicates that MS Lifelines customers were impressed with the level of concern demonstrated during the call, which is particularly important when supporting patients diagnosed with serious medical conditions such as multiple sclerosis.”   

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ 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 customer’s 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. 

“Receiving the JD Power and Associates Call Center Certification Program distinction demonstrates the dedication of the MS LifeLines call center specialists who are focused on customer service excellence,” said James Hoyes, president of EMD Serono, Inc. “We are honored that the MS LifeLines’ call center has earned the JD Power and Associates certification.” 

The Call Center Certification Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call 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 Call Center Certification Program, 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

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide.  McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates.  With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries.  Additional information is available at http://www.mcgraw-hill.com/.