Category: United States

The Valley Hospital Recognized for Providing an Outstanding Inpatient Experience for a Ninth Consecutive Time and an Outstanding Emergency Department Experience for a Second Consecutive Time

2012-01-19

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WESTLAKE VILLAGE, Calif.: 20 January 2012 — The Valley Hospital has been recognized for service excellence under the JD Power and Associates Distinguished Hospital Program.^SM This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Inpatient Experience” and “An Outstanding Emergency Department Experience.” This is the ninth consecutive year the hospital has been recognized for its inpatient services, and the second consecutive year it has been recognized for its emergency department services.

“In achieving certification of both the emergency department and the inpatient unit, The Valley Hospital demonstrates its ability to provide outstanding service from the moment patients arrive at the hospital to the time they are discharged,” said John Clark, director of the healthcare practice at JD Power and Associates.

The service excellence distinction was determined by surveying recently discharged patients about their perceptions of their hospital visit and comparing the results to the national benchmarks established in the annual JD Power and Associates National Hospital Service Performance Study.^SM

The telephone-based research conducted among The Valley Hospital patients focuses on the five key drivers of patient satisfaction with their overall experience. These drivers, which were identified in the national study, are speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.

The Valley Hospital exceeds the national benchmark study score for inpatient and emergency patient satisfaction. The hospital performs particularly well compared with the national study in providing patients with dignity and respect and receives notably high ratings from inpatients for the courtesy of doctors and tests and treatments personnel. Emergency services patients indicate they are particularly pleased with the courtesy of the venipuncture staff and the nurses.

The Valley Hospital also performs particularly well in providing patients with emotional support. The hospital receives high ratings from inpatients for their confidence and trust in the doctor’s skill level and the treatment of family and friends. Among emergency patients, the hospital receives high ratings for the treatment of family and friends and for confidence and trust in the radiology personnel’s skill level.

More than three-fourths (77%) of inpatients say they would recommend the hospital to others, while 79 percent say they would return to the facility if needed.

“We are committed to clinical quality and patient satisfaction,” said Audrey Meyers, president and CEO of The Valley Hospital. “These outstanding recognitions are a demonstration to the priority Valley staff and physicians place on achieving the highest-quality clinical outcomes, while delivering the most compassionate care.”

Nongovernmental, acute-care hospitals throughout the nation are eligible for the JD Power and Associates Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which time the hospital may reapply for this recognition.

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/.

 

Global Experience Specialists (GES) Recognized for Providing an Outstanding Customer Service Experience for a Fourth Consecutive Year

2012-01-03

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WESTLAKE VILLAGE, Calif.: 4 January 2012 — Global Experience Specialists (GES) has been recognized for call center customer satisfaction excellence for a fourth consecutive year under the JD Power and Associates Call Center Certification Program.^SM The Call Center Certification Program distinction acknowledges a strong commitment by GES 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 GES customers who recently contacted its call center, located in Las Vegas.

“For a fourth consecutive year, Global Experience Specialists has earned this distinction and is to be congratulated on this significant achievement,” said Mark Miller, senior director of the global contact center practice at JD Power and Associates. “Call center customers report that GES’ interactive voice response (IVR) experience was excellent, and that the GES agents were courteous as they solved customer issues quickly during the interaction.”    

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.

“GES was the first in the industry to develop a centralized call center, and we continue to raise the bar in providing superior service,” said Steve Moster, GES president. “Earning certification by JD Power and Associates for a fourth year in a row is a great honor that recognizes the investment we have made in the training and development of our dedicated team members and in the call center’s technology.” 

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/. 

 

Shoals Hospital Recognized for Providing an Outstanding Inpatient Experience

2011-12-12

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WESTLAKE VILLAGE, Calif.: 13 December 2011 — Shoals Hospital has been recognized for service excellence under the JD Power and Associates Distinguished Hospital Program.^SM This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Inpatient Experience.”

“Shoals Hospital—a first-time JD Power Distinguished Hospital for inpatient services—has demonstrated strong performance in our assessment, which reflects its underlying culture and passion for service excellence,” said John Clark, director of the healthcare practice at JD Power and Associates. “Staff at all levels—including physicians, nurses, technicians and support staff—contribute to the hospital’s strong performance.”

The service excellence distinction was determined by surveying recently discharged patients about their perceptions of their hospital visit and comparing the results to the national benchmarks established in the annual JD Power and Associates National Hospital Service Performance Study.^SM

The telephone-based research conducted among Shoals Hospital patients focuses on the five key drivers of patient satisfaction with their overall experience. These drivers, which were identified in the national study, are speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.

Shoals Hospital exceeds the national benchmark study score for inpatient satisfaction and performs particularly well, compared with the national study, in providing patients with dignity and respect. The hospital receives particularly high ratings for the courtesy of doctors and the respect for privacy.

The hospital also performs well in providing inpatients with information and communication support, particularly with the doctor’s ability to explain conditions/treatments, as well as providing clear explanations of how to manage care after leaving the facility.

More than one-half (53%) of inpatients say they “definitely will” return to the facility if needed, while 54 percent say they would recommend the facility to their family and friends. Compared with the national average, 44 percent of patients indicate they have much more trust and confidence in Shoals Hospital after their more recent stay.

“We are pleased and excited to have this recognition from JD Power and Associates,” said C. Ross Berry, chief executive officer at Shoals Hospital. “Outstanding inpatient service is something we provide day-in and day-out at Shoals, and this award demonstrates the high-quality service our employees give our patients.”

Nongovernmental, acute-care hospitals throughout the nation are eligible for the JD Power and Associates Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which time the hospital may reapply for this recognition.

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 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, S&P Capital IQ, S&P Indices, Platts energy information services and McGraw-Hill Education. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. On September 12, 2011, the Corporation announced its intention to separate into two public companies – McGraw-Hill Markets (working name), primarily focused on global capital and commodities markets and McGraw-Hill Education focused on digital learning and education services worldwide. Additional information is available at http://www.mcgraw-hill.com/.

 

Freeman Customer Support Center Recognized for Providing an Outstanding Customer Service Experience for a Second Consecutive Year

2011-12-05

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WESTLAKE VILLAGE, Calif.: 6 December 2011 — Freeman Customer Support Center has been recognized for call center customer satisfaction excellence for a second consecutive year under the JD Power and Associates Call Center Certification Program.^SM The Call Center Certification Program distinction acknowledges a strong commitment by the Freeman Customer Support Center 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 Freeman Customer Support Center customers who recently contacted its call center, located in Grand Prairie, Texas.

“With very solid performance across the board, Freeman Customer Support Center has earned certification for another year,” said Mark Miller, senior director of the global contact center practice at JD Power and Associates. “The continuation of Freeman Customer Support Center’s certification really speaks to the company’s dedication to the customer.” 

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.

“We are very pleased to have achieved the 2011 Call Center Certification from JD Power and Associates,” said Katy Wild, executive vice president of customer relations at Freeman. “This is the second year in a row our Customer Support Center has been recognized. Providing the best possible overall customer experience continues to be the top priority at Freeman, and this certification is a demonstration of our team’s devotion to providing exceptional service day in and day out.”

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 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, S&P Capital IQ, S&P Indices, Platts energy information services and McGraw-Hill Education. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. On September 12, 2011, the Corporation announced its intention to separate into two public companies – McGraw-Hill Markets (working name), primarily focused on global capital and commodities markets and McGraw-Hill Education focused on digital learning and education services worldwide. Additional information is available at http://www.mcgraw-hill.com/.

 

Northside Hospital Recognized for Providing Outstanding Maternity Experience for a Third Consecutive Year

2011-12-04

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WESTLAKE VILLAGE, Calif.: 5 December 2011 — Northside Hospital, located in Atlanta, Ga., has been recognized for service excellence for a third consecutive year under the JD Power and Associates Distinguished Hospital Program.^SM This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Maternity Experience.”

“In earning this distinction for maternity services, Northside Hospital has once again demonstrated its commitment to service excellence by creating a highly patient-focused culture at every touch point for expectant mothers,” said John Clark, director of provider programs at JD Power and Associates. “This recognition distinguishes the care the facility provides and places it within an elite group of hospitals nationwide.”

The service excellence distinction was determined by surveying recently discharged maternity patients about their perceptions of their hospital visit and comparing the results to the national benchmarks established in the annual JD Power and Associates National Hospital Service Performance Study.^SM

The telephone-based research conducted among Northside Hospital maternity patients focuses on the five key drivers of patient satisfaction with their overall experience. These drivers, which were identified in the national study, are speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.

Northside Hospital exceeds the national benchmark study score for overall maternity services satisfaction. The hospital performs well, compared with the national study, in providing maternity patients with dignity and respect.

The hospital also performs well in providing maternity patients with emotional support. Northside Hospital receives high ratings from maternity patients for their confidence and trust in the doctor’s skill level and the nurses’ willingness to address questions and concerns.

More than three-fourths (77%) of maternity patients say they would recommend the hospital to others, while 75 percent say they would return to the facility if needed. When asked if they have more trust and confidence in Northside Hospital after their most recent stay, 37 percent of patients say they did, compared with only 16 percent for the national benchmark.

“We are delighted to have received this highly regarded recognition from JD Power and Associates for a third consecutive year,” said Bob Quattrocchi, president and CEO of the Northside Hospital health care system. “Northside delivers more babies than any other single hospital in the U.S. and our commitment to high-quality, compassionate care and service excellence remains our calling card in metro Atlanta. The hard work and dedication of physicians, midwives, staff and others have created a reputation for maternity and newborn services at Northside that is excellent. Their efforts have made receiving this national recognition possible again; and we thank them for all their efforts.”

Nongovernmental, acute-care hospitals throughout the nation are eligible for the JD Power and Associates Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which time the hospital may reapply for this recognition.

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 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, S&P Capital IQ, S&P Indices, Platts energy information services and McGraw-Hill Education. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. On September 12, 2011, the Corporation announced its intention to separate into two public companies – McGraw-Hill Markets (working name), primarily focused on global capital and commodities markets and McGraw-Hill Education focused on digital learning and education services worldwide. Additional information is available at http://www.mcgraw-hill.com/.

 

Forrest General Hospital Recognized for Providing an Outstanding Cardiovascular Experience For a Third Consecutive Year

2011-11-20

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WESTLAKE VILLAGE, Calif.: 21 November 2011 — Forrest General Hospital has been recognized for service excellence for a third consecutive year under the JD Power and Associates Distinguished Hospital Program.^SM This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Cardiovascular Experience.”

“Achieving this distinction demonstrates Forrest General’s success in achieving service excellence through patient care,” said John Clark, director of provider programs at JD Power and Associates. “Forrest General has created a highly patient-focused culture that stresses the importance of meeting patient needs at every touch point. This speaks volumes about their leadership, nurses, doctors and employees.”

The service excellence distinction was determined by surveying recently discharged patients about their perceptions of their hospital visit and comparing the results to the national benchmarks established in the annual JD Power and Associates National Hospital Service Performance Study.^SM

The telephone-based research conducted among Forrest General Hospital patients focuses on the five key drivers of patient satisfaction with their overall experience. These drivers, which were identified in the national study, are speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.

Forrest General Hospital exceeds the national benchmark study score for cardiovascular satisfaction. The hospital performs well, compared with the national study, in providing patients with dignity and respect. Forrest General Hospital receives particularly high ratings for the courtesy of the doctors and discharge process personnel.

The hospital also performs well in providing patients with emotional support, with notably high ratings for the treatment of family and friends and confidence and trust in the doctor’s skill level.

Seventy-seven percent of Forrest General Hospital cardiovascular patients surveyed say they “definitely will” return to the facility if needed, and 77 percent also say they would recommend the facility to family and friends.

“Receiving this recognition from JD Power and Associates for a third consecutive year is a great accomplishment for our Heart and Vascular Services staff and physicians, and for all of our employees who have a hand in caring for cardiovascular patients across our organization,” said Evan Dillard, Forrest General president and CEO. “Forrest General is committed to providing a positive patient experience from the time a patient comes to our facility to the time they go home. The fact that this recognition comes from patient feedback about our services is a demonstration of that commitment to C.A.R.E., and I congratulate our staff on this accomplishment.”

Nongovernmental, acute-care hospitals throughout the nation are eligible for the JD Power and Associates Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which time the hospital may reapply for this recognition.

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 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, S&P Capital IQ, S&P Indices, Platts energy information services and McGraw-Hill Education. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. On September 12, 2011, the Corporation announced its intention to separate into two public companies – McGraw-Hill Markets (working name), primarily focused on global capital and commodities markets and McGraw-Hill Education focused on digital learning and education services worldwide. Additional information is available at http://www.mcgraw-hill.com/.

 

Two Automakers Honored During the New York International Auto Show For Improvement in Providing an Outstanding Customer Experience

1970-01-01

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WESTLAKE VILLAGE, Calif.: 4 April 2012 — JD Power and Associates recognized Cadillac and MINI today for the strong improvement of their models and dealership experience during the past three years.

David Sargent, vice president of global automotive at JD Power and Associates, presented plaques to Cadillac, as the most improved among luxury brands for providing an outstanding customer experience, and MINI, as the most improved among mass market brands, during the opening ceremonies at the New York International Auto Show.  Don Butler, vice president of marketing at Cadillac, and Jim McDowell, vice president of MINI USA, were on hand to accept the plaques.

The recognition is based on the rate of improvement that each brand has made during the past three years in
JD Power and Associates’ five core U.S. automotive quality and satisfaction studies: Initial Quality Study (IQS); Vehicle Dependability Study (VDS); Automotive Performance, Execution, and Layout (APEAL) Study; Sales Satisfaction Index (SSI) Study; and Customer Service Index (CSI) Study.

“This honor recognizes Cadillac’s and MINI’s dedication to continually improving the quality, dependability, and appeal of their models,” said Sargent. “This recognition also reflects their strong results in the sales experience, as well as strong performance when customers return to the dealership for service.”

While all automotive brands are showing improvement, Cadillac and MINI have improved more than others during the turbulence the industry has experienced since 2009.

“A strong commitment to improving customer satisfaction requires focus and alignment at all levels–beginning in the boardroom and extending to their employees in the plants and in their dealer networks,” said Sargent.

Luxury brands Lexus and Porsche and mass market brands Mazda and Volkswagen were also recognized during the auto show presentation, and round out the top three most improved brands in their respective segments.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  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/.

Media Relations Contacts:

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

Follow us on Twitter: @JDPower

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. www.jdpower.com/corporate

 

As U.S. New Light-Vehicle Sales Climb, The Types of Vehicles Purchased and Profile of Vehicle Buyers Are Changing Rapidly

1970-01-01

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WESTLAKE VILLAGE, Calif., 3 April 2012 — While sales of new light vehicles in the United States continued at a brisk pace in March 2012, the types of vehicles being purchased, as well as the types of buyers and the average transaction price are rapidly changing, according JD Power and Associates’ Power Information Network(R) (PIN), which collects transaction data on hundreds of thousands of new retail vehicle purchases and leases each month.

U.S. new light-vehicle sales in March are expected to total approximately 1.4 million units, according to LMC Automotive. This would be the highest monthly total since 2008.

While light-vehicle sales have been strong in the first quarter of 2012, rising gasoline prices–which averaged $3.92 nationwide at the end of March (according to AAA’s Daily Fuel Gauge Report)–have convinced many consumers to purchase smaller, more fuel-efficient vehicles. Through the first two months of the year, sales of sub-compact and compact passenger cars have accounted for approximately 25 percent of all retail sales. Sales of sub-compact vehicles have increased the most, up more than 35 percent in the first two months of 2012, compared to the same period in 2011.

“Higher vehicle sales are obviously welcome news for the U.S. automotive industry and general economy,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “However, automakers are going to have to closely monitor shifts in segment demand and build accordingly.”

While higher fuel prices have helped steer consumers into smaller vehicles, easing restrictions on financial credit–including an increase in 72-month loans–has resulted in a new segment of buyers in the new-vehicle market. According to PIN data for the first two months of 2012, new-vehicle buyers with FICO scores in the “C” tier (scores ranging from 625-649) grew by 19 percent, compared with the same period in 2011, while buyers with FICO scores in the D tier (ranging from 0-624) grew by 23 percent during the same period. Due to this increase in C/D-tier buyers, the two segments combined accounted for 15 percent of all retail sales in the first two months of 2012.

By comparison, the proportions of consumers with credit ratings in the A+-tier (720-999), A-tier (680-719) and B-tier (650-679) grew by rates of 7 percent, 11 percent, and 15 percent, respectively, during the same period. As a result, the average national FICO score of new-vehicle buyers has declined from a peak of 737 at the end of 2009 to 725 in the first two months of 2012.

One result of the recent increase in fuel prices and subsequent shift to smaller vehicles–in addition to the increase in financially less-qualified new-vehicle buyers, who tend to be younger and with less money to spend–is that the average transaction price for new vehicles has dropped substantially in the recent quarter. According to PIN data, the average retail transaction price of a new vehicle in the fourth quarter of 2011 was $29,223, an all-time high. However, through the first two months of 2012, the average transaction price fell to $27,953, which was still well above historical levels, but lower than the peak at the end of 2009.

“Lower average transaction prices can clearly cut into vehicle profit margins,” said Humphrey. “But given the production rationalization the industry underwent during the recent financial crisis, most automakers and dealers are much more flexible and better prepared to adapt to quick changes in market demand.”

Use of Turbochargers to Double in Next Five Years

Higher fuel prices and less discretionary spending due to consumers who became unemployed or underemployed are two outcomes of the U.S. financial crisis that began in 2008. As a result, not only are consumers buying smaller vehicles, but also the types of engines fitted to these vehicles are changing.

According to PIN data, while large 8-cylinder engines were fitted in 18.3 percent of new light vehicles sold in 2008, these engines were fitted in only 14.6 percent of new light vehicles sold in 2011 and in only 12.7 percent of new light vehicles sold in the first quarter of 2012. Conversely, 4-cylinder engines were fitted in 42.7 percent of new light vehicles sold in 2008, but increased to 49.7 percent in 2011 and to nearly 54 percent of all light vehicles sold in the first quarter of 2012.

In conjunction with the shift to 4-cylinder engines, there has been a pronounced increase in the United States in the use of turbochargers in engines as automakers try to deliver more horsepower from smaller engines. According to LMC Automotive, turbochargers were fitted in only 2 percent of gasoline or flex-fuel vehicles produced in the United States in 2008, which increased to 9.5 percent in 2011 and is expected to more than double to 23.5 percent in 2017. Moreover, turbochargers are also being fitted to larger (6- and 8-cylinder) engines as well. As a result, while turbochargers were fitted in nearly 1 percent of all new light vehicles powered by gasoline or flex fuel produced in the United States in 2008, they were fitted in 7 percent of these new light vehicles in 2011 and are forecast to be fitted in approximately 19 percent of these vehicles sold in 2017.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  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/.

Media Relations Contacts:

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

Follow us on Twitter: @JDPower

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. www.jdpower.com/corporate

 

Overall Customer Satisfaction with Homeowners Insurance Claims Experience Increases, Despite Record Number of Storm Losses

1970-01-01

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WESTLAKE VILLAGE, Calif.: 2 April 2012 — Despite a record number of catastrophic storms and some of the largest payouts ever in the U.S. property insurance industry in 2011, overall customer satisfaction with the property claims experience has significantly increased from last year, according to the JD Power and Associates 2012 U.S. Property Claims Satisfaction Study^SM released today.

The study, now in its fifth 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: claim settlement; first notice of loss; estimation process; service interaction; and repair process.

After four years of relatively stable customer satisfaction with the insurance claims experience, overall satisfaction in 2012 improves to 833 on a 1,000-point scale, an increase of 10 points from 2011. This increase is noteworthy, as the claims experiences measured in the 2012 study are based on claims filed during 2011, when there were 99 weather-related disasters in the country, 14 of which totaled more than $1 billion in damages each, according to the Insurance Information Institute.

“A period of tremendous volatility in the industry, caused by a large number of devastating storms, led us to anticipate that satisfaction would decline, but that clearly was not the case,” said Jeremy Bowler, senior director of the insurance practice at JD Power and Associates. “The industry as a whole did well in not only handling the day-to-day claims, but also the large volume of claims associated with those major events.”

According to the study, high wind claims, which include tornado and hurricane damage, accounted for 33 percent of all claims filed, an increase from 21 percent in the 2011 study. Yet, among those who filed a claim for high wind damage, satisfaction remained stable relatively unchanged with the 2011 study.

However, when examining the claims experience by region, there are mixed results in overall satisfaction in those regions with large increases in particular weather events. For example, satisfaction in the South Atlantic and Northeast regions, both of which had increases in high wind claims due to hurricanes in 2011, improved 36 points and 18 points, respectively, compared with the 2011 study.  In contrast, overall satisfaction in the East North Central Region, which also had an increase in high wind claims due to tornado damage, satisfaction has declined by 14 points from 2011. In addition, an increase in hail-related claims in the West South Central has resulted in an eight-point drop in satisfaction year over year.

“The way in which carriers ramp up for a major natural catastrophe can have a major impact on customer satisfaction,” Bowler said. “Having a plan in place to handle the increased volume of claims helps carriers, but so does having time to prepare for an oncoming storm.  There usually is some advance warning for a hurricane, so carriers have a few days to prepare and be proactive with their customers.  However, since there is little warning for tornado or hail storms, carriers are forced to react in trying to manage claims associated with this type of storm damage.”

The study finds that a positive claims experience fosters significantly higher long-term loyalty among claimants, while a negative claims experience may cause claimants to be more likely to switch insurers. Among highly satisfied claimants (satisfaction scores of 901 or higher), 84 percent say they “definitely will” recommend their insurer, and 81 percent say they “definitely will” renew with their insurer. Conversely, among claimants with low satisfaction (scores of 550 or lower), only 12 percent say they “definitely will” renew with the carrier that handled the claim, and 18 percent indicate that they have already switched carriers.   

Amica Mutual ranks highest in overall satisfaction with the homeowners insurance claims experience, achieving a score of 894. Amica Mutual also performs particularly well in all five factors. Auto-Owners Insurance follows in the rankings with a score of 873, performing particularly well in service interaction, while Nationwide ranks third with 872. USAA also achieves high levels of customer satisfaction, although it is not included in the rankings due to the closed nature of its membership.¹
 
Bowler offers the following tips for homeowners insurance customers:

• Read and make sure you understand your homeowners insurance policy and make sure the coverage limits are adequate to cover the replacement value of your home and its contents.
• Big-ticket items, such as valuable art work, expensive jewelry or collectables, should be declared on your policy.  Often, insurers will require an independent appraisal to verify valuations.
• Maintain an inventory of the contents of your home–at least the 10 most expensive items–and store it in a safe place.  Some insurance carriers offer apps to help with this process.  
• Take pictures or videos of the damage.
• Try to be at your home when the adjuster arrives to assess the damage.
• Ask your insurance carrier to explain how the claims and repair process will work, and how long it is expected to take.

The management discussion based on the study, available for download here, provides an in-depth examination of homeowners insurance claims and the claims process.
 
The 2012 Property Claims Satisfaction Study is based on more than 4,200 responses from homeowners insurance customers who filed a property claim between May 2010 and January 2012.

¹ USAA is an insurance provider open only to U.S. military personnel and their families and therefore is not included in the rankings.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  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/.

Media Relations Contacts:

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

Follow us on Twitter: @JDPower

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. www.jdpower.com/corporate

 

Vehicle Tire Satisfaction Influences Vehicle Brand and Dealership Service Loyalty

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WESTLAKE VILLAGE, Calif.: 29 March 2012 — When customers are highly satisfied with their vehicle’s original tires, they are more likely to be loyal to the vehicle brand at the time of their next purchase, according to the JD Power and Associates 2012 U.S. Original Equipment Tire Customer Satisfaction Study^SM.

In addition to increasing the likelihood of them re-purchasing the same vehicle brand, highly satisfied customers are also more likely to return to the dealership for maintenance/repair services and use the dealership for future service on tires.

Among owners that rate the quality and appeal of their vehicles as “truly exceptional,” and that rate their tires as “truly exceptional” — when compared to owners that do no rate their tires as highly — they are:

• More likely to say they “definitely will” re-purchase the same vehicle brand – 67% vs. 59%
• More likely to say they “definitely will” return to the dealer for maintenance and repair work – 89% vs. 82%
• More likely to return to the dealer for future tire service work – 44% vs. 32%

“It is important for tire and vehicle manufacturers to understand how tire satisfaction affects both vehicle brand and dealer loyalty,” said Brent Gruber, senior manager of the tire practice at JD Power and Associates. “High tire satisfaction positively influences owner perceptions of their vehicle. By choosing a better performing tire for its vehicles, not only are manufacturers in a position to build greater loyalty for their brand, but they’re also increasing the potential for future service business at dealerships.”

Performance Sport Tire Satisfaction on the Rise

Overall, satisfaction increased 29 points to 686 on a 1,000 point scale. This significant increase is attributed to improvements across all satisfaction factors: tire ride; tire traction/handling; tire wearability; and tire appearance.  Tire ride and tire wearability have the largest year-over-year improvements at 30 and 29 points, respectively.

For the first time since the redesign of the study in 2009, the performance sport tire segment earned the highest satisfaction scores among the four segments included in the study, increasing by 38 points in 2012 to 748 points on a 1,000 point scale, compared to 2011. Previously, the luxury segment has reported the highest satisfaction scores. This year, however, the Performance Sport segment overtook the Luxury segment by 13 points (748 vs. 735).

Although satisfaction is the highest for the performance sport tire segment, owners in this segment also have the most problems at 85.5 problems per 100 (PP100). Owners of performance sport tires anticipate problems including poor traction/grip on snow covered roads, fast tread wear and a rough ride. The report shows that when a performance sport tire owner experiences a specific problem with their tires, satisfaction drops by 102 points compared with performance sport tire owners who do not experience a tire related problem (797 vs. 695, respectively). In comparison, the industry average declines 119 points for owners who experience a specific tire problem compared with those who do not report any problems (741 vs. 622, respectively).  

At the industry level, problems averaged 76 PP100, down from 84 in 2011. Among the most frequently cited problems are road hazard/punctures, slow leaks and fast tread wear.

Highest-Ranked Tires

Michelin ranks highest in three of the four segments: luxury (777), passenger car (726) and truck/utility (740).  Pirelli ranks highest in the performance sport segment with an index score of 788.

The 2012 U.S. Original Equipment Tire Customer Satisfaction Study is based on responses from more than 27,000 new-vehicle owners who purchased a 2010 or 2011 model-year vehicle. The study was fielded between October and December 2011.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  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/.

Media Relations Contacts:

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

Follow us on Twitter: @JDPower

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. www.jdpower.com/corporate