Category: United States

Bank of America Merrill Lynch Retirement Contact Centers Recognized for Providing an Outstanding Customer Service Experience for an Eighth Consecutive Year

2012-03-28

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WESTLAKE VILLAGE, Calif.: 28 March 2012 — Bank of America Merrill Lynch has been recognized for call center operation customer satisfaction excellence for an eighth 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 Bank of America Merrill Lynch Retirement Contact Centers call center operation to provide “An Outstanding Customer Service Experience.”

Bank of America Merrill Lynch’s Retirement Contact Centers, located in Hopewell, N.J., and Jacksonville, Fla., handle nearly 3 million telephone and e-mail inquiries from clients annually. To become certified, the contact centers 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 conducted a random survey of Bank of America Merrill Lynch clients who recently contacted its contact centers. Bank of America Merrill Lynch has received this certification since the inception of JD Power and Associates’ program launch.

“Bank of America Merrill Lynch Retirement Services is to be congratulated for achieving call center certification for an eighth consecutive year, which demonstrates their deep, longstanding dedication to its clients,” said Mark Miller, senior director of the global contact center practice at JD Power and Associates.  “Our research shows that Bank of America Merrill Lynch Retirement Services clients value each aspect of the interaction with the representatives, who demonstrate particularly strong performance in knowledge, concern, courtesy and timeliness of issue resolution, which again underscores their commitment to providing an outstanding customer experience.”

“At Bank of America Merrill Lynch we are committed to providing a client-first service experience to the millions of individuals who participate in our retirement and benefit plans,” said Andy Sieg, head of Global Wealth and Retirement Solutions for Bank of America Merrill Lynch.  “Being recognized by JD Power and Associates for the eighth year in a row reflects our commitment to providing the best service experience to enable our clients to reach their retirement goals.”

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.

“Providing first-class service allows us to strengthen our client relationships and attract new clients,” said Mark Alexander, head of Bank of America Global Wealth & Investment Management Technology & Operations.  “Clients’ interactions with our contact centers significantly impact their overall satisfaction and loyalty. Participating in the JD Power certification program gives us an objective benchmark to demonstrate how well we service our clients.”

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.
 
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 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]
Selena Morris; Bank of America; New York, NY; (212) 236-2272; [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

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Miele Ranks Highest in Customer Satisfaction with Upright Vacuums in Inaugural Study

1970-01-01

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WESTLAKE VILLAGE, Calif.: 28 March 2012 — Miele ranks highest in satisfying customers with upright vacuum cleaners, according to the JD Power and Associates 2012 Upright Vacuum Satisfaction Study^SM released today.

The inaugural study measures customer satisfaction with upright vacuums by examining six key factors: performance; ease of use; features; price; styling and appearance; and warranty.  The study is designed to assist manufacturers in their efforts to improve customer satisfaction and provide information to help customers with purchase decisions.

Among the 12 brands included in the study, Miele ranks highest in customer satisfaction with a score of 809 on a 1,000-point scale, demonstrating strong performance in the most important factors that drive customer satisfaction. Miele does particularly well in the performance, features, warranty, styling and appearance factors. 

Dyson, Riccar and Shark follow Miele in the upright vacuum rankings with scores of 794, 787 and 784, respectively.

The study finds that adding more vacuum functions, such as floor-type settings and accessories, including fittings for upholstery, stairs and pet hair, doesn’t necessarily translate to higher satisfaction among upright vacuum owners. 

“Brands in both the highest and lowest tiers of the rankings offer models with various features, but if they aren’t easy to use or don’t achieve the desired results, customer satisfaction will be lower,” said Christina Cooley, senior manager of the home improvement industries practice at JD Power and Associates. “Since the primary use for the vacuum is for cleaning floors and carpets, it is critical that manufacturers stay focused on the vacuum’s core use and differentiate their brand based on durability and strong suction performance.”

The study also finds that customers spend between $85 and $550 for their vacuum.  Although price is typically the main selection criteria for purchase, the highest-ranking vacuum brands benefit from pricing leverage, as they are most often selected based on brand reputation and quality construction.  The highest-ranking manufacturers are also more likely to be sought out by consumers when purchasing a vacuum, based on strong customer loyalty and positive recommendations.

JD Power and Associates offers the following tips to consumers as they begin the upright vacuum shopping process:

• Don’t base your purchase decision on price alone.  Consider a high-quality brand, even if it may be more expensive. Although a vacuum may be initially less expensive, you could end up paying more for repairs or even having to replace the vacuum in less than 5 years, if the quality is low.
• Less than 5 percent of customers experience an actual problem with their vacuum.  Focus on finding a vacuum that is going to provide consistent, strong suction and has features that meet your specific needs.
• Vacuums with multiple features are attractive, but shop for a vacuum with accessories that meet your specific needs.  Consider the size of your home and whether you or family members have allergies, or other features that may impact your selection.  For example if you have a dog or cat, you might want to narrow your selection to vacuums that offer a filtration system and pet hair tools to meet your needs.

The 2012 Upright Vacuum Satisfaction Study is based on responses from more than 5,700 owners who purchased an upright vacuum cleaner within the past 12 months. The study was fielded in January and February 2012.

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

Strong Year-to-Date New-Vehicle Retail Sales Pace Continuing in March

1970-01-01

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WESTLAKE VILLAGE, Calif.: 22 March 2012 — New-vehicle retail sales are on track to end the first quarter of 2012 particularly strong, with performance in March continuing the trend from the past several months, according to a monthly sales forecast developed by JD Power and Associates’ Power Information Network(R) (PIN) and LMC Automotive.

Retail Light-Vehicle Sales

March new-vehicle retail sales are projected to come in at 1,085,800 units–the highest monthly volume in more than two and one-half years–which represents a seasonally adjusted annualized rate (SAAR) of 11.6 million units. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

“Each month of strong sales brings with it increased optimism that the pace of growth represents a true recovery for the sector,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “Barring any future shock related to geopolitical issues in the Gulf region and further upward pressure on the price of oil, we believe sales will continue on a solid pace for the balance of the year.”

Through the first 18 days of March, sub-compact and compact cars accounted for approximately 23 percent of retail sales in the United States, the highest level since the CARS program was implemented in 2009, according to PIN. As a result, sub-compact and compact cars are quickly moving off dealer lots.  Combined, sub-compact and compact cars were on dealer lots an average of 42 days before being sold, compared with 48 days industry average and turn rates substantially lower than in 2011–17 fewer days for sub-compact cars and 46 fewer days for compact cars. Conversely, full-size pickup trucks are sitting on dealer lots an average of 68 days, 11 days longer than they were a year ago.

Total Light-Vehicle Sales

Total light-vehicle sales in March are expected to come in at 1,372,400 units, which is a 6 percent increase from March 2011. In addition to the strong retail performance, fleet mix has been higher than normal for the first two months of the quarter, with January and February averaging 24 percent. March is expected to finish slightly lower at 21 percent of total sales.
 

Sales Outlook

The 2012 outlook for vehicle sales remains positive, as the first quarter selling rate is expected to come in at 11.6 million units for retail and 14.4 million units for total light vehicles. This sales tempo is ahead of the forecast for the full year of 11.4 million units for retail light-vehicles and 14.1 million units for total light vehicles.

“The first quarter selling rate has outperformed the annual forecast for sales for the first time since 2008, when the automotive market started to decline,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “The vigorous start to 2012 suggests that there is further upside potential if the current pace continues through the summer months.”

Continuing the current trend, small-car sales (sub-compact and compact segments) are expected to remain strong throughout 2012, with combined segment share at nearly 20 percent of total light vehicles.

“Small car mix is benefiting from higher gas prices and new models entering the segment, with 41 small car models in the market in 2012, compared with just 30 back in 2007,” said Schuster. “Overall share of small cars in 2012 is expected to climb to its highest level ever, at nearly 20 percent of total light-vehicle sales.”

North American Production

North American light-vehicle production through February is up nearly 23 percent, compared with the same period in 2011. BMW leads the European manufacturers in year-to-date production volume increases, up 42 percent due to higher production of the X3. The Japanese OEM production volume continues in recovery mode, with volume up 26 percent YTD February from YTD February 2011. The Detroit 3 had approximately a 20 percent year-over-year increase in production volume.  Production levels are expected remain at a higher level in the first quarter of 2012, with volume forecasted at 3.8 million units, up almost 15 percent from the first quarter of 2011.  Looking ahead to second quarter production, an increase of 18% from last year is expected, with nearly 3.7 million units to be built (last year’s second quarter was affected by the Japan earthquake supply disruptions).

Vehicle inventory declined to a 57-day supply at the beginning of March, compared with a 66-day supply at the beginning of February. Car inventory is at below-normal levels with a 48-day supply in March, down from 60 days in February, while truck inventory levels fell to a 66-day supply (previously at 72 days).    

Given the robust level of demand to date in 2012, overall inventory levels are back in check (under 60 days). LMC Automotive is increasing its North American production outlook for 2012 to 14.2 million units (up from 14.0 million units) to keep pace with the higher level of demand.

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 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 LMC Automotive

LMC Automotive, formerly JD Power Automotive Forecasting, is the premier supplier of automotive forecasts and intelligence to an extensive client base of automotive manufacturer, component suppliers, logistics and distribution companies, as well as financial and government institutions around the world. Its global forecasting services encompass automotive sales, production and powertrain expertise, as well as advisory capability. LMC Automotive has offices in the U.S., the UK, Germany, China and Thailand. It is part of the Oxford, UK-based LMC group, the global leader in economic and business consultancy for the agribusiness sector.

Media Relations Contacts

John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
Jeff Schuster; LMC Automotive; Troy, Mich.; (248) 817-2101; [email protected]

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

Smartphone Battery Life has Become a Significant Drain on Customer Satisfaction and Loyalty

1970-01-01

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WESTLAKE VILLAGE, Calif.: 15 March 2012 — As smartphone users place increasingly complex demands on the functionality of their devices, satisfaction with battery performance is becoming a critical factor in overall satisfaction as well as brand loyalty, according to the JD Power and Associates 2012 U.S. Wireless Smartphone Customer Satisfaction Study^SM–Volume 1 and the JD Power and Associates 2012 U.S. Wireless Traditional Mobile Phone Satisfaction Study^SM–Volume 1, both released today.

Satisfaction with smartphones is greatly impacted by battery performance, particularly the length of battery life before recharging is required. In addition, the study finds that satisfaction with battery performance is by far the least satisfying aspect of smartphones, and satisfaction in this area is one of only a few attributes that have declined significantly, compared with Volume 2 of the 2011 study (6.7 in 2012, compared with 6.9 in September 2011).

Satisfaction levels with battery performance differ widely between owners of 3G- and 4G-enabled smartphones. Among owners of 4G-enabled smartphones, battery performance ratings average 6.1 on a 10-point scale–considerably lower than satisfaction among owners of 3G smartphones (6.7). Part of this difference stems from the fact that new 4G smartphones use substantial battery life searching for next-generation network signals, which tend to be scarcer than 3G signals. In addition, owners of 4G-enabled smartphones use their device more extensively–they talk, text, email, and surf the Web more often than do customers with 3G smartphones or traditional handsets–which puts a significantly higher demand on the battery.  

“Both carriers and manufacturers recognize the fact that battery life needs to be improved,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “However, the study uncovers the need for a greater sense of urgency–short battery life can result in perceived phone problems, higher rates of merchandise returns and customer defections.”

According to Parsons, smartphone owners who are highly satisfied with their device’s battery life are more likely to repurchase the same brand of smartphone, compared with owners who are less satisfied. Approximately 25 percent of 4G-enabled smartphone owners are highly satisfied with their battery (ratings of 10 on a 10-point scale) and say they “definitely will” repurchase a device from the same manufacturer. In comparison, among owners who are less satisfied with their battery (ratings of 7-9 on a 10-point scale), only 13 percent say the same.

The two studies measure customer satisfaction with traditional wireless handsets and smartphones among owners who have used their current mobile device for less than one year. Satisfaction is measured in several key factors. In order of importance, the key factors of overall satisfaction with traditional wireless handsets are: performance (31%); ease of operation (24%); physical design (24%); and features (20%). For smartphones, the key factors are: performance (35%); ease of operation (24%); features (21%); and physical design (20%).

For a seventh consecutive time, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 839 on a 1,000-point scale and performs well in all factors, particularly in ease of operation and features. HTC (798) follows Apple in the smartphone rankings.

LG and Sanyo rank highest in overall customer satisfaction with traditional handsets, in a tie (716 each). LG performs well in all four factors, while Sanyo performs particularly well in ease of operation. Sony Ericsson (712) and Samsung (703) follow in the traditional handset rankings.

The studies also find the following key wireless handset usage patterns:

• The price of a traditional wireless mobile phone continues to decline and averaged $66 between July and December 2011, compared with an average of $81 during the same time period in 2010. The decline is primarily due to discounts provided by handset providers and wireless service carriers to incentivize sales. Currently, 44 percent of owners report having received a free mobile phone when subscribing to a wireless service.
• Mobile applications continue to enhance the smartphone user experience.  Seventy percent of smartphone owners say they have accessed social networking sites using their device. Nearly three in four (72%) say they have the ability to download and/or view video and movies, while 59 percent indicate having voice recognition and/or command dialing applications. This indicates that smartphone owners are continuing to integrate their device usage into both their business and personal lives.
• Two in 10 current smartphone owners report experiencing a software or device malfunction (21%). These problems have an impact on overall satisfaction, as there is a satisfaction gap of 77 points between customers who experience software malfunctions and those who do not.  Satisfaction among customers who indicate their device’s software crashes at least once a week averages only 691.

The 2012 U.S. Wireless Smartphone Customer Satisfaction Study–Volume 1 and the 2012 U.S. Wireless Traditional Mobile Phone Satisfaction Study–Volume 1 are based on experiences reported by 7,080 smartphone owners and 8,335 traditional mobile phone owners. Both studies were fielded between July and December 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.

For more information about Dependability Ratings, visit https://www.jdpower.com/cars/ratings/dependability.

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.

JD Power and Associates Media Contacts:

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

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

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

Customer Satisfaction with Dealer Service Facilities Outpaces Satisfaction With Independent Service Centers

1970-01-01

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WESTLAKE VILLAGE, Calif.: 14 March 2012 — Vehicle owners who visit dealer facilities for service are considerably more satisfied with their experience at dealerships than with service from independent facilities, according to the JD Power and Associates 2012 U.S. Customer Service Index (CSI) Study^SM released today.

Among customers of dealer facilities, overall satisfaction with the service experience averages 38 points higher on a 1,000-point scale, compared with non-dealer facilities (787 vs. 749, respectively). In addition, 79 percent of all service visits among owners of one- to- three-year-old vehicles are performed at dealer facilities–up from 74 percent in 2011 and 72 percent in 2010.

Overall satisfaction with dealer service improves by 19 points in 2012, compared with 2011, with gains in all five study measures. Among the 33 rank-eligible brands, 28 improve in service satisfaction from 2011, with eight brands improving by at least 20 points.

Contributing to the overall improvement is a shift in the proportion of maintenance and repair work performed at dealer service centers. In 2012, 72 percent of vehicle owners indicate their latest dealer service visit was for maintenance rather than repair, an increase from 63 percent in 2011. Customer satisfaction with maintenance visits is typically higher than satisfaction with repair visits, since visits for routine maintenance tend to be less expensive and less time-consuming.

“Steady improvements in vehicle quality, longer intervals between recommended service visits and a higher mix of maintenance service events have had a positive effect on overall dealer service satisfaction,” said Chris Sutton, senior director at JD Power and Associates. “Moreover, manufacturers and their dealers have instituted broad-based customer service improvement initiatives to increase satisfaction with both the purchase experience and after-sales service, with the understanding that a substandard service occasion can and will impact their ability to make a future vehicle sale or gain repeat service business.”

The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer service performance during the first three years of new-vehicle ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.

Lexus ranks highest in customer satisfaction with dealer service among luxury brands and receives an award for a fourth consecutive year. Lexus achieves an overall CSI score of 861 and performs particularly well in three of the five measures: service initiation, service facility and service quality. Rounding out the top five nameplates in the luxury segment are Cadillac (852); Jaguar (849); Acura (838); and Porsche (836). Among luxury brands, Audi achieves the greatest improvement (gaining 34 points) from 2011.

Among mass market brands, MINI ranks highest for a second consecutive year with a score of 809. MINI performs particularly well in four of the five measures: service quality, service advisor, service facility and vehicle pick-up. Also among the top five brands in the mass market segment are Buick (805); GMC (803); Chevrolet (801); and Hyundai (791). Of mass market brands, Nissan (which gains 43 points) and Toyota (gains 31 points) achieve the greatest improvements from 2011.

JD Power has predicted that due to depressed auto sales during the recession, dealer service volumes will continue to decline through 2013 before rebounding. The challenge for automakers will be to maintain high levels of satisfaction once service volumes do rebound. The study identifies specific actions dealerships can take to maintain high levels of satisfaction both through periods of lower service volume and as volume increases:

• Promote online scheduling of service appointments. Customers who schedule a service appointment online are notably more satisfied with the service experience than are customers who call to make an appointment or who drop by the dealership without an appointment. In addition, customers who schedule service online spend $36 more on service per year than do customers who do not make an appointment, and $17 more per year than customers who call to make an appointment.
• Review the technician inspection report with all service customers. Service customers who indicate the service advisor reviewed the multi-point inspection report with them are significantly more likely to say they “definitely will” return for both paid and warranty service work, compared with customers who didn’t receive a report review. Customers whose service advisor provided a review of the inspection report are also much more likely to say they “definitely will” repurchase or lease the same vehicle make.
• Consider the benefits of implementing complimentary maintenance programs.  Not unexpectedly, owners of vehicles covered by manufacturer-sponsored maintenance programs are more likely to visit the dealer for service, rather than a non-dealer service facility. These brands also benefit from higher rates of service visit retention after the warranty/complimentary maintenance contract expires, compared with brands without complimentary maintenance programs.

The 2012 U.S. CSI Study is based on responses from more than 84,000 owners and lessees of 2007 to 2011 model-year vehicles. The study was fielded between October and December 2011. JD Power and Associates measures dealer service in various countries around the world, including Australia, Canada, China, France, Germany, India, Indonesia, Japan, Malaysia, Mexico, New Zealand, the Philippines, South Africa, Taiwan, Thailand and the UK.

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 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.

JD Power and Associates Media Relations Contacts:

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

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

Overall Business Customer Satisfaction with Gas Utilities Improves Substantially from 2011, Driven by a Rebound in Communications Satisfaction

1970-01-01

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WESTLAKE VILLAGE, Calif.: 14 March 2012 — In a reversal from 2011, satisfaction with communications from gas utilities has improved significantly among business customers, which has contributed to a notable increase in overall satisfaction, according to the JD Power and Associates 2012 Gas Utility Business Customer Satisfaction Study^SM released today.

Now in its seventh year, the study measures business customer satisfaction with their gas utility company in four regions: East, Midwest, South and West. Satisfaction is measured by examining six factors: billing and payment; corporate citizenship; price; communications; customer service; and field service.

In 2012, overall satisfaction among business customers of gas utilities averages 674 on a 1,000-point scale, an increase of 23 points from 2011. Satisfaction has improved among all six factors examined in the study, with the greatest gain in the communications factor, which has improved by 37 points from 2011. In contrast, satisfaction with communications declined by 17 points in 2011, compared with 2010.

The aspects of communications that have improved most from 2011 are education about important natural gas safety issues and issues that are important to the business. Furthermore, the percentage of customers who recall receiving a communication from their utility has increased to 54 percent in 2012, compared with 40 percent in 2011.

“Working with the news media is key to improving communications satisfaction,” said Chris Oberle, senior director of the energy practice at JD Power and Associates. “When business customers recall a positive message about a gas utility in the media, satisfaction with communications improves by about 50 percent. Particularly when promoting messages centered around safety initiatives and energy savings programs, leveraging relationships with the media may be a valuable tool in creating messaging that satisfies and resonates with customers.”

According to Oberle, gas utilities may benefit from a significant lift in satisfaction by communicating efforts to support local economic development. Among the nearly 70 percent of business gas utility customers who say their utility supports local economic development, satisfaction with corporate citizenship averages 200 points higher than among customers who say their utility does not support local economic development.

The study also finds that satisfaction with billing and payment has improved notably, increasing to an average of 730 in 2012 from 708 in 2011. The study finds that customers who receive e-bills are considerably more satisfied with billing and payment than are customers who receive paper bills. In addition, satisfaction with bill payment at the utility’s website has increased considerably, to an average of 766 in 2012 from 730 in 2011.

East Region

New Jersey Natural Gas ranks highest in the East Region for a second consecutive year with a score of 698. Following in the regional rankings are National Fuel Gas (679) and Washington Gas (673).

Midwest Region

CenterPoint Energy-Midwest and Wisconsin Public Service rank highest in the Midwest Region, in a tie, each achieving a score of 699. Following in the regional rankings is MidAmerican Energy (696).

South Region

In the South Region, Texas Gas Service ranks highest for a third consecutive year with a score of 725. Oklahoma Natural Gas (717) and Atmos Energy-South (702) follow in the regional rankings.

West Region

NW Natural Gas ranks highest in the West Region with a score of 719. Following in the regional rankings are Southwest Gas (702) and Cascade Natural Gas (697).

The study findings also include the following key trends:

• The percentage of customers who indicate they have a gas utility website account has increased to 49 percent in 2012 from 45 percent in 2011.
• Fewer customers indicate hearing about a rate increase in 2012 (36%), compared with 2011 (40%).
• Satisfaction with customer service declines notably when problems reported via phone calls take more than 10 minutes to resolve. When resolution is reached within five minutes, satisfaction with customer service averages 799. When resolution takes between 10 and 30 minutes, satisfaction averages 737. When resolution takes 30 minutes or more, satisfaction declines even further, to an average of 560.
• Overall satisfaction averages 58 points higher than the industry average among business customers who have a dedicated call center contact. However, satisfaction averages 108 points higher than average among customers who are assigned a traditional business account manager at their gas utility.

The 2012 Gas Utility Business Customer Satisfaction Study is based on online interviews with representatives of more than 10,200 U.S. businesses that spend between $200 and $50,000 monthly on natural gas.  More than 50 utility brands–each serving more than 25,000 business customers–are included in the study. The study was fielded from May to July 2011 and October 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. 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:

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

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

Excellence Hinges More on People Than on Price, Particularly Post-Recession

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WESTLAKE VILLAGE, Calif.: 14 March 2012 — Since the onset of the recession, the importance of people as a driver of service excellence has increased substantially–even more than the importance of price, according to a JD Power cross-industry special report titled, “Beyond Satisfaction: JD Power 2012 Customer Service Champions–Brands That Deliver Service Excellence to Maximize Business Results.”

During the recession, many businesses cut costs and turned to automation technologies to handle customer needs, which had the effect of raising the importance of people in the service experience.

“Consumer expectations have heightened since the onset of the recession,” Gina Pingitore, chief research officer at JD Power and Associates. “While value is important, consumers want more than simply the lowest price or a product that is just good enough. They expect a superior product that is delivered in a compelling presentation, through fast and easy-to-understand processes that are supported by responsive and concerned people. In addition, the price must be perceived as fair and competitive.”

The report also identifies 50 brands as JD Power 2012 Customer Service Champions, based on customer feedback attesting to their service excellence. Brands that receive JD Power Customer Service Champion designation are among the top 5 percent of more than 800 evaluated brands, based on their performance in five key areas identified as the JD Power 5 Ps: People, Presentation, Price, Process and Product. JD Power Customer Service Champions not only excel within their respective industries, but also stand out when evaluated across multiple industries.

ACE Rent A Car
Amazon.com
Amica
Apple
Auto-Owners Insurance
Barnes & Noble
Bass Pro Shops
Boost Mobile
Cadillac
Clark Public Utilities
David Weekley Homes
Drury Inn & Suites
Enterprise Rent-A-Car
Erie Insurance
First Federal
Four Seasons Hotels and Resorts
Frost Bank
Good Neighbor Pharmacy
Hampton Hotels
Hancock Bank
Health Mart Pharmacy
Hotel Indigo
ING DIRECT Home Loans
Jackson EMC
Jaguar
JetBlue Airways Kohl’s
L.L. Bean
Lexus
MetroPCS
MINI
New Jersey Manufacturers
Publix Pharmacy
Quicken Loans
Saks Fifth Avenue
Salt River Project
Sawnee EMC
Scottrade, Inc.
Shea Homes
Southern Maryland Electric Cooperative
Southwest Airlines
Straight Talk
The Ritz-Carlton
U.S. Cellular
United States Department of Veterans Affairs,
    Pharmacy Services
USAA
Virgin America
Virgin Mobile
Wegmans
Wegmans Pharmacy

Brands that provide exceptional customer service tend to consistently employ certain key practices, including:

• Hiring the right people and empowering them with the best processes, as well as the ability and authority to make judgment calls to resolve issues on behalf of their customers
• Understanding customer differences to offer the right products through the right channels in ways that truly resonate with them
• Being consistent in branding and delivery of the service experience, particularly across various channels and customer touch points

The JD Power special report, “Beyond Satisfaction: JD Power 2012 Customer Service Champions–Brands That Deliver Service Excellence to Maximize Business Results,” is based on customer feedback, opinions and perceptions of more than 800 companies in more than 20 industries, gathered from JD Power studies conducted in the United States between 2000 and 2011. The Customer Service Champion designation is based on data from U.S. syndicated studies conducted in 2011.

For more information about the changing nature of customer expectations and how the 50 JD Power 2012 Customer Service Champions differentiate themselves from their competitors, view the Executive Summary of the special report, available here.

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 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

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

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

Interest in Health Insurance Exchanges Grows in Both the Individual and Group Health Insurance Markets

1970-01-01

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WESTLAKE VILLAGE, Calif.: 13 March 2012 — Anticipating the impact of healthcare reform, nearly four in 10 health plan members with employee-sponsored insurance say they would shop for coverage through a health insurance exchange if they had the opportunity, according to the JD Power and Associates 2012 U.S. Member Health Plan Study^SM released today.

Now in its sixth year, the study measures member satisfaction among 141health plans in 17 regions throughout the United States by examining seven key factors: coverage and benefits; provider choice; information and communication; claims processing; statements; customer service; and approval processes.

A majority of health plan members who purchase insurance on their own indicate they would likely use one of the state health insurance exchanges (55%), which are conceived, in part, to address their needs. However, a sizable percentage of health plan members who are covered under an employer-sponsored program–39 percent–also indicate they would shop for insurance through an exchange if it were available.

In addition, the 2012 study finds increased levels of interest in state-sponsored health insurance exchanges, compared with the previous year. In 2012, only 37 percent of health plan members say they would not be likely to use an exchange, compared with 50 percent in 2011 who expected to continue obtaining coverage at work.

“Health insurance exchanges are meant to appeal to individuals who must buy coverage on their own, yet the level of interest among those who obtain health insurance at work could have important implications for the future of employer-sponsored coverage,” said Rick Millard, senior director of the healthcare practice at JD Power and Associates. “Satisfaction among some health plan members may be low enough that an alternative, direct retail model could become more attractive than traditional wholesale purchasing by employers.”

The study also finds substantial interest among health plan members in private health insurance exchanges, in which an employer might provide employees with vouchers for purchasing health insurance independently. Approximately 41 percent of employer-insured health plan members indicate they would use this approach if it were available.

“The private exchange model could further erode reliance on obtaining health insurance at work,” said Millard. “Creating new channels for purchasing insurance could trigger more changes. It could mean more attention will be paid to direct purchasers, and also make higher levels of satisfaction critically important for health plans that strive to acquire and retain members.”

In 2012, overall member satisfaction averages 702 on a 1,000-point scale, compared with 696 in 2011. There are notable gains in the information and communication; statements; and claims processing factors.

“Health plans that excel in member satisfaction know how to create simpler benefit designs that members perceive to be consistent and dependable,” said Millard. “As health insurance exchanges take hold and consumer shopping for coverage increases, it will become even more critical for plans to communicate in clear and concise ways.”

Health plan members in Michigan, the Illinois/Indiana region and Ohio are the most satisfied with their health plan experience, while members in the Mountain region and Colorado are the least satisfied.

Health plans ranking highest in their respective regions are (in alphabetical order): Anthem Blue Cross and Blue Shield of Connecticut; AvMed Health Plans; Blue Cross Blue Shield of Alabama; Blue Cross Blue Shield of Illinois; Blue Cross Blue Shield of Kansas City; Blue Cross Blue Shield of Texas; Dean Health Plan; Geisinger Health Plan; Health Alliance Plan (HAP); Independent Health Association; Kaiser Foundation Health Plan (which ranks highest California, Colorado, the Northwest region, the South Atlantic region and the Virginia-Maryland-Washington D.C., region); Medical Mutual of Ohio; and SelectHealth.

JD Power offers the following tips to health plan members and consumers who are shopping for health insurance coverage:

• Understand your coverage. Health insurance plans are sometimes difficult to understand, with complex rules for deductibles, co-payments, and other kinds of expenses. If you don’t have a clear understanding of the coverage and you have a choice of plans, opt for the simpler approach. For example, you may be more satisfied with fewer options for doctors in order to have coverage with less complicated costs.
• Before enrolling in a health plan, familiarize yourself with online tools that may be offered by your insurance company. Some health plans are set up to offer online services to track your medical condition, receive prescriptions, make appointments, or even email your doctor.
• If you obtain health insurance coverage through your employer, be prepared for fewer choices. More than one-half of health plan members who receive health insurance at work are given only one option.
• If you purchase coverage on your own, understand how your state will offer a health insurance exchange (such as the Massachusetts Connector). This is a new feature based on the Affordable Care Act, which is intended to make it easier for individuals to find affordable coverage.

The 2012 U.S. Member Health Plan Study is based on responses from more than 32,000 members of commercial health plans. The study was fielded in November 2011 and January 2012. For more comprehensive health plan rankings for all 17 U.S. regions, please visit www.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 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:

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]

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

Regional Press Releases

• California
• Colorado
• East South Central Region
• Florida
• Heartland Region
• Illinois-Indiana Region
• Michigan
• Minnesota-Wisconsin Region
• Mountain Region
• New England Region
• Northwest Region
• New York-New Jersey Region
• Ohio
• Pennsylvania
• South Atlantic Region
• Texas
• Virginia-Maryland-Washington, D.C. Region

Wireless Network Data Problems Increase as More Subscribers Use Web Applications

1970-01-01

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WESTLAKE VILLAGE, Calif.: 1 March 2012 — Overall wireless network problem incidence has increased from 2011, driven primarily by issues with data services including mobile Web and email, according to the JD Power and Associates 2012 U.S. Wireless Network Quality Performance Study—Volume 1 released today.

Now in the 10th year, this semiannual study evaluates wireless customers’ most recent usage activities in three areas that impact network performance: calling, messaging and data.  Overall network performance is based on 10 problem areas that affect the customer experience: dropped calls; calls not connected; audio issues; failed/late voice mails; lost calls; text transmission failures; late text message notifications; Web connection errors; email connection errors; and slow downloads.  Network performance issues are measured as problems per 100 (PP100) network connections, where a lower score reflects fewer problems and better network performance.  Carrier performance is examined in six regions: Northeast; Mid-Atlantic’ Southeast; North Central; Southwest; and West.

The study finds that data-related issues. including mobile Web and email problems have steadily grown more prevalent since the beginning of 2011.  For example, during the first half of 2011, problem incidence for mobile Web connections, excessively slow mobile Web loading and email connection errors averaged 16 PP100.  This rate increased significantly during the Volume 1 reporting period for the 2012 study (July to December 2011).  Problem rates for other network quality areas, such as calling or text messaging, remain unchanged.

The increase in data-related problems may be attributable to shifts in where wireless customers are using their devices and in the types of services they are accessing.

“The ways and places wireless customers use their devices have changed considerably during the past several years,” said Kirk Parsons, senior director of wireless services at JD Power and Associates.  “For instance, in 2012, 58 percent of all wireless calls are made indoors—where wireless connections can be harder to establish and maintain—compared with only 40 percent in 2003.  In addition, the rapid expansion of smartphone usage has also changed the ways in which wireless customers use their devices, which also impacts network quality.”

According to Parsons, smartphone users send high volumes of calls, text messages and emails, which strains carrier networks more than does using traditional handsets or feature phones.  Increased frequency of mobile video downloads also further exacerbates network strain.  On average, between July and December 2011, wireless customers indicate that they connected to the mobile Web or used mobile email 20 times within a 48-hour period, which translates to 300 mobile Web connections per month, on average. This is an increase from 285 time per month, on average, during the previous six months.

“Based on varying degrees of consistency with overall network performance, it’s critical that wireless carriers continue to invest in improving both the voice quality and data connection-related issues that customers continue to experience,” said Parsons.

According to Parsons, wireless network providers may realize financial benefits by providing high-performing networks.  Among customers who switch to a new carrier to obtain better network coverage, average monthly spending is $17 higher, compared with customers who switch for other reasons.

For a 15th consecutive reporting period, Verizon Wireless rands highest in the Northeast region.  Verizon Wireless achieves fewer customer-reported problems with dropped calls, initial connections, transmission failures and late text messages, compared with regional average.  Verizon Wireless also ranks highest in the Mid-Atlantic, Southeast, Southwest and West regions.

In the North Central region, U.S. Cellular ranks highest for a 13th consecutive reporting period.  Compared with the regional average, U.S. Cellular has fewer customer-reported problems with dropped calls, failed initial connections, audio problems, failed voice mails and lost calls.

The 2012 U.S. Wireless Network Quality Performance Study – Volume 1 is based on responses from 27,438 wireless customers.  The study was fielded between July and December 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 performance improvement, social media and customer satisfaction insights and solutions.  The company’s quality and satisfaction measurements are based on responses from millions of customers 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 12th, 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 included Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indicies, Platts energy information services and JD Power and Associates.  With sales of $6.2 billion in 2011, the Corporation has approximately 23,00 employees across more that 280 offices in 40 countries.  Additional information is available at http://www.mcgraw-hill.com/.

JD Power and Associates Media Contacts:

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

Strength in New-Vehicle Retail Sales is Driving Performance in February

1970-01-01

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WESTLAKE VILLAGE, Calif.: 23 February 2012 — New-vehicle retail sales performance in February has been strong month-to-date, with the selling rate outperforming January’s, according to a monthly sales forecast developed by JD Power and Associates Power Information Network(R) (PIN) and LMC Automotive.

Retail Light-Vehicle Sales

February new-vehicle retail sales are projected to come in at 857,400 units, an increase of 5 percent from February 2011. This represents a seasonally adjusted annualized rate (SAAR) of 12.0 million units, which is more than a million unit increase in the selling rate from January 2012. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

“Retail light-vehicle sales in February are strong, which makes us modestly optimistic about the growth of sales going forward,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “More so, we’re increasingly confident that the fundamentals are in place to continue to support an upbeat sector outlook for the coming year.”

U.S. Retail SAAR–February 2011 to February 2012

(in millions of units)

In addition to pent-up demand due to an aging fleet, factors driving this optimism include a rebound in leasing and availability of consumer credit and long-term financing.Through the first 17 selling days of February 2012, lease penetration is at 20 percent, up from a low of 13 percent in 2009. Meanwhile, 72-month loans account for 23 percent of all retail sales in February 2012–the highest level in five years–up from 19 percent in February 2011. In fact, 72-month loans have increased in 20 of the 27 vehicle segments, with the largest increases in the compact sporty, sub-compact conventional and large utility segments.

“We’re seeing a rebound in leasing and a slight improvement in credit availability, which is bringing customers that were shut out of the market two or three years ago back into dealerships,” said Humphrey. “Both of these elements bode well for consumers in terms of making vehicles more affordable, which will drive more traffic into showrooms.”

Total Light-Vehicle Sales

Total light-vehicle sales in February are expected to come in at 1,064,700 units, which is a 3 percent increase from February 2011. After a robust fleet mix of 25 percent in January 2012, levels are expected to settle in the 19 percent range in February, which is slightly below levels one year ago.

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

¹Figures cited for February 2012 are forecasted based on the first 17 selling days of the month.

²The percentage change is adjusted based on the number of selling days (25 days vs. 24 days one year ago).

Sales Outlook

As pronounced recovery in vehicle sales continues through February, LMC Automotive is increasing its forecast for total light-vehicles in 2012 to 14.0 million units (from 13.8 million units) and to 11.4 million units for retail light-vehicle sales (from 11.3 million units).

“Concerns about the financial crisis in Europe are not holding back the momentum of the automotive recovery in the U.S.,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “The industry is currently well positioned for the best performance since 2007 and is expected to approach full recovery in the next two years with total light-vehicle sales at 16.0 million units by 2014.”

North American Production

North American light-vehicle production was up 22 percent in January, compared with January 2011.The Japanese OEMs, particularly Toyota and Honda, are working to replenish inventory stocks from the 2011 earthquake and tsunami disasters, which is evident in their collective January year-over-year increase of 26 percent. The Detroit 3 and European OEMs each had approximately a 19 percent year-over-year increase in production volume, while the Hyundai group was up nearly 24 percent for the same period. Production levels are expected to continue to increase in the first quarter of 2012, with volume forecasted at 3.7 million units, up 10 percent from the first quarter of 2011.

Vehicle inventory rose to a 66-day supply at the beginning of February (compared with a 52-day supply at the beginning of January). Car inventory is at normal levels with a 60-day supply in February, up from 55 days in January, while truck inventory levels climbed to a 72-day supply (previously at 50 days).Several manufacturers (Hyundai, Subaru, and BMW) continue to have supply constraints with inventory levels under a 40-day supply, which could impact sales performance of some models.

“As the outlook for demand improves and inventory stabilizes, LMC Automotive has increased its North American production outlook for 2012,” said Schuster. The forecast now stands at 14.0 million units (from 13.8 million), which represents an increase of 7 percent from 2011.

JD Power and LMC Automotive have a strategic alliance to share data and produce a monthly new-vehicle retail sales forecasts based on JD Power’s real-time transaction data gathered from more than 8,900 retail franchisees throughout the United States, and LMC Automotive’s analysis and intelligence.

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 LMC Automotive

LMC Automotive, formerly JD Power Automotive Forecasting, is the premier supplier of automotive forecasts and intelligence to an extensive client base of automotive manufacturer, component suppliers, logistics and distribution companies, as well as financial and government institutions around the world. Its global forecasting services encompass automotive sales, production and powertrain expertise, as well as advisory capability. LMC Automotive has offices in the U.S., the UK, Germany, China and Thailand. It is part of the Oxford, UK-based LMC group, the global leader in economic and business consultancy for the agribusiness sector.

Media Relations Contacts

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

Jeff Schuster; LMC Automotive; Troy, Mich.; (248) 680-6711; [email protected]

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