Category: United States

Wireless Customers with Newly Offered Tiered Service Plans Are Often Less Satisfied with Their Carrier’s Customer Care Than Are Customers with Unlimited Plan Offerings

1970-01-01

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WESTLAKE VILLAGE, Calif: 26 July 2012 — Wireless customers who subscribe to tiered service plans that offer varying degrees of  data amounts to access the Internet and related connection based services are considerably less satisfied with their carrier’s customer service than are those with unlimited data plans, according to the JD Power and Associates 2012 U.S. Wireless Customer Care Full-Service Performance Study^SM–Volume 2 and the 2012 U.S. Wireless Customer Care Non-Contract Performance Study^SM–Volume 2, both released today.

Now in their 10th year, these semiannual studies provide a detailed report card on how well wireless carriers offer customer service via three contact channels: telephone; walk-in (retail store); and online. The studies measure satisfaction and processing issues in each contact method, such as the efficiency of problem resolution processes and the duration of hold times.

Overall satisfaction among full-service customers who currently subscribe to tiered data plans, which offer varying levels of data allotments, is 748 on a 1,000-point scale, compared with a significantly higher 775 among those who subscribe to the more traditional unlimited data plans. While satisfaction levels among tiered customers are lower across most of the contact channels, the largest gap in customer satisfaction scores between tiered and unlimited plans is in the telephone channel (34 points). Timeliness in resolving problems and promptness in speaking with a service rep are two of the more problematic areas of performance.

This lower level of satisfaction can be attributed to how these customers are handled from an operational perspective. For example, not only do full-service customers with a tiered plan contact their wireless carrier more often over the last 6 month period than do those with an unlimited plan (49% vs. 46%, respectively), but they also spend an average of 1 minute more on hold waiting to speak with a service rep (5.52 minutes vs. 4.49 minutes, respectively) and have a lower incidence of having their service call resolved in a timely manner (63% vs. 68%, respectively). Part of the problem is a result of the complexity of tiered plans, especially as it relates specifically to incorrect billing charges, or what customers believe are not correct charges for their usage.

“It’s not unexpected that customers who change or upgrade to new service plans would initially be more likely to contact their carrier with questions or problems, particularly with how these service plans may potentially alter usage habits,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “What is important to understand is that with any major service change, the need for simplicity is paramount. Additional
investment is also needed in support services to not only handle the increase in customer interactions, but also to provide service representatives with the necessary training and information across all contact channels in order to offer a timely and superior service experience.”

Verizon Wireless ranks highest in wireless customer care performance among full-service carriers with an overall score of 771. Verizon Wireless performs particularly well in phone contacts that originate in the automatic response system (ARS) channel and are then transferred to a live customer service representative (CSR), and in phone calls made directly to a CSR.

Virgin Mobile ranks highest in overall customer care satisfaction among non-contract service carriers with an overall score of 750. Virgin Mobile performs particularly well in phone contacts that originate in the ARS channel and are then transferred to a live service representative, and in phone calls made directly to a CSR.

The study also finds several key wireless customer care patterns:

• Four in 10 full-service wireless customers who resolved their issue via the online channel say they used their carrier’s online chat function for customer service, an increase of four percentage points from the 2011 Vol. 2 study. In addition, satisfaction is higher among customers who use the online chat function (767) than among those who research information on their carrier’s website (730); email their carrier directly (723); or utilize online user forums (707).  
• Satisfaction averages 234 points higher among non-contract customers whose issues are resolved on the first contact, compared with among those whose issues require multiple contacts (799 vs. 565, respectively).  
• Approximately two-thirds (67%) of full-service customers with a recent customer service issue indicate using a mobile  application, such as an account management link on their smartphone, to contact/monitor their carrier regarding service issues. Overall satisfaction is 42 index points higher among full-service customers who use their carrier’s management app than among those who do not.

The 2012 Wireless Customer Care Full-Service Performance Study–Volume 2 is based on responses from 7,428 wireless customers. The 2012 Wireless Customer Care Non-Contract Performance Study–Volume 2 is based on responses from 3,026 wireless customers. Both studies are based on the experiences of current customers who contacted their carrier’s customer care department within the past six months. The study was fielded from January through June 2012.

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 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

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As Vehicle Appeal Improves, Owners Find That Downsizing Doesn’t Necessarily Mean Downgrading

1970-01-01

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View the results 2012 U.S. Automotive Performance, Execution and Layout (APEAL) Study

WESTLAKE VILLAGE, Calif.: 25 July 2012 — As owners continue to shift toward smaller vehicles, they are finding that the ones they buy are often just as appealing as the larger vehicles they previously owned, according to the JD Power and Associates 2012 U.S. Automotive Performance, Execution and Layout (APEAL) Study^SM released today. gasoline-electric

The study finds that 27 percent of new-vehicle buyers who replaced a vehicle down-d–meaning they purchased a new vehicle in a smaller segment than the vehicle they replaced. In contrast, only 13 percent of buyers upd, while 60 percent purchased a new vehicle in the same segment as their previous vehicle.

“New-vehicle buyers who down are not making the sacrifice that they once were,” said David Sargent, vice president of global automotive at JD Power and Associates.  “Automakers are heavily focused on providing the U.S. market with appealing smaller models, and buyers may be surprised at just how good some of them are.”

The vehicles currently being traded in for new ones are approximately six years old, on average, according to data from JD Power’s Power Information Network(R) (PIN).  During that period of time, vehicle appeal overall has significantly increased, and today’s smaller vehicles are, in many cases, more appealing than the larger vehicles being replaced. In 2012, the average APEAL Study score for vehicles in the compact/sub-compact segment is 765 points (on a 1,000-point scale), which is the same as the average for mid vehicles in the study in 2008.  Similarly, in 2012, the average APEAL Study score for vehicles in the mid premium segment is 844, the same as the average for large premium vehicles in 2008.

“For many years, almost twice as many vehicle owners have downd, compared with those who have up d,” said Sargent.  “Although larger models continue to attain higher APEAL Study scores than smaller models, as they typically provide higher performance, have more pleasing styling, are more comfortable and include more features, owners who down find that today’s compact models are not the ‘econoboxes’ that they may have once feared.  For example, most compact vehicles are more substantial than in the past and perform much better on the road.  They also have many of the features and appointments that were previously found only on larger models.  Vehicle owners who down are often finding that they are actually upgrading when they buy a new vehicle.”

The downsizing trend also has an impact on owner satisfaction with the fuel economy of their new vehicle. While overall vehicle appeal continues to improve, increasing seven points year over year, the greatest improvement is in fuel economy. Furthermore, 47 percent of owners say gas mileage was one of the most important factors in choosing their new vehicle, up from 40 percent in 2011.

Model-Level and Nameplate Rankings

Chevrolet receives the highest number of segment awards of all brands included in the study for the Avalanche, Sonic and Volt models.

Seven brands each receive two model awards: Audi (for the A6 and A8); Dodge (Challenger and Charger); Ford (Expedition and Flex); Kia (Optima in a tie and Soul); MINI (Countryman and Coupe/Roadster); Nissan (Frontier and Quest); and Porsche (Cayenne and 911). The Audi A8 achieves the highest APEAL Study score of any model in the industry in 2012.

Also receiving awards are the BMW 3 Series; Infiniti QX56, Range Rover Evoque; Mercedes-Benz SLK-Class; and Volkswagen Passat in a tie.

Porsche is the highest-ranking nameplate for an eighth consecutive year. Dodge, Jaguar and Ram achieve the greatest year-over-year improvements, increasing scores by 21, 20 and 19 points, respectively.

JD Power offers the following tips to consumers when purchasing a new vehicle:

• Have realistic expectations about the fuel economy of your vehicle, and remember that the city/highway/combined mileage ranges listed on the window sticker are merely estimates provided by the EPA. Your actual miles per gallon will vary due to many factors, including driving and weather conditions, driving style, tire inflation and the overall condition of your vehicle.
• Know the type of fuel your prospective new vehicle requires, including premium unleaded or diesel, and take that into account when budgeting for it.
• Before you buy, ask your salesperson to demonstrate all of the audio/entertainment/navigation features on the vehicle. Also, have them assist you in connecting your mobile device or portable audio player to the vehicle’s communication system or audio interface in order to test for a good hands-free connection and to make sure the system recognizes your commands.
• Although exterior styling is the highest-scoring category in the 2012 APEAL Study and often the most significant purchase reason for many buyers, consider all aspects of a vehicle to ensure that in addition to looking good to you, it also meets your needs. Some vehicles that look good may have design-related issues, such as being hard to see out of, or may not offer the cargo space you desire.

The APEAL Study examines how gratifying a new vehicle is to own and drive, based on owner evaluations of more than 80 vehicle attributes. The 2012 APEAL Study is based on responses gathered between February and May 2012 from more than 74,000 purchasers and lessees of new 2012 model-year cars and light trucks who were surveyed after the first 90 days of ownership. The APEAL Study complements the Initial Quality Study (IQS), which focuses on problems experienced by owners during the first 90 days of ownership.

About JD Power and 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

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As Guests Return to Hotels, Rates Increase and Industry Fundamentals Improve, Hoteliers Are Falling Further Behind in Meeting Guest Expectations

1970-01-01

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WESTLAKE VILLAGE, Calif.: 25 July 2012 — While the hotel industry continues to gradually recover from the economic downturn, guest satisfaction with the underlying hotel experience continues to deteriorate as hoteliers fall further behind guest expectations, according to the JD Power and Associates 2012 North America Hotel Guest Satisfaction Index Study^SM released today.

Now in its 16th year, the study measures overall hotel guest satisfaction across seven hotel segments: luxury; upper upscale; upscale; mid-scale full service; mid-scale limited service; economy/budget; and extended stay. Seven key measures are examined within each segment to determine overall satisfaction: reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees.

Overall guest satisfaction has declined to 757 on a 1,000-point scale, down 7 index points from 2011. However, guest satisfaction with the underlying experience has deteriorated much more than this score suggests, as relatively high levels of satisfaction with cost and fees mask declines in other areas of the guest experience. Satisfaction with check-in/check-out; food and beverage; hotel services; and hotel facilities are at new lows since the 2006 study and satisfaction with guest room has declined within one point of its lowest level in the past seven years.

“As the industry continues to recover and rates increase, hoteliers need to get back to the fundamentals and improve the overall guest experience,” said Stuart Greif, vice president and general manager of the global travel and hospitality practice at JD Power and Associates. “Charging guests more and providing less is not a winning combination from a guest satisfaction perspective, much less a winning business strategy.  In short, hoteliers are falling further behind and need to catch up.”

The Staff Opinion Model, a new portion of the 2012 study, examines guest satisfaction with hotel staff by staff type across the guest experience. Overall, 56 percent of hotel guests have a high opinion of staff; 34 percent have an average opinion; and 10 percent have a low opinion of staff. Satisfaction is significantly higher among guests with a high opinion of hotel staff (average of 841 index points), compared with those with an average (673) or low (570) opinion of staff.

“Advocacy and loyalty rates are also much higher among guests with a high opinion of the hotel staff. These guests are also more likely to use various hotel services, such as eating at a hotel restaurant,” said Jessica McGregor, senior manager of the global travel and hospitality practice at JD Power and Associates. “A friendly, service-oriented staff helps drive top- and bottom-line financial performance, not just satisfaction, by also generating greater repeat business and positive word of mouth.”  

Yet it’s not just room rates that affect customer satisfaction with costs and fees; as more than one-half of guests use the Internet during their hotel stay, charges for access can drag down satisfaction.  The study finds that 55 percent of hotel guests use the Internet during their hotel stay–an increase from 20 percent in 2006–and 87 percent use Wi-Fi to connect. Among those that use the Internet, only 11 percent are charged an additional fee to connect. Yet those that were charged a fee have an average costs and fees satisfaction score of 688, 76 index points lower than those that were not charged a fee or the fee was part of the room rate. Complimentary Internet access is more likely included at mid-scale limited service, mid-scale full service, upscale, and economy/budget hotels.  

“Guests enjoy Wi-Fi for free in many places outside of their hotel experience, such as in coffee shops, restaurants and other locations, setting expectations against which hotels are compared,” said McGregor. “When guests learn they have to pay for Internet or when connection speeds are slow at a hotel, they are much more dissatisfied than they were in the past”

Research conducted by JD Power’s Consumer Insight & Strategy Group¹; to track social media activity finds that:

• Hotels that charge extra for Internet access are perceived as taking advantage of guests, especially given the number of places that offer this service for free.
• While consumers use social media to complain about how slow Internet connections are at hotels, it is not uncommon for hotel guests to praise hotel brands that are known for fast, reliable Internet service.
• While complaints about Internet fees charged by hotels are common, rolling Internet charges into a generic “resort fee” heightens resentment among hotel guests.  
• Loyalty club members have come to expect free Internet as a perk at their hotel of choice.  

The following hotel brands rank highest in guest satisfaction within their respective segments:

• Luxury: The Ritz-Carlton (for a third consecutive year)
• Upper Upscale: Omni Hotels & Resorts
• Upscale: Hilton Garden Inn and SpringHill Suites (in a tie)
• Mid-Scale Full Service: Holiday Inn (for a second consecutive year)
• Mid-Scale Limited Service: Drury Hotels (for a seventh consecutive year)
• Economy/Budget: Jameson Inn
• Extended Stay: Homewood Suites (for a third consecutive year)

The study also examines how guests book their hotel stay. Guests who book through an online travel agency (OTA) tend to be more price sensitive; have lower levels of satisfaction with their stay; are less loyal to hotel brands; and tend to report more problems, compared with guests who book through the hotel website or call the hotel or hotel brand directly. Satisfaction among guests who book through the hotel brand website or call directly averages 774 and 768, respectively, compared with guests who book through an independent website or online travel agency (OTA), 729.

“There will always be some guests for whom price sensitivity trumps all else and who will use independent websites or OTAs to make their reservation,” said Ramez Faza, senior manager of the global travel and hospitality practice at JD Power and Associates. “However, independent website and OTA customers still represent an opportunity for hoteliers. Once these guests are at a hotel, there is the opportunity for the hotel to provide an outstanding experience and create reasons for them to return to the brand and book through its channels for future stays.”

For hotel guests, JD Power and Associates offers the following tips:

• If you book via any channel other than directly through the hotel, call the hotel to confirm your reservation and get the hotel’s confirmation number for your reservation.
• Ask the hotel staff if Internet is included in the room rate or if there are additional fees so there are no surprises when you check out.
• To make the check-in process quick and easy, have your reservation confirmation, credit card and driver’s license ready. Verify that the rate charged is the rate originally quoted.
• If you have a problem during your stay, report it to the front desk right away–the hotel staff can’t help if they aren’t aware that there is an issue.
• Most hotels have established checkout times ranging from 11 a.m. to 2 p.m. If you need additional time, request it in advance; otherwise, you may be charged an additional fee.

The 2012 North America Hotel Guest Satisfaction Index Study is based on responses gathered between August 2011 and May 2012 from more than 61,700 guests from the United States and Canada who stayed in a hotel in North America between June 2011 and May 2012.

[1] North America hotel guest social media research includes information gathered online from July 2011 through May 2012, and consisted of more than 86,000 online communications across various social media.

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:

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [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

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The Hartford’s Small Business Call Centers Recognized for Providing an Outstanding Customer Service Experience

2012-07-24

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WESTLAKE VILLAGE, Calif.: 24 July 2012 — The Hartford Financial Services Group, Inc. has been recognized for customer satisfaction excellence for its small business insurance call center operations under the JD Power and Associates Call Center Certification Program^SM. The Call Center Certification Program distinction acknowledges a strong commitment by The Hartford’s call center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.  As part of its evaluation, JD Power and Associates conducted a random survey of The Hartford’s customers who recently contacted its call centers in Charlotte, N.C.; Clinton, N.Y.; and San Antonio, Tex.

“Congratulations to The Hartford for achieving certification, which illustrates its commitment to delivering outstanding service to customers contacting its small business call centers,” said Mark Miller, senior director at JD Power and Associates.

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 honored to receive the JD Power Certification award for our small business call centers,” said Raymond Sprague, senior vice president of Small Commercial insurance at The Hartford. “We know that business owners are pressed for time, so we are committed to making their interactions with us as efficient as possible, so they can focus on what is most important to them – their business.”
 
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]
Pamela Rekow; The Hartford; (860) 547-8990; [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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A Decrease in Satisfaction with Fees along with Declining Perceptions of Bank Reliability Contribute to a Decline in Customer Loyalty and Advocacy at Retail Banks in Canada

1970-01-01

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TORONTO: 19 July 2012 — Overall customer satisfaction with the Big 5¹ and mid banks in Canada has declined this year, due largely to a decline in fee satisfaction, according to the JD Power and Associates 2012 Canadian Retail Banking Customer Satisfaction Study^SM released today.

The decline in satisfaction directly impacts loyalty and advocacy metrics, both of which have dropped year over year. The advocacy metric, or the percentage of customers who say they “definitely will” recommend their bank to family and friends, declines by five percentage points, while customer loyalty, or the percentage of customers who say they “definitely will” reuse their bank in the future, declines by four percentage points, compared with 2011. In addition to the impact of the decline in satisfaction, loyalty and advocacy rates have also been negatively affected by deterioration in customers’ perceptions of their bank’s brand image, which is most notably reflected in declines in perceptions of reliability and financial stability.

The primary cause of the decrease in fee satisfaction is an increase in the number of changes to fee structures, with 27 percent of customers experiencing changes, compared with 17 percent in 2011. As a result of fee structure changes, satisfaction with fees has declined by 25 points to 592 (on a 1,000-point scale) from 2011.

“Not only are customers frustrated with changes to their fee structure, but many are also confused by the changes, leading to the lower satisfaction,” said Lubo Li, senior director of the financial services practice at JD Power and Associates. “Banks may try to offset the dissatisfaction with these changes by proactively communicating with their customers and ensuring that they fully understand what the changes are and why they are occurring.”

The Shift to Digital Banking

Online usage has increased during the past three years to 86 percent in 2012 from 80 percent in 2010. Online usage now exceeds branch usage, which has fallen steadily during the past three years. In addition to increased online usage, mobile phone usage has also increased since 2010–doubling to 8 percent.   

“As digital banking has surpassed traditional branch-based banking as the channel of choice, it has become a primary differentiator among the brands. It’s a key differentiator for the highest performers in the Big 5 and mid banks segment and a contributor as to why some mid banks outperform the Big 5 Banks from an overall customer satisfaction standpoint,” said Li.

With customers’ increased focus on digital banking, it is even more critical that banks’ websites satisfy customer needs; however, online satisfaction has declined by eight points in 2012, compared with 2011. Online satisfaction is down, due primarily to lower ratings for ease of navigating website and range of services performed online.

The study also finds that despite the shift to digital channels, branch locations continue to be an important driver of satisfaction. To address this, banks need to focus on ensuring tellers and representatives are not only courteous to customers, but also equipped to address all of their needs. In addition, simple touches and amenities–such as complimentary reading materials, beverages, or television–are a cost-effective way to lift satisfaction.
 
Financial advisors, included for the first time in the 2012 study, may have a positive impact on satisfaction. Overall satisfaction is 824 when the advice provided by a financial advisor completely meets customers’ needs, compared with 735 when no advisor is assigned. However, overall satisfaction is 700 when a financial advisor provides advice that only partially meets their needs. Customer satisfaction declines even further to 585 when the advice does not meet their needs at all.

“Offering assigned financial advisors is a risk, but one that pays off with highly satisfied customers if the advisor takes the time to fully understand and address the needs of customers,” said Li. “If the right personnel are not on staff, it may be better not assigning anyone.”

According to Li, Canadian banking customers may improve their overall retail banking experience by considering some basic tips:

• Stay engaged with your bank and keep informed of new products and services; consider utilizing the bank’s financial advisor.
• Make sure you fully understand your bank’s fee structures.
• Find out which discounts you may qualify for (e.g., student, senior, total holdings with the bank and minimum balance).
• Educate yourself about the bank’s available online and mobile capabilities. Also be aware of any costs associated with using those services and whether the features meet your ongoing needs.

The study, now in its seventh year, examines customer satisfaction with their primary financial institution in three segments: Big 5 Banks, mid banks and credit unions. In all segments, customer satisfaction is measured across seven factors (listed in order of importance): account activities; account information; facilities; product offerings; fees; financial advisor; and problem resolution.

TD Canada Trust ranks highest in overall customer satisfaction among Big 5 Banks for a seventh consecutive year, achieving a score of 769. TD Canada Trust performs well in all seven factors.

Among mid banks, ING Direct Canada ranks highest in overall customer satisfaction with a score of 834. ING Direct Canada performs particularly well in four of the seven factors: fees, account information, account activities and product offerings.

The 2012 Canadian Retail Banking Customer Satisfaction Study is based on responses from nearly 12,000 customers who use a primary financial institution for personal banking. The study includes the largest financial institutions–banks and credit unions²–in Canada and was fielded in February and May 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:

Gal Wilder; Cohn & Wolfe; Toronto, Canada; (647) 259-3261; [email protected]
Beth Daniher; Cohn & Wolfe; Toronto, Canada; (647) 259-3279; [email protected]
John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [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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Salt River Project Call Centers Recognized for Providing An Outstanding Customer Service Experience

2012-07-18

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WESTLAKE VILLAGE, Calif.: 15 June 2012 — Salt River Project has been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Call Center Certification Program^SM. The Call Center Certification Program distinction acknowledges a strong commitment by Salt River Project’s service call center operations to provide “An Outstanding Customer Service Experience.”

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

“In achieving certification, Salt River Project has demonstrated its commitment to deliver outstanding service to customers contacting its call center,” said Mark Miller, senior director at JD Power and Associates. “Customer service representatives perform particularly well in being courteous and knowledgeable, as well as in resolving problems, questions or requests in a timely manner.”

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.
 
“Our focus is to make customer interactions with us rewarding, easy and pleasant,” said Michael Lowe, SRP Associate General Manager and Chief Customer Executive. “Answering calls promptly, politely, with empathy, and with focus on solutions is something SRP does exceptionally well.”

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]

Patty Garcia-Likens; Salt River Project; Phoenix, AZ; (602) 236-2500; [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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Appliance Brands Respond to Challenging Market to Regain Highest Rankings

1970-01-01

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WESTLAKE VILLAGE, Calif.: 18 July 2012 — While customer satisfaction with appliances has declined slightly from 2011, some manufacturers have managed to differentiate their brands and increase customer satisfaction, regaining previously held high rank positions, according to the JD Power and Associates 2012 Laundry Appliance Satisfaction Study^SM and the JD Power and Associates 2012 Kitchen Appliance Satisfaction Study^SM released today.

In the Laundry Appliance Satisfaction Study, now in its seventh year, Samsung ranks highest in customer satisfaction with clothes washers and clothes dryers, repeating its performance from previous years. In the Kitchen Appliance Satisfaction Study, in its eighth year, Samsung ranks highest in satisfaction with refrigerators; Bosch ranks highest for dishwashers; and Kenmore Elite ranks highest for ranges, cooktops and ovens–all manufacturers repeating performances of previous years.

“As the economy improves, appliance manufacturers are looking to maintain and grow their market position by opening new manufacturing plants and launching new product lines,” said Christina Cooley, senior manager of the home improvement practice at JD Power and Associates. “Customers increasingly want more from their appliances, and manufacturers are working incredibly hard to differentiate themselves in a competitive market in terms of offering products that are easy to use and have innovative features, while maximizing value.”

Customer satisfaction is measured in six factors: performance and reliability (including how well the appliance functions, noise level and energy efficiency); features (such as the usefulness of settings available and appliance capacity); ease of use; styling and appearance; price; and warranty.
Laundry Appliance Satisfaction Study

Clothes Washers
Samsung ranks highest in customer satisfaction with clothes washers for a fourth consecutive year, achieving a score of 824 on a 1,000-point scale. Samsung performs particularly well in three factors: performance and reliability; price; and styling and appearance. Samsung is followed in the rankings by Kenmore Elite (816), LG (814) and Electrolux (797).

Clothes Dryers
For a fifth consecutive year, Samsung ranks highest in customer satisfaction with clothes dryers (822). Samsung performs particularly well in three factors: performance and reliability; ease of use; and price. Following Samsung in the rankings are LG (818), Electrolux (799) and Kenmore Elite (798).

Kitchen Appliance Satisfaction Study

Refrigerators
With a score of 807, Samsung has regained its highest ranking in customer satisfaction with refrigerators, a position it held from 2005 to 2010. Samsung performs particularly well in the features and price factors. Samsung is followed in the rankings by Sub-Zero (802), Kenmore Elite (786) and LG (777).

Dishwashers
Bosch ranks highest in customer satisfaction with dishwashers, a position it held from 2006 to 2008. With a score of 801, Bosch receives particularly high ratings in the performance and reliability factor. Bosch’s high overall performance is due to score increases in all six factors. Bosch is followed in the rankings by Miele (797), KitchenAid (792) and Kenmore Elite (790).

Cooktops/Ranges/Ovens
Kenmore Elite (810) ranks highest in customer satisfaction with ranges, cooktops and ovens. With a year-over-year increase of 19 points, Kenmore Elite achieves the largest improvement of any brand in this segment and regains the highest rank position that it last held in 2006. The brand consistently improves in every aspect of the customer experience and performs particularly well in the performance and reliability and price factors. Kenmore Elite is followed in the rankings by Wolf (803) and Viking (802).

Consumer Tips
Research conducted by JD Power’s Consumer Insight and Strategy Group  finds that consumers are looking for products that make their lives easier and allow them to enjoy more time with friends and family. With that in mind, JD Power offers the following tips for consumers shopping for kitchen and laundry appliances:

• Keep budget considerations in line with how long you plan to own your appliance. If you plan to keep an appliance for many years, it might be worth spending more money for a brand that offers strong reliability.
• Seek out the appliance/brand that will best meet your needs in terms of features and ease of use. Choosing a brand that is overly complicated that provides features you will rarely use may have a negative impact on your overall satisfaction with the appliance.
• Take advantage of your time at the retailer to have them demonstrate the operation and function of the appliance.

The 2012 Laundry Appliance Satisfaction Study is based on responses from more than 4,600 customers who purchased clothes washers and/or clothes dryers during the past 24 months. The study was fielded between January and February 2012.

The 2012 Kitchen Appliance Satisfaction Study is based on responses from more than 4,100 customers who purchased dishwashers; more than 3,800 who purchased cooktops/ranges/ovens; and more than 4,600 who purchased refrigerators during the past 24 months. The study was fielded between 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

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How Well the Sales Staff Connects with Customers Has an Impact on Overall Satisfaction with Appliance Retailers

1970-01-01

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WESTLAKE VILLAGE, Calif.: 18 July 2012 — Simple behaviors, such as greeting customers promptly when they enter an appliance retail store, may result in higher levels of customer satisfaction, according to the JD Power and Associates 2012 Appliance Retailer Satisfaction Study^SM released today.

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

The study finds that while sales staff and service is the most important driver of overall customer satisfaction with an appliance retailer, there are relatively simple behaviors salespeople can perform to positively impact customer satisfaction. For example, while most customers say they are able to find sales staff to assist them, there is a larger gap across retailer performance in terms of how quickly customers are greeted. Among customers who are greeted promptly by the sales staff, satisfaction scores average 817 points on a 1,000-point scale, 32 points higher than the industry average of 785.

“What customers truly require when shopping from a retailer is an available salesperson to assist them, and that they will be courteous, knowledgeable and able to effectively demonstrate the appliance,” said Christina Cooley, senior manager of the home improvement practice at JD Power and Associates. “Interestingly, these aren’t areas that typically require significant investment. It’s important, however, for retailers to make sure they are hiring the right people and providing the necessary training so they can be as helpful as possible in translating customer needs when making recommendations on specific appliances and brands.”

The study finds that overall satisfaction with appliance retailers has declined by 5 points from 2011, with satisfaction scores decreasing in all factors.

Lowe’s ranks highest in satisfying appliance retail customers for a third consecutive year. With a score of 801, Lowe’s performs particularly well in the store facility, price and delivery service factors. Following Lowe’s in the rankings are hhgregg (795), which performs well in sales staff and service and merchandise, and Sears (788), which performs well in installation service.

Consumer Tips

According to the study, retailers have a lot to gain from providing a positive appliance shopping and purchase experience, as delighted customers are more likely to be loyal to that retailer not only for future appliance purchases, but also for other merchandise. JD Power offers the following tips for consumers shopping for kitchen and laundry appliances at a major retailer:

• Retailers will generally match prices from competitors, so focus more on choosing the appliances and services you need and point out any price variances that the retailer may address for you.
• On average, consumers visit a retailer two to three times prior to purchasing an appliance. It may save you time if you research both the appliances you need and the retailers beforehand so you know that the retailer you visit has the appliance you’re interested in. In addition, most retailers are well positioned to show you competitive retailer pricing and discuss the benefits of shopping at their store, which may help you feel comfortable about not visiting several different retailers.
• Make sure you receive the attention, guidance and recommendations you need to feel comfortable with your purchase. There is no need to settle for a mediocre or unpleasant experience. Plenty of retailers are looking for the opportunity to help you with your appliance purchase.

The 2012 Appliance Retailer Satisfaction Study is based on responses from more than 4,100 customers who purchased a laundry or kitchen appliance within the previous 24 months from a major appliance retailer. The study was fielded between 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

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Auto Insurance Claims Satisfaction Rebounds after Declining Significantly In the First Quarter of 2012
 

1970-01-01

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WESTLAKE VILLAGE, Calif.: 17 July 2012 — Customer satisfaction with the auto claims experience has returned to levels similar to those in the second half of 2011, after a notable decrease in the first quarter of 2012, according to the JD Power and Associates 2012 U.S. Auto Claims Satisfaction Study^SM-Wave 3 released today.

The study measures customer satisfaction with the claims experience for auto physical damage loss. Depending on the complexity of the claim, an individual may experience some or all of the following, which are measured in the study: first notice of loss; claim service interaction; damage appraisal; repair process; rental experience; and settlement.

Overall customer satisfaction has increased by 10 points (on a 1,000-point scale) to 852 from the first quarter of 2012. Satisfaction with settlement, the largest driver of increased satisfaction, is one of the most improved among the six factors, with a 12-point increase from the first quarter of 2012. Satisfaction in all factors has increased in the second quarter, compared with the first quarter.

The study finds the amount paid out-of-pocket (the amount of money paid over and above the deductible) decreases by $36 to an average of $218 in the second quarter of 2012, compared with the first quarter. Among the 21 percent of claimants who had an out-of-pocket expense, the percentage that spent more than $300 has decreased to 22 percent, compared with 25 percent in the first quarter. Settlement satisfaction falls significantly among claimants paying in excess of $300 above and beyond their deductible, with satisfaction 89 index points lower than among those who pay only their insurance deductible.

“The amount spent out-of-pocket most definitely affects the perception of fairness of a settlement, further influencing satisfaction with the overall auto claims process,” said Jeremy Bowler, senior director of the insurance practice at JD Power and Associates. “Additionally, the settlement factor is influenced highly by the clarity and thoroughness of the settlement explanation given to the customer by the insurance company. If the customer understands the process and what they are paying for, they tend to have higher satisfaction with their experience.”

After increasing steadily for two consecutive quarters, the average claim duration for a repairable vehicle (from reporting the claim to the vehicle being returned to the customer, is now 13.7 days, a slight improvement from 14 days in the first quarter of 2012. Most of this improvement is due to customers taking their vehicle to the repair facility quicker. In the first quarter findings, claim duration had increased due to customers waiting nearly one day longer, on average, to take their vehicle in for repair, perhaps influenced by the holiday season. This increase is reduced by nearly one-half day in the second quarter and may have influenced the improved performance of insurers in managing expectations for the length of the claims process.  Satisfaction with the repair process has rebounded from the first quarter by 10 points.
 
“While average damage severity and, hence, the repair time is relatively unchanged from last quarter, we are seeing an increase in satisfaction,” said Bowler. “This increase may be due to the perception that the claims process is moving faster. From the time a person notifies their insurer of the accident or loss, on average, vehicles were getting to the repair facility half a day faster, expediting appraisals such that settlement explanations also occurred an average of half a day sooner–both key metrics for delivering a satisfying claims experience.”

The 2012 U.S. Auto Claims Satisfaction Study–Wave 3 is based on responses from more than 2,600 auto insurance customers who filed a claim within the past 6 months. The study excludes claimants whose vehicle only incurred glass/windshield damage or was stolen, or who only filed roadside assistance claims. Survey data for Wave 3 of the study was gathered between April and May 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

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Bank of America Merrill Lynch’s Service Call Centers Recognized for Providing An Outstanding Customer Service Experience

2012-07-03

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WESTLAKE VILLAGE, Calif.: 3 July 2012 — Bank of America Merrill Lynch has been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Call Center Certification Program^SM. The Call Center Certification Program distinction acknowledges a strong commitment by Bank of America Merrill Lynch’s service call center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.  As part of its evaluation, JD Power and Associates conducted a random survey of Bank of America Merrill Lynch customers who recently contacted its call centers in Charlotte, N.C.; Jacksonville, Fla.; Norfolk, Va.; Windsor, Conn.; Seattle, Wash.; and Brea, Calif.

“In achieving certification for the third consecutive year, Bank of America Merrill Lynch Global Corporate and Commercial Banking Client Services has shown that they are committed to providing an outstanding service to customers contacting its call centers,” said Mark Miller, senior director at JD Power and Associates. “According to customer research, their customer service representatives perform particularly well in resolving problems, questions or requests in a timely manner.”

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.
 
“Delivering superior client service is our number one priority at Bank of America Merrill Lynch, so we are honored to receive recognition from JD Power and Associates for a third consecutive year,” said Bill Pappas, Chief Information Officer of Global Wholesale Banking Technology and Operations for Bank of America Merrill Lynch. “This award is a tribute to our outstanding contact center employees and their unwavering commitment to clients.”

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:

AJ Teachout; JD Power and Associates; Troy, Mich.; (248) 245-8156; [email protected]
Mark Pipitone; Bank of America; Charlotte, N.C.; (980) 387-4907; [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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