Category: United States

Business Wireline Customer Satisfaction Remains High Post-Pandemic, JD Power Finds

2021-07-02

jillian.breska

Business broadband customer satisfaction remains high even as most businesses are returning to normal in the wake of the pandemic, according to the JD Power 2021 U.S. Business Wireline Study,SM released today. The study also reveals that, while email is the preferred communication channel, communicating by phone yields higher satisfaction.

“As restrictions ease, business customers continue to be highly satisfied with their broadband service’s alignment to their expectations,” said Ian Greenblatt, managing director at JD Power. “If customer service representatives continue on their current path while maintaining focus on email, considering it is the preferred method of communication, then satisfaction will continue on this upward trend.”

Study Results

In the large enterprise segment, AT&T ranks highest for a fourth consecutive year, with a score of 882.

In the medium business segment (previously the small/medium business segment), AT&T ranks highest for a second consecutive year with a score of 846. Verizon (841) ranks second.

In the small business segment (previously the very small business segment), Verizon ranks highest for a third consecutive year with a score of 785. Comcast (763) ranks second.

The 2021 U.S. Business Wireline Satisfaction Study is based on responses from 4,331 business customers of data and voice services. The study evaluates business wireline experiences across six factors: performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. The large enterprise segment includes businesses with 500 or more employees; the medium business segment includes businesses with 20 to 499 employees; and the small business segment includes businesses with less than 20 employees. The study was fielded in April-May 2021.

For more information about the U.S. Business Wireline Satisfaction Study, visit https://www.jdpower.com/business/resource/us-business-wireline-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Effects of Lockdown Keeps Vehicle Owners Locked in on Their Current Brand, JD Power Finds

2021-07-12

jillian.breska

Vehicle owners remain vastly loyal to their specific brands, in part due to the effects of pandemic lockdowns, according to the JD Power 2021 U.S. Automotive Brand Loyalty Study,^SM released today. With many vehicle shoppers hesitant to venture out to showrooms, they often relied on their relationship with their current dealer.

“The time period for this study traversed nationwide lockdowns, a recovery from the worst of the pandemic and the effect chip shortages had on vehicle inventory,” said Tyson Jominy, vice president of data & analytics at JD Power. “During the height of the lockdown, shoppers who were unable—or unwilling—to visit showrooms in-person weren’t shopping around as much but could still call a dealer and have a vehicle delivered to their homes.

“The bottom line is finding a vehicle required working closely with a dealer and, when presented with obstacles, shoppers turned to the dealer they already knew. As a result, the level of increased loyalty this year is remarkable.”

Using data from the Power Information Network, the study, now in its third year, calculates whether an owner purchased the same brand after trading in an existing vehicle on a new vehicle. Customer loyalty is based on the percentage of vehicle owners who choose the same brand when trading in or purchasing their next vehicle.

The study finds, in general, brand loyalty improved across the board and is also stronger for the highest-ranked brands compared with 2020.

Lexus ranks highest among premium brands for a third consecutive year with a 51.6% loyalty rate. Porsche (50.2%) ranks second, followed by Mercedes-Benz (47.0%), BMW (45.6%) and Audi (45.5%).

Subaru ranks highest among mass market brands and highest overall in the automotive industry for a third consecutive year with a loyalty rate of 61.8%. Toyota ranks second (61.1%), followed by Honda (59.3%), RAM (56.8%) and Ford (53.9%).

The most improved brand year over year in the premium segment is Acura (+7.1 percentage points), while Mazda (+5.9 percentage points) has the highest improvement in the mass market segment.

The 2021 U.S. Automotive Brand Loyalty Study calculations are based on transaction data from June 2020 through May 2021 and include all model years traded in.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
Shane Smith; East Coast; 424-903-3665; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Car Shoppers Reviewing More Manufacturer Website Content as Willingness to Purchase Vehicles Online Continues to Climb, JD Power Finds

2021-07-14

jillian.breska

Nearly half (49%) of all vehicle shoppers are willing to purchase a new vehicle online, which is an increase of 11 percentage points from 18 months ago and 4 percentage points from a year ago, according to the redesigned JD Power 2021 U.S. Manufacturer Website Evaluation Study,^SM —Summer, released today. The study also sees an increase in usage of nearly all manufacturer website content from a year ago, including 360° and static image viewing, consumer reviews and technical specifications.

“As online vehicle shopping and purchase behaviors continue to shift, this study is adapting to accurately reflect these changes,” said Jon Sundberg, director of digital solutions at JD Power. “This year’s study puts more emphasis on auto shopping tools that give consumers the information they need to make online purchase decisions, allowing us to stay on top of these emerging trends and communicate them to auto manufacturers.”

The JD Power U.S. Manufacturer Website Evaluation Study—Summer is a semiannual study that measures the usefulness of automotive manufacturer websites during the process of shopping for a new vehicle by examining four key measures (in order of importance): information/content; visual appeal; navigation; and speed.

This wave’s study finds that overall satisfaction averages 714 (on a 1,000-point scale) for the premium segment and 710 for the mass market segment.

Study Rankings

Acura ranks highest among premium manufacturer websites with a score of 747. BMW (732) ranks second and Mercedes-Benz (730) ranks third.

Buick and Fiat are tied for the highest rank in the mass market manufacturer website segment with a score of 732. Jeep (723) ranks third.

The U.S. Manufacturer Website Evaluation Study, initially released in 1999, is based on responses from 11,443 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded in April-May 2021.

For more information about the U.S. Manufacturer Website Evaluation Study, visit https://www.jdpower.com/business/resource/us-manufacturer-website-evaluation-study

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
Shane Smith; East Coast; 424-903-3665; [email protected]

About JD Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

 

 

Wireless Customers Experience Fewer Streaming and Data Problems as Device Usage Soars, JD Power Finds

2021-07-14

jillian.breska

The average U.S. wireless customer now spends 110 minutes per day using their phone, a 5-minute increase from January of this year. Despite the increased usage on everything from streaming audio to browsing content to gaming, the JD Power 2021 U.S. Wireless Network Quality Performance Study^SM—Volume 2, released today, finds that data and streaming problems have decreased.

“It’s no surprise that customers are spending more time than ever on their phones, but the fact that this increase is occurring without a corresponding increase in cited network quality problems is an encouraging development for the industry,” said Ian Greenblatt, managing director at JD Power.  “Ultimately, what we’re seeing is a combination of improvements from carriers and manufacturers and an increasing level of sophistication among consumers when it comes to getting the most from their wireless devices.”

Study Results

Verizon Wireless ranks highest in all six regions evaluated in the study, achieving the fewest network quality problems per 100 connections (PP100) in call quality; messaging quality; and data quality in the Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West regions.

The 2021 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 32,403 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from January through June 2021.

For more information about the U.S. Wireless Network Quality Performance Study, visit https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-inf

 

EpiAnalytics Expands Automotive Analytics Suite

2021-07-18

Carlsbad, Calif., November 13, 2017 — EpiAnalytics, a leader in text analytics and real-time machine learning solutions, today announced it has augmented its Automotive Analytics Suite with the addition of a new VINoptions™ solution. Designed to deliver VIN-level intelligence to enhance vehicle valuations and comparisons, the VINoptions solution analyzes unstructured vehicle description data to predict vehicle trim levels, installed options, packages, and equipment groups.

“One of the issues we hear from our customers in the automotive industry is the challenge of identifying specific vehicle options, packages and trim within the 17-digit VIN,” said Jim Vecchio, president of EpiAnalytics, Inc. “Our VINoptions solution transforms information from sources such as vehicle listings and seller descriptions into a detailed ‘birth certificate’ for each vehicle. With this VIN-level intelligence, we give users the ability to accurately price and compare vehicles by offering advanced vehicle verification, comparative analysis and automated options entry.”

By normalizing disparate data sources into one configurable format, EpiAnalytics’ VINoptions solution increases the value and usability of vehicle identification and the options data that resides in automobile listings in a more meaningful way. Using proprietary machine learning and natural language processing (NLP) technology, the VINoptions solution identifies specific features, options and vehicle trim based on the vehicle listing enhanced through verification of manufacturer build specifications. In fact, with EpiAnalytic’s normalization process, 98 percent of vehicle trims are identified, as well as key items such as marketing packages and safety features. Aftermarket items, including upgraded wheels or premium sound systems, are also easily identified based on the vehicle description. Other enhancements include:

• The ability to predict trim levels, options, packages, and equipment groups

• A list of associated options that link to the manufacturer build sheets and match to specific pricing / value for a vehicle with those packages and equipment groups

• A subscription database that allows real-time look-up and AutoFill capabilities based on the VINs being analyzed

Insurance companies and financial institutions can also use the VINoptions solution to verify whether specific high-value items are present on a vehicle, while auto auctions can “pre-fill” specific options and packages for more detailed identification of true vehicle value resulting in fewer chargeback mistakes.

For a decade, OEMs, automotive dealers and suppliers have turned to EpiAnalytics to get more options, trims and packages from their existing VIN data. EpiAnalytics offers solutions designed to extract meaningful intelligence from online listings, window stickers and other VIN data sources making it usable for vehicle valuation analysis, comparison, search, and more.

The EpiAnalytics Automotive Analytics Suite, including the VINoptions solution, is available immediately. For more information, call 1+ (858) 381-5700 or visit https://www.epianalytics.com/automotive/.

About EpiAnalytics, Inc.

EpiAnalytics, powers the world’s leading brands by transforming customer and employee feedback and automotive data into valuable insight that is utilized across an organization to drive real-time business intelligence. EpiAnalytics’ founders have a combined 30 years of the experience needed to operate world class analytics solutions for its client. The team possesses over 15 years of direct experience in on demand, real-time AI, machine learning, text-analytics and business intelligence. For more information, please visit www.epianalytics.com or follow us on LinkedIn and Twitter @EpiAnalytics.

 

 

EpiAnalytics Announces Latest Version of VINoptions™

2021-07-18

Carlsbad, Calif., March 22, 2018 — EpiAnalytics, a leader in text analytics and real-time machine learning solutions, today announced its attendance at the National Automobile Dealers Association (NADA) Show 2018, being held March 22-25 in Las Vegas, Nevada, where it will showcase the latest version of its VINoptions™ and VIN database solution. The latest release includes numerous enhancements aimed at increasing the value and usability of vehicle identification, seller descriptions, and options data. At the show, EpiAnalytics representatives will be on hand to demonstrate VINoptions to auction firms, financial service companies and automotive data providers looking to get more options, trims and packages from their existing VIN data.

“If your company is dealing with mountains of unorganized, inconsistent VIN data, and you’re looking at lost revenue and profits from underutilized data, VINoptions is the answer,” said Jim Vecchio, president of EpiAnalytics “With our VINoptions and VIN database solution, you can now pinpoint exactly which features, options and packages are on a vehicle at the 17-digit VIN. This will help you avoid leaving money on the table or missing opportunities associated with incomplete data.”

While VIN data contains valuable information about a vehicle, it is not always easy for buyers or sellers to discern a vehicle’s true value based on the VIN number alone. Using VINoptions’ pre-fill feature, auto inspectors can dramatically improve the efficiency and accuracy of their inspections, leading to fewer liabilities and potentially millions more per year in revenue. VINoptions offers open APIs and real-time integration with in-house data management solutions making it easy for inspectors to verify options that are present on a vehicle. It can also help uncover options that may have otherwise been overlooked, decreasing the chance of overpaying for a vehicle and increasing opportunities to maximize profits.

Companies interested in learning more about the VINoptions and VIN database solution can schedule a demo here. For more information, call +1-619-742-0880 or visit https://www.epianalytics.com/automotive/.

About EpiAnalytics, Inc.

EpiAnalytics, powers the world’s leading brands by transforming customer and employee feedback and automotive data into valuable insight that is utilized across an organization to drive real-time business intelligence. EpiAnalytics’ founders have a combined 30 years of the experience needed to operate world class analytics solutions for its client. The team possesses over 15 years of direct experience in on demand, real-time AI, machine learning, text-analytics and business intelligence. For more information, please visit www.epianalytics.com/automotive or call +1-619-742-0880. You can also follow us on LinkedIn and Twitter @EpiAnalytics.

 

 

ZipDeal Chooses EpiAnalytics to Power New & Used Vehicle Delivery System for Auto Dealers

2021-07-18

Carlsbad, CA, and Columbus, OH, March 15, 2021 — EpiAnalytics, a leader in automotive artificial intelligence, today announced a technology integration partnership with ZipDeal, which offers a streamlined, post-sale, pre-F&I vehicle delivery system for automotive dealers. Through this partnership, ZipDeal has integrated EpiAnalytics’ VINoptions solution with its vehicle and accessories module to help dealers improve revenue streams by enabling sales staff to present more details about vehicle options, features and corresponding accessories. The new tool, which launched last summer, is available to dealers now. 

“Our collaboration with EpiAnalytics offers a powerful solution in terms of providing vehicle equipment data, options and matching accessories to help dealers increase their customers’ satisfaction and deliver a better buying experience, while increasing revenue streams,” said Tony Gomez, Chief Executive Officer, ZipDeal, LLC. “By integrating our platform with EpiAnalytics’ technology, we’re enabling dealers to reduce the barriers associated with closing the deal by providing their customers with unprecedented access to information about the vehicle they’re purchasing, which can help them determine how certain add-ons and accessories might impact their payment.”

The ZipDeal platform leverages EpiAnalytics technology to extract and categorize VIN-level information and provides standardized OEM specifications for each vehicle. The integration of EpiAnalytics technology with ZipDeal is a benefit to dealers seeking better, more robust data about a vehicle’s exact specifications. Additional benefits of this combined solution allow automotive dealers to: 

• Increase revenue derived per vehicle through add-ons and accessories that are critical to a dealership’s bottom line

• Improve customer satisfaction and tenure through a consistent and personalized delivery experience

• Reduce time and expenses associated with contracts in transit (CITs) after vehicle delivery

“We are extremely excited to be working with ZipDeal,” said James Vecchio, President, EpiAnalytics, Inc. “Automotive data contains extremely valuable information about a vehicle, however it is not always easy for buyers or sellers to discern a vehicle’s actual equipment, trim or options using a standard VIN decode. The streamlined experience that ZipDeal provides by integrating our VINoptions solution with their platform gives automotive dealers and their customers a better car buying experience overall.”

Companies interested in learning more about ZipDeal can schedule a demo here. To learn more about VINoptions, call +1-619-742-0880, visit www.epianalytics.com/automotive-intelligence or schedule a demo here.

About ZipDeal

Based in Columbus OH, ZipDeal is the first online tool to link all of the processes between the end of vehicle negotiations and entering the F&I office on one customer-facing platform. It leads customers through the titling and registration process, insurance information, finance and protection products, vehicle features, personal vehicle settings, and posting online reviews. By putting customers in the driver’s seat, dealerships deliver a consistent and personalized delivery experience that increases F&I profits, improves cash flow, boosts CSI, and a dealership’s online reputation while mitigating frustrating customer downtime. Visit ZipDeal at https://www.zipdeal.com/.  

About EpiAnalytics, Inc.

EpiAnalytics delivers information services to manufacturers, dealers, auctions, finance and insurance companies. The company helps automotive clients increase customer loyalty, target and win new business, and make better lending and vehicle purchase decisions. Its VINoptions Database houses more than 200 million vehicles to meet the industry’s growing demand for an integrated information source. EpiAnalytics advanced AI and machine learning services help clients convert data and information into improved business results. For more information on EpiAnalytics and its suite of services, visit our website or call +1-619-742-0880. You can also follow us on LinkedIn and Twitter.

Media Contact for EpiAnalytics:

Bree Bolognese

760.231.7902

[email protected]

Media Contact for ZipDeal:

Blair King

833.685.1570

[email protected]

 

Electric Utility Sustainability Initiatives Not Connecting with Consumers, JD Power Finds

2021-07-21

jillian.breska

Few local electric customers have any idea what their utility is planning to do to improve the environment despite a historic bipartisan infrastructure proposal that calls for the single largest federal investment in clean energy, countless clean-air initiatives launched by local utilities and growing consumer interest in clean energy. According to the JD Power 2021 Sustainability Index, released today, just 23% of customers are aware their electric utility has declared a goal to reduce greenhouse gas emissions.

“Consumer awareness and support for climate sustainability initiatives of local electric utilities remains low despite growing national attention on sustainability and the environment,” said Andrew Heath, senior director of utilities intelligence at JD Power. “This is a big issue because utilities are developing a number of sophisticated sustainability strategies and, eventually, customers are going to be asked to fund these investments and modify their electric consumption. If they want customer support, utilities really need to act quickly to increase awareness for their sustainability initiatives.”

Following are some key findings of the 2021 index:

• Persistently low consumer awareness for utility climate initiatives: The overall sustainability scores for electric utilities evaluated in the study—which are based on consumer awareness, support, engagement and advocacy for their local utility’s climate initiatives—is 27 (on a 100-point scale), up just one point from 2020. Only 23% of electric utility customers say they are aware of their utility’s goals to reduce greenhouse emissions.
• Lack of faith: Only 46% of customers believe their utility is likely to achieve a goal of 100% clean energy by 2050.
• Some utilities show significant improvement: While overall sustainability scores have not moved much, a handful of utilities achieved significant improvement from last year’s study. On a 100-point index scale, they are Alliant Energy (+4.6 points), Avangrid (+4.3), Salt River Project (+3.9), Evergy (+3.1), CMS Energy (+3.0) and Duquesne Light (+3.0).
• Highest-scoring utilities: NextEra Energy and Sacramento Municipal Utility District have the highest scores in 2021, each with a score of 33.

The JD Power Sustainability Index evaluates electric utility customer awareness, support, engagement and advocacy for their local utility’s climate sustainability programs and goals. The index applies to the 35 largest U.S. electric utility companies and cities, each serving 500,000 or more residential customers and is based on responses from 66,494 business and residential electric utility customers and was fielded from June 2020 through May 2021. Additional information is based on the J. D. Power 2021 Sustainability Pulse Study fielded in April 2021.

Following is the full list of electric utility companies and cities that are evaluated, along with their index scores:

Utility                                                              2021 Sustainability Index Score

NextEra Energy                                              33
Sacramento Municipal Utility District        33
Con Edison                                                     32
CPS Energy                                                     31
L.A. Department of Water & Power            31
Salt River Project                                           31
CMS Energy                                                    30       
DTE Energy                                                     30
Edison International                                      30
Emera                                                              30
Portland General Electric                             30
Southern Company                                       30
Duke Energy                                                   29
Puget Energy                                                  29
Sempra Energy                                               29
Berkshire Hathaway Energy                         28
Dominion                                                         28
Entergy                                                            28
Pacific Gas and Electric                                28
Xcel Energy                                                     28
Ameren                                                            27
Exelon                                                              27
Pinnacle West                                                 27
Alliant Energy                                                  26
OGE Energy Corp.                                           26
PPL Corporation                                             26
PSEG                                                                26
Evergy                                                              25
National Grid                                                   25
AEP                                                                  23
Avangrid                                                          23
Duquesne Light                                              23
Eversource                                                      23
WEC Energy Group                                        23
FirstEnergy                                                     21

For more information about the JD Power Sustainability Index, visit https://www.jdpower.com/business/us-sustainability-index.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

 

Appliance Satisfaction Remains High as Customers Focus on Reliability, JD Power Finds

2021-07-21

jillian.breska

During the past year, there were similar amounts of appliance shoppers needing new appliances because their existing ones failed, as there were customers needing to service their appliance but opted to purchase a new one, according to the JD Power 2021 U.S. Appliance Satisfaction Study,^SM released today. With total price paid for appliances increasing from 2020, customers are valuing good price points, sales and brand reviews when selecting a new appliance. 

“Since the uncertainty that came from 2020, we continue to see appliance customers prioritize performance and reliability over features, styling,” said Christina Cooley, home intelligence lead at JD Power. “Even if a customer’s existing appliance could be fixed, many were opting to purchase a new one that could better meet the current demands of everyone being home 24/7 and not wanting to worry about long-term dependability. Customers are taking their time—around 10 days—to research and decide what appliance is right for them.”

The Appliance Satisfaction Study measures customer satisfaction in 12 segments of major home appliances: cooktops; freestanding ranges; wall ovens; over-the-range microwaves; dishwashers; French door refrigerators; side-by-side refrigerators; top-mount freezer, two-door refrigerators; front-load clothes washers; top-load clothes washers; clothes dryers; and appliance retailers.

Study Rankings

Cooktop
Samsung (896) ranks highest in customer satisfaction among cooktops, followed by LG (893) and GE (868).

Freestanding Range
LG (898) ranks highest in customer satisfaction among freestanding ranges, followed by Samsung (881).

Wall Oven
Samsung (901) ranks highest in customer satisfaction among wall ovens. KitchenAid (889) and LG (889) rank second in a tie, followed by Whirlpool (881).

Over-the-Range Microwave
Samsung (892) ranks highest in customer satisfaction among over-the-range microwaves.

Dishwasher
Samsung (882) ranks highest in customer satisfaction among dishwashers, followed by KitchenAid (881) and LG (877).

French Door Refrigerator
Samsung (880) ranks highest in customer satisfaction among French door refrigerators and is followed by LG (875).

Side-by-Side Refrigerator
Samsung (887) ranks highest in customer satisfaction among side-by-side refrigerators and is followed by LG (876).

Top-Mount Freezer, Two-Door Refrigerator
LG (871) ranks highest in customer satisfaction among top-mount freezer refrigerators and is followed by Samsung (865).

Front-Load Clothes Washer
Samsung (887) ranks highest in customer satisfaction among front-load washers.

Top-Load Clothes Washer
Samsung (878) ranks highest in customer satisfaction among top-load washers, followed by LG (863).

Clothes Dryer
Samsung (886) ranks highest in customer satisfaction among clothes dryers, followed by Maytag (876).

Appliance Retailer
Best Buy (865) ranks highest in customer satisfaction among appliance retailers, followed by The Home Depot (852).

The 2021 Appliance Satisfaction Study is based on 21,477 evaluations from customers who purchased home appliances during the past 12 months. The study was fielded from January through April 2021.

For more information about the JD Power Appliance Satisfaction Study, visit https://www.jdpower.com/business/home/appliance-satisfaction-study.

About JD Power

JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Retail Health and Wellness Services Surge in Popularity, Driving Significant Gains in Pharmacy Customer Satisfaction, JD Power Finds

2021-07-26

jillian.breska

The great national experiment with delivering primary care services such as vaccinations, routine screenings and physical exams through retail pharmacies has reached a critical milestone. According to the JD Power 2021 U.S. Pharmacy Study,^SM released today, more than half (51%) of retail pharmacy customers have used health and wellness services during the past year. Overall satisfaction, Net Promoter Scores¹ and average customer spend all increase significantly when pharmacy customers utilize health and wellness services.

“It was not long ago that the major pharmacy chains, healthcare providers, health plans and consumers were all asking themselves whether or not people would ever feel comfortable receiving treatment in a retail setting,” said James Beem, managing director of healthcare intelligence at JD Power. “While we have been seeing consumer satisfaction with retail health services grow steadily, this year marks a significant turning point in which most customers are now using these services. The fact that this happened during a pandemic should send a clear signal that retail pharmacies are transforming health and wellness services in America.”

Following are some of the key findings of the 2021 study:

• Majority of pharmacy customers using health and wellness services: More than half (51%) of retail pharmacy customers say they’ve used health and wellness services at their pharmacy within the past 12 months. That is up from 48% in 2020 and 43% in 2019. The most frequently used healthcare services are vaccinations and routine screenings.
• Health and wellness service utilization associated with higher satisfaction and spend: Customers who use at least one health and wellness-oriented service provided by their pharmacy each spend an average of $5 more than those who do not use these services ($28 vs. $23, respectively). Overall satisfaction and brand advocacy also significantly increase when customers utilize health and wellness services, with overall satisfaction scores climbing 24 points (on a 1,000-point scale) and NPS scores increasing by 10 points.
• Mobile app integration becomes essential: As retail pharmacies start to take on a bigger role in their customers’ lives, mobile app integration is also becoming important. Mobile app utilization increases this year, with 26% of brick-and-mortar customers and 27% of mail order customers accessing their pharmacy’s mobile app. Overall satisfaction with brick-and-mortar mobile apps is 848 and overall satisfaction with mail order mobile apps is 868. Both scores are higher than the average mobile app/text message satisfaction score of 826 seen in the JD Power 2021 U.S. Commercial Member Health Plan Study.^SM

Study Rankings

Good Neighbor Pharmacy ranks highest among brick-and-mortar chain drug store pharmacies for a fifth consecutive year, with a score of 912. Health Mart (891) ranks second and Rite Aid Pharmacy ranks third (866).

Sam’s Club ranks highest among brick-and-mortar mass merchandiser pharmacies for a sixth consecutive year, with a score of 891. CVS/pharmacy inside Target (879) ranks second and Costco (877) ranks third.

H-E-B ranks highest among brick-and-mortar supermarket pharmacies with a score of 896. Wegmans (892) ranks second and Stop & Shop (885) ranks third.

Humana Pharmacy ranks highest in the mail order segment for a fourth consecutive year, with a score of 906. Kaiser Permanente Pharmacy (887) ranks second and Aetna Rx Home Delivery (884) ranks third.

The U.S. Pharmacy Study, now in its 13th year, measures customer satisfaction with brick-and-mortar and mail order pharmacies. The 2021 study is based on responses from 12,646 pharmacy customers who filled a prescription during the three months prior to the survey period of September 2020 through May 2021.

For more information about the U.S. Pharmacy Study, visit https://www.jdpower.com/business/resource/us-pharmacy-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.