Category: United States

Satisfaction with the Wireless Purchase Experience Has Improved Among Customers Purchasing at a Retail Store

1970-01-01

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WESTLAKE VILLAGE, Calif: 9 August 2012 — Improvements in sales efficiency and exceeding customer expectations contribute to increased customer satisfaction among wireless customers who completed a sales transaction at a retail store, according to the JD Power and Associates 2012 U.S. Full-Service Wireless Purchase Experience Study^SM–Volume 2 and the 2012 U.S. Wireless Non-Contract Purchase Experience Study^SM–Volume 2, both released today.

Now in their 9th year, the semiannual studies evaluate the wireless purchase experience of customers using any one of three contact channels: phone calls with sales representatives; visits to a retail wireless store; and on the Web. Overall customer satisfaction with both full-service and non-contract branded carriers is based on six factors (in order of importance): store sales representative; website; phone sales representative; store facility; offerings and promotions; and cost of service.

The study finds that overall satisfaction among full-service wireless customers who conducted a recent retail store transaction has increased significantly to 774 (on a 1,000-point scale), compared with 754 in 2011- Vol.2, the first year satisfaction among the different channels was tracked. In contrast, satisfaction in the other contact channels has remained stable during the same time frame.

Full-service wireless customers who purchase a device in a retail store indicate experiencing greater satisfaction when speaking with the salesperson handling their transaction. In particular, satisfaction improves notably regarding the promptness in speaking with a sales representative and timeliness of completing the transaction.

Among full-service wireless customers who purchased a service plan or device in a retail store, total transaction times have improved since 2011-Vol. 2, especially in the early stages of the sales process. For example, the total average time that customers wait between being greeted upon entering the store and speaking with a salesperson is 7.5 minutes–a decrease of nearly one full minute from 2011.

“The study shows a direct correlation between an efficient sales transaction process and improving satisfaction with the overall retail experience,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “Customers who make purchases in retail stores have the opportunity to touch handsets and accessories and see the pricing associated with each, something not possible over the phone or on the Web. In addition, carriers have invested heavily in the retail store environment in merchandising, store upgrades and staff training to make the overall sales experience more enjoyable and efficient.”

Parsons notes that improvements within the retail store are translating into loyalty, as 39 percent of full-service wireless customers say they “definitely will” revisit the same store, compared with 35 percent a year ago.

Wireless Purchase Experience Study Results

For a third consecutive time, Sprint Nextel ranks highest in overall customer purchase experience satisfaction among major full-service wireless carriers. Sprint Nextel achieves a score of 775 and performs particularly well in the offerings and promotions and cost of service factors.
 
TracFone ranks highest in overall customer purchase experience satisfaction among non-contract service carriers. TracFone achieves a score of 763 and performs particularly well in the phone sales representative and website factors. Boost Mobile (758) and MetroPCS (758) follow in the rankings.

The study also finds the following key wireless retail sales transaction patterns:

• While 64 percent of full-service customers indicate that their most recent purchase experience occurred in a retail store, 18 percent used the phone, and an additional 18 percent transacted online. This differs considerably from non-contract customers–25 percent say their most recent purchase transaction occurred online, and only 12 percent indicate that it was via phone.
• The average total time customers spent completing a sales transaction in a full-service retail store is approximately 54 minutes–a decrease of approximately one minute from six months ago. In comparison, customers making purchases from non-contract carriers indicate spending just 45 minutes in a retail store.
• Satisfaction with the overall purchase experience among other retailers, such as Apple, Best Buy, Costco, RadioShack and Wal-Mart, averages 760 index points–which is 18 points lower than among stores owned by full-service wireless carriers.

The 2012 Wireless Full-Service Purchase Experience Study–Volume 2 is based on responses from 8,047 wireless customers. The 2012 Wireless Non-Contract Purchase Experience Study–Volume 2 is based on responses from 3,644 wireless customers. Both studies are among current subscribers who report having a sales transaction with their current carrier 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 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 Dow Jones 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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Helen Keller Hospital Recognized for Providing an Outstanding Inpatient Experience

2012-08-08

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WESTLAKE VILLAGE, Calif.: 8 August 2012 — Helen Keller Hospital has been recognized for service excellence under the JD Power and Associates Distinguished Hospital Program^SM. This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Inpatient Experience.”

“In achieving certification for inpatient services, Helen Keller Hospital is consistently demonstrating its ability to provide outstanding service from the moment patients arrive at the hospital to the time they are discharged,” said Rick Millard, senior director of the healthcare practice at JD Power and Associates.

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

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

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

The hospital also performs well in providing inpatients with emotional support, particularly with confidence and trust in doctor’s skill level, as well as the treatment of family and friends.

“Receiving the JD Power and Associates Distinguished Hospital Recognition for the fourth year in a row is very exciting confirmation of Helen Keller Hospital’s focus on providing excellent patient care,” said W. Douglas Arnold, CEO of Helen Keller Hospital. “The constant attention to quality health care, from all of our employees and physicians, is being rewarded with extremely satisfied patients and family members. Caring for patients is the sole reason for our existence, and I pledge our continued commitment to being the premier health care provider in the Shoals.”

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

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company 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 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 Dow Jones 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]
Julia Boughner; Helen Keller Hospital; (256) 386-4665; [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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Tablet Proliferation Requires That Automotive Manufacturers Design Sites for Audiences with Multiple Devices

1970-01-01

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WESTLAKE VILLAGE, Calif.: 1 August 2012 — Tablet proliferation requires that automotive manufacturers consider how they will meet the needs of both desktop and tablet users. Many manufacturers integrate tablet-friendly layouts on their desktop sites to meet the needs of both groups of new-vehicle shoppers, contributing to the increase in overall satisfaction with manufacturer websites, according to the JD Power and Associates 2012 Manufacturer Website Evaluation Study^SM (MWES)–Wave 2 released today.

The semiannual study, now in its 13th year, measures the usefulness of automotive manufacturer websites during the new-vehicle shopping process by examining four key measures (in order of importance): information/content, navigation, appearance, and speed.

Wave 2 of the study finds that a higher percentage of new-vehicle shoppers now own tablets than in January, when the first wave of the 2012 study was released (35% vs. 20%, respectively), indicating a shift in the way shoppers consume information found on the Internet. However, OEMs are trying to meet the needs of both desktop and tablet shoppers, often utilizing a single site. As more new-vehicle shoppers use tablets, their expectations continue to change, making it increasingly important that OEMs incorporate navigational elements to help these shoppers use their websites, regardless of the type of device used.  

“Many websites have introduced content in a layout that places information below the illusory fold, so when loading the webpage, visitors must scroll more to get to that content. While this is acceptable to tablet users, it can be frustrating for desktop users,” said Arianne Walker, senior director of media and marketing solutions at JD Power and Associates. “Many of the highest-ranking websites execute this tablet-friendly design with floating menus, providing shoppers on either a desktop or a tablet with quick and easy access to any content throughout the website.”

Overall satisfaction with the usefulness of automotive brand websites has increased 46 points to an average of 818 (on a 1,000-point scale) in Wave 2 of the 2012 study from Wave 1. The JD Power and Associates 2012 Canadian Manufacturer Website Evaluation Study^SM released in May 2012 showed a similar increase of 37 index points in overall satisfaction from 2011, a further indication of the marketplace changes that are driving higher satisfaction. Other marketplace changes contributing to increased satisfaction scores include shoppers using newer browser versions and automotive manufacturers that have made technical adjustments to their site, which improves shoppers’ perception of website speed.

The study finds that whether manufacturer websites have undergone a full redesign or made incremental changes, many of the most improved websites utilize the following best practices for both desktop and tablet users:

• Higher contrast in navigational elements, including clearer buttons
• Larger text and less clutter, which increases readability
• Easier access to tools important to the shopper

The Dodge brand website ranks highest in overall satisfaction with a score of 847. The website also significantly improves in satisfaction in all factors from Wave 1.  Rounding out the top five highest-ranked automotive websites are: Mercedes-Benz (846); Porsche (843); Jeep (838); and Lexus and smart in a tie (836).

The 2012 Manufacturer Website Evaluation Study–Wave 2 is based on evaluations from more than 10,000 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded from May to June 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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September New-Vehicle Retail Sales Gains Drive Another Strong Month for Auto Sales

1970-01-01

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WESTLAKE VILLAGE, Calif.: 20 September 2012 — The increase in new-vehicle retail sales in September is consistent with the expected 12 percent retail sales annual increase in 2012 from 2011, according to a monthly sales forecast developed by JD Power and Associates’ Power Information Network(R) (PIN) and LMC Automotive.

Retail Light-Vehicle Sales

September new-vehicle retail sales are projected to come in at 952,200 units, which represents a seasonally adjusted annualized rate (SAAR) of 11.8 million units. The forecasted selling rate in September is more than 1 million units higher than September 2011. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

“Retail sales in early September were 15 percent higher than they were a year ago, which is reflective of a healthy market,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “We expect retail sales to level off through the rest of the month, but still maintain a strong share of total sales.”

Most major segments–with the exception of the midsize utility and large pickup segments—are expected to show year-over-year retail sales gains in September. The sub-compact conventional, compact conventional and midsize conventional segments each are expected to show retail sales growth of at least 25 percent, compared with September 2011.

Total Light-Vehicle Sales

Total light-vehicle sales in September are expected to increase 11 percent from September 2011, with volume at 1,152,700 units. With vehicle inventory levels in check, fleet sales in September are projected to reach 200,400 units, only a slight increase from September 2011, and represent 17 percent of total light-vehicle sales.

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

¹Figures cited for September 2012 are forecasted based on the first 14 selling days of the month.

Sales Outlook

LMC Automotive is maintaining the 2012 full-year outlook for total light-vehicle sales in the United States at 14.3 million units. The retail sales forecast is revised upward to 11.6 million units from 11.4 million units, based on stronger retail performance during the past two months. Looking ahead to 2013, a higher level of uncertainty is impacting overall volume growth, but the forecast remains at 15 million units for total light-vehicles and 12.3 million for retail sales.
 
“Consumer willingness or need to overlook the economic uncertainty is the driving force behind the recent strength in light-vehicle sales,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “During the next few months, car buyers will be processing further economic news, additional details on the European crisis, as well as the forthcoming presidential election, likely creating an environment with higher volatility.”
 

North American Production

Throughout the first eight months of 2012, North American light-vehicle production volume has posted consistently strong performance, up 22 percent from the same period in 2011. Nearly 1.9 million additional vehicles have been manufactured in 2012, which shows the remarkable recovery from the challenged production environment in 2011.

Japanese manufacturers have experienced a 49 percent production volume increase year to date, as inventory recovery is completed from the 2011 Japan earthquake and tsunami that limited capabilities in the North American region. U.S. manufacturers have increased production nearly 10 percent thus far in 2012, while European production has increased 31 percent. On a country basis, U.S. manufacturing growth is outpacing the rest of the North American region, with a 25 percent year-to-date increase, which is driven by new capacity. Mexico production is up 14 percent, with further growth expected as new key models ramp up. Canadian manufacturing has increased 20 percent year to date, but volume for the remainder of the year is at risk, as U.S. manufacturers and the Canadian Auto Workers union continue labor negotiations.

Vehicle inventory in early September climbed slightly to a 57-day supply, compared with 54 days in August. However, car inventory remains at a below-normal level with a 50-day supply, up from 47 days in August. Truck inventory is holding at a 64-day supply, up slightly from 61 days in August.

“Production volume continues its torrent pace as the fourth quarter comes into light, which is great financial news for automotive suppliers, but the overall level is edging toward capacity constraints with various vehicle components,” said Schuster. “Downward risk also exists, with the ongoing CAW labor negotiations creating a potential impact on production levels across the region.”

Based on the strength to date and the expected risks, the 2012 North American production forecast now rounds to 15.0 million units (from 14.9 million in the previous forecast), a 14 percent increase from 2011.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two 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 Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

About LMC Automotive

LMC Automotive, formerly JD Power Automotive Forecasting, is the premier supplier of automotive forecasts and intelligence to an extensive client base of automotive manufacturer, component supplier, logistics and distribution companies, as well as financial and government institutions around the world. LMC’s global forecasting services encompass automotive sales, production and powertrain expertise, as well as advisory capability. LMC Automotive has offices in the United States, the UK, Germany, China and Thailand and is part of the Oxford, UK-based LMC group, the global leader in economic and business consultancy for the agribusiness sector.  For more information please visit www.lmc-auto.com

Media Relations Contacts:

Syvetril Perryman; JD Power and Associates; Westlake Village, Calif.; (805) 418-8103; [email protected]
Emmie Littlejohn; LMC Automotive; Troy, Mich.; (248) 817-2100; [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

 

Medium-Duty Truck Fuel Efficiency Improves While Principal Maintainers Are Skeptical of Alternative Fuel Powertrains

1970-01-01

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WESTLAKE VILLAGE, Calif.: 20 September 2012 — Although reported fuel economy and quality improve for medium-duty trucks, the impact on satisfaction with new engines meeting the 2010 EPA emission regulations is negligible even as fuel prices rise, according to the JD Power and Associates 2012 U.S. Medium-Duty Truck Customer Satisfaction Study^SM released today.

The study finds that reported fuel economy for medium-duty trucks increases 12 percent in 2012, compared with 2011. In addition, problems per 100 trucks (PP100) improves to 123 PP100 this year from 141 PP100 in 2011. Even with these positive improvements, customer satisfaction with medium-duty trucks remains flat at 757 (on a 1,000-point scale) in 2012, unchanged from 2011.

“Even with advances in fuel economy and quality, the cost to manage truck fleets continues to increase, negatively impacting satisfaction,” said Brent Gruber, director of the commercial vehicle practice at JD Power and Associates. “Higher fuel and truck prices have impacted satisfaction, pushing principal maintainers to look at other cost savings options. However, they have concerns regarding new alternative fuel technology.”

Alternative Fuel Powertrains Are Not Ready to Be Widely Adopted

Approximately 50 percent of fleet maintainers are familiar with the most popular alternative powertrains, but concerns with expected quality/reliability, availability of fuel/fueling stations and engine performance/acceleration are the primary reasons they will not consider purchasing trucks with these technologies. Among all electric, hybrid, natural gas and propane autogas powertrain options available, the top reasons for purchase consideration are emissions/environmental impact and future cost savings. However, depending on the specific powertrain technology, between only three and six percent of fleet maintainers say they “definitely will” consider purchasing such a truck.

“While fleet maintainers realize the potential long-term cost benefits of alternative fuel powertrains, reliability and fueling infrastructure are reasons for concern, resulting in much of the industry waiting to see the technology prove itself before making the investment,” said Gruber. “In order for trucks with alternative powertrains to gain widespread market acceptance, truck manufacturers and energy providers will need to assure customers that they will not be sacrificing durability, payload capacity or ease of fueling with these new technologies.”

The 2012 study measures customer perceptions of 2011 model-year Class 5, 6 and 7 commercial trucks. Within the product index, six factors are used to determine overall satisfaction: engine; warranty; cost of operation; cab and body; ride/handling/braking; and transmission. The study also measures satisfaction with services received from an authorized truck dealer. Six factors comprise the service index: service facility; service quality; service advisor; service initiation; service delivery; and service price. This is the 20th year the study has been conducted.

The study also finds that Class 5 trucks continue to have the highest quality levels in 2012, averaging 86 PP100. In comparison, Class 6 trucks average 151 PP100 and Class 7 trucks average 141 PP100.

With a score of 820, Hino ranks highest in customer satisfaction within the conventional truck segment for a third consecutive year. Hino performs well across all factors driving satisfaction, particularly warranty; cost of operation; cab and body; and ride/handling/braking.

In its first year of inclusion in the study, Dodge (RAM) ranks second with a score of 806. Dodge (RAM) performs well in all factors, particularly in engine and cab and body. Freightliner (768) follows in the rankings.

Ford ranks highest in customer satisfaction with dealer service with a score of 827, performing particularly well in the service facility and service quality factors. Freightliner follows in the rankings with 807 points.

The 2012 U.S. Medium-Duty Truck Customer Satisfaction Study is based on responses from 1,272 primary maintainers of 2011 model-year Class 5, 6 and 7 conventional cab medium-duty trucks. The study was fielded between June and July 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 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 Dow Jones 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

 

Cisco Recognized for Excellence in Certified Technology Service and Support Program

1970-01-01

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WESTLAKE VILLAGE, Calif.: 20 September 2012 — For the third consecutive year, Cisco has achieved certification under the JD Power and Associates Certified Technology Service and Support Program^SM. This distinction recognizes Cisco for delivering “An Outstanding Customer Service Experience” to customers globally. This is the sixth time Cisco has achieved certification.

Jointly developed by JD Power and Associates and the Technology Services Industry Association (TSIA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase.

“Cisco continues to demonstrate a highly customer-focused culture that stresses the importance of meeting customer needs at every touch point. Equally important, they’ve implemented a structure that anticipates evolving customer priorities,” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power and Associates. “Cisco understands the significance of keeping the customer at the center of the organizational decision-making process–a key factor in being able to sustain this level of excellence over time.”

“Cisco Systems has demonstrated an industry leading track record over the last 3 years for outstanding results in all aspects of the JD Power and Associates and TSIA Audits of their Global Technical Support Operations,” said Tom Pridham, Senior Vice President and General Manager of Major Membership Development and Organizational Development Services at TSIA. “Their commitment to customer satisfaction and continual quality improvement sets a high bar for the Global marketplace.”

To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies nationwide that offer technology support. This is based on JD Power and Associates’ extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Certification is valid for one year.

JD Power and Associates evaluated Cisco on its assisted service over the phone, email-based support, non-assisted website-based support, and depot support. For the certification, JD Power and Associates conducted a survey of Cisco’s global customer base to establish an overall customer satisfaction index score and onsite audits at Cisco facilities.

“We’ve put strategic initiatives and tools in place to collect customer and partner feedback and then use those learnings to improve processes and programs to further enhance customer service,” said Joe Pinto, senior vice president, Cisco Services. “This recognition is further demonstration of how business critical the health of the network is to our customers and the essential role exceptional technical support plays in their success.”

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

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company 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 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 Dow Jones Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

About TSIA

The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. www.tsia.com

Media Relations Contacts:

John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
Suzanne Hite; TSIA, San Diego, Calif.; (410) 774-5322; [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

 

Gen Y and Pre-Boomers Are Most Satisfied with Their Home Phone Service, but for Different Reasons

1970-01-01

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WESTLAKE VILLAGE, Calif.: 20 September 2012 — Both Generation Y and Pre-Boomer¹ customers are significantly more satisfied with their home telephone service than customers in other generational groups, but for very different reasons, according to the JD Power and Associates 2012 U.S. Residential Telephone Customer Satisfaction Study^SM released today.

The study measures customer satisfaction with both local and long distance telephone service in four regions throughout the United States. Five factors are examined to determine overall satisfaction (in order of importance): performance and reliability; cost of service; billing; offerings and promotions; and customer service.

Overall satisfaction among Pre-Boomers with their residential telephone service is 709 (on a 1,000-point scale), compared with 690 among Gen Y customers. The average overall customer satisfaction is 682.  In addition, Pre-Boomers and Gen Y customers are significantly more satisfied with their phone service than are customers in the Gen X (667) and Baby Boomer (678) generational groups.

Pre-Boomers are satisfied with their phone service simply because it is reliable, while Gen Y customers are satisfied because of their ability to bundle other services such as cellular phone service and high-speed Internet.  While the majority of Pre-Boomers are unlikely to switch providers, nearly one-fourth of Gen Y customers are likely shop around for a different provider.

“Pre-Boomers tend to take an ‘if it’s working, why switch’ approach to their telephone service, while Gen Y customers are not afraid to switch and will consider a provider offering a less expensive alternative,” said Frank Perazzini, director of telecommunications at JD Power and Associates.

Slightly more than one-fifth (22%) of Gen Y customers indicate they “definitely will” or “probably will” switch phone service providers, compared with just 11 percent of Pre-Boomers. Among Gen Y customers who are willing to switch, 72 percent say they are willing to switch for a better price, compared with 60 percent of Pre-Boomers who say the same.

In addition, the study finds that 57 percent of Gen Y customers say it would be “extremely easy” or “somewhat easy” to switch their phone service, compared with 51 percent of Pre-Boomers who say the same.

While Gen Y customers have a high propensity to switch providers, they also present the greatest opportunity for growth–provided they remain satisfied with their current provider. Among Gen Y customers, 41 percent indicate they will buy additional products from their provider, compared with 31 percent of Gen X customers, 25 percent of Baby Boomers and 21 percent of Pre-Boomers.

“The market for home telephone service is reaching a saturation point, so providers are working very hard to keep their current customers,” said Perazzini.  “Phone providers will certainly be challenged to keep Gen Y customers, as few consider home telephone service part of their ideal telecom bundle, which includes wireless services and faster broadband services.”  

In addition, the study finds:

• A higher percentage of Gen Y customers (12%) are interested in bundling home security services with their telephone service than are customers in the Gen X (11%), Baby Boomers (9%) and Pre-Boomer (7%) generational groups.
• Pre-Boomers have a notably higher propensity to use automatic banking deduction to pay their bills (21%) than customers in all other generational groups (14%). Gen Y customers more often opt to pay via their provider’s website (26%), which they find ideal to monitor their phone usage and view new product offerings.
• More than one in five (21%) Gen Y customers use online video chat, compared with customers in the other generational groups: Gen X (13%); Baby Boomers (9%); and Pre-Boomers (7%).

Provider results by region are:

East Region: Optimum Voice ranks highest with a score of 706, performing particularly well in cost of service; billing; and offerings and promotions. Verizon follows in the region with 692.

South Region: Bright House Networks ranks highest in the region for the seventh consecutive year with a score of 728 and performs well in all five factors. Following Bright House Networks in the rankings is Verizon (704) and Cox Communications (695).

North Central Region: WideOpenWest (WOW!) ranks highest for the sixth consecutive year with 732, performing well in all five factors. Cincinnati Bell follows in the region with 698, and AT&T ranks third with 680.

West Region: Cox Communications ranks highest in the region for a 10th consecutive year with a score of 704, performing well across all five factors. XFINITY (689) and Verizon (683) follow in the regional rankings.

The 2012 U.S. Residential Telephone Customer Satisfaction Study is based on responses from 18,033 customers nationwide who receive their local and long distance telephone service from one provider. The study was fielded in four waves: November 2011, January 2012, April 2012 and July 2012.

¹ JD Power and Associates defines Pre-Boomers as born before 1946; Baby Boomers as born 1946-1964; Generation X as born 1965-1976; and Generation Y as born 1977-1994.

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 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 Dow Jones 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; JD Power and Associates; 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

 

The Average Monthly Bill of Residential Customers of Natural Gas Utilities Declines for a Fourth Consecutive Year

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WESTLAKE VILLAGE, Calif.: 19 September 2012 — Residential natural gas customer satisfaction increases by seven points year over year, as the average reported monthly bill in 2012, $78, decreases by $9 from 2011, according to the JD Power and Associates 2012 Gas Utility Residential Customer Satisfaction Study^SM released today.

The study, now in its 11th year, measures residential customer satisfaction with gas utility companies across six factors (listed in order of importance): billing and payment; price; corporate citizenship; communications; customer service; and field service. Overall satisfaction with natural gas utility companies has increased slightly, averaging 634 (on a 1,000-point scale), compared with 627 in 2011.

Residential natural gas customer satisfaction with price is 570, an increase of 14 points from 2011. In addition to the decline in monthly bill amount, a lower proportion of customers recall hearing about natural gas price increases from their utility provider in 2012 (24%), compared with 2011 (29%). Further, when customers are aware of energy-efficiency programs offered by their utility, satisfaction with price is 87 points higher than when they are not aware of these programs.

“Each year, as natural gas prices continue to drop, satisfaction with price will continue to be positively affected,” said John Hazen, senior director of the energy practice at JD Power and Associates. “Additionally, both communication and customer service efforts by utility providers are also contributing to the overall satisfaction increases from last year.”

Communication and Customer Service

The study finds that the media is presenting a more positive portrayal of gas utilities, with the proportion of customers recalling positive media coverage increasing by 6 percent year over year to 27 percent in 2012. Adding to the positive trend in communications, the percentage of customers who recall having received a communication from their utility has increased to 44 percent in 2012 from 35 percent in 2011.

Gas utilities are also improving their ability to resolve customer problems the first time they contact the utility, as the rate of first-call resolution has improved to 76 percent in 2012, compared with 70 percent in 2011. This improvement, along with a 10-point increase in customer satisfaction with the online experience, has contributed to a 14-point improvement in customer service satisfaction from 2011.

“Areas such as customer service and communications are very personal to customers and provide an opportunity for utilities to make a significant impact on customer satisfaction,” said Hazen. “Utilities that make the most of these opportunities often perform well in overall satisfaction.”

The study ranks large and midsize utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segment serve between 165,000 and 399,999 residential customers, while companies in the large utility segment serve 400,000 or more residential customers.

East Region

Among large utilities in the East region, New Jersey Natural Gas ranks highest for a fourth consecutive year. Following in the segment rankings are UGI Utilities and PECO, respectively.

In the East region midsize utility segment, NSTAR Gas ranks highest, followed by Yankee Gas and South Jersey Gas, respectively.

Midwest Region

MidAmerican Energy ranks highest among large utilities in the Midwest region, followed by We Energies and DTE Energy, respectively.

Among midsize utilities in the region, Citizens Gas ranks highest, followed by Metropolitan Utilities District and Alliant Energy, respectively.

South Region

Oklahoma Natural Gas ranks highest in the large utility segment in the South region, followed by PSNC Energy and CenterPoint Energy-South, respectively.

Among midsize utilities in this region, South Carolina Electric & Gas ranks highest. Following in the segment rankings are TECO Peoples Gas and CPS Energy, respectively.

West Region

Southern California Gas Company ranks highest among large utilities in the West region for a second consecutive year. Following in the segment rankings are NW Natural and Questar Gas, respectively.

Among midsize utilities in this region, Intermountain Gas Company ranks highest for a third consecutive year, followed by Cascade Natural Gas and Avista, respectively.

The 2012 Gas Utility Residential Customer Satisfaction Study is based on more than 63,500 responses from residential customers of the 75 largest gas utilities across the continental United States. These utilities serve nearly 54 million households. The study was fielded between September 2011 and July 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 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 Dow Jones 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

 

Tablets Challenge Personal Computers for Top Position in Content Consumption

1970-01-01

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WESTLAKE VILLAGE, Calif.: 13 September 2012 —Tablets are transforming the way content is consumed and challenging the usage patterns for personal computers, according to the JD Power and Associates 2012 U.S. Tablet Satisfaction Study^SM released today.

The inaugural Tablet Satisfaction Study finds that tablet owners spend 7.5 hours per week browsing the Internet, watching videos, listening to music, and reading books on their device, compared with spending 9.6 hours per week on a personal computer for the same activities. Overall satisfaction is 857 (on a 1,000-point scale) among owners who view three or more hours of video per week on their tablet, which is 45 points higher than among those who do not. In addition, those who spend three or more hours viewing video content are more likely to purchase another tablet from their current manufacturer in the future than are those who do not watch as much video content (90% vs. 81%, respectively).   

“As tablet computing, multimedia, display, and application offerings continue to evolve, their impact on usage patterns will continue to grow,” said Dr. Uma S. Jha, senior director of mobile devices at JD Power and Associates. “Tablets are a force in the marketplace that offer a great alternative to laptops and netbooks.”

The study measures tablet owner satisfaction among those who have owned their tablet for less than two years. Satisfaction is measured across five key factors. In order of importance, they are: performance (26%), ease of operation (22%), styling and design (19%), features (17%), and price (16%).

Apple ranks highest, achieving a score of 848, and performs well in four factors: performance; ease of operation; styling and design; and features. Amazon (841) closely follows Apple in the rankings and performs particularly well in the price factor.

The study also finds the following key tablet usage patterns and purchase trends:

• Tablet owners who also have a smartphone spend 40 percent more time browsing the Internet on their tablet than on their smartphone. Similarly, they spend 56 percent more time using gaming apps on their tablet than on their smartphone.
• One-fourth (25%) of owners indicate they use their tablet for business purposes.
• More than one-third (37%) of tablet owners say they are likely to buy a new tablet within the next 12 months.
• Among tablet owners who are highly satisfied (those rating their device 10 on a 10-point scale), 90 percent say they are likely to purchase additional consumer electronic devices from the same manufacturer.  
• Three-fourths (75%) of tablet owners indicate they were the sole decision-maker in purchasing their device.
• More than one-half (61%) of owners share their device with at least one other person.

The 2012 U.S. Tablet Satisfaction Study is based on experiences reported by 1,985 tablet owners. The study was fielded in July 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 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 Dow Jones 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

 

Social Networking and Gaming Applications Driving Smartphone Usage and Revenue

1970-01-01

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WESTLAKE VILLAGE, Calif.: 06 September 2012 — As wireless phones continue to be integrated in every aspect of consumers’ lives, smartphones are quickly gaining a foothold as the centerpiece of mobile social media. The seamless connectivity offered by mobile social networking applications, such as Twitter and Facebook, play a critical role in overall smartphone satisfaction, according to the JD Power and Associates 2012 U.S. Wireless Smartphone Customer Satisfaction Study^SM–Volume 2 and the JD Power and Associates 2012 U.S. Wireless Traditional Mobile Phone Satisfaction Study^SM–Volume 2, both released today.

The Wireless Smartphone Customer Satisfaction Study finds that customers who regularly use mobile channels of social media and gaming applications are more satisfied with their device and spend more per month for wireless service than customers who do not. In 2012, 67 percent of smartphone customers indicate they have downloaded social networking applications on their device and report spending more than 100 minutes per week using those applications. Overall smartphone satisfaction among customers using social networking applications is 810 (on a 1,000-point scale), which is 55 points higher than among smartphone customers who do not. Additionally, 69 percent of smartphone customers indicate they have downloaded gaming applications and spend an average of 81 minutes per week playing games. Satisfaction among customers using gaming applications is 61 points higher than among those who do not (813 vs. 752, respectively).

“As the capabilities of wireless phones and their applications continue to expand, allowing customers to more often use their device, handset manufacturers have an opportunity to shape the customer experience and impact satisfaction with better application integration and social networking options,” said Uma Jha, senior director of mobile devices at JD Power and Associates.

The Wireless Smartphone Customer Satisfaction Study also finds that customers who use gaming applications spend $13 more per month, on average, for their wireless service than those who do not use gaming applications. Likewise, mobile social media application users spend an average of $12 more per month on their service than do customers who do not use social media applications.

The two studies measure customer satisfaction with traditional wireless handsets and smartphones among owners who have used their current mobile device for less than one year. Satisfaction is measured in several key factors. In order of importance, the key factors of overall satisfaction with traditional wireless handsets are: performance (29%); ease of operation (26%); physical design (24%); and features (21%). For smartphones, the key factors are: performance (33%); physical design (23%); features (22%); and ease of operation (22%).

For the eighth consecutive study, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 849 and performs well in all factors, particularly in physical design and  ease of operation. HTC (790) follows Apple in smartphone rankings.

LG ranks highest in the Wireless Traditional Mobile Phone Satisfaction Study with a score of 726.  LG performs well in all four factors.

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

• The cost of a traditional wireless mobile phone averages $56, compared with an average of $66 in 2011. The decline is primarily due to discounts provided by handset providers and wireless service carriers to incentivize sales. Currently, 44 percent of customers report having received a free mobile phone when subscribing to a wireless service.
• Features have become less of a differentiator in the smartphone selection processes due to an influx of competitive offerings from newer manufacturers. Nearly one-half (47%) of customers this year indicate they chose their smartphone primarily because of particular features, such as a camera, the operating system, or social media integration or gaming capabilities, compared with 57 percent just one year ago.
• Nearly one-fifth (19%) of customers this year primarily chose their smartphone based on price, compared with 14 percent a year ago. This may be driven by offers of free or heavily discounted devices from wireless carriers, as 22 percent of customers indicate their smartphone was free, an increase from 18 percent a year ago.
• Nearly two in 10 current smartphone owners report experiencing a software or device malfunction. Malfunctions have a significant impact on overall satisfaction, a gap of 90 points between customers who experience software malfunctions and those who do not (799 vs. 709, respectively). Additionally, satisfaction among customers who indicate their device’s software crashes at least once a week averages 663.

The 2012 U.S. Wireless Smartphone Customer Satisfaction Study–Volume 2 and the 2012 U.S. Wireless Traditional Mobile Phone Satisfaction Study–Volume 2 are based on experiences reported by 8,736 smartphone owners and 6,272 traditional mobile phone owners. Both studies were fielded between January and 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 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 Dow Jones 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