Category: United States

Subscribers of Premium Television Packages Are Most Satisfied and Most Loyal to Their Provider

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 15 October 2012 — Premium television package subscribers are more loyal and more likely to purchase additional products from their television provider than are subscribers with basic and expanded basic programming packages, according to the JD Power and Associates 2012 U.S. Residential Television Service Provider Satisfaction Study^SM released today.

The study finds that 31 percent of premium package subscribers say they “definitely will not” switch providers, compared with subscribers of expanded basic (22%) and basic (20%) programming packages. Additionally, premium package subscribers serve as brand advocates more often, as 26 percent say they “definitely will” recommend their provider, compared with subscribers of expanded basic (16%) and basic (14%) packages.

Overall customer satisfaction with residential television service directly correlates with a household’s programming package. Premium package subscribers are most satisfied with their television service, reflected in an index score of 716 (on a 1,000-point scale). Satisfaction is significantly lower among expanded basic subscribers (677) and basic subscribers (656). Although having the highest satisfaction, premium package subscribers account for the fewest number of subscribers (13%), compared with expanded basic (38%) and basic (49%) subscribers.

“After several years of declining subscription to premium programming packages associated with the economic downturn and the introduction of attractive over-the-top alternatives, it appears premium programming is making a comeback,” said Frank Perazzini, director of telecommunications at JD Power and Associates. “Premium package subscribers have proven to be better brand advocates. Television providers catering to these high-value subscribers with video-on-demand and mobile applications will be well positioned to keep these customers and grow their relationship, moving forward.”

Although premium packages cost more than expanded basic and basic programming, satisfaction with cost of service is higher among premium package subscribers (633), than among expanded basic (588) and basic (567) subscribers. In fact, premium package subscribers are more willing to pay for even more video content, as 42 percent of these customers say they are likely to order video-on-demand programs in the next six months, which is significantly higher than among both expanded basic and basic cable subscribers (37% and 27%, respectively).

The study measures customer satisfaction with cable, satellite and Internet protocol (IPTV) television providers in four regional segments: North Central, East, West and South. Six factors are measured to determine overall customer satisfaction: programming; performance and reliability; customer service; cost of service; billing; and offerings and promotions.

East Region
Verizon FiOS ranks highest in the East Region with a score of 728, followed by DISH Network (719) and DIRECTV (711).

South Region
DIRECTV ranks highest (729), followed closely by AT&T U-verse with a score of 728. Verizon FiOS ranks third with a score of 714.

North Central Region
WOW! (Wide Open West) ranks highest with a score of 711, closely followed by AT&T U-verse (710) and DIRECTV (705).

West Region
DISH Network ranks highest with a score of 713.  AT&T U-verse and DIRECTV follow in a tie with a score of 708 each.

JD Power and Associates offers consumers the following tips when shopping for a television service provider:

• Do your research. Talk with salespeople at different providers about their menu of services and any premiums or bonuses they might offer. Get word of mouth testimonials from customers. You’ll usually find customer comments–praise and criticism–on the Internet if you search the name of the service provider.
• Understand the terms and conditions associated with new services or upgrades that are offered on a free trial basis: Go ahead and try them, but know that you may be automatically charged when the trial period is over–so if you decide you don’t want the upgrade/extra, be sure to cancel it before the charges take effect.

The 2012 U.S. Residential Television Service Provider Satisfaction Study^SM is based on responses from 20,750 customers nationwide who evaluated their cable, satellite or telephone company-based provider. The study was fielded in four waves: November 2011, January 2012, April 2012 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:

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

Follow us on Twitter: @JDPower

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

 

Northside Hospital Recognized for Providing Outstanding Inpatient Experiences

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 15 October 2012 — Northside 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 Maternity Experience.” This is the fourth consecutive year the hospital has been recognized for its maternity services.  

“Earning this distinction for maternity services for the fourth consecutive year speaks volumes about the commitment Northside Hospital provides to expectant mothers,” said Richard Millard, senior director of provider programs at JD Power and Associates. “They have the ability to provide outstanding service from the moment patients arrive at the hospital to the time they are discharged.”

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 Northside Hospital patients focuses on the five key drivers of patient satisfaction with their overall experience. The drivers, identified in the national study, are speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.

Northside Hospital exceeded the national benchmark study score for overall maternity services satisfaction. The facility’s key strengths are Dignity and Respect and Emotional Support.

Patients rated Northside Hospital highest for courtesy of your doctor, and courtesy of nurses once again for dignity and respect.  In the area of emotional support, patients were highly satisfied with confidence and trust in doctor’s skill level and how well they treated your family and friends.

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

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company 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]
Sharon Hester; Northside Hospital; Atlanta, Ga.; (404)851-8963; [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

 

While Customers Choose Their Cordless Drill Based on Brand Reputation and Price, Battery Performance Drives Satisfaction

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 8 October 2012 — When shopping for a cordless drill, customers rely on the brand reputation of the manufacturer, price and previous experience when making their purchase decision, according to the JD Power and Associates 2012 Cordless Drill Satisfaction Report^SM released today.

The report examines satisfaction with cordless drills among customers who purchased a new one in the past 12 months. Customer satisfaction is measured across six factors (listed in order of importance): battery performance; drill performance; ease of use; price competitiveness; warranty; and variety of features.

In deciding which cordless drill to purchase, customers primarily rely on brand reputation (66%), which is closely followed by price (63%). Additionally, 52 percent of customers consider their previous experience with a brand when selecting a cordless drill.

The report finds that satisfaction is highest among customers with cordless drills that have a large-capacity battery. Satisfaction among customers with an 18-volt battery-powered cordless drill is 851 index points (on a 1,000-point scale), compared with 815 among those with a 12-volt cordless drill. Among battery sizes represented in the report, the most popular battery sizes are 18-volt (purchased by 26% of customers) and 12-volt (24% of customers). Battery performance is the most influential driver of customer satisfaction with cordless drills, contributing more than 30 percent to the overall satisfaction score.

Although battery performance is the most important factor in overall satisfaction, customers do not consider the ability to use the battery in other tools to be a critical consideration, as only 17 percent of cordless drill customers cite this feature as a reason for selecting their drill. However, even while 17 percent of cordless drill owners did not know if their battery was interchangeable, 56 percent indicate that the batteries are interchangeable with other tools of the same brand.

“Manufacturers are solving the problem of needing multiple batteries to power various tools by creating combination tool systems that leverage interchangeable batteries to power tools, such as saws and flashlights,” said Sara Wong Hilton, director at JD Power and Associates. “Not only is this system convenient for customers who use multiple tools, but also for manufacturers, as it keeps customers with the brand by purchasing compatible accessories and tools.”

DeWalt ranks highest in customer satisfaction with a score of 850, closely followed by Craftsman (847). DeWalt performs particularly well in three of the six factors: battery performance, drill performance and ease of use. Craftsman performs particularly well in price competitiveness, warranty and variety of features.

JD Power and Associates offers the following tips to consumers shopping for a cordless drill:

• Before you buy, consider how often and for what purposes you intend to use your cordless drill. If extensive home remodeling projects are planned, you may want to invest in a higher-end model; others may find entry-level cordless drills sufficient for light or occasional use.
• Consider the overall weight of the tool based on intended use. If planning to hang drywall or shelves overhead, look for a drill that provides adequate power and torque in a more lightweight package. Conversely, a heavier cordless drill may offer an advantage when working on projects that require higher levels of power and torque.
• Battery selection should be an important consideration, as it affects the cordless drill’s overall versatility, power/torque and weight. Other considerations in the purchase decision include battery charge time; the percentage of the battery charged in the “quick charge” cycle; and which other power tools you either own or might need in the future that can use the same battery.
• Research the different battery technologies and voltage options available. Lithium-ion (Li-ion) battery technology offers the advantage of increased run-time at nearly half the weight of nickel-cadmium (NiCd) and nickel-metal hydride (NiMH) batteries.

The 2012 Cordless Drill Satisfaction Report is based on the responses of more than 1,000 customers who purchased a cordless drill in the past 12 months. Invitations to participate in the online survey were sent via email to online panelists in August and September 2012. JD Power and Associates received completed questionnaires through September 26, 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; 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

 

As Credit Card Company Website Usage Continues to Increase, Customer Expectations of Accessing Mobile Devices Expands

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 4 October 2012 — The proportion of credit card customers who use online channels to perform basic tasks continues to increase, with those who use a smartphone or tablet preferring different experiences from those who use a computer, according to the JD Power and Associates 2012 Credit Card Website Evaluation Study^SM (CCWES) released today.

The inaugural study examines the usefulness of credit card company websites across six attributes (in order of importance) utilized in the JD Power and Associates 2012 U.S. Credit Card Satisfaction Study^SM: speed of completing desired activity, appearance of website; ease of navigating the website; ranges of service that can be performed online; usefulness of information provided via the website; and clarity of information provided.

During the past three years, credit card customers’ usage rates for self-service interaction (online and mobile) with their card issuer have increased, while usage rates of all other channels, such as mail and live and automated phone calls, have decreased. Most notably, 78 percent of credit card customers use their computer to go online and interact with their issuer in 2012, compared with 76 percent in 2011 and 75 percent in 2010. Mobile phone usage has increased to 7 percent in 2012, compared with 4 percent in both 2011 and 2010.¹

“Credit card companies need to look at the online and mobile spaces as areas of opportunity with their customers, as these are the only two interaction channels that have increased in usage,” said Jim Miller, senior director of banking services at JD Power and Associates. “As the customer interaction landscape continues to change to include more avenues for self-service, it would be beneficial to ensure that the most preferred channels are taken into consideration.”

The study finds that among credit card customers who use a smartphone, more prefer to use their issuer’s dedicated app vs. the mobile website to change their account information (10% vs. 6%, respectively); review account information (27% vs. 18%, respectively); make a payment (19% vs. 13%, respectively); and transfer balances (14% vs. 8%, respectively).

Conversely, credit card customers who use a tablet prefer to use the issuer’s website vs. the issuer’s dedicated app to perform such routine tasks as changing their account information (13% vs. 10%, respectively); reviewing account information (27% vs. 21%, respectively); making a payment (20% vs. 14%, respectively); and transferring balances (13% vs. 10%, respectively).

“Credit card customers who use a tablet feel more comfortable with the size and the form of the tablet screen to carry out all tasks on the credit card issuer’s full site,” said Miller. “However, when using a smartphone, which has a smaller screen, the issuer-created app allows customers to quickly and more easily perform routine tasks.”

The 2012 Credit Card Website Evaluation Study is based on evaluations from more than 1,089 credit card customers. The study was fielded in August 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/.

[1] 2012 U.S. Credit Card Satisfaction Study
 

 

Although the Majority of Automotive Buyers Continue to Use Personal Computers to Shop for New Vehicles, Tablets and Smartphones Are Used by One in Five Digital Auto Buyers

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 1 October 2012 — Influenced by the phenomenal growth of mobile devices to access the Internet, tablets and smartphones are being used by one in five new-vehicle buyers who use the Internet in the automotive shopping process, according to the JD Power and Associates 2012 New Autoshopper Study^SM released today.

The study analyzes how new-vehicle buyers use digital devices (computers, smartphones and tablets) and which websites and apps are used to gather information prior to purchase. Overall, 79 percent of new-vehicle buyers use the Internet (also referred to as Automotive Internet Users, or AIUs) to research their vehicle purchase.

While nearly all (99%) AIUs use a desktop/laptop computer at some point in their shopping process, nearly 30 percent use multiple devices, including desktops, smartphones and/or tablets. The study finds that 20 percent of AIUs use a smartphone to gather information while shopping for a new vehicle, and 18 percent use a tablet.

“Access to new-vehicle information through the Internet and apps–obtained via personal computers, smartphones and tablets–is having a greater impact on many aspects of the purchase decision than ever before,” said Arianne Walker, senior director, automotive media and marketing solutions at JD Power and Associates. “It is important for brands and websites to provide consistency across their sites and apps, no matter what device is being used to access the information.  The shopping experience should be equally usable and the shopping information equally complete, no matter the device.”

The majority of shopping among AIUs still occurs at home. However, tablets are not as mobile as they may seem. Most AIUs who use a tablet for shopping do so at home, while those who use a smartphone are more likely than tablet users to do so outside of the home, as smartphones are always within reach. Among AIUs who use a smartphone, 59 percent do so at the dealership, accessing vehicle pricing, model and inventory information, as well as comparing vehicles.

“This interplay between the dealership experience and digital information has become more intertwined with the availability of shopping content on mobile devices,” said Walker. “Now that buyers can easily access information right from their pockets, it is essential that the dealer body is as well versed as the shoppers in order to provide consistent information both online and in the dealership.”

The study finds that buyers go online nearly as soon as they decide to buy a new vehicle, and 59 percent of AIUs narrow their consideration list to one model during the final week before the actual purchase. With such a high volume of buyers deciding on the model of purchase so close to the actual time of the sale, the digital experience and dealer interaction are more important than ever. 

The vast majority (98%) of AIUs visit manufacturer websites during their shopping process, followed by third-party websites (81%); dealer websites (73%); and social media sites (5%). AIUs rely heavily on manufacturer websites for researching specific models and utilizing build tools, while they more frequently rely on third-party sites for comparing vehicles; reading vehicle ratings and reviews; and learning about vehicle trade-in values. AIUs use dealer sites primarily for inventory and dealer-specific information, such as directions/location, hours and contact information.

“With such a wide range of information available digitally, it’s important for OEMs to partner with automotive sites, not only to drive traffic to the brand and dealer sites, but also to offer consistency in the information and tools shoppers rely on,” said Walker. “Manufacturers and automotive third-party sites need to think about synchronization across their properties in order to help provide consistency throughout the automotive shopping experience for their target audience.”

Digital automotive research continues to have the most impact on brand and model selection, followed by price, which is relatively unchanged from four years ago.  As a result of having product information accessible through websites and apps, new-vehicle buyers have more tools to help define their consideration set.  Although mobile apps are still used by a minority of AIUs, the same shopping tools are being used across the two types of digital properties, albeit at different rates. 

The 2012 New Autoshopper Study is based on responses from 12,289 purchasers and lessees of 2010 to 2012 model-year new vehicles who used information gathered digitally in the shopping process.

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

 

Overall Satisfaction with Homeowners Insurance Companies Reaches An All-Time High Due to Policy Bundling

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 27 September 2012 — Satisfaction improves among customers who bundle other policies with their homeowners policy, contributing to higher overall customer satisfaction with homeowner insurance companies, according to the JD Power and Associates 2012 U.S. National Homeowners Insurance Study^SM released today.

Now in its 12th year, the study measures customer satisfaction with homeowners insurance companies by examining five factors: billing and payment; claims; interaction; policy offerings; and price.

Overall satisfaction with homeowners insurance companies averages 785 in 2012 (on a 1,000-point scale), the highest level in the history of the study, and improves by 16 points from 2011. Additionally, satisfaction improves by 19 points among customers who bundle their auto and homeowners policies with the same insurer, compared with an improvement of 10 points among customers who have their auto policy with another insurer.  Satisfaction is higher in all five factors year over year, with the greatest gains in the policy offerings and billing and payment factors (+35 points and +27 points, respectively).  The gains in policy offerings are more pronounced among customers who bundle their auto and homeowners policies than among those who have their auto policy with another insurer (+39 points vs. +25 points, respectively). The competitiveness of discounts and the variety of coverage options are key differentiators among those customers who bundle their insurance.   

“The increase in satisfaction with policy offerings is directly related to customer perceptions that insurers are doing a better job in offering the right coverage options at competitive prices when policies are bundled,” said Jeremy Bowler, senior director of the insurance practice at JD Power and Associates. “Bundled policies not only may provide a reduced premium for customers, but may also be advantageous to both parties, as it allows customers to interact with a single insurer, potentially streamlining both billing and payment.”

While auto is the most typically bundled policy with homeowners, the study finds a direct relationship between bundling any additional products and higher satisfaction. Satisfaction among customers who insure only their home with their homeowners insurer is 712. However, when one additional product is bundled (typically an auto policy), satisfaction increases to 792. When four or more products are bundled with the insurer, satisfaction further increases to 861.

Not only does bundling increase satisfaction with homeowners insurance companies, but it also increases customers’ intent to renew their policy. Among customers who have homeowners insurance only, just 28 percent say they “definitely will” renew with their insurer. Among customers who bundle two policies, 46 percent say they “definitely will” renew with their insurer, and increases to 66 percent when four or more policies are bundled.

“Insurance companies have a tremendous opportunity to create loyal customers by delivering a satisfying bundling experience and deepening their penetration into the household,” said Bowler. “Once established, customers are inclined to keep their policies bundled. Additionally, they are more likely to add more products to their policy in the future.”

For more information on how bundling different products impact satisfaction and customer loyalty, click here to download the management discussion.

Amica Mutual ranks highest in satisfaction (859) for an 11th consecutive year among homeowners award-eligible insurance companies and performs particularly well in all five factors that contribute to overall customer satisfaction. Following Amica Mutual in the rankings are ACSC (AAA) (824) and Erie Insurance (822), respectively. USAA, an insurance provider open only to U.S. military personnel and their families and therefore not included in the rankings, also achieves a high level of customer satisfaction.

JD Power and Associates offers the following tips to homeowners insurance customers:

• Seek an annual policy review. Changes in the value of your home and personal possessions may have an impact on your homeowners insurance policy. A good agent will offer to review your policy annually to ensure that it covers the current estimated cost to rebuild your home. If you have remodeled, purchased expensive jewelry or artwork, or live in an area where home construction costs have risen, your current policy may no longer provide adequate coverage.
• Consider bundling multiple policies to save money. Most insurance companies that sell insurance products other than homeowners insurance will offer discounts for buying more than one policy. For example, if your auto insurance company also sells homeowners insurance, you may get a discount of up to 15% for buying both products from the same insurer.
• Research company performance when considering a new insurer. Research the financial strength and customer service performance of insurers through independent third-party sources, such as state insurance departments, A.M. Best, Standard & Poor’s, and Power Circle Ratings™ at JDPower.com. In addition, ask your family, friends and neighbors for insurance companies they can recommend.
• Do your homework when shopping for insurance. Obtain quotes from different insurers, and make sure you compare coverage on an apples-to-apples basis so you are able to determine whether a lower price represents less coverage. Also, understand what is included in your policy. While all homeowners insurance policies include coverage for fire, theft or vandalism, among other perils, coverage for some natural disasters, such as floods and earthquakes, may not be included in the regular policy.

The 2012 U.S. National Homeowners Insurance Study is based on responses from more than 12,600 homeowners insurance customers. The study was fielded between May and 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 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:

Kelly Nichols; Brandware Public Relations; Atlanta, Ga.; (770) 649-0880; [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

 

Customer Satisfaction with Mail-Order Pharmacies Trails Satisfaction with Brick and Mortar Pharmacies

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 27 September 2012 — Satisfaction among customers using mail-order pharmacies to fill their prescriptions continues to decline, falling significantly below customer satisfaction with brick-and-mortar pharmacies, according to the JD Power and Associates 2012 U.S. Pharmacy Study^SM released today.

Overall satisfaction with mail-order pharmacies averages 792 (on a 1,000-point scale) in 2012, which is 22 points below the average overall satisfaction score for brick and mortar pharmacies this year, and 14 points lower than in 2011. The brick and mortar segment includes chain drug stores, supermarkets and mass merchandisers. This marks the second consecutive year of significant declines in customer satisfaction with mail-order pharmacies. In contrast, overall satisfaction with brick and mortar pharmacies has held steady year over year, with an average score of 814 in 2012, a slight decrease from 818 in 2011.  

The study, now in its sixth year, measures customer satisfaction with pharmacies in two segments: brick and mortar and mail-order. Customer satisfaction with brick and mortar pharmacies is measured across five key factors: prescription ordering and pick-up process; store; cost competitiveness; non-pharmacist staff; and pharmacist. Four factors are examined in the mail-order segment: cost competitiveness; prescription delivery; prescription ordering; and customer service.

In addition to declining overall, customer satisfaction with mail-order pharmacies has also decreased in each of the four factors year over year, most notably in cost competitiveness, which has been the competitive advantage for mail-order pharmacies, compared with brick and mortar pharmacies.

“The erosion in customer satisfaction with mail-order pharmacies may foretell challenges to their business model, as prior to 2011 customer satisfaction was more equivalent to the brick-and-mortar experience,” said Rick Millard, senior director of the healthcare practice at JD Power and Associates. “Acceptance of mail-order programs grew by offering customers convenience and lower costs. While this has been a successful approach, the mail-order business needs to continue to adapt to meet customers’ increasing expectations.”

The study finds only a slight increase in the proportion of customers who indicate they are required to use mail ordering for repeat or maintenance prescriptions, compared with 2011 (42% vs. 41%, respectively). However, overall satisfaction among customers who elect to use mail-order pharmacies is significantly higher than among those who are required to use them (810 vs. 768, respectively). In addition, satisfaction with the cost competitiveness of mail-order pharmacies among customers who are not required to use them is 773, compared with 714 among mandatory customers.

“Customers who are given a choice tend to perceive they are paying less than they would at a store pharmacy, or are deriving a better value for their purchase,” said Millard.

While convenience is important however prescriptions are filled, customer service matters more for the in-store pharmacy experience. The most important reason for choosing a specific brick and mortar pharmacy is convenient location, followed by customer service.

“Customer service is becoming an increasingly important advantage of the brick and mortar pharmacy experience,” said Millard. “The pharmacist is at the heart of that customer service. While the majority of customers don’t speak with the pharmacist, their presence may help draw customers to stores.”

The study finds that 37 percent of customers who use in-store pharmacies are asked by the pharmacy staff if they want to speak with a pharmacist, a slight increase from 35 percent in 2011. Among the 23 percent of customers who do speak with a pharmacist in person, 61 percent also purchase other over-the-counter medications during their visit, compared with just 24 percent among those who do not speak with a pharmacist.  
 
“Pharmacists, who are viewed as one of the most highly esteemed professional groups, are there to provide customer service, not just dispense prescriptions,” said Millard. “It’s surprising that more customers don’t utilize the opportunity, given that pharmacists provide free health advice, and you don’t have to make an appointment.”

Segment Rankings

Health Mart ranks highest among chain drug store pharmacies, with a score of 848. Good Neighbor Pharmacy and The Medicine Shoppe Pharmacy rank second in a tie with a score of 843 each.

Sam’s Club ranks highest among mass merchandiser pharmacies with a score of 838. Target (835) and Costco (819) follow in the rankings.

Publix ranks highest for a third consecutive year in the supermarket segment, with a score of 872. Wegmans ranks second (861), followed by Winn-Dixie/Bi-Lo (842).

Kaiser Permanente Pharmacy ranks highest among mail-order pharmacies for a fourth consecutive year, with a score of 847, followed by Humana RightSourceRx (805). The Department of Veterans Affairs pharmacy service, which is open only to veterans of the U.S. military and their families, and therefore is not included in the rankings, also achieves a high level of customer satisfaction.

JD Power and Associates offers the following tips to consumers regarding selecting a pharmacy:

• You may be able to save time and money by buying prescription drugs online if you have the option. Be sure to check out what your options are before filling a prescription. The National Association of Boards of Pharmacy maintains a list of reputable sources. Better yet, ask your doctor to recommend an online pharmacy.  
• If you have any questions about a medication, ask your pharmacist when you pick up the prescription. Pharmacists are prepared to respond to any questions about medications. If you think you’ll forget to ask about an issue, write down your questions before you pick up the medication.
• Ask your doctor to prescribe generic medications whenever possible; they’re less expensive. Many doctors will do this automatically.
• Ask your doctor for samples. If you’re being prescribed a medication, many doctors receive small sample packets of medication from various pharmaceutical companies, which are free. When the samples run out, you’ll have to start paying.

The 2012 U.S. Pharmacy Study is based on responses from more than 12,700 pharmacy customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. The study was fielded between July and August 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:

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

Follow us on Twitter: @JDPower

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

 

November New-Vehicle Retail Selling Rate Bounces Back Strong Following Hurricane Sandy

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 21 November 2012 — The new-vehicle retail selling rate returned to a healthy level in November after being negatively impacted by Hurricane Sandy in October, according to a monthly sales forecast developed by JD Power and Associates’ Power Information Network(R) (PIN) and LMC Automotive.

Retail Light-Vehicle Sales

November new-vehicle retail sales are projected to come in at 931,900 units, which represent a seasonally adjusted annualized rate (SAAR) of 12.9 million units. November is expected to reflect the highest retail selling rate since January 2008. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

“Sales have strengthened each week in November, which bodes well for a strong finish to the month and the year,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “We expect healthy sales in December, as the industry

WESTLAKE VILLAGE, Calif.: 21 November 2012 — The new-vehicle retail selling rate returned to a healthy level in November after being negatively impacted by Hurricane Sandy in October, according to a monthly sales forecast developed by JD Power and Associates’ Power Information Network(R) (PIN) and LMC Automotive.

Retail Light-Vehicle Sales

November new-vehicle retail sales are projected to come in at 931,900 units, which represent a seasonally adjusted annualized rate (SAAR) of 12.9 million units. November is expected to reflect the highest retail selling rate since January 2008. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

“Sales have strengthened each week in November, which bodes well for a strong finish to the month and the year,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “We expect healthy sales in December, as the industry continues to recover from Sandy and leads into its year-end sales events.”  

Younger Online Apparel Shoppers Are Less Satisfied with Their Purchase Experience Than Are Older Shoppers

1970-01-01

jdp-root

WESTLAKE VILLAGE, Calif.: 21 November 2012 — Satisfaction with online apparel retailers is significantly lower among online shoppers between the ages of 18 and 24 than among those 55 years of age and older, according to the JD Power and Associates 2012 Online Apparel Retailer Satisfaction Report^SM released today.

Overall satisfaction with online apparel retailers varies widely across age groups. Satisfaction among online shoppers between the ages of 18 and 24 is 795 (on a 1,000-point scale), compared with 825 among those 55 years of age and older, and is significantly lower than the report average of 812.

The report examines satisfaction with online apparel retailers among consumers who have completed an apparel purchase online in the past 12 months. Overall satisfaction is measured across seven factors (in order of importance): online store services and delivery; website/online store; usefulness of information; in-stock availability of merchandise; competitiveness of pricing; variety of merchandise offered; and contact with customer service. The relative importance of customer service is low, as only 18 percent of online consumers indicate that they contacted customer service; however, among those who contacted customer service, this becomes the most important factor.

According to findings from the report, younger consumers (18-24 years old) who shop online for apparel rely predominantly on price (63%) when selecting an apparel retailer. Notably, a significantly higher proportion of these young consumers use positive reviews of the brand (27%) and recommendations from family, friends or colleagues (19%) when selecting an online apparel retailer than the report average of 19 percent and 15 percent, respectively. Conversely, older consumers (55-plus) who shop online for apparel use past experience with a brand (77%) as their primary reason for selecting a retailer, while only 16 percent use positive reviews of the brand and 11 percent use recommendations from family, friends or colleagues.

“Younger shoppers, while being driven primarily by price, consider the experiences shared by others more than do consumers in any other age group,” said Sara Wong Hilton, director at JD Power and Associates. “As their brand opinions are still being formed, they rely on input from both people they trust and those who have already used that same online retailer.”

The report finds that, on an annual basis, consumers visit their primary online apparel retailer’s website an average of 30 times and make an average of five purchases. However, younger consumers visit their primary apparel retailer’s website and purchase from that retailer online significantly more often, averaging 42 visits annually and seven purchases. Conversely, older consumers visit their primary online apparel retailer’s website an average of 18 times and make an average of four purchases annually.

“The disparate shopping numbers reflect that younger consumers are more comfortable shopping for and purchasing apparel online, while consumers in the 55-plus age group are less comfortable, preferring more traditional methods, such as shopping and making purchases in-store, via catalog or over the telephone,” said Hilton.

Online Apparel Satisfaction Rankings

LLBean.com ranks highest among online apparel retailers with a score of 830. LandsEnd.com ranks second (829), while Forever21.com ranks third (824).

JD Power and Associates offers the following tips to online apparel shoppers:

• Read the user or consumer reviews and feedback for the apparel retailer website for positive comments, information and insight from other users.
• Many online apparel retailers have loyalty or rewards programs that offer significant savings, special incentives or rebates for consumers who frequently shop those sites.
• Some online apparel retailers provide free shipping, or a reduced or flat rate fee, on orders that reach a specified dollar threshold. This is an especially attractive benefit, as shipping costs add up quickly, depending on the total price, and how quickly you want the item(s) delivered. However, be mindful that you may end up spending more than you originally intended simply to qualify for free shipping.
•  Before buying, check the retailer’s return policy. Some retailers only accept returns within a certain number of days following the purchase, while others may charge a restocking fee, which usually is a percentage of the original purchase price.

The 2012 Online Apparel Retailer Satisfaction Report is based on responses from 2,399 consumers who made an online purchase from an apparel retailer in the past 12 months. Invitations to participate in the online survey were sent via email to online panelists in October and November 2012.  JD Power and Associates received completed questionnaires through November 10, 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, JD Power and Associates and Platts, a leader in commodities information. 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

 

Forrest General Recognized for Providing Outstanding Cardiovascular and Maternity Department Experiences

2012-11-19

jdp-root

WESTLAKE VILLAGE, Calif.: 19 November 2012 — Forrest General 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 Cardiovascular Experience” and “An Outstanding Maternity Experience.” This is the fourth consecutive year the hospital has been recognized for its cardiovascular services, and the second consecutive year it has been recognized for its maternity department services.

“Earning this distinction for both cardiovascular and maternity services in consecutive years speaks volumes about the commitment Forrest General provides to its patients. They have the ability to provide outstanding service from the moment patients arrive at the hospital to the time they are discharged,” said Richard Millard, senior director of provider programs 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

“Receiving this recognition from JD Power and Associates for the fourth consecutive year for our Heart and Vascular Services and the second consecutive year for Maternity Services is a great accomplishment for our staff and physicians, and for all of our employees who have a hand in caring for cardiovascular patients and new moms and their babies,” said Evan Dillard, president and CEO of Forrest Health. “Forrest General is committed to providing a positive patient experience from the time a patient comes to our facility to the time they go home. The fact that this recognition comes from patient feedback about our services is a demonstration to that commitment, and I congratulate our staff on these accomplishments.”

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

Forrest General exceeds the national benchmark study score for inpatient and emergency patient satisfaction. The hospital performs particularly well when compared with the national study in providing patients with dignity and respect and receives notably high ratings from inpatients for the courtesy of doctors, while emergency services patients indicate they are particularly pleased with the courtesy of radiology staff.

For its maternity services, the hospital performs particularly well compared to the national study in providing patients and experience with a high level of dignity and respect as well as emotional support. These elements are the greatest drivers of satisfaction among the five dimensions of the patient experience.

For cardiovascular services, Forrest General performed particularly well compared to the national study in providing patients and experience with a high level of satisfaction in the area of Doctors and Tests.

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, JD Power and Associates and Platts, a leader in commodities information. 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]
Jessica Wallace; Forrest General; Hattiesburg, Miss.: (601) 288-1303; [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