Category: United States

JD Power and Associates Teams with Prime Action Consulting To Offer Retail Performance Improvement Solutions for Automakers

2012-11-13

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WESTLAKE VILLAGE, Calif.: 13 November 2012 — JD Power and Associates has signed an agreement with Prime Action Consulting to offer unparalleled retail performance improvement solutions to automakers and dealerships in Brazil, Mexico and throughout Latin America.

While continuing to operate as separate companies, both entities will collaborate on retail training and consulting projects in which the auto industry may benefit from the strengths of both companies.  

As a global provider of customer satisfaction research, JD Power and Associates brings an extensive  understanding of customer behavior and expectations of consumers worldwide, as well as insights of leading retail processes and practices that correlate most strongly to new-vehicle sales and customer retention.  

Prime Action, the leading retail channel consulting firm in Latin America, brings extensive consulting experience and performance-improvement tools to clients across the full range of the automotive retail experience, including vehicle sales, finance and insurance, delivery, after-sales service and used-vehicle operations.

“We are very pleased to combine our actionable customer insights with Prime Action for the benefit of the Latin America auto industry,” said Darren Slind, senior director and regional leader of JD Power and Associates for Latin America and Canada.  “We are already seeing the benefits of this collaboration as we begin to offer auto companies the best of our global experience and leading practices with Prime Action’s ability to translate these insights to local market needs.”

“For Prime Action, the opportunity to develop retail performance solutions based on JD Power’s deep understanding of customer behaviors and expectations is unique,” said Carlos Campos, senior partner for Prime Action in Brazil.  “Prime Action, together with JD Power, is now able to bring new solutions and worldwide benchmarks and best practices in customer satisfaction, loyalty and dealer effectiveness as a whole.”

Both companies have offices in the two largest markets in Latin America, Sao Paulo and Mexico City.

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/.

About Prime Action Consulting

Since its founding 20 years ago, Prime Action has developed a reputation as the leading retail channel consulting partner in Latin America with extensive experience in the automotive industry. With offices in both Sao Paulo and Mexico City, Prime Action has a team of over 170 professionals with expertise across all facets of the industry and across key disciplines including go-to market strategy, sales and dealership strategy and planning, dealership consulting, training and facilitation and in-dealership process design, evaluation, improvement and coaching. Prime Action offers clients a comprehensive range of automotive retail solutions including training and consulting services across all retail customers touch points–sales, after-sales, F&I and used vehicle operations. Additional information is available at http://www.primeaction.com/.

Media Relations Contacts:

John Tews; JD Power and Associates Troy, Mich.; (248) 680-6218; [email protected]
Jon Sederstrom; JD Power do Brasil: +55 (11) 3039 9777; [email protected]
Gerardo Gómez; JD Power and Associates México +52 (55) 1500 5100; [email protected]
Francisco Granados, Cohn & Wolfe, Mexico City: +52 (55) 5350 3700 x 4808; [email protected]
Karen Almeida, Gaspar & Asociados, Sao Paulo: +55 (11) 3037 3228; [email protected]
Joel Kotowy; Prime Action Consulting of Mexico; +52 (55) 15 00 29 00; [email protected]
Carlos Campos; Prime Action Consulting of Brazil; +55 (11) 3927 31 00; [email protected]
Marco Botelho; Prime Action Consulting of Brazil; +55 (11) 3927 31 00; [email protected]

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

Small Business Banking Customers, Unlike Retail Banking Customers, Continue To be Underserved by Their Financial Institutions

1970-01-01

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WESTLAKE VILLAGE, Calif.: 9 November 2012 — Small business banking customers, and the economic catalyst that they represent, are not having their expectations fully met by their bank, according to the JD Power and Associates 2012 U.S. Small Business Banking Satisfaction Study^SM released today.

While overall satisfaction among small business banking customers averages 736 (on a 1,000-point scale), reflecting a 19-point increase from 2011, satisfaction is still significantly lower than among retail banking customers (753).  Even given the value that small business banking customers represent to financial institutions, they experience more problems than do retail banking customers and experience fewer of the basic customer-service elements, such as being greeted by name and being thanked for their business, which significantly impact satisfaction.   

The study finds that when small business banking customers are greeted by name, the positive impact on overall satisfaction is 106 points. However, this occurs only 47 percent of the time, compared to 64 percent of the time among retail banking customers, representing a 17-percentage-point gap. This disparity occurs even though small business customers bank in person at the branch more than twice as often as retail customers (36 times vs. 16, respectively, on an annual basis).

“When it comes to customer satisfaction, sometimes it really is the little things that matter. Simple gestures, like greeting customers by name as they walk in, go a long way in providing a satisfying experience,” said Jim Miller, senior director of banking at JD Power and Associates. “Due to the value of their business to the bank, and how frequently they visit the branch, small business banking customers expect, and deserve, a level of service that is greater than that of retail banking customers.”

Now in its seventh year, the study measures small business customer satisfaction with the overall banking experience by examining eight factors: product offerings; account manager; facility; account information; problem resolution; credit services; fees; and account activities.

Small Business Account Managers

The study finds that an assigned account manager may be an extremely valuable contributor to the overall satisfaction of small business banking customers. However, satisfaction among small business banking customers with an assigned account manager who only “partially” or does “not at all” understand their customers’ business is only one percentage point different than when an account manager is not assigned. Customer satisfaction among small business banking customers who have an account manager who they perceive “completely” understands their business averages 848, compared with those with an account manager who they perceive only “partially” or does “not at all” understand their business (709). Satisfaction among small business banking customers without an assigned account manager averages 708.

The implications of not assigning an account manager who “completely” understands their customers’ business are significant. The study finds that among customers who have an account manager who “completely” understands their business, 47 percent say they “definitely will” reuse the bank and 53 percent say they “definitely will not” switch banks, compared with those whose account manager does not fully understand their business, or are not assigned an account manager (19% and 25%, respectively).

“When small business banking customers do not have an account manager who they perceive understands their business, the impact on loyalty and advocacy rates is significant,” said Miller. “In these cases, it may be beneficial for customers to look for a bank that will do a better job of meeting their needs.”

While the traditional means of servicing small business customers, such as in-branch banking and providing a knowledgeable account manager, have a high importance weight in overall satisfaction, newer areas of opportunity are emerging as a way for banks to differentiate themselves from competitors. For instance, mobile banking usage among small business customers has doubled from 2011, from 5 percent to 10 percent year over year, and is nearly on par with retail banking customer mobile banking usage (13%).

Small Business Bank Rankings

Huntington Bank ranks highest in small business banking satisfaction with a score of 793 and performs particularly well in account activities, product offerings, fees, and account information. Following in the rankings are SunTrust Bank (774) and BB&T (772).

The 2012 U.S. Small Business Banking Satisfaction Study includes responses from nearly 7,246 small business owners or financial decision-makers who use business banking services. The study was fielded from August 10, 2012 through September 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:

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

To Increase Electric Vehicle (EV) Sales, Automakers Must Address Economic Challenges, Not Just Tout Environmental Advantages

1970-01-01

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WESTLAKE VILLAGE, Calif.: 8 November 2012 — Electric vehicles (EVs) will remain a very small part of the U.S. market unless automakers can lower prices and demonstrate the economic benefits to consumers, according to the JD Power and Associates 2012 Electric Vehicle Ownership Experience Study^SM released today.

The inaugural study explores the EV shopping and consideration experience as well as the ownership experience, and provides an analysis of the needs and expectations of current and future EV owners.

Current EV owners most often cite environmental friendliness as the most important benefit of owning an EV. Nearly one-half (44%) of these owners indicate the top benefit of their vehicle is lower emissions, compared with emissions from gasoline- or diesel-powered vehicles. 

However, consumers considering an EV for their next vehicle primarily want to lower their fuel costs. While 11 percent of consumers would consider an EV for its environmental benefits, 45 percent want to reap the economic benefits of fuel savings. For example, current EV owners report an average monthly increase in their utility bill of just $18 to recharge their vehicle’s battery–which is significantly less than the $147 that they would typically pay for gasoline during the same period of time.

“Current EV owners focus on the emotional benefits of owning an electric vehicle–which are having a positive effect on the environment–but the way for manufacturers to take EVs to the masses and increase sales is to address the economic equation,” said Neal Oddes, senior director of the green practice at JD Power and Associates. “There still is a disconnect between the reality of the cost of an EV and the cost savings that consumers want to achieve.”

Compared with sales prices for a similar gasoline-powered vehicle, the study finds that owners of all-electric vehicles (AEV) pay a premium of $10,000, on average, for their vehicle, while plug-in hybrid electric vehicle (PHEV) owners pay a $16,000 premium, on average. Based on annual fuel savings, it would take an average of 6.5 years for AEV owners to recoup the $10,000 premium they paid at the point of purchase, while the payoff point for PHEV ownership is 11 years. 

“The payback period is longer than most consumers keep their vehicle,” said Oddes. “The bottom line is that the price has to come down, which requires a technological quantum leap to reduce the battery price. There also needs to be an improvement in the infrastructure, or the number of charging stations outside of the home. Until those two concerns are addressed, EV sales will remain flat.”

The study finds that virtually all EV owners charge their vehicle at home. One-third of EV owners elect to use a standard 120-volt outlet to charge their vehicle rather than install a special home-charging station, which can recharge an electric vehicle in half the time that it takes when using a standard 120-volt household outlet, and provides greater ability to leverage lower off-peak electricity rates.

EV owners who elect to have a 240-volt charging station placed in their home pay an average of $1,500 for equipment, installation and inspection, plus a monthly amount for the electricity used. However, the study finds that 43 percent of owners received their charging station for free. Among those who do pay, the cost of the charging station, installation and inspection are recouped through fuel savings in the first year of ownership.

“Some utility companies offer lower rates when EV owners charge their vehicle at home overnight,” said Oddes. “The availability of special electric rates for EVs varies by utility company and region. For instance, most California utilities offer EV discount plans, but few utilities in other states currently do the same.”

The study finds that 31 percent of  EV owners are either on a time-of-day plan through their utility company that offers lower-priced charging during off-peak hours (entire household on same meter); have a special EV plan with a separate meter; or pay a flat fee per month to charge their EV (no separate meter required).

“Electric utility companies have an opportunity to focus more on EVs, as the utilities are not currently being thought of by consumers as part of the EV equation,” said Jeff Conklin, senior director of the energy practice at JD Power and Associates. “The study shows that consumers perceive their electric company more favorably when it provides special rates for EV charging.”

The study finds that nearly one-half (43%) of EV owners indicate they also charge their vehicle away from home. Whether at work or in public places, such as shopping malls and airports, when they charge their vehicle away from home, 85 percent of the time EV owners don’t have to pay for the service.

“Most utility companies’ websites have a calculator that demonstrates the potential savings on electric vehicle fuel to help identify how much may be saved by charging an EV rather than using gasoline,” said Conklin. “More work needs to be done to let consumers know where charging stations are located in their area to alleviate some of the concerns they have about where an EV can be charged away from home.”

Oddes notes that as battery technology improves, manufacturers are able to produce more affordable EVs, which should also lower the current price premiums. Lowering the cost of ownership may help increase market share–electric vehicles currently account for less than 1 percent of new-vehicle sales in the United States, according to LMC Automotive–but there are also other hurdles to overcome.

“There still is anxiety among consumers about the cost and lifespan of EV batteries, the infrastructure needed to charge EVs and the vehicle’s driving range,” said Oddes. “Automakers need to continue to address these issues and educate consumers about the benefits of EV technologies in order to gain momentum in the marketplace.”

Driving range and the availability of charging stations are the top concerns among consumers considering an EV. The study finds 12 percent of EV intenders are concerned about the driving range. However, current EV owners indicate an average daily commute of 34 miles–which is well within the range of a fully charged EV. 

The size of the vehicle is the second-most-frequently cited reason for rejecting an EV. Consumers considering an EV look more frequently for a midsize sedan than any other size vehicle. Currently, most of the EVs being produced are in the small vehicle segments, which should change as new midsize models enter the market in 2013. 

In addition to price and vehicle size, concerns with reliability of EVs rounds out the top three rejection reasons.

The payoff for automakers is that once they get consumers to buy an EV, they tend to retain them as customers. Overall, 82.5percent of owners indicate they “definitely will” or “probably will” buy another EV from the same brand. The average retention among owners of all vehicle types is 49.8 percent. 

The following tips may be helpful to consumers when considering an electric vehicle:

• Drivers with predictable, unwavering daily driving requirements are the best candidates for all-electric
• vehicles. If your driving requirements are variable, consider a plug-in hybrid electric vehicle that provides pure electric driving for shorter distances, but can handle a longer trip without recharging, if necessary, by utilizing the gasoline-powered back-up engine.
• Be sure to investigate potential federal or state tax incentives associated with an electric vehicle purchase. These incentives may vary, depending on the make and model selected. Also, ask your local utility company about special EV battery-charging programs and special rate programs that may be available.
• Topography affects electric vehicle range. If you live in a mountainous region, your driving range will be somewhat variable, as the vehicle consumes charge going uphill and then captures energy while coasting downhill.
• The U.S. Department of Energy offers maps that show the locations of charging stations through the country at http://www.afdc.energy.gov/locator/stations/

The 2012 Electric Vehicle Ownership Experience Study is based on online responses from more than 7,600 vehicle owners and panelists who either currently own an EV, are considering an EV for their next vehicle purchase, or shopped for an EV but ultimately decided not to purchase one.  The study was fielded in October 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

Overall Satisfaction with Rental Cars Increases for a Third Consecutive Year, Reaching the Highest Level in Seven Years

1970-01-01

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WESTLAKE VILLAGE, Calif.: 8 November 2012 — Customer satisfaction with rental cars has increased for a third consecutive year, reaching its highest level in seven years, according to the JD Power and Associates 2012 North America Rental Car Satisfaction Study^SM released today.

Now in its 17th year, the study measures overall customer satisfaction with renting cars at airport locations by examining six factors (listed in order of importance): costs and fees; pick-up process; return process; rental car; shuttle bus/van; and reservation process.

Overall satisfaction in 2012 averages 769 on a 1,000-point scale, up from 758 in 2011, and exceeds a high of 767 previously set in 2006. Overall satisfaction in 2012 is driven by increases in scores across all factors except reservation process, which is down by one index point, compared to 2011. The greatest year-over-year improvements across the industry are in the shuttle bus/van and cost and fees factors.

Overall satisfaction among the business and leisure/personal customer segments also increases from 2011, with each segment reaching the highest satisfaction levels in seven years. Overall satisfaction among business customers increases to 762, up from 753 in 2011, while satisfaction among leisure/personal customers improves to 774, a 12-point improvement from 2011.

“The rental car industry continues to step up its game, building on improvements in the rental car customer experience made over the past several years, while also benefiting from higher satisfaction levels with cost and fees relative to prior years,” said Stuart Greif, vice president of the travel practice at JD Power and Associates. “However, there still are tremendous opportunities to leverage technology to address customer pain points in the rental car experience. There is also an opportunity to make the most out of staff interactions with customers and raise customer satisfaction levels even higher.”

The study finds that customers’ positive or negative encounters with staff during the rental car process contribute to their overall satisfaction. Overall satisfaction among customers who are greeted with a smile at the rental counter when picking up their vehicle averages 795, compared with 647 among those who are not greeted with a smile. Similarly, the gap in satisfaction between customers who are greeted with a smile during the return process and those who are not is 149 index points (801 vs. 652, respectively).

“While the investment in the vehicles and running rental car operations is significant, how much does it cost to provide a genuine warm smile?” said Greif. “A friendly greeting and attitude toward helping customers goes a long way, and it doesn’t cost millions of dollars.”

While business customers tend to be more critical of their rental car experience than do leisure/personal customers, they also tend to be more loyal. The study finds that 33 percent of business customers say they “definitely will” rent from the same brand again, compared with 26 percent of leisure/personal customers.  

“Business customers tend to rent more frequently, so they are more aware of what to expect and they are often pressed for time, thus speed and efficiency are critical to their satisfaction,” said Ramez Faza, senior manager of the Travel Practice at JD Power and Associates.  “Therefore, business customers tend to be tougher graders. Leisure/personal customers tend to shop around more and search for the best value and are often more satisfied with cost and fees than are business customers. These insights are somewhat counterintuitive, because business customers are not paying out of their own pocket, whereas leisure/personal customers are spending their own money.”

Among leisure/personal customers, 41 percent selected their rental car company based on price, while 13 percent based their selection on past experience with the brand and nine percent based their selection on special promotions or discounts. Among business customers, 24 percent selected their rental car company based on price, while 16 percent based their selection on past experience, 13 percent based on their company’s travel policy and 12 percent on membership or rewards programs.

Timeliness of service is a major topic across industries, and renting a car is no exception.  On average, customers spend slightly less than 10 minutes each waiting on the shuttle bus or van; in transit to the rental car facility; and returning the vehicle and being transported back to the airport. The pick-up process takes longer to complete, an average of nearly 17 minutes. This reflects much longer wait times for customers who pick up their vehicle at the counter versus those who enjoy the speed and efficiency of counter bypass programs or kiosks, both of which result in higher levels of satisfaction with the pick-up process than does the use of counter pick up, even at dedicated loyalty member counters.

“Rental car companies must continue to balance the need to serve their customers more quickly with the need to improve service,” said Faza. “There are benefits to reducing wait times, as customer satisfaction tends to decrease after 5 minutes at any given stage of the process.”

Enterprise ranks highest in customer satisfaction among rental car companies, with a score of 804, performing particularly well across all factors. National follows in the rankings with 788, performing particularly well in the return process factor. Alamo ranks third with 773 and performs particularly well in the shuttle bus/van factor. It is notable that the three highest-ranked brands–Enterprise, National and Alamo–are all managed by Enterprise Holdings.

The following tips may be helpful to consumers when renting a car:

• Know your insurance coverage. Your own auto insurance policy or credit cards may include personal liability coverage. Prior to renting, review your policy.
• Compare prices for town vs. airport pick-up locations. In some markets, you’ll save money by taking a bus from the airport to your hotel and renting your car there, as long as the additional time is not an inconvenience.
• Consider joining a rental car company’s loyalty/membership program, which offers benefits such as free airline miles, discount pricing and the potential to bypass the check-in counter when you make your reservation in advance.
• Consider renting a hybrid model when taking long-distance trips. If you are renting a car for several days and will be refilling the tank once or twice, a hybrid vehicle may save on fuel costs.   
• If you’re planning to use a mobile phone while in the vehicle, check ahead of vehicle pick up whether hands-free pairing or Bluetooth is available in the vehicle. If not, pack your own Bluetooth or other headset for your trip, as many states have laws that do not allow using your hands to operate the phone while driving.

The 2012 North America Rental Car Satisfaction Study is based on responses gathered between October 2011 and August 2012 from more than 12,100 evaluations from business and leisure/personal customers who rented a vehicle at an airport location between September 2011 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, 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]

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

Nicor National Call Center Recognized for Providing An Outstanding Customer Service Experience

1970-01-01

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WESTLAKE VILLAGE, Calif.: 7 November 2012 — Nicor National has been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Call Center Certification Program^SM. The Call Center Certification Program distinction acknowledges a strong commitment by Nicor National’s service call center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the call center successfully passed a detailed audit of more than 100 practices that encompass its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.  As part of its evaluation, JD Power and Associates conducted a random survey of Nicor National customers who recently contacted its call center in Naperville, Ill.

“Nicor National has now earned our certification for six consecutive years and is to be congratulated on this significant achievement,” said Mark Miller, senior director at JD Power and Associates.  “Their most recent certification demonstrates that Nicor National has made the necessary commitments required to consistently provide an outstanding customer experience.”

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
 
“It is a significant accomplishment to earn six consecutive certifications,” said Robin Boren, president of Nicor National. “I have observed firsthand the work and effort that goes into this achievement, and I’m proud of our entire team for their continued commitment to providing exceptional customer service.”

The Call Center Certification Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

For more information on the Call Center Certification Program, please visit JDPower.com.

About JD Power and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two 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]
Kyle Bauer; Nicor National; Naperville, Ill.; (630) 388-2034; [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

Despite Consumers Paying More, Satisfaction with Fairness in the Settlement Drives Increase in Overall Satisfaction with Auto Insurance Claims

1970-01-01

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WESTLAKE VILLAGE, Calif.: 29 October 2012 — Claimant satisfaction with their auto claims experience has increased from last year, driven primarily by an improvement in their perceptions of the fairness of settlement terms, according to the JD Power and Associates 2012 U.S. Auto Claims Satisfaction Study^SM released today.  

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

For a fifth consecutive year, Auto-Owners Insurance ranks highest in overall satisfaction with a score of 887 (on a 1,000-point scale). Following Auto-Owners Insurance are Amica Mutual and Erie Insurance in a tie (876) and Automobile Club of Southern California (AAA) and COUNTRY in a tie (874).

Overall claimant satisfaction has increased significantly to 852 index points, a 6-point improvement from 2011. Satisfaction has increased in five of the six factors year over year, with settlement, the most important factor contributing to overall satisfaction, increasing by nine points to 846. Settlement satisfaction has increased by 16 points among claimants with a total loss. The average total loss settlement has increased by nearly $690, compared with 2011, driven by increasing used-vehicle values throughout much of 2012.

“As used vehicle sale prices increase, the value of the loss settlement also increases,” said Jeremy Bowler, senior director of the insurance practice at JD Power and Associates. “According to our Power Information Network, a database of vehicle sales transactions, used-vehicle sales prices peaked in May and June of this year, averaging nearly $18,500, compared with approximately $17,700 in January of this year.”

Satisfaction with settlement has improved overall despite claimants spending more of their own money–the average out-of-pocket costs incurred have increased by $26 from 2011, to $403. Out-of-pocket costs include claimants’ deductible and any additional expenses incurred, such as rental car or repair costs. Settlement satisfaction relies heavily on claimants’ perceptions of the fairness of the settlement. In the 2012 study, this is an indication that insurers are managing claimants’ expectations more effectively, as satisfaction has increased despite the increase in costs incurred by claimants.     

“Providing exceptional customer service is an important element in driving the perception of being treated fairly,” said Bowler “Claimants’ perception of fairness is more than just the amount of the settlement, especially for repairable vehicles, where claimants are more focused on their vehicle being returned in its pre-accident condition.  Focusing on keeping claimants updated and quickly communicating what will be covered in the claim also have a major impact on their perceptions of how fairly they are treated.”  

One area in which insurers improve the most this year is increasingly offering more options to keep claimants informed of the progress of their claim, with 64 percent of claimants indicating having been offered options, compared with 61 percent in 2011. Failing to adequately explain and update claimants may lead to their questioning the settlement offer and potentially increasing the rate of negotiations, which negatively impact overall satisfaction.

The management discussion based on the study, available for download here, provides an in-depth examination of how fairness impacts overall satisfaction with the automotive insurance claims process.
 
The 2012 U.S. Auto Claims Satisfaction Study is based on responses from more than 12,508 auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle only incurred glass/windshield damage or was stolen, or who only filed roadside assistance claims. Survey data was collected between November 2011 and September 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

Vehicle Owners Ask for Smartphone Integration and Better Voice Controls, as Satisfaction with Factory-Installed Navigation Systems Declines

1970-01-01

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WESTLAKE VILLAGE, Calif.: 11 January 2013 — Despite many new-vehicle owners saying their factory-installed navigation system is better than their previous system, navigation system satisfaction has declined from 2011, as owners are frustrated by the complexity of menu systems, voice control commands and inputting destinations, according to the JD Power and Associates 2012 U.S. Navigation Usage and Satisfaction Study^SM released today.
 
Now in its 14th year, the study identifies six factors that contribute to overall satisfaction with factory-installed navigation systems. In order of importance, they are ease of use; routing; navigation display screen; speed of system; voice directions; and voice activation. The study also measures quality by examining problems per 100 (PP100) vehicles, in which a lower score reflects higher quality.

On average, satisfaction with navigation systems is 681 (on a 1,000-point scale), a 13-point decrease from 694 in 2011. Satisfaction declines in all factors, most notably in ease of use (637), which declines by 25 points year over year.  

As smartphones become more sophisticated in the functions they can perform, more owners are using them for navigation. In the 2012 study, 47 percent of vehicle owners indicate they use a downloaded app on their smartphone for navigation in their vehicle, compared with 37 percent in 2011. Notably, 46 percent of owners indicate they “definitely would not” or “probably would not” repurchase a factory-installed navigation system if their smartphone navigation could be displayed on a central screen in their vehicle.

“Manufacturers of navigation systems face a serious challenge as smartphone navigation usage continues to rise and gains preference among vehicle owners,” said Mike VanNieuwkuyk, executive director of global automotive at JD Power and Associates. “Free apps, up-to-date maps and a familiar interface allow for quicker routing and improved interaction, including better voice recognition. Manufacturers have a window of opportunity to either improve upon the current navigation system platforms or focus on new ways to integrate smartphones.”

The study finds that input and selection controls account for six of the top 10 most frequent problems owners experience with their factory-installed navigation system. The remaining four problems are the inability to read the text due to size or location; the map not showing enough street names; the system was slow to boot/connect; and the screen lighting not working properly.

“As more than one-half of the top problems relate directly to inputting information and interacting with the navigation system, there is a clear need for manufacturers to improve upon the interaction between the user and the navigation system,” said VanNieuwkuyk.

Another key study finding is the level of interest in voice activation, as 67 percent of owners without voice activation in their vehicle indicate they would want it in their next navigation system, and 80 percent of those with voice activation say they would want it again in their next system. While this is a highly sought-after feature, voice activation satisfaction is 544, the lowest factor score in the study–93 points below the factor with the second lowest score, ease of use. In addition, difficulty using voice activation controls is the third-most-frequently reported problem in the study at 27.8 PP100.

“Smartphones and natural voice recognition have raised owner expectations among all vehicle segments, and manufacturers are not yet meeting these demands,” said VanNieuwkuyk.

Satisfaction with the basic functions of factory-installed navigation systems, such as map routing, declines less than all those measured in the study, indicating they are performing as owners expect them to. However, satisfaction with the ease of using the system–such as connectivity with smartphones, user interface and integration with other media devices in the vehicle—declines more than the other functions measured.

“We’re seeing a demand from owners for connectivity with not only other in-vehicle systems, but also their own equipment and smartphone. Navigation systems are no longer viewed as a stand-alone component, but as part of a media, safety and infotainment package, and are expected to seamlessly work together, but in many cases are falling short of owner expectations.”

Among vehicle models with a factory-installed navigation system that perform particularly well are the Garmin-supplied Chrysler 300 Series and Dodge Charger and the Harman-supplied Porsche Cayenne. The Garmin systems in both the Chrysler 300 Series and the Dodge Charger perform well in all factors, particularly in ease of use. The Harman system in the Porsche Cayenne also performs well in all factors, particularly voice activation.

The 2012 U.S. Navigation Usage and Satisfaction Study is based on responses from 20,704 owners who recently purchased or leased a new 2012 model-year vehicle with a factory-installed navigation system. The study was fielded in October and November 2012.

About JD Power and Associates

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

About The McGraw-Hill Companies

The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the global capital and commodity markets. The Company’s leading brands will include: Standard & Poor’s, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, JD Power and Associates, McGraw-Hill Construction and Aviation Week. The Company will have approximately 17,000 employees in more than 30 countries.  Additional information is available at 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

Boston Scientific Call Centers Recognized for Providing An Outstanding Customer Service Experience

1970-01-01

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WESTLAKE VILLAGE, Calif.: 8 January 2013 — Boston Scientific has been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Call Center Certification Program^SM. The Call Center Certification Program distinction acknowledges a strong commitment by Boston Scientific’s service call center operations to provide “An Outstanding Customer Service Experience.”

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

“Congratulations to Boston Scientific for earning our customer-centric certification for the eighth consecutive year and demonstrating once again that they are dedicated to providing an outstanding customer experience,” said Mark Miller, senior director at JD Power and Associates. “According to our research, their customers were very pleased with all aspects of the IVR and agent experience, though Boston Scientific scored particularly well in attributes pertaining to getting customer needs met quickly and the knowledge of the agent.”

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
 
“Boston Scientific is committed to performance excellence, and customer service is certainly no exception,” said Mike Mahoney, president and CEO at Boston Scientific. “Our products help save and improve lives, and this distinction highlights the dedication of our employees to providing our customers with the highest levels of support.”

The Call Center Certification Program was launched by JD Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

For more information on the Call Center Certification Program, please visit JDPower.com.

About JD Power and Associates

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

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two 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; 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

JD Power and Associates to Host Workshop on Digital Lifestyle Research At the 2013 Consumer Electronics Show

2013-01-07

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WESTLAKE VILLAGE, Calif.: 7 January 2013 — JD Power and Associates will host its inaugural Smart Homes & Digital Consumers Workshop at the 2013 Consumer Electronics Show on January 9 at the Las Vegas Convention Center in Las Vegas, NV. This free, half-day workshop will focus on digital innovation, smart homes and evolving consumer technologies.

“As a preeminent authority on consumer market research , JD Power is out front in providing organizations, businesses and industries key insights into the emerging digital lifestyle and its impact on innovation, application and service,” said David Steele, senior director of the smart energy practice at JD Power and Associates.  

The Smart Homes & Digital Consumers Workshop presents data from the 2012 JD Power and Associates Digital Lifestyle Study. This research focuses on consumer behaviors driving the adoption of digital lifestyle choices, including smart device adoption, new types of connected services and social networking trends.

 “These services have the potential to draw new customers, increase the retention of current customers and lead to new recurring revenues across a broad set of industries,” said Steele. “We believe our data and insights, along with the commentary from our participating executive panelists, will create engaging dialogue among our participants.”

The JD Power and Associates Smart Homes & Digital Consumers Workshop will bring together leaders from the energy, telecommunications, appliance, technology and electric vehicle sectors, and will cover emerging trends in home automation, consumer preferences, technology advancements and how the digital experience, communications and consumer lifestyles are evolving. A networking reception will follow the workshop.  

Other scheduled industry executive panelists include:

• Brian Wynne, President, Electric Drive Transportation Association (EDTA)
• Chris Williams, Senior Director, IntelligentHome Product Development, Time Warner Cable
• David VanderWaal, Director of Brand Marketing for Home Appliances, LG Electronics USA
• Eric Anderson, Senior Vice President Products, Control4
• Ogi Kavozovic, Vice President of Strategy and Product Marketing, Opower
• Risa Baron, Local Outreach Manager, San Diego Gas & Electric
• Scott McGaraghan, Director of Business Development, Nest
• William F. Davidson, Senior Vice President, Investor Relations, Qualcomm

JD Power analysts will also be available for interviews to discuss the company’s exclusive perspectives on digital lifestyle choices and consumer behavior.

To register for the event or to learn more about JD Power digital lifestyle research visit: http://marketingforms.jdpa.com/forms/SmartHomesDigitalConsumersWorkshop/.

If you are a member of the media and would like to attend the event or speak with a JD Power research expert at the show, please contact Syvetril Perryman at [email protected]

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

New-Vehicle Retail Sales Expected to Close Out 2012 with Strong Performance

1970-01-01

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WESTLAKE VILLAGE, Calif.: 20 December 2012 — December’s new-vehicle retail selling rate remains robust near the close of 2012, with potential buyers unfazed by the current level of economic uncertainty generated by the fiscal cliff negotiations in Washington, D.C., according to a monthly sales forecast developed by JD Power and Associates’ Power Information Network® (PIN) and LMC Automotive.

Retail Light-Vehicle Sales

December new-vehicle retail sales are expected to come in at 1,152,500 units, which represent a seasonally adjusted annualized rate (SAAR) of 12.2 million units. December’s selling rate remains strong and is 500,000 units higher than the expected 2012 full-year rate. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

Luxury-vehicle sales are on pace to account for 16.0 percent of all retail vehicles sold in December, an increase from 15.3 percent in November 2012 and 14.8 percent in December 2011. Luxury share in December is the highest in 2012 and the highest since December 2009, when it reached 16.2 percent.

“Luxury sales always do well this time of the year, but December is turning out to be a great month,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “New and re-designed vehicle introductions, along with enhanced incentive activity, have been key drivers of the recovery in the luxury market.”

Total Light-Vehicle Sales

Total light-vehicle sales in December 2012 are projected to increase 14 percent from December 2011, with volume at 1,358,600 units. Fleet mix is expected to reach 15 percent, which is consistent with a managed supply and demand market, and is the sixth consecutive month below 20 percent.

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

Sales Outlook

Based on strong sales in November and early December, LMC Automotive is edging up its 2012 forecast for total light-vehicle sales in the United States to 14.5 million units from 14.4 million units and maintaining the forecast for retail sales at 11.7 million units. The forecast for 2013 remains 15 million units for total light-vehicles and 12.2 million for retail sales, but represents a slower growth rate of four percent from 2012.

“The U.S. light-vehicle sales market continues to be a bright spot in the tremulous global environment,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “The only major roadblock ahead for the U.S. market is the fiscal cliff. Assuming that hurdle is cleared, 2013 is one step closer to a stable and sustainable growth rate for autos, with volume above the 15 million unit mark.”
 

North American Production

Light-vehicle production in North America is up 19 percent through November 2012, compared with the same period in 2011. Volume with one month remaining in 2012 is nearly 14.4 million units, an increase of 2.3 million units, compared with 2011.

Vehicle inventory in early December fell below the 70-day level–to a 69-day supply, compared with 71 days in November. The supply reduction is a result of the strong sales pace in November bouncing back from the impact of Hurricane Sandy at the end of October. Car inventory is steady with a 65-day supply, down slightly from 66 days in November, while truck inventory has decreased to a 72-day supply from 77 days. Vehicle inventory levels should stabilize even further this month and into early 2013 with automakers’ scheduled holiday production shutdowns in late December and the expected robust sales pace in the month.

As 2012 draws to a close, LMC Automotive projects the 2012 North American production forecast to finish with nearly 15.4 million units produced, a 17 percent increase from 2011. For 2013, the North American production forecast is expected to reach 15.8 million units, a modest three percent rise from 2012, with further upside potential contingent on the pace of demand in the first half of 2013.

[1] Figures cited for December 2012 are forecasted based on the first 13 selling days of the month.
[2] The percentage change is adjusted based on the number of selling days in the month (26 days in December 2012 vs. 27 days in December 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, 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/.

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:

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