Category: United States

KARL STORZ Call Centers Recognized for Providing An Outstanding Customer Service Experience

1970-01-01

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WESTLAKE VILLAGE, Calif.: 13 December 2012 — KARL STORZ Endoscopy-America, Inc. 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 KARL STORZ’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 KARL STORZ customers who recently contacted its call centers in El Segundo, Calif.

“Congratulations to KARL STORZ Endoscopy-America for becoming a Certified Call Center by providing an outstanding customer service experience,” said Mark Miller, senior director at JD Power and Associates.  “According to our research, customers of KARL STORZ reported that both the IVR Routing experience and the Agent experience were excellent, though they scored them particularly well in attributes pertaining to Agent knowledge how quickly their needs were met.”  

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.
 
“Receiving the JD Power Call Center Certification is an honor for our company,” says Marian Favors, Director, Customer Support, KARL STORZ Endoscopy-America, Inc. “We have long focused on consistently delivering exceptional levels of service and offering a positive overall call center experience for each of our customers.”

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; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
Susan Jaffy Marx; KARL STORZ Endoscopy-America, Inc.; El Segundo, Calif; (424) 218-8701; [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

Freeman Call Centers Recognized for Providing An Outstanding Customer Service Experience

2012-12-13

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WESTLAKE VILLAGE, Calif.: 13 December 2012 — Freeman 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 Freeman’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 Freeman customers who recently contacted its call center in Grand Prairie, Texas.

“Congratulations to Freeman for their third consecutive year of certification, which illustrates their commitment to delivering outstanding customer service to customers contacting them via phone,” said Mark Miller, senior director at JD Power and Associates. “According to our research, their customers reported that Freeman’s agents are very courteous and that it is quick and easy to get questions answered and issues resolved.”

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
 
“We know that people like to do business with people they know and trust.  At Freeman, meeting our customers’ needs is at the center of everything we do, which is why the exceptional service provided by our Customer Support Center is a critical component of our success,” said Joe Popolo, Freeman CEO. “This third consecutive honor from JD Power and Associates firmly demonstrates our team’s dedication to ensuring that we meet and exceed each of our customers’ expectations by consistently providing extraordinary 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, 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]
Susan MacLaughlin; Edelman on behalf of Freeman; Dallas, Texas; (214) 443-7597; [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

Consumers Most Often Select an Online Flower Retailer Based on Their Previous Experience with the Brand

1970-01-01

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WESTLAKE VILLAGE, Calif.: 11 December 2012 — Consumers most often select an online flower retailer based on their past experience with the brand, which is closely followed by price, according to the JD Power and Associates 2012 Online Flower Retailer Satisfaction Report^SM released today. 

The report measures overall satisfaction with online flower retailers among consumers who completed a purchase from an online flower retailer website within the past 12 months. The report examines seven factors (listed in order of importance):  competitiveness of pricing; online store services and delivery; in-stock availability of merchandise; usefulness of information; variety of merchandise offered; website/online store; and contact with customer service. The relative importance of customer service is low, as only 24 percent of online consumers indicate that they contacted customer service; however, among those who contacted customer service, this becomes the most important factor.

“With many products such as shoes and clothing, consumers are buying a specific brand, but they don’t buy a brand of flower,” said Sara Wong Hilton, director at JD Power and Associates.  “When ordering flowers, the retailer is the brand, which may explain why 54 percent of consumers select their primary flower retailer based on past experiences with that brand.”

Price is also an important selection factor, cited by 51 percent of consumers. 

“Price as a selection standard is always important, but perhaps more so with flowers because they are not a branded product,” said Wong Hilton.  “Consumers will shop the lowest price when ordering flowers, but their experience will ultimately decide whether they use that retailer again.”

There is a heightened level of anxiety that comes from ordering flowers, given that consumers often need to have the flowers delivered to a location by a specific day and time.  The study finds that 15 percent of those who buy flowers online experience problems with the shipping process–the problem incidence with flowers is more than twice that of online orders for apparel (7%)¹  and shoes (5%)².  

Wong Hilton explains that online flower retailers have a unique delivery system, compared with other industries: the retailer takes the order, but most often relies on a network of growers and floral shops to package and deliver the flowers to the customer.  

“Because flower retailers have to rely on others for the quality of their product and the timeliness of the delivery, it’s vital that they develop a broad yet reliable base of vendors–growers and florists–that they trust will best represent their brand,” said Wong Hilton. “Dealing with a perishable item also adds to this complexity.”

Overall satisfaction with online flower retailers averages 802 (on a 1,000-point scale). The report finds that customers visit an online flower retailer website an average of 10 times per year and order an average of four times annually. 

Flower retailer brands with a higher percentage of customers citing “rewards program” as a reason for purchase from that brand have customers who tend to visit the website more often and make more purchases per year.  While customers of these flower retailer brands tend to be more loyal, their advocacy–that is, their willingness to recommend the retailer to friends and family–is about the same as that of customers who are not rewards program members. 

Online Flower Retailer Satisfaction Rankings

ProFlowers.com ranks highest among online flower retailers with a score of 821, performing particularly well in competitiveness of pricing, online store services and delivery, in-stock availability of merchandise, and variety of merchandise offered. Following in the rankings is JustFlowers.com (803), which performs well in the website/online store, competitiveness of pricing and contact with customer service factors.

The 2012 Online Flower Retailer Satisfaction Report is based on responses from 2,154 consumers who made an online purchase from an online flower retailer in the past 12 months.  Invitations to participate in the online survey were sent via email to panelists in October and November 2012.  

¹JD Power and Associates 2012 Online Apparel Retailer Satisfaction Report^SM  
2JD Power and Associates 2012 Online Shoe Retailer Satisfaction Report^SM  

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
 

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Pricing Is the Strongest Driver of Satisfaction with Independent Travel Websites

1970-01-01

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WESTLAKE VILLAGE, Calif.: 30 November 2012 — Satisfaction with the price paid on a travel website drives high overall satisfaction among consumers with their overall website experience, according to the JD Power and Associates 2012 Independent Travel Website Satisfaction Report^SM released today.

“Reinforcing the correlation between overall satisfaction and satisfaction with pricing, the highest-ranked travel websites in overall satisfaction all have significantly higher price satisfaction scores than the report average,” said Sara Wong Hilton, director at JD Power and Associates. “While other factors certainly affect overall satisfaction, 75 percent of online travel website consumers indicate price as a primary purchase reason, so there is no denying price greatly impacts the overall website experience.”

The report measures consumers’ overall satisfaction with their purchase experience on an independent travel website, which consists of a vacation package, flight, hotel or rental car. The report examines seven factors (listed in order of importance): competitiveness of pricing; usefulness of information; availability of booking/reservation options; website/online store; ease of booking/reserving; competitiveness of sales and promotions; and contact with customer service. The relative importance of customer service in driving overall satisfaction is low, as only 29 percent of online consumers indicate that they contacted customer service; however, among those who contacted customer service, this becomes the most important factor. Overall satisfaction with independent travel websites averages 798 (on a 1,000-point scale).

The report finds that consumers visiting independent travel websites most often book flight reservations (61%), followed by hotels (57%), rental cars (28%) and vacation packages (16%). Among these options, satisfaction is highest among consumers who booked a vacation package (831). Notably, consumers who purchase a vacation package are the most active travel website shoppers, visiting their primary travel website an average of 43 times annually and completing a purchase an average of seven times, significantly more than the report average of 20 visits and four purchases per year. Satisfaction is second highest among consumers who book a rental car, who are also the second-most-active group of shoppers, visiting their primary travel website an average of 32 times and completing a purchase an average of six times annually.

Younger independent travel website consumers (18-24 years of age) value recommendations from others significantly more than do those in any other age group¹ and significantly more than the report average. More than one-fourth (27%) of these younger consumers say they selected their travel website due to a recommendation from family, friend or colleague, compared with the report average of 16 percent. Additionally, nearly one-third (32%) of younger consumers say they selected their travel website because of positive reviews of the brand, compared with the report average of 20 percent. Conversely, 81 percent of consumers between the ages of 45 and 54 indicate they selected their primary travel website for the competitiveness of its pricing, significantly higher than the report average of 75 percent and higher than for any other age group. 

Independent Travel Website Satisfaction Rankings

Booking.com ranks highest with a score of 816, performing particularly well in availability of booking/reservation options; ease of booking/reserving; and pricing. Following Booking.com in the rankings are Hotwire.com (813) and Priceline.com (808).

The 2012 Independent Travel Website Satisfaction Report is based on responses from 2,009 consumers who made an online purchase from an independent travel website 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 16, 2012.

[1] Age groups included in this report are 18-24; 25-34; 35-44; 45-54; and 55+

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

Highest-Performing Blood Glucose Meter Manufacturers Differentiate Themselves Through Performance and Ease-of-Use Capabilities

1970-01-01

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WESTLAKE VILLAGE, Calif.: 29 November 2012 — While satisfaction with blood glucose meters is high among users, perceived accurate readings and an easy-to-use navigation interface differentiate the highest performers from other meters, according to the JD Power and Associates 2012 Blood Glucose Meter Satisfaction Study^SM released today.

This inaugural study examines satisfaction among meter users who currently use a blood glucose meter to test their blood sugar levels. Overall satisfaction is measured across six factors (in order of importance): performance; ease of use; design; features; cost of test strips; and training. Overall satisfaction with blood glucose meters averages 827 (on a 1,000-point scale).

Satisfaction among meter users who have experienced zero testing problems in the past 12 months (840) is 81 points higher than among those who have experienced at least one problem (759). Additionally, an easy-to-navigate menu is extremely important to satisfaction, which is 62 points higher among meter users who say the navigation menu is easy to use (849) than among those who say the navigation menu is not easy to use (787).

Roche Diagnostics ranks highest among blood glucose meter manufacturers with a satisfaction score of 838 and performs particularly well in the performance factor, reflecting a high level of confidence among users that they are obtaining accurate readings. Abbott Diabetes Care ranks second with a score of 837, followed by Bayer Diabetes Care at 830.

“Overall satisfaction averages are very high for all blood glucose meters included in this study,” said Richard Millard, senior director of the healthcare practice at JD Power and Associates. “However, the study finds that performance and ease of use are two ways that brands are able to differentiate themselves from competitors.”

When meter choice is available, the top four reasons users cite for selecting a meter are easy-to-use test strips; fast testing times; less blood draw; and the price of the meter.

While many meter users select a meter with minimal research, or are given a meter, extended use and familiarity foster loyalty. The study finds that once a meter is selected, users are more likely to continue with that brand of meter in the future. In fact, 83 percent of meter users say they “definitely will” or “probably will” stay with their current brand manufacturer when purchasing a new meter.

“The longer patients use a meter, the more confident they typically are in its use. Meter users become better at minimizing errors and are more confident in their readings,” said Millard. “As it becomes part of their daily routine, it becomes harder for them to consider other brands as an alternative.”

The 2012 Blood Glucose Meter Satisfaction Study is based on responses from 2,681 meter users. 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:

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

Online Ratings/Review Sites and Social Networking Sites Impact New-Vehicle Buyers’ Selection of Dealership

1970-01-01

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WESTLAKE VILLAGE, Calif.: 28 November 2012 — Nearly 80 percent of new-vehicle buyers use the Internet during their shopping process, among whom nearly one-third consult online ratings/review sites when selecting a dealer, according to the JD Power and Associates 2012 U.S. Sales Satisfaction Index (SSI) Study^SM released today.

“For years, new-vehicle buyers have accessed the Internet to research model information, vehicle features, configurations and pricing,” said Chris Sutton, senior director of the Automotive Retail Practice at JD Power and Associates. “Now, neutral online ratings/review sites are playing a key role in dealer selection. Whether the online reviews are positive or negative, they impact buyers’ willingness to visit a dealer.”

The study finds that new-vehicle buyers are much more inclined to use a ratings/review site than a social networking site when selecting a dealer. However, satisfaction with the dealership experience is significantly higher among new-vehicle buyers who use social networking sites than among those who consult ratings/review sites.

“That’s the power of the network,” said Sutton. “New-vehicle buyers are using the Internet to read the reviews and recommendations of other buyers who have experience with a particular dealer, so it would be prudent for dealers to ensure their customers have had a satisfying experience, given their influence on prospective customers.”

Among new-vehicle buyers, males are significantly more likely than females to consult ratings/review sites, whereas females are significantly more likely to consult social networking sites.  Both genders are equally likely to visit blogs, forums, or social networking sites (7% each); however, females post considerably more positive online statements regarding their dealer experience, compared with males (86% indicate comments “mostly positive” vs. 77%, respectively).

The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers). The study also measures satisfaction with brands and dealerships that were shopped but ultimately rejected in favor of the selling brand and dealership (satisfaction among rejecters). Among buyers, satisfaction is examined across four measures (listed in order of importance): working out the deal (17%); salesperson (13%); delivery process (11%); and facility (10%). Among rejecters, satisfaction is examined across five measures (listed in order of importance): salesperson (20%); fairness of price (12%); facility (6%); inventory (6%); and experience negotiating (5%).

Overall sales satisfaction among both buyers and rejecters averages 664 on a 1,000-point scale in 2012, improving from 648 in 2011.

Satisfaction with the selling dealer averages 776 in 2012, a five-point increase from 2011.  Satisfaction improves in three of the four measures that examine satisfaction among buyers, with salesperson achieving the highest score.

Among buyers whose salesperson asked them questions to determine their vehicle needs, only 21 percent perceive some or too much pressure from dealer sales staff, compared with 32 percent among those whose salesperson did not ask questions about their needs who perceive some or too much pressure. These results indicate that customers prefer salespeople who invest the time up front to listen to them and ensure they select the right vehicle.  Perceived pressure decreases when sales consultants establish a business relationship and understand customer needs.

Given the increasing complexity of technology in today’s new models, there is a growing need for dealers to spend time explaining complicated audio, entertainment and navigation systems so buyers can fully utilize all the benefits these technologies offer. A majority (86%) of new-vehicle buyers indicate that the dealer staff spent “just the right amount of time” with them during the delivery process. Among the 8 percent of new-vehicle buyers who say that the dealer staff did not spend enough time at delivery, nearly three-fourths indicate they would have preferred staff to spend more time reviewing their vehicle’s features and technologies, such as pairing their phone to Bluetooth or demonstrating the navigation system.

Satisfaction with the dealership where rejecters shopped but did not buy their vehicle improves to 553 in 2012, a 28-point increase from 2011, with significant improvements in each of the five measures.

Lexus ranks highest among luxury brands in satisfaction with the new-vehicle buying experience for a second consecutive year, with an index score of 737. Rankings are based on the experiences of both buyers and rejecters. Infiniti (728) and Cadillac (725) follow in the luxury segment rankings to round out the three highest-performing brands. Year-over-year sales satisfaction improves the most for Infiniti (+52 index points), moving from ranking eighth in 2011 to rank second in 2012.

MINI ranks highest among mass market brands for a third consecutive year, with a score of 712. Buick (706) and GMC (683) follow in the mass market segment rankings. Honda improves the most among mass market brands (+30 index points) and moves from ranking 12th in 2011 to rank eighth in 2012.

For a comprehensive perspective of automotive retail trends, which was presented by John Humphrey, senior vice president of global automotive operations at JD Power and Associates, on Nov. 27 at the NADA/JD Power 2012 Western Automotive Conference, click here.

The 2012 U.S. Sales Satisfaction Index (SSI) Study is based on responses from 31,386 buyers who purchased or leased their new vehicle in May 2012. The study was fielded between August and 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 Business Customer Satisfaction with Gas Utilities Declines from 2012 Driven by Decreases in Corporate Citizenship and Customer Service Satisfaction

2013-03-13

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WESTLAKE VILLAGE, Calif.: 13 March 2013 — Amid a reduction in local and customer-focused activities, overall customer satisfaction declines among business gas utility customers, according to the JD Power and Associates 2013 Gas Utility Business Customer Satisfaction Study^SM released today.

• More than one-half (51%) of business customers now have an online account.
• Fewer customers use electronic billing in 2013 (29%), compared with 2012 (35%).
• Online first-contact problem resolution is 68 percent, down from 76 percent in 2012.

Now in its eighth year, the study measures business customer satisfaction with their gas utility company in four regions: East, Midwest, South and West. Satisfaction is measured by examining six factors: billing and payment; corporate citizenship; price; communications; customer service; and field service.

In 2013, overall satisfaction among business customers of gas utilities averages 657 (on a 1,000-point scale), a decrease of 17 points from 2012. Satisfaction declines in all six factors examined in the study, with the greatest declines occurring in corporate citizenship (down 22 points) and customer service (down 19 points). Communications declines the least in the 2013 study (down 13 points), primarily due to a decrease in customer recall of utility communications.

“Overall, there are fewer touches being made in corporate citizenship and in communications, which has negatively impacted customer satisfaction,” said Chris Oberle, senior director of the energy practice at JD Power and Associates. “The customer-focused approach used to increase satisfaction in the 2012 study has somewhat waned, as utility companies receive lower awareness of their local support and economic development efforts this year.”

The study finds that local and community efforts are also declining, directly impacting customer perception of corporate citizenship. Business customer awareness of utility efforts regarding environmental efforts declines to 31 percent in 2013, down from 38 percent in 2012. Additionally, customer awareness of a utility’s local support and donations declines five percentage points year over year to 24 percent in 2013.

Online customer service, specifically ease of use, is contributing to a steep decline in overall customer service satisfaction.

“Customers are not satisfied with gas utility websites and find them difficult to use, increasing their time spent on the site to complete the desired action,” said Oberle. “This dissatisfaction has led some business customers to drop electronic billing and online payments, deferring to the more traditional paper bill.”

East Region
New Jersey Natural Gas ranks highest in satisfaction in the East region for a third consecutive year, with a score of 670. Following in the regional rankings are National Fuel Gas (668) and UGI (660).

Midwest Region
CenterPoint Energy-Midwest and MidAmerican Energy rank highest in satisfaction in the Midwest region, each achieving a score of 690. Following in the regional rankings is Xcel Energy – Midwest (669).

South Region
In the South region, South Carolina Electric & Gas ranks highest in satisfaction with a score of 725. PSNC Energy (702) and Oklahoma Natural Gas (693) follow in the regional rankings.

West Region
Southern California Gas Company ranks highest in satisfaction in the West region with a score of 691. Following in the regional rankings are Cascade Natural Gas (687) and NW Natural (685).

The 2013 Gas Utility Business Customer Satisfaction Study is based on online interviews with representatives of more than 10,100 U.S. businesses that spend $200 or more monthly on natural gas. More than 50 utility brands—each serving more than 25,000 business customers—are included in the study. The study was fielded from May to July 2012 and October to December 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:

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

As Health Plans in Various States Prepare for Increasing Health Insurance Enrollments, Many Health Plan Members Consider Using Health Insurance Exchanges

2013-03-11

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WESTLAKE VILLAGE, Calif.: 11 March 2013 — The introduction of health insurance exchanges is generating interest among health plan members who purchase insurance directly, as well as those who have high deductibles and/or lower levels of overall satisfaction, according to the JD Power and Associates 2013 Member Health Plan Study^SM released today.

Key Findings

• A majority (59%) of health plan members say that they had only one health plan available to select at the time of enrollment.
• Slightly more than one-half (51%) of all members say that their premium cost has increased during the past year.
• Interest in exchanges is highest among health plan members in small companies (53%), followed by those in medium (48%) and large (43%) companies.

Now in its seventh year, the study measures satisfaction among members of 136 health plans in 17 regions throughout the United States by examining seven key factors: coverage and benefits; provider choice; information and communication; claims processing; statements; customer service; and approval process. In 2013, overall member satisfaction averages 701 (on a 1,000-point scale), compared with 702 in 2012.

Nearly three-fourths (73%) of members who purchase insurance on their own instead of through their employer say they “definitely will” or “probably will” shop for coverage using a state exchange, if available. The new insurance purchasing method intends to make it easier for members to access insurance and, ideally, at more competitive rates. The desire to reduce costs may also attract all types of members to the concept of exchange purchasing. A higher percentage of members in high-deductible health plans indicate they are interested in using exchanges, compared with those in low-deductible plans (59% vs. 45%, respectively). Service quality may also play a role in shaping demand, as members with the highest levels of interest in using exchanges are those who have contacted their health plan regarding a problem during the past year (60%), compared with those who have not had a problem with their health plan (45%).

“As healthcare costs continue to increase and members pay a higher percentage of the premium, health plan members are increasingly aware of exactly what they are getting for their premium,” said Rick Millard, senior director of the healthcare practice at JD Power and Associates. “If a member has experienced problems and perceives the possibility of having more control over costs through exchanges, this new purchasing method may become more appealing.”

Overall, 48 percent of health plan members (combining both group and individual markets) indicate they are interested in using a state exchange, if it were available to them. Among members with group coverage, interest in state exchanges is more prevalent when their employer has not offered a choice of health plans. Members who have a choice of health insurance brands are less interested in exchanges (36%) than do those who have no choice (50%).

“Income-eligible members with high out-of-pocket costs and less tenure with a health plan are most likely to try exchanges,” said Millard. “The exchange also appeals to those working at small companies who want to take more direct control over their healthcare expenses.”

Satisfaction is highest among health plan members in the Michigan, Texas and East South Central regions, and is lowest among those in the Mountain and Colorado regions.

Health plans ranking highest in their respective regions (in alphabetical order) are Anthem Health Plans of New Hampshire; AvMed Health Plans; Blue Cross and Blue Shield of Alabama; Blue Cross and Blue Shield of Illinois; Blue Cross and Blue Shield of Kansas City; Blue Cross and Blue Shield of Texas; Geisinger Health Plan; Health Alliance Plan (HAP) of Michigan; HealthPartners; Independent Health Association; Kaiser Foundation Health Plan (which ranks highest in the California, Colorado, South-Atlantic and Mid-Atlantic regions); PacificSource Health Plans; SelectHealth; and UnitedHealthcare.

JD Power offers the following tips to health plan members and consumers who are shopping for health insurance coverage:

• When shopping for a health insurance plan, consider the cost-to-benefit ratio. Generally speaking, the higher the cost, the higher the number of plan features and healthcare provider flexibility. Conversely, while lower-cost plans may provide lower premiums, they may also provide fewer choices of plan features or healthcare providers.
• If you purchase coverage on your own, research state-sponsored health insurance exchanges to learn how they work, and particularly how your state’s exchange will be offered. Beginning later this year, you may qualify for state exchanges if your income is within a certain range or if you work for a small company, which may mean the possibility of more choices of coverage at a lower cost.
• While some states are implementing exchange ratings programs based on health plan quality (e.g., did the doctor order the right tests), be sure to review JD Power and Associates health plan rankings, which are based on member satisfaction, to see how your plan compares in the rankings.
• Understand your coverage. Health insurance plans are sometimes difficult to understand, with complex rules for deductibles, co-payments and other expenses. If you don’t have a clear understanding of the coverage and you have a choice of plans, opt for the simpler approach. For example, you may be more satisfied with fewer choices of healthcare providers in order to have coverage with less complicated costs.

The 2013 Member Health Plan Study is based on responses from more than 33,000 members of 136 commercial health plans across 17 regions in the United States. The study was fielded in December 2012 and January 2013. For more comprehensive health plan rankings for all 17 U.S. regions, please visit www.jdpower.com.

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:

Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
John Tews; Troy, Mich.; (248) 680-6215; [email protected]

Follow us on Twitter: @JDPower

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

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Wireless Service Spending Increases Dramatically among Customers Who Experience Faster Network Connections

2013-03-07

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WESTLAKE VILLAGE, Calif.: 7 March 2013 — Wireless customers who experience faster and more consistent network speeds spend considerably more on their wireless service plans, according to the JD Power and Associates 2013 U.S. Wireless Network Quality Performance Study^SM—Volume 1 released today.

Now in its 11th year, this semiannual study evaluates wireless customers’ most recent usage activities in three areas that impact network performance: calling, messaging and data. Overall network performance is based on 10 problem areas that affect the customer experience: dropped calls; calls not connected; audio issues; failed/late voicemails; lost calls; text transmission failures; late text message notifications; Web connection errors; slow downloads; and email connection errors. Network performance issues are measured as problems per 100 (PP100) network connections, with a lower score reflecting fewer problems and better network performance. Carrier performance is examined in six geographic regions: Northeast, Mid-Atlantic, Southeast, North Central, Southwest and West.

Key Findings

• Customers experience significantly fewer data problems with 4G LTE smartphones than with 3G phones.
• Customers with 4G-enabled smartphones are more loyal to their wireless carrier than owners of devices that use other technologies.

The study finds that the amount of monthly wireless spending is considerably higher among customers who experience fewer problems with slower connection speeds. For example, smartphone customers who experience between 1 PP100 and 10 PP100 with slow mobile web speeds spend an average of  $11 more per month than those who experience between 11 PP100 and 20 PP100 ($140 vs. $129, respectively). Customers experiencing more consistent network speeds are more likely to be brand advocates, as 31 percent of smartphone customers who experience between 1 PP100 and 10 PP100 “definitely will” recommend their carrier, compared with 24 percent among customers who experience between 11 PP100 and 20 PP100.

“It’s very interesting to see the dramatic financial difference between wireless customers who consistently experience a fast network connection and those who experience higher problem incidence in this area, especially when using Internet-based services,” said Kirk Parsons, senior director of telecom services at JD Power and Associates. “Added to this, the network advantages of using 4G LTE technology, in terms of spectrum efficiencies and increase in data connection speeds and reliability, it’s not unexpected that wireless carriers are rushing to expand and upgrade their networks to align with this latest generation of service.”

According to Parsons, the key is getting wireless customers to upgrade to 4G-enabled devices, including smartphones and tablets, as satisfaction and loyalty levels among these customers is much higher than among those using devices with other 3G/4G technology standards, such as WiMAX and HSPA+. Overall, satisfaction is significantly higher among smartphone customers using 4G networks than among those using previous-generation networks (7.3 vs. 7, respectively, on a 10-point scale). This satisfaction gap is due to the level of problems experienced with network quality. On average, 4G LTE smartphone customers experience significantly fewer issues with data than do 3G customers (16 PP100 vs. 19 PP100, respectively). This in turn translates to higher brand loyalty. Notably, 12 percent of smartphone customers using 4G LTE service indicate they are likely to switch their carrier within the next year, compared with 15 percent among those using 3G.

“Based on varying degrees of consistency with overall network performance, it is critical that wireless carriers continue to invest in improving both the voice quality and data connection-related issues that customers continue to experience,” said Parsons.

For a 17th consecutive reporting period, Verizon Wireless ranks highest in the Northeast region. Verizon Wireless achieves fewer customer-reported problems with dropped calls, initial connections, transmission failures and late text messages, compared with the regional average. Verizon Wireless also ranks highest in the Mid-Atlantic, Southeast, Southwest and West regions.

U.S. Cellular ranks highest in the North Central region for a 15th consecutive reporting period. Compared with the regional average, U.S. Cellular has fewer customer-reported problems with dropped calls, failed initial connections, audio problems, failed voice mails and lost calls.

The 2013 U.S. Wireless Network Quality Performance Study–Volume 1 is based on responses from 27,048 wireless customers. The study was fielded between July and December 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

Strong New-Vehicle Sales in February Drives Robust Selling Rate

2013-02-22

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WESTLAKE VILLAGE, Calif.: 22 February 2013 — The new-vehicle retail selling rate in February remains above 12 million units—stronger than it was a year ago—as the auto industry recovery continues, according to a monthly sales forecast developed by the Power Information Network® (PIN) from JD Power and LMC Automotive.

Retail Light-Vehicle Sales

“Demand is increasing, but the automakers deserve credit for doing a much better job of keeping alignment of production and demand.” said Humphrey. “This has led to new-vehicle transaction prices that are averaging nearly $1,000 more in February than the same period in 2012 while incentives have remained relatively flat year over year.” 

Total Light-Vehicle Sales

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

Sales Outlook

North American Production

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.

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