Category: United States

State Governments and Electric Utilities Provided More Effective Emergency Responsiveness During Hurricane Sandy than Did Local and Federal Governments

2013-02-21

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WESTLAKE VILLAGE, Calif: 21 February 2013 — Overall, state governments and electric utilities provided more effective responsiveness and handling of the 2012 Hurricane Sandy emergency than did local and federal governments, according to the JD Power and Associates 2013 Hurricane Sandy Responsiveness Study^SM released today.

Key Findings

• Nearly one-half (44%) of all customers used a mobile device (cellphone, smartphone or tablet) to gather information regarding their power outage.
• Two-thirds (66%) of all customers say that power lines should be buried; but only 37 percent say they would accept a rate increase of $12 per month to bury the power lines.
• The average outage among the customers surveyed was two days.

The study is based on interviews of more than 5,900 U.S. residential customers in 31 utility territories impacted by Hurricane Sandy. The online survey was conducted from January 4 to January 11, 2013. Overall responsiveness is measured by examining three areas across electric utilities and local, state, and federal governments: preparedness for the hurricane; efforts to support hurricane recovery; and effectiveness of communications.

The emergency responsiveness of state governments and electric utilities (611 and 610, respectively, on a 1,000-point scale) surpass local governments (598) and the federal government (539) in overall responsiveness to the emergency.

Hurricane Sandy’s damage is estimated at $50 billion and is considered the second-costliest hurricane in U.S. history.¹ During the October 2012 hurricane event, approximately 8.5 million customers lost power,² and 65,000 utility workers responded from 80 utilities from nearly every state and Canada, dispatching crews and equipment to impacted areas.³ During the hurricane, 43 percent of all customers surveyed experienced a power outage lasting 24 hours or longer. The average outage duration among all customers surveyed was 48 hours.

“Overall, the federal government does not receive high ratings from customers impacted by Hurricane Sandy. For utilities and local and state governments, the results are more mixed, with some receiving high ratings for their effectiveness of handling of the emergency and a few receiving low ratings,” said John Hazen, senior director of the energy utility practice at JD Power and Associates.

The Connecticut, Delaware and New Jersey state governments perform highest in the study in overall responsiveness to the hurricane emergency. Among the 15 states included in the study, Ohio, Pennsylvania and West Virginia perform lowest in responsiveness to the emergency. Customers in New Jersey, New York and West Virginia rate the federal government lowest in responsiveness to the emergency, while Maine and Maryland rate the federal government highest in responsiveness.  

Among customers with extensive outages (average length of 24 hours or longer), three electric utilities perform particularly well in the study: Atlantic City Electric, Central Hudson Gas & Electric and PPL Electric Utilities. Local governments that perform well overall include cities within the counties of Bronx New York, Burlington New Jersey and New Haven Connecticut.  

Obtaining timely outage information is critical to utility customers. Customers received most of their information regarding the outage by calling their utility directly (37%); listening to radio or watching TV (29%); and going directly to their utility’s website (17%). Nearly three-fourths (71%) of customers who made contact with their utility during the outage used their mobile cellphone or smartphone. Satisfaction is highest among customers who say they received proactive outbound communications, in which their utility sent emails, text messages or outbound phone calls.

The study finds that customers’ perceptions of work crews deployed during the storm recovery varied. One-half (50%) of all customers observed their utility’s crews working at their home or elsewhere in their area. Also, 18 percent of all customers observed work crews from other utilities assisting in restoration efforts. Satisfaction with efforts to support recovery increases when customers observe their local utility’s crew working. However, satisfaction declines when customers observe only crews from utilities other than their own out working. Fifty-four percent of customers agree other utilities’ work crews were more knowledgeable and courteous (52%) than local utilities’ work crews on knowledge (50%) and courtesy (44%).

“The study indicates the No. 1 lesson learned from experience during and after Hurricane Sandy among customers  hardest hit (power outage lasting longer than 24 hours) is to purchase survival gear, including flashlights and non-perishable food, ahead of a major storm,” said Hazen.  

Thirty-seven percent of customers indicate that they were very prepared for Hurricane Sandy; however, only 20 percent perceived that their local community was very prepared. Only 14 percent of customers used a portable generator, and three percent used a built-in back-up home generator during the hurricane. Among customers who did not use a generator, 49 percent say that they would now consider purchasing a generator.

As a preventive measure against storm-related power outages, 66 percent of all customers agree that “power lines should be buried underground in your area” (with 20% not having an opinion). However, only 37 percent of customers say they are “willing to accept a rate increase in order for power lines to be buried.” Among customers willing to accept a rate increase, $12 per month is the average bill increase they are willing to accept in order for power lines to be buried.

[1] Source: The National Hurricane Center, http://www.nhc.noaa.gov/data/tcr/AL182012_Sandy.pdf  (accessed 2/12/2013)
[2] Source: U.S. Department of Energy. Office of Electricity and Reliability Situation Reports
[3] Source: Edison Electric Institute, http://www.eei.org/newsroom/pressreleases/Releases/Pages/121101.aspx (accessed 2/19/13)

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

Satisfaction with the Wireless Purchase Experience Is Higher among Customers with 4G-Enabled Devices Than among Those with Less Technologically Advanced Devices

2013-02-21

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WESTLAKE VILLAGE, Calif: 21 February 2013 — Satisfaction with their purchase experience is higher among wireless customers who own a 4G-enabled device than among those who own a less technologically advanced device, according to the JD Power and Associates 2013 U.S. Wireless Full-Service Purchase Experience Study^SM—Volume 1 and the 2013 U.S. Wireless Non-Contract Purchase Experience Study^SM—Volume 1, both released today.

Now in their 10th year, the semiannual studies evaluate the wireless purchase experience of customers using any one of three contact channels: phone calls with sales representatives; visits to a retail wireless store; and online. Overall customer satisfaction with both full-service and non-contract branded carriers is based on six factors (in order of importance): store sales representative; website; phone sales representative; store facility; offerings and promotions; and cost of service.

Key Findings

• Satisfaction is higher when shopping on general store websites (772) than big box stores (752) and carrier websites (736).
• Satisfaction is higher among customers with a 4G phone than among those with a non-4G phone (774 vs. 753, respectively).
• Satisfaction among 4G retail customers is 821 when the technology is explained to them vs. 714 when no explanation is provided.
• On average, customers with a 4G phone spend $24 more per month than do those with a non-4G phone.

The study finds that among full-service wireless customers who own a 4G-enabled device, satisfaction with their most recent purchase experience is 774 (on a 1,000-point scale), considerably higher than among those who own a previous-generation network technology device (753), such as a 3G smartphone or feature phone. This gap in satisfaction is found across both retail and online contact channels.

Wireless Purchase Experience Study Results

• Non-contract carriers excel at satisfying customers who purchase a new phone online. Satisfaction with the overall purchase experience among non-contract customers who purchase their phone online is 789, compared with 768 among those who purchase their device over the phone and 742 among those who buy their device in a store. This trend is opposite that of full-service carriers.
• While the majority of customers who make their purchase online do so via their carrier’s website (76%), satisfaction with the experience is higher among those who make their purchase via such general shopping websites as amazon.com and sites for big box retailers, such as bestbuy.com. Satisfaction among customers who make their purchase via general shopping sites and big box store sites is 772 and 752, respectively, compared with 736 among those who purchase via their carrier’s site.
• Customer satisfaction with the overall purchase experience for other retailers, such as Apple, Best Buy, Costco, RadioShack and Wal-Mart, has improved relative to satisfaction with full-service carrier-branded stores. In 2013 Vol. 1, satisfaction is five points higher among customers purchasing from electronics and big box stores than carrier-branded stores, while it is 18 points lower in the 2012 Vol. 2 study.

The 2013 Wireless Full-Service Purchase Experience Study—Volume 1 is based on responses from 7,777 wireless customers. The 2013 Wireless Non-Contract Purchase Experience Study—Volume 1 is based on responses from 3,533 wireless customers. Both studies are among current wireless service customers who indicate having had a sales transaction with their current carrier within the past six months. The study was fielded from July through December 2012.

About JD Power

JD Power is a global marketing information services company providing 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. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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. www.jdpower.com/corporate

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Poor Social Media Practices can Negatively Impact a Businesses’ Bottom Line and Brand Image

2013-02-14

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WESTLAKE VILLAGE, Calif.: 14 February 2013 — Businesses can no longer adopt a trial-and-error approach to social media as all-new research finds a link between social media and business metrics such as consumers’ likelihood to purchase or interact with companies through leading social channels, according to the JD Power and Associates 2013 Social Media Benchmark Study,^SM released today.

The inaugural study is based on responses from more than 23,200 U.S. online consumers who have interacted with a company via the companies’ social media channel. Fielded from November to December 2012, the study measures the overall consumer experience in engaging with companies through their social platforms for both marketing and servicing needs across more than 100 U.S. brands in six industries: airline, auto, banking, credit card, telecom and utility. The study establishes performance benchmarks and industry best practices that provide insights to companies to help them maximize their social media efforts.

Key Findings

• 67% of consumers have used a company’s social media site for servicing, compared with 33% for social marketing.
• Younger consumers (18-29 years old) are more likely to use brands’ social media sites for servicing interactions (43%) than for marketing (23%).
• The automotive industry balances marketing and servicing engagements better than any other industry included in the study.
• Consumer expectations for social interactions vary across industries, although quality content and responsive service representatives are keys to higher satisfaction levels.

“This is a unique, comprehensive consumer study that defines consumer expectations in the ever-changing social space and measures companies’ performances against those benchmarks,” said Jacqueline Anderson, director of social media and text analytics at JD Power and Associates. “This study provides companies with the framework they need to begin effectively integrating social media into their business strategies. It also illustrates the relationship between a positive social media experience and consumer purchase intent.”

Social Media Servicing vs. Social Media Marketing

The study focuses on two types of social media engagements, marketing and servicing, and provides best practices for each. Marketing engagements include connecting with consumers to build brand awareness and affinity, in addition to promoting coupons and deals. Servicing engagements include answering specific consumer questions or resolving problems.

The study finds that social marketing engagements vary by age group. Nearly one-third (39%) of consumers 30-49 years old and 38 percent of those 50 years and older interact with a company in a social marketing engagement context, while only 23 percent of consumers who are 18-29 years old interact with companies. In contrast, 43 percent of consumers who are 18-29 years old use social media for servicing interactions, while 39 percent of consumers who are 30-49 years old use social for servicing needs. Only 18 percent of consumers who are 50 years and older interact with a company via social for a service-related need.
 
“While there are vast differences among age groups in the frequency of servicing and marketing engagements, there is a consistency in the impact on brand perception and purchase intent through both types of engagement,” said Anderson. “Companies that are focused only on promoting their brand and deals, or only servicing existing customers, are excluding major groups of their online community, negatively impacting their satisfaction and influencing their future purchasing decision. A one-pronged approach to social is no longer an option.”

Companies need to understand how their consumers use social media and then develop a strategy that addresses their usage patterns.

“If your customers want service and you’re pushing discount coupons out to them while ignoring their attempts to connect with you, you’re going to end up with dissatisfied customers,” added Anderson.

The study finds a correlation between overall satisfaction with a company’s social marketing efforts and consumers’ likelihood to purchase and their overall perception of the company. Among highly-satisfied consumers (satisfaction scores of 951 and higher on a 1,000-point scale), 87 percent indicate that the online social interaction with the company “positively impacted” their likelihood to purchase from that company. Conversely, among consumers who are less satisfied (scores less than 500), one in 10 consumers indicate that the interaction “negatively impacted” their likelihood to purchase from the company.   

The study also finds that some industries are more successful than others at implementing best practices into their social media engagement strategies than others. When looking across industries,  the auto industry performs particularly well in both marketing and servicing social media interactions, the only industry to do so. Other industries performing well are wireless in social servicing interactions and utility in social marketing interactions.

Industry Performance

Listed below are the companies that perform particularly well in each of the industries included in the study. Companies are listed in alphabetical order.

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

Overall Business Customer Satisfaction with Electric Utility Companies Declines, Despite Improved Communications to Businesses during Power Outages

2013-02-13

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WESTLAKE VILLAGE, Calif.: 13 February 2013 — Business customer satisfaction with electric utility communications increases, while overall satisfaction declines, according to the JD Power and Associates 2013 Electric Utility Business Customer Satisfaction Study^SM released today.

Key Findings

• Utility blogs (772) and text messages (768) are the highest satisfaction-generating communications methods vs. other communication types (618).
• Customer service phone satisfaction is 750 for first call problem resolution compared with non-resolved issues (423).
• 17% of business customers accessed their utility website via a tablet/smartphone.

The study is based on interviews with representatives of more than 25,700 U.S. businesses that spend at least $250 monthly on electricity. More than 90 utility brands serving a total of more than 11.7 million business customers are included in the study. Overall customer satisfaction is measured by examining six factors: power quality and reliability; billing and payment; corporate citizenship; price; communications; and customer service.

Overall satisfaction among electric utility business customers averages 647 (on a 1,000-point scale), decreasing by 10 points from 2012. Satisfaction decreases in all factors except communications, which increases by four points year over year. The largest decreases in satisfaction are in customer service (down 18 points); corporate citizenship (down 18); and billing and payment (down 15).
 
“Even with the multiple weather events and an increase in the average outage time, satisfaction with power quality and reliability has decreased only three points,” said John Hazen, senior director of the energy utility practice at JD Power and Associates. “In addition to customer service, the area in which utilities are facing significant criticism is in corporate citizenship, where business customers are critical of utility efforts to develop energy supply plans for the future as well as utilities showing business leadership in local communities.”  

However, positively impacting satisfaction with power quality and reliability, electric utility companies are demonstrating new ways to ensure open lines of communication with their customers by offering service outage updates via text messaging, social media and email, which yield significantly higher satisfaction levels than any other outage communication type.

In addition to providing information through multiple channels, electric utility companies are also proactively communicating with their business customers during outages, which positively impacts satisfaction as well. Power quality and reliability satisfaction among the 11 percent of business customers who received proactive communications from their utility during an outage is 754, compared with 654 among those who received no communications from their utility.

Study Rankings

Within each of the four geographic regions included in the study, utility providers are classified into one of two segments: large (serving 85,000 or more business customers) and midsize (serving between 25,000 and 84,999 business customers). Rankings within each region and segment are as follows:

East Region
PPL Electric Utilities ranks highest among large electric utility providers in the East Region with a score of 664. Among midsize electric utilities in the East Region, Central Maine Power (654) ranks highest for the second consecutive year.

Midwest Region
In the Midwest Region, We Energies (669) ranks highest among large electric utilities, while Indianapolis Power & Light Company ranks highest among midsize brands with a score of 676.

South Region
Georgia Power (695) ranks highest among large utilities in the South Region. Among midsize electric utilities, Entergy Texas ranks highest with a score of 687.

West Region
Portland General Electric (694) ranks highest among large electric utilities in the West Region. Among midsize electric utility providers, Seattle City Light ranks highest (689).

The 2013 Electric Utility Business Customer Satisfaction Study is based on responses from more than 25,700 online interviews with business customers of the 95 largest utility brands throughout the United States. The study was fielded from April through June 2012 and September through 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

Overall Vehicle Dependability Continues to Improve; Dependability of All-New and Redesigned Models Surpasses Carryover Models

2013-02-13

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>> View the 2013 Vehicle Dependability Study Results

WESTLAKE VILLAGE, Calif.: 13 February 2013 – The long-term dependability of three-year-old models has improved year-over-year, according to the JD Power and Associates 2013 U.S. Vehicle Dependability Study^SM (VDS) released today.

The study, now in its 24th year, measures problems experienced during the past 12 months by original owners of three-year-old vehicles (those that were introduced for the 2010 model year). Overall dependability is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.

Key Findings

• Vehicle dependability improves 5 percent year-over-year.
• Domestic nameplates narrow the dependability gap with import nameplates to 10 PP100.
• Toyota Motor Corporation models earn seven segment awards; General Motors garners four awards.

In 2013, the dependability of models that were new or substantially redesigned for the 2010 model year averages 116 PP100, compared with 133 PP100 for models that were unchanged from the 2009 model-year—also referred to as carryover models. This is the first year that there are fewer reported problems for all-new or redesigned models than for carryover models since the study was redesigned in 2009. Models that were refreshed in 2010—those with generally minor changes to the interior or exterior—average 111 PP100 in the 2013 VDS.

“There is a perception that all-new models, or models that undergo a major redesign, are more problematic than carryover models,” said David Sargent, vice president of global automotive at JD Power and Associates. “Data from the 2013 VDS suggests that this is not the case. The rapid improvement in fundamental vehicle dependability each year is more than offsetting any initial glitches that all-new or redesigned models may have.”

Overall Dependability Improves

In 2013, overall vehicle dependability averages 126 PP100—a five percent improvement from the 2012 average of 132 PP100—and is the lowest problem count since the inception of the study in 1989. Among brands measured in the study, 21 of the 31 improve in dependability from 2012. Domestic nameplates have improved in 2013 at a slightly greater rate than have imports, narrowing the dependability gap to 10 PP100 from 13 PP100 in 2012 and 18 PP100 in 2011. Overall, domestic nameplates average 133 PP100, while import nameplates average 123 PP100.

“The continuous improvement in long-term dependability means consumers should have more confidence in three-year-old vehicles, whether they are keeping their current vehicle or shopping for a used car, truck, crossover or SUV,” said Sargent. “This means there are a lot of dependable off-lease vehicles in the used-vehicle market. It also means that owners who keep their vehicle beyond the manufacturer’s warranty period are able to have greater peace of mind that vehicles are becoming increasingly more dependable. That said, it is virtually certain that new vehicles being sold today will be even more reliable in three years.”

Dependability Equals Higher Loyalty

The study finds that the fewer problems owners experience with their vehicle, the greater their loyalty to the brand. Combining previous-year VDS results with actual vehicle trade-in data from the JD Power and Associates Power Information Network® (PIN), JD Power finds that 54 percent of owners who do not experience any problems with their vehicle stay with the same brand when they purchase their next new vehicle. Brand loyalty slips to just 41 percent, on average, when owners experience three or more problems with their vehicle.

While owners of premium models are more loyal than owners of non-premium models, on average, the loyalty of premium model owners is more impacted by an increase in the number of problems experienced. For example, 55 percent of owners of premium models remain loyal to the brand when they report zero problems with their vehicle, compared with 53 percent of owners of non-premium models who report zero problems. Loyalty begins to decline as soon as the owner experiences any problems with their vehicle.  When experiencing three or more problems with their vehicle, loyalty among owners of premium models declines to 39 percent and 41 percent among owners of non-premium models. 

“It’s one thing to ask consumers if they intend to buy another vehicle from the same brand, but it is much more impactful to know what happens when they actually buy their next vehicle,” said Sargent. “By combining our consumer research with trade-in data, we see a clear correlation between dependability and loyalty.”

Highest-Ranked Nameplates and Models

Lexus ranks highest in vehicle dependability among all nameplates for a second consecutive year. Among models, the Lexus RX has the fewest reported problems in the industry at just 57 PP100. This is the first time in the history of the VDS that a crossover or SUV has achieved this distinction. Rounding out the five highest-ranked nameplates are Porsche, Lincoln, Toyota and Mercedes-Benz. Chrysler Group LLC’s Ram brand posts the greatest year-over-year improvement from 2012—by 52 PP100.

Toyota Motor Corporation continues to perform well in long-term dependability and earns seven segment awards—more than any other automaker in 2013–for the Lexus ES 350; Lexus RX; Scion xB; Scion xD; Toyota Prius; Toyota Sienna; and Toyota RAV4. 

General Motors receives four segment awards for the Buick Lucerne; Chevrolet Camaro; Chevrolet Tahoe; and GMC Sierra HD. American Honda Motor Corp., Inc., receives two model-level awards for the Acura RDX and Honda Crosstour. The Audi A6, Ford Ranger, Hyundai Sonata, Mazda MX-5 Miata, and Nissan Z also receive segment awards.

JD Power and Associates offers the following tips for consumers regarding vehicle dependability: 

• The perception that all-new or redesigned models can’t be as dependable as those that have been on the market for a year or more is not accurate. Just because a model is new to the market or has been recently redesigned doesn’t necessarily mean it won’t be as reliable. In fact, dependability of all-new and redesigned models is at a record high, according to 2013 VDS data.
• Dependability of three-year-old models is at an all-time high. If you can’t afford a new vehicle, or simply don’t want one, you should feel confident when buying a certified pre-owned (CPO) vehicle. Whether buying a CPO vehicle or not, be sure to check quality, appeal and dependability ratings of models you are considering on jdpower.com.
• Improvements in vehicle dependability have been made by both domestic and import brands, and the gap between the two is narrowing. Perceptions of dependability should not be based purely on vehicle origin—consumers should research a variety of sources in order to make a decision consistent with the current reality of the market.

The Vehicle Dependability Study is used extensively by vehicle manufacturers worldwide to help design and build higher-quality models, which typically translates to higher resale values and higher customer loyalty. It also helps consumers make more informed choices for both new- and used-vehicle purchases.

The 2013 Vehicle Dependability Study is based on responses from more than 37,000 original owners of 2010 model-year vehicles after three years of ownership. The study was fielded between October and December 2012.

Find more detailed information on vehicle dependability, as well as model photos and specifications, by reading articles and reviewing brand and segment dependability ratings at http://www.jdpower.com/dependability

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. 

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 

Satisfaction with Wireless Carriers’ Customer Care Is Higher among Customers with Mobile Shared Plans than among Those with Traditional Individual Service Offerings

2013-02-06

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WESTLAKE VILLAGE, Calif.: 7 February 2013 — Satisfaction with a carrier’s customer care service is higher among wireless customers subscribing to data-sharing service plans¹ than it is among those subscribing to more traditional service and data plans, according to the JD Power and Associates 2013 U.S. Wireless Customer Care Full-Service Performance Study^SM—Volume 1 and the 2013 U.S. Wireless Customer Care Non-Contract Performance Study^SM—Volume 1, both released today.

Now in their 11th year, these semiannual studies offer a detailed report card on how well wireless carriers provide customer service via three contact channels: telephone; walk-in (retail store); and online. The studies measure satisfaction and processing issues in each contact method, such as the efficiency of problem resolution processes and the duration of hold times.

Key Findings

• 41% of full-service wireless customers who solved their issue online used the chat function (up five percentage points from 2011 Vol. 2).
• Overall satisfaction is highest when customers use the online chat function (755) to resolve issues.
• Satisfaction averages 246 points higher among non-contract customers whose issues are resolved on the first contact vs. multiple contacts (801 vs. 555, respectively).
• 68% of full-service customers with a smartphone use a mobile application to contact/monitor their carrier regarding service issues.

Overall satisfaction among full-service customers who currently subscribe to a mobile share data plan is 778 (on a 1,000-point scale), compared with 750 among those who subscribe to a more traditional service and data plan. While satisfaction levels among mobile share plan customers are higher across most of the customer service contact channels, the largest gap in satisfaction between shared data customers and non-share plan customers is in the customer service representative-only channel (826 vs. 771, respectively). Specifically within this channel, knowledge of the service representative (8.3 vs. 7.8, respectively, on a 10-point scale) and timeliness of resolving issues (8.1 vs. 7.3, respectively) are the two areas that drive higher satisfaction performance among share data plan customers.

“The higher levels of satisfaction with shared data plans are partially due to the profile of its customers, particularly the early adopters who changed service offerings once the mobile data share plans were offered,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “For example, not only are customers with shared data plans more loyal than those without a shared data plan, but they also have a more positive perception of their carrier, in addition to spending approximately $30 more per household overall.”  

The study finds that full-service customers with mobile data sharing plans have contacted their wireless carrier more often during the past six months than did those with non-data share plans (51% vs. 42%, respectively); however, full-service customers with a mobile data share plan have also spent an average of nearly one minute more on hold waiting to speak with a service representative, compared with non-data sharing plan customers (5.8 minutes vs. 5 minutes, respectively).

“It’s not unexpected that customers who change or upgrade to these new mobile data share plans would initially be more likely to contact their carrier with questions or problems, particularly concerning how these service plans may potentially alter usage habits,” said Parsons. “It is important to understand that with any major service change, the need for simplicity is paramount. Additional investment is needed in support services to not only handle the increase in the number of customer interactions, but also provide service representatives with the necessary training and information across all contact channels to offer a timely and superior service experience.”

Study Rankings

For the fourth consecutive reporting period, Verizon Wireless ranks highest in wireless customer care satisfaction among full-service carriers, with an overall score of 766. Verizon Wireless performs particularly well in telephone contacts that originate in the automatic response system (ARS) channel and are then transferred to a live customer service representative (CSR), and in telephone calls made directly to a CSR.

MetroPCS ranks highest in overall wireless customer care satisfaction among non-contract carriers, with an overall score of 733. MetroPCS performs particularly well in telephone calls made directly to a CSR.

The 2013 Wireless Customer Care Full-Service Performance Study—Volume 1 is based on responses from 7,332 wireless customers. The 2013 Wireless Customer Care Non-Contract Performance Study—Volume 1 is based on responses from 3,131 wireless customers. Both studies are based on the experiences of current customers who contacted their carrier’s customer care department within the past six months. The study was fielded from July through December 2012.

[1] Data-sharing service plans offer varying volumes of data for multiple devices as well as unlimited voice and text

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

A Satisfying Website Experience Leads to a Higher Likelihood to Test Drive a Vehicle

2013-01-28

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WESTLAKE VILLAGE, Calif.: 28 January 2013 — New-vehicle shoppers are more likely to test drive a vehicle following a satisfying experience on an automotive manufacturer’s website on either a desktop or tablet, according to the JD Power and Associates 2013 Manufacturer Website Evaluation Study^SM (MWES)—Wave 1 released today.

The semiannual study, now in its 14th year, measures the usefulness of automotive manufacturer websites during the new-vehicle shopping process by examining four key measures (in order of importance): information/content, navigation, appearance and speed.

The ability of new-vehicle shoppers to find information on a website easily and quickly has a direct impact on their decision to continue to shop that vehicle. For example, the study finds that among automotive shoppers on desktops who are “delighted” with their experience on a manufacturer’s website (satisfaction index score of greater than 900 on a 1,000-point scale), 72 percent are more likely to test drive a vehicle after visiting the manufacturer website, compared with only 25 percent of “disappointed” shoppers (satisfaction index score of 550 or less).

“Finding the right balance of content, ease of navigation and site speed is what ultimately drives new-vehicle shopper satisfaction with the website,” said Arianne Walker, senior director of media & marketing solutions at JD Power and Associates. “Satisfaction with a website increases the likelihood that shoppers will visit a dealership and test drive a vehicle.”

In addition to a website that works well across platforms, Walker said the key is for automakers to develop a site that is reflective of their brand image and is able to meet the needs of their shoppers.

“While there are some common elements across all websites, each site should have a unique look and feel and align with the brand’s image,” said Walker.

The study also finds that tablet ownership has risen 23 percent during the past six months among consumers who evaluated a site and is further changing the device mix automakers must accommodate for their online shoppers. To accommodate tablet device shoppers, many automakers direct shoppers to a desktop version of their website; however, depending on the device and automaker, shoppers may also be directed to a mobile version of the website. Overall satisfaction among tablet users who are likely to be directed to a desktop website is 820, compared with 798 among those who are directed to a mobile website. In addition, satisfaction is higher across all four measures when tablet users utilize a desktop website.

“Shoppers on a tablet are able to access all of the shopping information when they’re directed to a desktop website, compared with a mobile site,” said Walker. “However, it is critical that the desktop sites be designed to accommodate tablet navigational needs.”

While some shoppers are using their tablet to explore manufacturer websites while they’re on the go, the study finds that shoppers are more likely to access automotive information while at home (37%) than while shopping or running errands (16%). Regardless of the location where they shop, 92 percent of new-vehicle shoppers who own a tablet, or own both a tablet and a smartphone, expect to have the same content available on a desktop website on all devices.

“Shoppers want the same content-rich experience, whether they’re on a desktop, tablet or smartphone,” said Walker. “The challenge for automakers is creating sites that meet the needs of shoppers across platforms. The industry has generally chosen to maintain two sites, rather than a third one for tablet shoppers, reducing the burden of maintaining and keeping information updated and consistent across three separate sites.”

The smart brand website ranks highest in overall satisfaction with a score of 845. Jeep ranks second with a score of 840, followed by Lincoln (835) and Acura (834). Overall satisfaction with automotive brand websites averages 812.
 
The Manufacturer Website  Evaluation Study—Wave 1 is based on responses from 10,006 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months.  The study was fielded in 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

New-Vehicle Retail Sales Kicking Off 2013 Ahead of Expectations

2013-01-25

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WESTLAKE VILLAGE, Calif.: 25 January 2013 — The January new-vehicle selling rate is off to a strong start in 2013, with the highest retail selling rate in January in five years, according to a monthly sales forecast developed by the Power Information Network® (PIN) from JD Power and LMC Automotive.

Retail Light-Vehicle Sales

January new-vehicle retail sales are expected to come in at 812,600 vehicles, which represents a seasonally adjusted annualized rate (SAAR) of 12.9 million units, and well ahead of the expected 12.4-million-unit annual level for 2013. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

“The year is off to a fast start, which bodes well for the remainder of 2013,” said John Humphrey, senior vice president of global automotive operations at JD Power and Associates. “Building on the momentum the industry has been gaining over the past two years, sales remain on a trajectory to return to pre-recession levels within the next few years.”

Total Light-Vehicle Sales

Total light-vehicle sales in January 2013 are projected to reach 1,027,700 units, an eight percent increase from January 2012. Fleet share is expected to reach 21 percent, considerably lower than the 25 percent share in January 2012, signaling continued discipline in the industry-related rental car fleet sales.

Sales Outlook

Based on a strong finish in 2012 and a higher-than-expected pace to begin 2013, LMC Automotive is increasing its 2013 U.S. forecast for total light-vehicle sales by 100,000 units to 15.1 million. In addition, the outlook for retail light-vehicle sales increases to 12.4 million units from 12.2 million units for 2013.

“The global industry is looking for the United States to offset risk in Europe and potentially slower growth in the emerging markets in 2013,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “The good news is that the U.S. market is primed to over-deliver as the recovery heats up. The concern now is shifting from the continuing recovery to whether the automotive supply base will be able to keep up with hearty demand.”
 

North American Production

North America light-vehicle production was 15.4 million units in 2012, 18 percent higher than in 2011, marking the first time since 2007 that North American production has surpassed 15.0 million units.

Vehicle inventory returns to an ideal level in early January to a 59-day supply, compared with 69 days in December. A strong sales pace in November and December 2012, coupled with the holiday production shutdown period in late 2012, drove inventory down to the current level. Overall, there are approximately 3.1 million units currently available on dealer lots or in transit–an increase of about 600,000 units from January 2012. 

LMC Automotive projects the 2013 North American production to be 15.9 million units in 2013, a three percent increase from 2012, with further upside potential contingent on the pace of demand in the first half of the year. For 2014, the North American production forecast is expected to increase to 16.6 million units. 

“With inventory in check and demand remaining strong, all indications suggest that production levels–and automotive supplier profits–will be at a high pace during 2013 for North America,” said Schuster.

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

Auto Insurance Claims Satisfaction Increases as Claimants Are Being Paid Faster

2013-01-24

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WESTLAKE VILLAGE, Calif.: 24 January 2013 — As repairable and total loss claims are being paid faster, overall claimant satisfaction with the auto insurance claims process increases in the fourth quarter of 2012, compared with the fourth quarter of 2011, according to the JD Power and Associates 2013 U.S. Auto Claims Satisfaction Study^SM—Wave 1 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, which are measured in the study: first notice of loss; claim service interaction; damage appraisal; repair process; rental experience; and settlement.

Overall, claimant satisfaction with the auto claims process in the fourth quarter of 2012 has increased by six points to 861 (on a 1,000-point scale) from the fourth quarter of 2011, primarily due to an 11-point increase in settlement satisfaction. Contributing to the improvement in settlement satisfaction are slight increases in the ratings of two attributes in this factor: fairness of the claim settlement and timing of the settlement.

The study finds that the average time to pay claimants has decreased to 13.9 days in the fourth quarter of 2012, down from 16.4 days in the same period of 2011. While the average time to pay claimants for a repairable claim (11.8 days) has decreased by 1.3 days from the fourth quarter of 2011, the largest decrease is in the time it takes to pay total-loss claims, down by an average of 5.1 days to 18.5 days.

“Regardless of the claim type, the faster the claimant is paid and can move forward with a repair or to replace their vehicle, the more likely they are to be satisfied,” said Jeremy Bowler, senior director of the insurance practice at JD Power and Associates. “In addition, satisfaction with the claims professional is at an all-time high, indicating that the process is becoming smoother, with more frequent updates throughout contributing to a much more satisfying experience.”

Interestingly, while overall claim satisfaction increases and the time it takes to pay claimants decreases, the average cycle time of the vehicle repair increases by 1.2 days to 13.5 days in the fourth quarter of 2012, compared with 12.3 days in the fourth quarter of 2011.

Satisfaction with the repair process is 862, a decrease of two points from the fourth quarter of 2011. Contributing to lower satisfaction is a decline in the percentage of vehicles being fixed right the first time—89 percent in the fourth quarter of 2012, compared with 91 percent in the fourth quarter of 2011.

“While insurers have made significant progress in the past 12 months to improve the efficiency of the claims process, the repair providers have not kept pace,” said Bowler. “Failure to repair a vehicle correctly is critical to the customer experience as average satisfaction scores tumble over one hundred points for those who had to bring their vehicle back for repeat repairs.”

On average, claimants who take their vehicle to a non-direct repair provider wait 16.0 days to get their vehicle back, 2.9 days longer than when they take their vehicle to a direct repair provider (13.1 days, on average). The gap in time between a direct repair provider and non-direct repair provider in the fourth quarter of 2012 has increased from only 1.8 days in the same period in 2011.  

The 2013 U.S. Auto Claims Satisfaction Study—Wave 1 is based on responses from more than 3,000 auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed roadside assistance claims. Survey data for Wave 1 of the study was gathered in 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

Merrill Edge Call Centers Recognized for Providing An Outstanding Customer Service Experience

2013-01-22

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WESTLAKE VILLAGE, Calif.: 22 January 2013 — Merrill Edge Advisory and Investment Centers have been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Certified Call Center Program^SM. The Certified Call Center Program distinction acknowledges a strong commitment by Merrill Edge’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 Merrill Edge customers who recently contacted its call centers in Hopewell, N.J.; Chandler, Ariz., Lincoln, R.I.; and Jacksonville, Fla.

“Merrill Edge has shown a commitment to providing outstanding customer service in both their advisory and investment centers, and are to be congratulated for earning their second consecutive certification,” said Mark Miller, Senior Director, JD Power and Associates.  “Our research indicated that in particular, customers were very pleased with the level of courtesy provided by the Merrill Edge Representatives.”

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.
 
“Achieving this designation for the second year in a row acknowledges the strong commitment Merrill Edge has to providing customers with a positive experience that exceeds their expectations,” said Alok Prasad, head of Merrill Edge. “We will continue to listen to our customers, enhance their experience and deliver outstanding service to them.”

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 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]
Don Vecchiarello, Bank of America; Charlotte, N.C.; (980) 387-4899; [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