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Category: United States

  • 2013 Third-Party Automotive Website Evaluation Study

    Providing a More Satisfying Experience on Third-Party Automotive Websites Yields More Loyal Shoppers and Website Advocates

    2013-03-26

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    WESTLAKE VILLAGE, Calif.: 26 March 2013 — Third-party automotive websites have an opportunity to create loyal and outspoken advocates by providing a satisfying website experience, whether consumers are shopping for a new or used vehicle, according to the JD Power and Associates 2013 Third-Party Automotive Website Evaluation StudySM  released today.


    The inaugural study measures the usefulness of third-party automotive websites during the new- and used-vehicle shopping process by examining four key measures (in order of importance): information/content; navigation; appearance; and speed. Overall satisfaction with third-party automotive websites averages 725 (on a 1,000-point scale).


    The study finds a high correlation between overall satisfaction with a third-party automotive website and the likelihood to recommend and return to the site. 


    “The websites with the highest overall satisfaction also have the highest advocacy and loyalty rates in the study,” said Arianne Walker, senior director of media and marketing solutions at JD Power and Associates. “A more satisfying experience will keep shoppers coming back, positively impacting site analytics and increasing exposure to the revenue-generating advertising on the sites.”


    Providing a satisfying experience on third-party automotive websites comes with certain challenges that manufacturer sites do not have. For instance, third-party sites need to strike a balance between the content provided and the revenue-generating advertising content. In addition, shoppers expect third-party sites to have information and images on all makes and model years. 


    “The large amount of information required for third-party automotive sites to be useful presents a unique challenge, as the information must be organized in a user-friendly way, weighing heavily on strong navigation and good user experience principles,” said Walker.


    New- vs. Used-Vehicle Shoppers

    Additionally, the study finds that satisfaction is higher among new-vehicle shoppers than among used-vehicle shoppers (735 vs. 715, respectively). One of the contributing factors to this difference in satisfaction is the disparate experiences shoppers often have when trying to locate vehicle information for new vs. used vehicles. 


     A key contributing factor to a less satisfying experience when shopping for used vehicles, compared with new vehicles on a third-party site, is that shoppers have to make very specific decisions regarding a vehicle model—such as model year or trim level—in order to explore available content. In contrast, when shopping for new vehicles, shoppers are able to obtain vehicle content more quickly and without requiring decisions regarding vehicle details before exploring the model, creating a more seamless experience as they view multiple vehicles.


    “With most third-party automotive sites, the shopping experience is different among new- and used-vehicle shoppers,” said Walker. “Websites that perform particularly well in the study provide a consistent shopping experience, including much of the same content, for both groups of shoppers.”


    Study Rankings

    Cars.com ranks highest in the inaugural study with a score of 782. Following Cars.com in the rankings is Kelley Blue Book (777) and AOL Autos (753).


    The 2013 Third-Party Automotive Website Evaluation Study is based on evaluations from more than 4,200 new and used-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded in January and February 2013.

     

    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


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  • Distinguished Hospital Program—Syosset Hospital

    Syosset Hospital Recognized for Providing Outstanding Emergency Experiences

    2013-03-25

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    WESTLAKE VILLAGE, Calif.: 25 March 2013 — Syosset Hospital has been recognized for service excellence under the JD Power and Associates Distinguished Hospital Program.SM This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Experience.”

    “Earning this distinction for emergency services speaks volumes about the commitment Syosset Hospital provides to its emergency patients,” said John Clark, director of provider programs at JD Power and Associates. “They have the ability to provide outstanding service from the moment patients arrive at the hospital to the time they are discharged.”

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

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

    Syosset Hospital exceeded the JD Power and Associates’ National Patient Experience Study (NPES)SM benchmark study score for Emergency patient satisfaction. The hospital performed particularly well providing tests and procedures through nursing care.

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

    “Our goal at Syosset Hospital is to make the patient experience as smooth and comfortable as possible,” said Michael Fener, executive director of Syosset and Plainview hospitals. “This JD Power award is a demonstration to the outstanding care provided by our medical professionals and staff. I extend my deepest thanks to community residents for their continued support.”
     
    Acute-care hospitals throughout the nation are eligible for the JD Power and Associates Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which time the hospital may reapply for this recognition.


    About JD Power and Associates


    Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company 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]
    Alexandra Zendrian; North Shore-LIJ Health System; Great Neck, NY; (516) 465-2607; [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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  • March Automotive Forecast

    New-Vehicle Selling Rate in March Keeps Pace with Strong Year-to-Date Rate

    2013-03-21

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    WESTLAKE VILLAGE, Calif.: 21 March 2013 — New-vehicle sales remain strong in March, as both the light-vehicle retail selling rate and the total light-vehicle rate are consistent with February’s performance at 12.1 million units and 15.3 million units, respectively, according to a monthly sales forecast developed by the Power Information Network® (PIN) from JD Power and LMC Automotive.


    Retail Light-Vehicle Sales


    March new-vehicle retail sales are expected to come in at 1,158,000 vehicles, which represent a seasonally adjusted annualized rate (SAAR) of 12.1 million units, with volume approaching a double-digit increase from March 2012. Retail transactions are the most accurate measurement of true underlying consumer demand for new vehicles.

    The average new-vehicle customer-facing retail transaction price ($28,504) is up 3 percent from March 2012. Leases account for 23.1 percent of new-vehicle retail transactions in March 2013, up from 20.0 percent in March 2012.

    In addition, the percentage of retail sales financed with a 72-month or longer loan is at record levels, reaching 32.1 percent in March 2013, an increase from 30.4 percent in March 2012.


    U.S. Retail SAAR—March 2012 to March 2013
    (in millions of units)



    “While longer loan terms have traditionally been a cause for concern to the industry due to the risk of purchase cycle extension, it is not necessarily as daunting as it may seem.” said John Humphrey, senior vice president of the global automotive practice at JD Power and Associates. “The longer loans are being offset by more leasing and the low interest environment, which means that consumers are able to put more of their monthly payment towards their loan principal rather than interest fees.”

    Humphrey also notes that strong used-car values mean that consumers have more equity in their trades and can finance lower amounts. In addition, consumers who may have been shut out of the market in recent years are finding that a longer loan makes buying a new vehicle affordable.   


    Total Light-Vehicle Sales


    Total light-vehicle sales in March 2013 are projected to reach 1,465,100 units, an 8 percent increase from March 2012, with a selling rate that is consistent with the expected performance for the year. Fleet share is expected to hold at 21 percent.


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




    1 Figures cited for March 2013 are forecasted based on the first 14 selling days of the month.
    2 The percentage change is adjusted based on the number of selling days in the month (27 days in March 2013 vs. 28 days in March 2012).


    Sales Outlook


    The outlook for 2013 remains strong and consistent with the pace expected to be set in the first quarter. LMC Automotive is holding its 2013 U.S. forecast for total light-vehicle sales at 15.3 million units and the retail light-vehicle forecast at 12.5 million units.
     
    “Building on the current performance, we expect the economic environment to improve throughout 2013, as the likelihood of a dark cloud slowing the recovery pace diminishes,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Consumers do not appear phased by headwinds from Washington, as growth in auto sales are outperforming earlier expectations.”
     


    North American Production


    Vehicle production in North America is up three percent through February 2013, compared with the same period in 2012. Production of models in the compact segment is outpacing the total market, up seven percent thus far in 2013. Production of vehicles in the midsize and large segments has increased 1 percent and likely will hold in a slower growth position as General Motors readies the ramp-up of its redesigned large pickups. Production of compact cars and compact premium CUVs is up 15 percent in the first two months of 2013, driven by the addition of the Dodge Dart, Nissan Leaf and the redesigned Acura RDX.
     
    Vehicle inventory levels in early March increase to a 64-day supply, compared with 74 days in February. Overall, there are nearly 3.2 million units currently available on dealer lots or in transit–an increase of approximately 600,000 units from March 2012. Both car and truck inventories have dropped approximately 10 days from last month. Cars began March with a 61-day supply and trucks with a 68-day supply.

    LMC Automotive’s forecast for North American production remains at 15.9 million units for 2013, an increase of three percent from 2012.

    “While there is a significant amount of activity below the topline production in 2013–from more than 50 new-model ramp-ups to reduced exports to Europe–the underlying trend remains positive and on target for 2013 to improve from 2012,” 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


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  • 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 1 and 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 1

    Customer Satisfaction with Feature-Rich Smartphones Increases as the Segment’s Popularity Continues to Rise

    2013-03-21

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    WESTLAKE VILLAGE, Calif.: 21 March 2013 — Overall satisfaction among smartphone customers increases significantly as manufacturers continue to improve styling, feature sets, usability and software, according to the JD Power and Associates 2013 U.S. Wireless Smartphone Satisfaction StudySM—Volume 1 and the JD Power and Associates 2013 U.S. Wireless Traditional Mobile Phone Satisfaction StudySM—Volume 1, both released today.

    Key Findings

    • Nearly two in 10 (17%) smartphone customers experience a software or device malfunction.
    • Smartphone customers spend an average of 115 minutes per week using social networking applications on their device.
    • Smartphone customers spending more than 100 minutes per week on social apps are 14% more likely to recommend their smartphone model than those that spend 100 minutes or less on social apps.

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

    The Wireless Smartphone Satisfaction Study finds that satisfaction among smartphone customers is 796 (on a 1,000-point scale), an increase of 22 points from 2012. This improvement is likely due to a growing array of new features and services being offered that are providing a seamless product experience between the operating system functions and third-party apps. While satisfaction in all factors of the smartphone customer experience increases from 2012, satisfaction has increased the most in performance (26 points), as a few key attributes, such as operating system reliability, processing speed and video/camera picture quality, have improved significantly.

    “As the capabilities of wireless phones and their applications continue to expand, and as customers grow more reliant on their device, handset manufacturers have an opportunity to further shape the customer experience and impact satisfaction with better integration of services and more communication options, such as video chat,” said Kirk Parsons, senior director of telecommunications services at JD Power and Associates. “It is important, however, that manufacturers meet the expectations of those customers who take advantage of such offers by ensuring the features are intuitive and, ultimately, rewarding to them. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and rewarding wireless experience.” 

    Among traditional mobile phone customers, overall satisfaction has remained virtually unchanged during the past two years. However, among the 42 percent of traditional handset customers who indicate they are likely to purchase a new mobile phone in the next 12 months, 76 percent say they “definitely will” or “probably will” upgrade to a smartphone.  

    “Satisfaction remains relatively unchanged among traditional mobile phone customers, likely as a result of heightened awareness of advanced services available on smartphones and the lack on new device offerings with upgraded feature sets,” said Parsons.  

    For the ninth consecutive study, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 855 and performs particularly well in physical design and ease of operation. 

    For the third consecutive study, LG ranks highest among traditional mobile phones with a score of 719. LG performs particularly well in the physical design and features factors. Nokia (714) follows LG in traditional mobile phone rankings.

    The 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 1 and the 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 1 are based on experiences evaluated by 9,767 smartphone customers and 6,759 traditional mobile phone customers. Both studies were 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

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  • Call Center Certification—Bank of America Merrill Lynch Retirement Services

    Bank of America Merrill Lynch Retirement Contact Centers Recognized for Providing An Outstanding Customer Service Experience for a Ninth Consecutive Year

    2013-03-20

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    WESTLAKE VILLAGE, Calif.: 20 March 2013 — Bank of America Merrill Lynch has been recognized for call center operation customer satisfaction excellence for a ninth consecutive year under the JD Power and Associates Certified Call Center ProgramSM. The Certified Call Center Program distinction acknowledges a strong commitment by the Bank of America Merrill Lynch Retirement Contact Centers’ 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 Bank of America Merrill Lynch customers who recently contacted its call centers in Hopewell, N.J. and Jacksonville, Fla.

    “Bank of America Merrill Lynch Retirement Services is to be congratulated for earning their ninth consecutive certification which demonstrates a true commitment to providing outstanding customer service,” said Mark Miller, Senior Director, JD Power and Associates. “The Bank of America Merrill Lynch team has made the satisfaction of their clients a priority and that comes through loud and clear according to our research.”

    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 are committed to delivering an outstanding service experience, one connection at a time, to the millions of individuals who participate in our financial benefit plans,” said Kevin Crain, head of Institutional Retirement & Benefit Services for Bank of America Merrill Lynch.  “Being recognized for this by JD Power and Associates now for nearly a decade reflects this, along with our commitment to helping plan participants improve their financial wellness and achieve their goals.”

    “Consistently providing a high quality service experience allows us to strengthen our client relationships and attract new ones,” said Kim Kasin, Business Operations Executive for Bank of America Global Wealth & Investment Management (GWIM). “Participation in this certification program gives us an objective benchmark to measure how well we service our clients, as well as where we can do better.”

    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]
    Matthew Card; Bank of America Communications; Chantilly, Va.; (617) 434-1388; [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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  • 2013 U.S. Customer Service Index (CSI) Study

    Manufacturer and Dealer Investments in Service Department and Employees Pay Off, As Overall Customer Satisfaction with Dealer Service Facilities Continues to Improve

    2013-03-13

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    WESTLAKE VILLAGE, Calif.: 13 March 2013 — Recent investments made by automakers and dealers in improving the customer service experience are paying off in terms of more highly satisfied and loyal service customers, according to the JD Power and Associates 2013 U.S. Customer Service Index (CSI) StudySM released today.

    Key Findings
    • Overall customer satisfaction with service at a dealer facility has increased to 797, up significantly from 787 in 2012.
    • More than three-fourths (77%) of customer visits to dealer service departments are for vehicle maintenance, up from 72 percent in 2012.
    • Three of the 11 luxury brands and five of the 19 mass market brands have improved in overall satisfaction by at least 20 points.

    The study finds that overall customer satisfaction with service at a dealer facility has increased to 797 (on a 1,000-point scale), a significant improvement from 787 in 2012 and up by 29 points since 2011. Additionally, overall satisfaction with dealer service facilities averages 44 index points higher than satisfaction with independent service facilities, a gap that has expanded by six points from 2012.

    “Manufacturers have made large investments in their retail programs, and dealers have made significant investments in key customer touch-points–people, improved processes and customer waiting areas—which are having a profoundly positive impact on their customers,” said Chris Sutton, senior director at JD Power and Associates. “Dealerships are placing more emphasis on the service advisor’s role, which is essential to effectively handling service customers. Having a skilled, trained advisor is vital for a positive customer experience.”

    The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer service performance during the first three years of new-vehicle ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.

    The study finds that owners visit a dealer service department an average of 2.6 times per year, most frequently for vehicle maintenance. The shift in the proportion of maintenance work to repair work is one of the contributing factors to the increase in overall satisfaction. More than three-fourths (77%) of vehicle owners indicate that their most recent dealer service visit was for maintenance, such as an oil change or tire rotation, an increase from 72 percent in 2012 and 63 percent in 2011.

    Overall satisfaction among owners who took their vehicle to a dealership for maintenance work averages 806, compared with 768 among those who took their vehicle in for repair work. Among owners who visited an independent service station, overall satisfaction averages 754 for maintenance work and 750 for repairs. Satisfaction with both maintenance and repair work conducted at dealer and non-dealer service stations is slightly higher among owners of premium vehicles than among owners of non-premium vehicles.  

    “The service mix continues to shift to maintenance and away from repairs, which is a testament to the improvement in vehicle quality and dependability,” said Sutton. “Owner satisfaction is generally higher for maintenance than for repairs for several reasons, primarily because maintenance tends to be less expensive and time-consuming and can be scheduled and completed at the owner’s convenience.”

    When excluding complimentary service, service customers spend less out-of-pocket per visit at their dealership, compared with 2012 ($118 vs. $125, respectively); however, this amount remains higher than the average spent per visit at an independent service station ($44). Owners of premium vehicles spend an average of $198 per dealer visit, compared with $31 when they visit an independent service station, while owners of non-premium vehicles spend an average of $108 per dealer visit and $45 per visit to an independent service station.  

    Higher Service Satisfaction Equals Higher Loyalty
    The study finds a direct correlation between service satisfaction and loyalty. Overall, 79 percent of vehicle owners indicate they “definitely will” return to their dealership for maintenance and repairs covered under their vehicle’s warranty, and 64 percent indicate they “definitely will” return to the dealership for service work after their vehicle’s warranty expires.  However, loyalty increases dramatically among vehicle owners who are “delighted” (satisfaction scores of 901 and higher) with their service experience, as 96 percent indicate they “definitely will” return to the dealer service department while their vehicle is under warranty, and 89 percent indicate they “definitely will” return post-warranty. Further, 38 percent of vehicle owners overall indicate that they “definitely will” purchase or lease their next vehicle from the same brand, and increases to 59 percent among owners who are “delighted.”

    “The service experience has a profound impact on vehicle owners, not just where they take their vehicle the next time they need maintenance or repairs, but also on their next vehicle purchase,” said Sutton. “Dealers know this, and most are taking the appropriate steps to ensure their customers have the best experience possible on both the sales and service sides of the store.”

    Overall Satisfaction with Service Improves
    Overall satisfaction with dealer service improves by 10 points in 2013, compared with 2012, with gains in all five study measures. Among the 30 rank-eligible brands, 28 improve in service satisfaction from 2011, with eight brands improving by at least 20 points.

    Additionally, overall satisfaction improves across all five study measures, with the largest year-over-year gains in service facility and vehicle pick-up, which also includes vehicle owner perception of the fairness of the charges.

    “While there are a lot of things dealers can’t control, such as the product and the incentive levels on the sales side, one thing they can control is the service they provide,” said Sutton. “When new-vehicle sales dropped in 2008, dealers increased their focus on service, and that attention on the service customer continues today.”

    Highest-Ranked Nameplates
    Lexus ranks highest in satisfaction with dealer service among luxury brands for a fifth consecutive year. Lexus achieves an overall CSI score of 862 and performs particularly well in service initiation, service facility and service quality. Rounding out the five highest-performing nameplates in the luxury segment are Cadillac (858); Jaguar (856); Acura (852); and Infiniti (848).

    Three of the 11 luxury brands improve their index score by 20 or more points, compared with 2012, with Land Rover achieving the greatest year-over-year improvement (+29 points). Infiniti improves by 24 points and Lincoln by 23.

    Among mass market brands, GMC ranks highest with a score of 819. GMC performs particularly well in service initiation, service advisor, service facility and service quality. Rounding out the five highest-performing brands in the mass market segment are MINI (810); Buick (809); Chevrolet (806); and Volkswagen (804).

    Five of the 19 mass market brands improve their index score by at least 20 points, compared with 2012, with Scion improving 24 index points, Nissan and Dodge each improving by 23 points. Mitsubishi improves by 22 points and Chrysler by 20.

    JD Power and Associates offers the following tips for consumers regarding vehicle service at their dealership:

    • When possible, schedule your dealer service appointment in advance. Customers who have an appointment tend to be more satisfied with their overall service experience than do those without an appointment due to dealer ability to appropriately prepare for the visit.
    • If your vehicle has to remain at the dealership for maintenance or repairs, ask the service advisor for a loaner vehicle. Many dealerships have a fleet of vehicles customers may borrow while their vehicle is in for service.
    • Following maintenance or repair work on your vehicle, ask for a vehicle inspection report, and review it with your service advisor.

    The 2013 U.S. CSI Study is based on responses from more than 91,000 owners and lessees of 2008 to 2012 model-year vehicles. The study was fielded between October and December 2012. JD Power and Associates measures dealer service in various countries around the world, including Australia, Canada, China, Germany, India, Indonesia, Japan, Malaysia, Mexico, the Philippines, Taiwan, Thailand and the UK.

    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

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  • 2013 Vacuum Customer Experience Benchmark Study

    Miele Ranks Highest in Customer Satisfaction with Both Upright and Canister Vacuums

    2013-03-13

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    WESTLAKE VILLAGE, Calif.: 13 March 2013 — Miele again ranks highest in customer satisfaction with upright vacuums and also ranks highest in satisfaction with canister vacuums, a newly created segment for 2013, according to the JD Power and Associates 2013 Vacuum Customer Experience Benchmark StudySM released today.
     
    Key Findings
    • Performance and ease of use are the most important factors among customers of both canister and upright vacuums.
    • On average, there is only a $23 gap in price between canister ($244) and upright ($221) vacuums.
    • Suction power is the highest-rated attribute among both canister and upright vacuum customers, and is the only attribute to receive a rating above eight (on a 10-point scale).

    Now in its second year, the study measures satisfaction with upright and canister vacuums by examining six key factors: performance; ease of use; features; styling; price; and warranty. The benchmark study is designed to help customers with purchase decisions and to assist manufacturers in their efforts to meet customer needs.

    Satisfaction scores among the 13 upright vacuum brands and the 10 canister vacuum brands included in the study are similar: the upright vacuum segment average is 752 (on a 1,000-point scale), compared with 756 in the canister vacuum segment.  
    Miele ranks highest in the upright segment (816) and performs particularly well in the performance, styling and features factors. Dyson follows Miele in the upright vacuum segment (810), achieving high scores in ease of use and warranty. 
    Miele also ranks highest in the canister segment (805), performing particularly well in performance, ease of use and features. Dyson (789) follows Miele, performing well in styling. Notably, Shark earns among the highest scores in the price factor in both segments and performs above average in each segment on price.  
    “While customers of both upright and canister vacuums place a high importance on performance and ease of use, upright vacuum customers are more price sensitive,” said Christina Cooley, senior manager of the home improvement industries practice at JD Power and Associates. “However, it is interesting to note that across the study, there is only a $23 gap between the average prices of canisters ($244) and uprights ($221).”
    Suction power is the highest-rated attribute in both segments, and is the only attribute to receive a rating above eight (on a 10-point scale).
    “The majority of brands deliver on the basic operational function of the vacuum itself,” said Cooley. “This creates an opportunity for both upright and canister brands to differentiate themselves in the areas of ease of use and other value-add features of their vacuums.”
    Overall, customers experience very few problems with their vacuum in the first year of ownership, with similar levels among customers of both upright and canister vacuums (3% vs. 4%, respectively).
    JD Power and Associates offers the following tips to consumers who are shopping for a vacuum cleaner: 
    • When considering an upright or canister vacuum, focus on your needs. Based on the layout of your home, floor types, and specific needs (e.g., pets and allergies), determine which type and brand of vacuum will be best for you.
    • There is a significant price difference across brands. Rather than making a quick decision for the short term, invest in a vacuum for the long term to ensure your needs are met and to maximize the cost of use over time.
    • Do not assume a vacuum with more features is necessarily better. It is more important to purchase a vacuum that meets your specific needs.
    The 2013 Vacuum Customer Experience Benchmark Study is based on responses from more than 5,000 customers who purchased an upright vacuum and/or a canister vacuum from February 2012 to February 2013.
     

    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

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  • 2013 U.S. Business Wireless Service Satisfaction Study

    Customer Service and Cost of Service Drive Higher Satisfaction among Wireless Business Customers

    2013-05-30

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    WESTLAKE VILLAGE, Calif.: 30 May 2013 — Overall satisfaction in both the very small business segment and the small/medium size business segment is significantly higher in 2013, compared with 2012, according to the JD Power & Associates 2013 U.S. Business Wireless Service Satisfaction StudySM released today.

    Key Findings

    • Overall customer satisfaction among wireless business customers improves 20 index points to 694.
    • Among customers who contacted their wireless provider’s customer service during the past six months, 67 percent indicate that their problem was resolved on the first contact.
    • Customer spending on voice and data services has increased an average of $81 per month.

    Now in its ninth year, the study measures overall satisfaction among very small business customers (companies with between one and 19 employees, with a corporate service plan) and small and medium business customers (companies with between 20 and 499 employees) with their wireless voice and data services across six key factors. In order of importance, they are performance and reliability (29%); sales representatives and account executives (18%); cost of service (18%); offerings and promotions (14%); billing (12%); and customer service (8%). 

    In 2013, overall customer satisfaction among wireless business customers averages 694 on a 1,000-point scale, a significant increase from 674 in 2012. According to the study, performance across all factors improves, with customer service increasing a notable 64 index points, due to higher ratings in promptness in speaking with service representatives and timeliness in resolving problems and questions. These increases are attributed to operational improvements implemented during the past year to enhance network performance, as well as reduce call transfer rates and hold times. Not only are customer service contacts and inquiry rates by business customers down 5 percent from 2012, but issues are also being resolved in a timely manner by wireless providers. Among customers who contacted customer service during the last six months, 67 percent indicate that their problem was resolved on the first contact—up from 62 percent in 2012. 

    “It’s very encouraging to note that the customer service process is improving and that wireless business customers are reaping the financial benefits of enhanced resolution rates,” said Kirk Parsons, senior director of wireless services at JD Power & Associates. “The ability of wireless providers to successfully resolve problems on the first contact is paramount, as customers’ intention to switch their provider increases by 79 percent when more than one contact is required to resolve their problem.” 

    Satisfaction with cost of service increases by 24 index points in 2013 from 2012. However, the largest increase is in “reasonableness of prices paid for services,” with business customers in all segments perceiving more value for their money, despite increasing their spending on both voice and data services an average of $81 per month on a year-over-year basis. The study finds that a higher percentage of employers are providing data plans to employees (89% in 2013 vs. 79% in 2012). Furthermore, customer satisfaction with the quality of network service they receive from their provider is higher year over year. Network performance and reliability improves 18 points from 2012, and 57 percent of customers indicate they receive positive feedback on network quality from their employees, a 10 percent increase from 2012.

    “It’s clear that the need for business customers’ employees to have a reliable, high-quality and high-speed connection on a consistent basis for day-to-day business activities is key for improved productivity,” said Parsons. “Meeting or exceeding the service expectations of business customers is critical.”

    Among business customers who experience network connection issues, the percentage of those who will most likely switch providers in the next 12 months is nearly three times higher than the study average (27% vs. 10%, respectively). 

    Business Wireless Customer Satisfaction Results

    Verizon Wireless ranks highest in customer satisfaction in both the very small business and small/medium business segments, performing particularly well in performance and reliability and offerings and promotions. Sprint closely follows Verizon Wireless in the very small business segment, while T-Mobile ranks second in the small/medium business segment. 

    The study also finds the following key business wireless usage patterns:

    • In 2013, 27 percent of business customers that purchase handsets for their employees allow the employees to choose from a selected group of models, compared with 19 percent in 2010.
    • Just 9 percent of business customers have experienced mobile security issues within the past six months. The study finds little additional negative impact on mobile security when businesses policies allow employees to use their personal device.

    The 2013 U.S. Business Wireless Satisfaction Study is based on responses from wireless service decision-makers at more than 2,800 U.S. businesses. The study was fielded between October 2012 and February 2013. 

    About JD Power & Associates

    Headquartered in Westlake Village, Calif., JD Power & 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 & Associates is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

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

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  • EMD Serono—Certified Call Center Program

    EMD Serono Call Centers Recognized for Providing An Outstanding Customer Service Experience

    2013-05-28

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    WESTLAKE VILLAGE, Calif.: 28 May 2013 — EMD Serono has been recognized for call center operation customer satisfaction excellence under the JD Power & Associates Certified Call Center ProgramSM. The Certified Call Center Program distinction acknowledges a strong commitment by EMD Serono’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 & Associates conducted a random survey of EMD Serono customers who recently contacted its call centers in Rockland, Mass.


    “EMD Serono MS LifeLines has shown a commitment to providing outstanding customer service, and are to be congratulated for earning their second consecutive certification,” said Mark Miller, senior director, JD Power & Associates. “Our research indicated that in particular, customers were very pleased with the level of courtesy and concern provided by the EMD Serono MS LifeLines Representatives which is so critical when helping people cope with health-related issues.”


    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 & 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 are honored to receive JD Power & Associates Call Center Certification program recognition for the MS LifeLines call center for a second straight year,” said James Hoyes, president of EMD Serono, Inc. “We are proud to provide support to the MS community through MS LifeLines and are pleased that the customer service excellence provided by our call center specialists continues to be recognized.”


    “The MS LifeLines’ call center is central in our being able to provide individualized support and resources to the MS community, which also include our Nurse Support Network, MS LifeLines Ambassadors and patient education programs,” said Liz Barrett, president, North America, Pfizer Specialty Care.  “We look forward to continuing our commitment to excellence in the services we provide to the MS community.” 


    The Call Center Certification Program was launched by JD Power & 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 Contact Center Certification Program, please visit JDPower.com.


    About JD Power & Associates


    Headquartered in Westlake Village, Calif., JD Power & 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 & Associates is a business unit of McGraw-Hill Financial.


    About McGraw Hill Financial


    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power & Associates, McGraw Hill Construction and Aviation Week. 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]  
    Erin-Marie Beals; EMD Serono, Inc.; Rockland, Mass.; (781) 681-2850; [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 & Associates. www.jdpower.com/corporate


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  • May 2013 Automotive Forecasting Release

    May New-Vehicle Retail Selling Rate Expected to be 1 Million Units Stronger than a Year Ago

    2013-05-23

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    WESTLAKE VILLAGE, Calif.: 23 May 2013 — Robust new-vehicle retail sales in May are the driving factor of returning total sales above the 15-million unit selling level for the month, according to a monthly sales forecast developed by the Power Information Network® (PIN) from JD Power and LMC Automotive.

     Retail Light-Vehicle Sales

    New-vehicle retail sales in May are projected to come in at 1,157,900 vehicles, which represent a seasonally adjusted annualized rate (SAAR) of 12.5 million units, the highest level since January, and will be the third consecutive month with retail sales in excess of 1 million units. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles.
    The full-size pickup segment is contributing to the overall strong sales pace in May, accounting for 11.4 percent of industry retail sales, an increase from 11 percent in April and up from 9.7 percent in May 2012.

    U.S. Retail SAAR—May 2012 to May 2013
    (in millions of units)

    Strong demand for full-size pickups is also helping to keep industry average transaction prices at record levels. The average transaction price for all new vehicles thus far in May is $28,921, the highest ever for the month of May and 3 percent higher than May 2012. Several components are contributing to strong industry transaction price performance, including: low interest rates, which help keep monthly payments low; the use of extended-term vehicle loans—72 months or longer—which also help reduce monthly payments;  strong used vehicle values, which equate to more trade-in equity; and strong new-vehicle residual values, which lower new-vehicle lease payments. 
    “Collectively, these components mean that while industry new-vehicle transaction prices have risen by 19 percent during the past six years ($28,921 in May 2013 from $24,404 in May 2008), the average monthly payment for new-car buyers and lessees has increased only 3 percent ($455 in May 2013 vs. $443 in May 2008),” said John Humphrey, senior vice president of the global automotive practice at JD Power & Associates. “This market dynamic is enabling consumers to purchase new vehicles with improved fuel economy, safety and technology at an affordable monthly payment.”
    Total Light-Vehicle Sales
    Total light-vehicle sales in May 2013 are expected to increase to 1,439,400, up 8 percent from May 2012. Fleet sales have generally been weaker than expected in 2013, but continue to average nearly 21 percent of total sales. Fleet sales in May 2013 are projected to reach 281,000 units, representing less than 20 percent of total sales. 
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons


    1Figures cited for May 2013 are forecasted based on the first 10 selling days of the month.

    Sales Outlook 
    LMC Automotive is holding the total light-vehicle sales outlook for 2013 at 15.4 million units. The 2013 outlook for retail light-vehicle sales also remains the same, at 12.5 million units.
     
    “This is the time of year when the automotive industry holds its collective breath as the recent past has dealt with a spring slowdown in demand; however, the current pace suggests full steam ahead for the second half of 2013,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Economic and market headwinds have been minimized, while demand continues to build momentum.”
     
    North American Production
    North American light-vehicle production year to date through mid-May is up 4 percent, compared with the same period in 2012. Most major manufacturer volumes are either flat or up slightly, with the exception of General Motors, which is down 4 percent on the transition of the Impala and weaker large SUV sales ahead of the new models for 2014. 
    Vehicle inventory levels in early May are at 3.2 million units—a 63-day supply—and consistent with the current level of demand. Inventory was at a 55-day supply in May 2012. 
    LMC Automotive is increasing its forecast for 2013 North American production to 16.0 million from 15.9 million units. With this increase, 2013 will mark the first time production in the region has been at the 16 million-unit level since 2002.
    “With several manufacturers at or near capacity, it becomes a balancing act to plan production for the remainder of the year,” said Schuster. “An effective way to manage the near-term demand and increase production levels is to reduce planned summer shutdowns, as the Detroit automakers recently announced.”
     

    About JD Power & Associates

    Headquartered in Westlake Village, Calif., JD Power & 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 & Associates is a business unit of McGraw-Hill Financial.

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power & Associates, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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 & 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 of JD Power & Associates or LMC Automotive. www.jdpower.com/corporate  www.lmc-auto.com

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