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  • Boston Scientific—2012 Call Center Certification

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

    1970-01-01

    jdp-root

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

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

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

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

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

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


    About JD Power and Associates


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


    About The McGraw-Hill Companies


    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.


    Media Relations Contacts:


    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

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


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

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

    2013-01-07

    jdp-root

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

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

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

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

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

    Other scheduled industry executive panelists include:

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

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

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

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

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    Media Relations Contacts:

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; JD Power and Associates; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

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

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  • 2012 India Automotive Performance, Execution and Layout (APEAL) Study

    Vehicle Interior Gains Importance as a Driver of Satisfaction among New-Vehicle Owners in India

    1970-01-01

    jdp-root

    SINGAPORE: 21 December 2012 — New-vehicle satisfaction is increasingly being driven by the vehicle interior, according to the JD Power Asia Pacific 2012 India Automotive Performance, Execution and Layout (APEAL) StudySM released today.

    Now in its 14th year, the India APEAL Study is an owner-reported measure of what gratifies vehicle owners in India with the design, features, layout and performance of their new vehicle during the first two months of ownership. The study measures satisfaction across 10 performance categories: vehicle exterior; vehicle interior; storage and space; audio/ entertainment/ navigation; seats; heating, ventilation and air conditioning (HVAC); driving dynamics; engine/ transmission; visibility and driving safety; and fuel economy. Overall APEAL performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

    The study finds that during the past four years, the impact of the vehicle interior on overall satisfaction has increased consistently, particularly in the two fastest-growing vehicle segments in India–small car  (which includes entry compact, compact and premium compact cars) and utility (which includes MUV/ MPVs, SUVs and vans). However, visibility and driving safety, followed by fuel economy, continue to be the leading drivers of satisfaction among new-vehicle owners in India. The interior factor has experienced a 28-point improvement compared with 2009, and an 8-point improvement over 2011.

    “To improve the quality and aesthetics of their models, automakers have made significant efforts and investments to enhance the overall design and quality of the vehicle interior, even in the small car segment,” said Mohit Arora, executive director, JD Power Asia Pacific. “This is evident in the newly launched models, as well as the refreshed models launched in 2012. Both newly launched and refreshed models perform 17 points higher in the interior factor compared with other models.”

    The overall APEAL score in 2012 averages 836, which is a seven-point increase from 2011. The industry improves across all 10 categories, similar to 2011, with the largest improvements in fuel economy and vehicle interior.

    Satisfaction is higher among owners of diesel-powered vehicles than among owners of petrol-powered vehicles. Moreover, the gap in satisfaction scores between owners of diesel and petrol vehicles has changed significantly during the past four years. In 2012, the APEAL score for diesel vehicles is 22 points higher than for petrol vehicles, while in 2009 the score for petrol vehicles was 3 points higher than that for diesel vehicles. Further, diesel vehicles achieve an average APEAL score of 839 for fuel economy in 2012, which is 24 index points higher than for petrol vehicles.

    “The fuel price gap is driving demand for diesel vehicles in India and has made petrol vehicle owners increasingly wary of the amount they spend to run their vehicle,” said Arora. “This is reflected in their overall level of satisfaction as well, since they seem more critical of various aspects of the vehicle, such as fuel economy.”

    Model Results by Segment

    The Chevrolet Spark and Maruti Suzuki Estilo rank highest in a tie in the compact car segment with a score of 837 each. The Chevrolet Spark performs particularly well in the audio/ entertainment/ navigation and driving dynamics categories, while the Maruti Suzuki Estilo performs particularly well in seats.
    The Maruti Suzuki Swift DZire ranks highest in the entry midsize car segment for a fifth consecutive year, with a score of 841.

    The Maruti Suzuki SX4 and the Nissan Sunny rank highest in a tie in the midsize car segment with 853 points each.  Both models perform particularly well in the storage and space and HVAC categories.

    The Honda Jazz ranks highest in the premium compact car segment with a score of 866 index points and performs well across all 10 categories.

    Toyota leads the utility vehicle segments, as the Innova ranks highest in the MUV/ MPV segment for a sixth consecutive year, with a score of 872, while the Fortuner ranks highest in the SUV segment with a score of 877, which is the highest APEAL score in the study.

    The 2012 India APEAL Study is based on responses from more than 8,000 owners who purchased a new vehicle between November 2011 and July 2012. The study was fielded between May and September 2012 in 25 cities across India.

    About JD Power Asia Pacific

    JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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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  • 2012 China Vehicle Dependability Study (VDS)

    Chinese Domestic Brands Improve in Vehicle Dependability, Further Narrowing the Gap with International Brands

    1970-01-01

    jdp-root

    SHANGHAI: 21 December 2012 — Chinese nameplates show significant improvements in long-term durability for a second consecutive year and continue to narrow the gap with international brands, according to the JD Power Asia Pacific 2012 China Vehicle Dependability StudySM (VDS) released today. 

    Now in its third year, the study measures problems experienced during the past six months by original owners of vehicles after 25 to 36 months of ownership,1 and includes 202 different problem symptoms across eight categories: engine and transmission; vehicle exterior; driving experience; features, controls and displays; audio and entertainment; seats; heating, ventilation and cooling (HVAC); and vehicle interior. Overall dependability is determined by the level of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.

    In 2012, overall vehicle dependability averages 196 PP100, an improvement of 32 PP100 from 2011. The gain is mainly attributable to improvement in the engine/transmission and driving experience categories, with problem incidence decreasing by an average of 9 PP100 and 8 PP100, respectively, from 2011.

    The compact vehicle segment improves a significant 173 PP100 from 2011, notably contributing to the industry-wide gain in vehicle dependability in 2012.  Reported problems in the mini van segment have decreased by 85 PP100 from 2011. The compact and mini van segments had most frequently reported problems in 2011.

    Chinese domestic brands have narrowed the gap in vehicle dependability with international brands to 80 PP100 in 2012 from 139 PP100 in 2011. Among domestic brands, vehicle dependability in 2012 improves to an average of 250 PP100 from 327 PP100 in 2011, while international brands average 170 PP100 in 2012, an 18 PP100 improvement from 2011.

    “Domestic brands continue to show improvement in both initial quality and long-term dependability,” said Tony Zhou, director of automotive research at JD Power China operations. “While there is still room for significant improvement for Chinese nameplates in specific categories, such as engine and transmission, vehicles produced by domestic brands are becoming demonstrably more attractive to Chinese consumers.”

    Highest-Ranked Nameplates and Models

    Models from Japanese manufacturers receive seven awards from the 11 award segments. Chinese domestic brands rank highest in three segments. Among European brands, German nameplate Audi earns one award. Models ranking highest overall in their respective segment include:

    • Compact: Suzuki Alto
    • Premium Compact: Tianjin Weizhi
    • Entry Midsize: Toyota Vios
    • Midsize: Nissan Tiida
    • Lower Premium Midsize: BYD F6
    • Upper Premium Midsize: Toyota Camry Classic
    • Entry Luxury: Audi A4L
    • Luxury: Toyota Crown
    • SUV: Toyota Highlander
    • MPV: Honda Odyssey
    • Mini Van: Hafei Minyi

    BMW is the highest-ranked nameplate in vehicle dependability among the 54 nameplates included in the study, achieving just 98 PP100.  GAC Toyota (107 PP100) ranks second and Mercedes-Benz (113 PP 100) ranks third.  Audi and Subaru rank fourth in a tie with 117 PP100 each. Five domestic brands ranks above industry average in vehicle dependability.

    Frequently Reported Problems

    The most frequently reported problems in 2012 are: windshield wipers or washers are broken or not working properly; the engine loses power when air conditioning is turned on; air conditioning doesn’t get cold enough fast enough; brakes are noisy; and exterior light problem due to bulb failure.  These top problem areas are consistent with those in the 2011 study.

    Many of the key vehicle dependability problems and problem symptoms are consistent with the top problems identified in the JD Power Asia Pacific 2012 China Initial Quality StudySM (IQS), which measures problems customers experience during the first two to six months ownership.  Specifically, six of the top 10 problem symptoms in initial vehicle quality also rank among the top problem areas in vehicle dependability, including: engine loses power when air conditioning is turned on; air conditioning doesn’t get cold enough fast enough; brakes are noisy; air from vents smells stale or moldy; excessive fuel consumption; and excessive wind noise.

    When compared with the U.S. market, there are several problem areas unique to the Chinese market, namely: engine loses power when air conditioning is turned on; emergency/parking brake; and horn malfunctions.

    The study also finds that 45 percent of owners indicate they have replaced at least one vehicle component during the past six months. The most frequently replaced components include exterior lights; horns; interior lights; clutch; and battery.2

    “Frequent component replacements increase direct warranty costs for automakers, and also increase the likelihood of customer-reported problems and diminished brand loyalty,” says Dr. Mei Songlin, vice president and managing director of JD Power China Operations. “Reducing problem incidence with these replaceable components may pay off in the long term by driving favorable perceptions toward vehicle dependability.”

    Among owners who indicate that they have experienced no problems with their vehicle, 30 percent say they “definitely will” recommend their vehicle to family and friends. In contrast, this proportion declines to 18 percent among owners who indicate experiencing more than one problem.

    The 2012 China Vehicle Dependability Study is based on evaluations from 14,127 owners of vehicles purchased between June 2009 and August 2010 and includes 147 models from 54 different brands. The study was fielded between June and September 2012 in 37 cities across China.

    JD Power and Associates’ benchmark studies evaluate products and services based on customer feedback on their experiences to help businesses make informed decisions about product and service improvements. The research is conducted through an entirely independent process that is funded by JD Power, which is key to the company’s independence and unbiased position. Study results are based solely on the opinions of customers. The opinion of JD Power is not included in the study results.

    The China Vehicle Dependability Study (VDS) is one of the customer-based benchmark studies conducted by JD Power Asia Pacific in China for the automotive industry. Other 2012 automotive studies conducted by JD Power Asia Pacific include:

    • The China New-Vehicle Intender Study (NVIS), which examines pre-purchase perceptions and considerations, was released in June.
    • The China Customer Service Index (CSI) Study, which examines satisfaction with the after-sales service experience among vehicle owners between 12 and 24 months of ownership, was released in July.
    • The China Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process, was released in August.
    • The China Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to six months of ownership, was released in October.
    • The China Original Equipment Tire Satisfaction Index Study (OE-TSI), which measures satisfaction among original equipment tire owners during the first 12 to 24 months of ownership, was released in November.
    • The China Automotive Performance, Execution and Layout (APEAL) Study, which measures what excites and delights owners about their new vehicle’s performance and design during the first two to six months of ownership, was released in late November.
    [1] In 2012, ownership criteria for inclusion in the Vehicle Dependability Study has been revised to include vehicles owned between 25 and 36 months. Previous years included models owned between 13-36 months. In order to accurately compare 2012 results to previous years, the PP100 scores from 2010 and 2011 have been filtered to reflect only those vehicles owned between 25-36 months. The vehicles from the 2010 and 2011 studies owned between 13-24 months are not included in the overall PP100 scores for the 2012 study.
    [2] This excludes frequently replaced wear items such as brake pads, tires and wiper blades.

    About JD Power Asia Pacific

    JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    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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  • 2012 Thailand APEAL Study

    Overall New-Vehicle Appeal Improves Considerably in Thailand from 2011

    1970-01-01

    jdp-root

    BANGKOK: 21 December 2012 — As many new models have been launched this year in Thailand, overall new-vehicle appeal has improved considerably from 2011, according to the JD Power Asia Pacific 2012 Thailand Automotive Performance, Execution and Layout (APEAL) StudySM released today.

    Now in its 10th year, the APEAL Study is an owner-reported measure of what gratifies owners in Thailand about their new vehicle’s performance and design during the first two to six months of ownership. The study examines nearly 100 attributes in 10 vehicle categories: exterior; interior; storage and space; audio/ entertainment/ navigation; seats; HVAC; driving dynamics; engine/ transmission; visibility and driving safety; and fuel economy. APEAL Study performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

    In 2012, the overall average APEAL Study index score is 916, a 32-point increase from 2011. Satisfaction has improved across all 10 vehicle categories, most particularly in audio/ entertainment/ navigation (+40 points). The vehicle exterior has the highest overall satisfaction score (929) and also is the factor most critical to satisfaction across all vehicle segments.

    “One-third of the vehicles included in the study are new-model launches, and Thai customers are excited with the wide range of new model options offered to them,” said Loic Pean, senior manager at JD Power Asia Pacific, Thailand. “The exterior design and appearance of vehicles is increasingly important and consumers–especially passenger-car owners–are particularly sensitive to the front-end styling, as well as details such as the sound of doors when closing.”

    The study also finds that 80 percent of new-vehicle owners who say they are “delighted” with the overall attractiveness of their vehicle (providing a rating of 10 on a 10-point scale) would definitely recommend their model to family and friends. However, only 53 percent of owners who are “indifferent” or “disappointed” with the overall attractiveness of their vehicle (ratings of 5 points or lower) say the same.

    “Owners of models performing well in APEAL also include higher advocacy intentions than do owners of competitor models that do not perform as well,” said Pean.  “Therefore, it is important for manufacturers to pursue their efforts in offering innovations that stimulate vehicle attractiveness.”

    Model Results by Segment

    Honda receives two segment awards. The Honda Jazz ranks highest in the entry midsize car segment with a score of 926. The Mazda2 Elegance (919) ranks second, followed closely by the Ford Fiesta (917).

    The Honda Civic (941) ranks highest in the midsize car segment. The Toyota Prius ranks second with 937, followed by the Mazda3 (931).

    In the compact car segment, the Mitsubishi Mirage ranks highest with a score of 922, followed by the Suzuki Swift Eco (909) and the Nissan March (900).

    The Toyota Fortuner (931) ranks highest among sport utility vehicles. The Chevrolet Captiva closely follows with a score of 929, and the Mitsubishi Pajero Sport (923) ranks third.

    In the pickup single cab segment, the Isuzu D-Max Spark ranks highest with a score of 905. The Mitsubishi Triton S-Cab ranks second with a score of 898, followed closely by the Toyota Hilux Vigo Champ S-Cab (896).

    In the pickup extended cab segment, the Chevrolet Colorado Z71 (937) ranks highest, followed by the Isuzu D-Max Hi-Lander (933) and the Toyota Hilux Vigo Champ Prerunner (929).

    In the pickup double cab segment, the Ford Ranger Hi-Rider (921) ranks highest, followed by the Isuzu D-Max Cab-4/ V-Cross 4-door and Isuzu D-Max Hi-Lander in a tie (915 each).

    The 2012 Thailand APEAL Study is based on evaluations from 4,622 owners who purchased a new vehicle between October 2011 and July 2012. The study includes 77 passenger car, pickup truck and utility vehicle models from 13 makes. The study was fielded between April and September 2012.

    About JD Power Asia Pacific

    JD Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding JD Power Asia Pacific and its products can be accessed through the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    Media Relations Contacts:

    XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [email protected]

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [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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  • December 2012 – Monthly Automotive Forecast

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

    1970-01-01

    jdp-root

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

    Retail Light-Vehicle Sales

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

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

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

    U.S. Retail SAAR–December 2011 to December 2012
    (in millions of units)

    Total Light-Vehicle Sales

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

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

    Sales Outlook

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

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

    North American Production

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

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

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

    [1] Figures cited for December 2012 are forecasted based on the first 13 selling days of the month.
    [2] The percentage change is adjusted based on the number of selling days in the month (26 days in December 2012 vs. 27 days in December 2011). 

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    About LMC Automotive

    LMC Automotive, formerly JD Power Automotive Forecasting, is the premier supplier of automotive forecasts and intelligence to an extensive client base of automotive manufacturer, component supplier, logistics and distribution companies, as well as financial and government institutions around the world. LMC’s global forecasting services encompass automotive sales, production and powertrain expertise, as well as advisory capability. LMC Automotive has offices in the United States, the UK, Germany, China and Thailand and is part of the Oxford, UK-based LMC group, the global leader in economic and business consultancy for the agribusiness sector. For more information please visit www.lmc-auto.com.

    Media Relations Contacts:

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Emmie Littlejohn; LMC Automotive; Troy, Mich.; (248) 817-2100; [email protected]

    Follow us on Twitter: @JDPower

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

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  • 2012 Call Center Certification–KARL STORZ

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

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    WESTLAKE VILLAGE, Calif.: 13 December 2012 — KARL STORZ Endoscopy-America, Inc. has been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by KARL STORZ’s service call center operations to provide “An Outstanding Customer Service Experience.”

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

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

    For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
     
    “Receiving the JD Power Call Center Certification is an honor for our company,” says Marian Favors, Director, Customer Support, KARL STORZ Endoscopy-America, Inc. “We have long focused on consistently delivering exceptional levels of service and offering a positive overall call center experience for each of our customers.”

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

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

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    Media Relations Contacts:

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

    Follow us on Twitter: @JDPower

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

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  • Call Center Certification–Freeman

    Freeman Call Centers Recognized for Providing An Outstanding Customer Service Experience

    2012-12-13

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    WESTLAKE VILLAGE, Calif.: 13 December 2012 — Freeman has been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by Freeman’s service call center operations to provide “An Outstanding Customer Service Experience.”

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

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

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

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

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

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    Media Relations Contacts:

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Susan MacLaughlin; Edelman on behalf of Freeman; Dallas, Texas; (214) 443-7597; [email protected]

    Follow us on Twitter: @JDPower

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

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  • 2012 Consumer Financing Satisfaction Study

    The Consumer Auto Finance Servicing Experience Significantly Impacts Future Lender Selection, But Has Minimal Impact on Future Dealership Selection

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    WESTLAKE VILLAGE, Calif.: 13 December 2012 — There is a strong relationship between an exceptional vehicle loan or lease servicing experience and customer intent to use the same finance provider again, according to the JD Power and Associates 2012 Consumer Financing Satisfaction StudySM released today.

    The study also finds that there is a minimal relationship with the servicing experience and customer intent to use the same dealership for a future vehicle purchase or lease, whereas the in-dealership experience significantly impacts likelihood to return to the same dealer.  

    “A superior servicing experience translates into greater lender consideration for future business,” said Lisa Stimac, account director automotive finance at JD Power and Associates.  “While a similar relationship does not exist with respect to considering the same dealership, finance providers may still influence dealer consideration by ensuring efficient approval processes and knowledgeable staff.”   

    “Most consumers just want the vehicle-buying process to be simple. Financing is a tough area to simplify, but by providing seamless, fast service throughout the loan or lease period, financing providers increase their chances of being re-selected and building brand loyalty.”

    Many of the best practices in auto finance servicing are related to problem prevention. These practices include providing service alerts; reminding customers of a payment or confirming when a payment has been made; providing accurate and informative billing information; and offering alternative, easy-to-use methods for reviewing account information.  

     “Addressing and resolving problems that do occur serve the dual purpose of increasing customer satisfaction and minimizing the number of interactions with the lender, which takes time and resources,” said Stimac. “Of course, when a customer experiences a problem, resolving it quickly and efficiently is critical to recover the lost goodwill from problems in the first place.”

    The study measures customer satisfaction in four key factors of the new-vehicle financing experience: billing and payment; interest rate/monthly payment; website; and phone contact. The study is conducted across four consumer vehicle financing segments: mass market loan; mass market lease; luxury loan; and luxury lease.

    Consumer Financing Segment Rankings

    Mass Market Loan Segment: Volkswagen Credit (865) ranks highest, performing particularly well in billing and payment as well as interest rate/monthly payment, followed by Mazda Capital Services (844) and Honda Financial Services (843).

    Mass Market Lease Segment: Ford Credit (827) ranks highest in the segment and performs particularly well in all factors, followed by Volkswagen Credit (816) and Honda Financial Services (802).

    Luxury Loan Segment: Mercedes-Benz Financial Services ranks highest with a score of 853 (on a 1,000-point scale) and performs particularly well in phone contact, followed closely by Acura Financial Services with a score of 852. BMW Financial Services ranks third with a score 848.

    Luxury Lease Segment: Lincoln Automotive Financial Services ranks highest with a score of 826 and performs particularly well in all factors. Following in the rankings are Lexus Financial Services (808) and Mercedes-Benz Financial Services (806).

    The 2012 Consumer Financing Satisfaction Study is based on responses from 11,259 new-vehicle purchasers or lessees who completed a vehicle loan or lease transaction between June 2011 and May 2012. The study was fielded between August and October 2012.

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    Media Relations Contacts:

    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
     

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  • 2012 Online Flower Retailer Satisfaction Report

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

    1970-01-01

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

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

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

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

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

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

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

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

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

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

    Online Flower Retailer Satisfaction Rankings

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

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

    1JD Power and Associates 2012 Online Apparel Retailer Satisfaction ReportSM  
    2JD Power and Associates 2012 Online Shoe Retailer Satisfaction ReportSM  

    About JD Power and Associates

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

    About The McGraw-Hill Companies

    McGraw-Hill announced on September 12, 2011, its intention to separate into two companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, JD Power and Associates and Platts, a leader in commodities information. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

    Media Relations Contacts:

    John Tews; JD Power and Associates; Troy, Mich.; (248) 680-6218; [email protected]
    Syvetril Perryman; JD Power and Associates; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

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

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