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  • 2013 U.S. Dealer Financing Satisfaction Study

    Overall Satisfaction with Dealer Financing Increases; Lenders’ Strong Support Continues to Fuel Auto Industry’s Sales Increases

    1970-01-01

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    WESTLAKE VILLAGE, Calif.: 30 July 2013 — Dealer satisfaction has increased in all finance provider areas for the second consecutive year, with product offering contributing to increases in satisfaction, according to the JD Power 2013 U.S. Dealer Financing Satisfaction StudySM released today.

    The study examines dealer satisfaction with lenders in four finance areas: prime retail credit; sub-prime retail credit1; retail leasing; and floor planning. Satisfaction is measured across three factors in the prime and sub-prime retail credit areas: finance provider offering; application/approval process; and sales representative relationship. Four factors are measured in the retail leasing area: finance provider offering; application/approval process; sales representative relationship; and vehicle return process. Three factors are measured in the floor planning area: finance provider credit line offering; floor plan support; and floor plan portfolio management.

    Overall dealer satisfaction with prime retail credit lenders is 890 on a 1,000-point scale, an increase of 5 points from 2012, and retail leasing satisfaction is 896, up 5 points from 2012. Floor planning satisfaction has increased the most among the three award-eligible lending areas—an increase of 11 points from 2012 to 924 in 2013.

    Increasing industry adoption rates of such process innovations as eContracting combined with improvements to dealer support and a solid product offering have contributed to satisfaction increases. The study finds that 30 percent of lenders offer dealers such options with 39 percent of dealers that are using these options indicating they will give more business to their eContracting lender.  

    “In addition to more improved services, competition and new entrants into the market provide dealers with more choices and product innovations,” said Michael Buckingham, senior director of the auto finance practice at JD Power. “This combination also creates a highly competitive marketplace for dealers to select their finance provider and increase vehicle sales.”  

    Although satisfaction in the auto financing industry is improving, the study finds the following three best practices separate the lenders with average satisfaction scores from those with high scores: 

    • Sales representative excellence: To dealers, the sales representative is the most important touch point with a lender. Sales reps must have the knowledge and tools to teach and train dealers on the various finance product offerings.
    • Organizational speed and efficiency: Building processes and an infrastructure that provide fast underwriting for all retail products, as well as fast funding of retail products and floor planning, is mission critical. 
    • Service excellence: Dealers support lenders that have personnel who are knowledgeable, friendly and customer focused.

    “Indirect auto finance lending is a relationship business between dealer and lender,” said Buckingham. “A customer-focused staff is a cornerstone for success.”

    DEALER FINANCING SATISFACTION RANKINGS

    Prime Retail Credit

    Alphera Financial Services ranks highest among prime retail credit lenders, with a score of 970. Following in the rankings are BMW Financial Services (965) and Mercedes-Benz Financial Services (953).

    Retail Leasing

    BMW Financial Services ranks highest among lenders in the retail leasing area for a second consecutive year, with a score of 958. Following in the rankings are Mercedes-Benz Financial Services (954) and Ford Credit (929).

    Floor Planning

    Mercedes-Benz Financial Services ranks highest among floor planning lenders for a third consecutive year, with a score of 971. Following in the rankings are BMW Financial Services (966) and Ford Credit (948). 

    The 2013 U.S. Dealer Financing Satisfaction Study is based on responses from 3,962 dealers who were surveyed between March and April 2013.

    [1] Sub-prime retail credit is included in the study, but is not eligible for an award.

    About JD Power

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

    About McGraw Hill Financial

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

    Media Relations Contacts

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

    Follow us on Twitter: @JDPower

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

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  • 2013 Canadian Auto Claims Satisfaction Study

    Auto Insurance Claims Make or Break the Customer Relationship with Their Insurance Provider

    2013-07-29

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    TORONTO: 29 July 2013 — How well auto insurance providers handle claims may make or break the relationship with their customers, according to the JD Power 2013 Canadian Auto Claims Satisfaction StudySM released today.

    The inaugural study measures customer satisfaction with the claims experience for auto physical damage loss. Depending on the complexity of the claim, a claimant may experience some or all of the following factors that are measured in the study: first notice of loss; service interaction; appraisal; repair process; rental experience; and settlement. Settlement is the most important factor of overall satisfaction among both total loss and repair claimants.

    Although settlement is the most important factor, the first notice of loss (FNOL)—the first phone call a customer makes to their insurance provider after they have been in a vehicle accident or experienced damage to their car—sets the tone for the rest of the claims process.  The first phone call averages 18 minutes, according to the study.

    “The first call to notify the provider of the damage is critical to customer satisfaction with the entire claims process,” said Jeremy Bowler, senior director of the insurance practice at JD Power. “If that initial call goes well, odds are good that the claims process will go well and also bodes well for the long-term relationship with the customer.”

    Bowler notes that anyone involved in an accident or who experiences damage to their vehicle should contact their insurer or agent as soon as possible after the incident, even if the damage is not their fault.  Before calling their provider, it’s a good idea to write down any questions regarding the claim and keep notes on the answers received. 

    The study finds that claimants who receive an explanation during the first call with their provider of what to expect during the claims process are significantly more satisfied than are claimants who do not receive this explanation. While a majority (87%) of claimants receive an explanation, overall satisfaction declines by a substantial 169 index points, on average, when claimants don’t receive an explanation of the process.

    Additionally, overall satisfaction is higher when insurers are able to answer all claimant questions during the first call than when they are not able to answer all questions.  Satisfaction among claimants who have all of their questions answered during the first call averages 810, compared with an average of 651 among claimants who do not get all of their questions answered during this call.

    “Filing a claim can be a stressful situation, so it’s easy to forget to ask key questions or get confused about the information the insurer provides during the call,” said Bowler. “Keeping good records of all calls regarding the incident is helpful for reference later in the claims process, if necessary. It is also advisable for claimants to take pictures of the vehicle damage for their records.”

    The settlement process focuses on identifying the expenses the insurance company will cover, including damage to the vehicle, the facility where repairs will be made, and, if needed, a tow truck and rental car.  Managing claimants’ expectations regarding the settlement—and avoiding surprises—is critical to a satisfying settlement experience.  The study finds that, overall, 90 percent of claimants are satisfied with the settlement—which is the largest contributor to overall satisfaction with the claims process.  However, when expectations are not met, settlement satisfaction declines dramatically, by more than 250 index points, on average. 

    “Communication between the provider and the claimant is critical during the settlement phase,” said Bowler. “The claimant wants to know what is and isn’t covered by their policy, the extent of the damage to the vehicle, and how and when it will be repaired or replaced. It’s really about setting claimants’ expectations and then meeting them.”   

    While claimants are most satisfied with the repair process, which averages 805 index points, satisfaction with the appraisal process—when the vehicle’s damages are assessed by a representative of the insurer—is lower than for any other factor in the study. 

    “Insurance is a product people buy because they have to, but hope they never need to use,” said Bowler.  “They really see the value of their investment if they need to file a claim.  If the appraisal of damages comes in lower than what they expect, they are naturally going to be disappointed.”

    Regional Findings

    Overall customer satisfaction with the auto claims experience in among Canadian provinces included in the study averages 787. Satisfaction varies greatly by province, ranging from a high of 840 in Quebec to a low of 753 in Manitoba.  Among other provinces, Ontario averages 800; Alberta 770; British Columbia 767; and Saskatchewan 760.

    Provider Results

    Among the eight rank-eligible insurance providers included in the study, RBC Insurance ranks highest in overall customer satisfaction with the claims process with an index score of 815.  RBC Insurance performs particularly well in the first notice of loss and settlement factors.

    Intact Insurance ranks second with 806, followed by Aviva Insurance (803), State Farm (802) and TD Insurance (796).

    Making the Auto Insurance Claims Process Smoother and Easier 

    JD Power offers the following tips to auto insurance customers when filing a claim: 

    • Call the police for any auto accident that results in more than minor damage to the vehicle (more than $500 is a suggested amount).

    • Take down the names and addresses of individuals involved; the accident location; the make, model and plate number of the vehicle(s); names and contact information of any witnesses; and make note of any injuries sustained. 

    • Ask the police to file an accident report, or at least an incident report, so that there is a record to provide to your insurance company.

    • Always get a copy of the police report if you are involved in a multiple-vehicle accident.

    • Contact your insurer or agent as soon as possible after the incident, even if the other party is at fault. This will allow your insurer to be better able to protect your interests.  

    • If possible, contact your insurer or agent from the location where the incident occurred.

    • Take photos of damage to your vehicle using a device such as a cell phone or tablet or a regular camera.

    • Keep records of all calls regarding the incident. 

    • If you have questions about the insurance adjustor’s appraisal, contact your insurer or agent directly.

    The 2013 Canadian Auto Claims Satisfaction Study is based on responses from 2,458 auto insurance customers in Canada who settled an auto insurance claim within the past 18 months. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who filed a roadside assistance claim only. The study was fielded between April and June 2013.

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), 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, 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:

    Gal Wilder; Cohn & Wolfe; Toronto, Canada; (647) 259-3261; [email protected]
    Beth Daniher; Cohn & Wolfe; Toronto, Canada; (647) 259-3279; [email protected]
    John Tews; JD Power; 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. www.jdpower.com/corporate

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  • 2013 Manufacturer Website Evaluation Study (MWES)—Wave1

    Striking a Balance Between Desktop and Tablet Experiences Drives Auto Manufacturers to Improve Website Functionality

    2013-07-24

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    WESTLAKE VILLAGE, Calif.: 24 July 2013–As  tablet adoption continues to increase, automotive manufacturers strive to provide a satisfying website experience for both desktop and tablet users by improving functionality for both devices, according to the JD Power 2013 Manufacturer Website Evaluation StudySM (MWES)–Wave 2 released today.

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

    According to the study, tablet ownership increases 145 percent among new-vehicle shoppers, a substantial increase to 49 percent in 2013 Wave 2 from 20 percent in 2012 Wave 1. Overall satisfaction among tablet users remains stable at 815 (on a 1,000-point scale) in 2013 Wave 2, compared with 818 in Wave 1. Overall satisfaction among desktop users is 823. Notably, satisfaction among tablet users is lower than among desktop users in two key measures: navigation (804 vs. 817, respectively) and speed (812 vs. 831, respectively). These substantial differences are the  result of most manufacturer websites being designed for a desktop.  

    While it is possible to navigate many desktop-optimized websites on a tablet, navigation and website functionality may not be fully optimized for tablet navigational behaviors. Therefore, manufacturers continue to refine functionality to meet the needs of both desktop and tablet users. Considering the varying screen sizes among desktops and tablets, a critical challenge for manufacturers is finding the right balance to accommodate both desktop users and the growing population of tablet users.

    Manufacturers have wrestled with how to accommodate tablet users on their sites. Some websites direct tablet users to their mobile website instead of the desktop site. However, this practice may be problematic due to the reduced amount of content generally available on a mobile site. Most manufacturers currently rely on one of three strategies to accommodate tablet users: 1) send users to their desktop site; 2) send users to a separate site designed for tablets; or 3) offer a responsive design website that accommodates desktop, tablet and mobile users. Responsive design, which automatically modifies websites to
    accommodate any device and screen size, has gained popularity across many non-automotive websites
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    with some manufacturers having made the transition to this format.

    “Launching a responsive design website requires a big commitment, requiring a major overhaul of the site, including extensive development time and cost by manufacturers. The resulting benefit, however, is that it provides a consistent user experience regardless of the screen size or device,” said Arianne Walker, senior director of media and marketing solutions at JD Power. “There is definitely positive movement with the adoption of responsive design websites in the automotive industry. For example, during the study fielding period, Lexus’s responsive design website was already active and Mercedes-Benz introduced responsive design on one of its model pages. This is not just a trend in automotive, it is being deployed by businesses in other industries, including global quick-service coffee chains, consumer and enterprise software manufacturers and newspapers. JD Power believes this approach may be one good solution to address the challenge of accommodating device proliferation.”

    Study Rankings
    Acura and Porsche (in a tie at 853 each) rank highest in overall satisfaction. Dodge (851) ranks third, followed by Infiniti and Jaguar (848 each). Overall satisfaction with automotive brand websites averages 823.
     
    The 2013 Manufacturer Website Evaluation Study–Wave 2 is based on responses from 10,196 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded May 8, 2013, through May 22, 2013.

    About JD Power
    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake
    Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

    About McGraw Hill Financial
    McGraw Hill Financial, 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, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at http://www.mhfi.com.

    JD Power Media Relations Contacts
    John Tews; Troy, Mich.; 248-680-6218; [email protected]
    Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]

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

    Follow us on Twitter @jdpower

     

  • 2013 Japan Auto Insurance Claims Satisfaction Study

    Increasing Satisfaction with Auto Insurance Company Call Centers Increases Renewal Intention

    2013-07-24

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    TOKYO: 24 July 2013 — Customer satisfaction with insurance company call centers greatly influences insurance policy renewal intentions, according to the JD Power Asia Pacific 2013 Japan Auto Insurance Claims Satisfaction Study,SM released today.

    The study examines satisfaction with the claims response of auto insurance (voluntary insurance) companies among customers who have submitted an accident claim to their insurer within the past two years. Customer satisfaction is determined by examining six factors (in order of importance): settlement; first notice of loss; service interaction (which measures interaction with the service representative from the time of the accident report to settlement); appraisal; service interaction; and rental car experience. Overall satisfaction scores are based on a 1,000-point scale. 

    The study segments insurance companies based on their primary selling methods: agency-type insurers and direct-type insurers. Agency-type insurers primarily sell policies and interact with customers through insurance agencies, such as specialized agencies or automobile dealerships. Direct-type insurance companies sell policies and interact with customers directly, principally via the Internet or phone.

    Overall, 60 percent of customers use a call center as their point of contact for reporting accidents. By insurance type, 93 percent of customers of direct insurers use a call center, while 45 percent of customers of agency insurers use a call center and 44 percent use the insurance agency through which they purchased their policy. Call centers play an important role for insurance companies as the initial point of contact for customers reporting an accident.

    The study finds a large satisfaction gap of 72 points between customers who contact a call center (694) and customers who contact their agency directly (766). The gap is attributable not only to customer familiarity with their insurance agency, but also to differences in service quality between call centers and agencies. For instance, while 19 percent of customers who phoned a call center indicate that their call was transferred, this declines to only 7 percent of those who phoned their agency. Satisfaction is nearly 100 points higher when customers are contacted by a representative less than an hour after the first notice of loss than when customers wait an hour or longer to be contacted. Only 29 percent of customers who contacted a call center to report an accident indicate that they were contacted within one hour, compared with 48 percent of those who contacted their agency.

    “Satisfaction with call centers has a significant impact on policy renewal intentions,” said Chie Numanami, manager, JD Power Asia Pacific. “Emphasis on prompt service by call centers is an important element in retaining customers among direct-type insurers, which mainly use call centers, and for agency-type insurers, which receive accident reports through agencies and call centers.”

    AIU ranks highest in overall satisfaction with the claims response for a fifth consecutive year, with a score of 776–an improvement of 21 points from 2012. AIU performs particularly well across all six factors and achieves particularly high scores for the service interaction and settlement factors. E.design Insurance follows in the rankings, performing well in the settlement factor. Nissin Fire and Marine Insurance ranks third and performs well in the first notice of loss and appraisal factors.

    The 2013 Japan Auto Insurance Claims Satisfaction Study is based on responses of 7,055 auto insurance customers who submitted an accident claim to their insurance company within the past two years (including those who switched insurance companies after their accident and now have a policy with another insurer). The online study was fielded in May 2013.

    The 2013 Japan Auto Insurance Claims Satisfaction Study follows the release of two related studies that examine satisfaction among auto insurance customers in Japan: 

    The 2013 Japan Auto Insurance Shopping Satisfaction Study measures satisfaction among customers who recently purchased auto insurance, including new policyholders; customers who purchased their most recent auto insurance (voluntary insurance) for the first time; and those who switched from other insurance companies.

     The 2013 Japan Auto Insurance Satisfaction Study measures the overall satisfaction of customers with the insurance company during their auto insurance policy term, including policy offerings and insurance company and agency response at the time of various procedures and inquiries.

    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

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

    About McGraw Hill Financial

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

    Follow us on Twitter: @JDPower

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

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  • 2013 U.S. Automotive Performance, Execution and Layout (APEAL) Study

    Appealing Vehicles are Critical to Automakers’ Success as They Sell Faster, Command Higher Prices and Lead to Higher Customer Loyalty

    2013-07-24

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    WESTLAKE VILLAGE, Calif.: 24 July 2013 — The most appealing vehicles tend to remain on dealer lots for shorter periods, command higher transaction prices, and are more likely to create owner loyalty when they are ultimately traded-in, according to the JD Power 2013 U.S. Automotive Performance, Execution and Layout (APEAL) StudySM released today.

    The APEAL Study, which serves as the industry benchmark for new-vehicle appeal, has been completely redesigned for 2013. The study, now in its 18th year, has been updated to better measure the appeal of today’s vehicles, particularly with respect to the new technologies and features now being offered. Owners evaluate their vehicle across 77 attributes, which roll up into an overall APEAL score on a 1,000-point scale.

    The study finds that manufacturers are able to charge more for vehicles with higher APEAL. Owners of vehicles with an APEAL score of 100 points or higher than the segment average typically spend at least $1,800 more on their new vehicle than do owners of vehicles with a score of at least 100 points lower than the segment average.

    Similarly, vehicles with APEAL scores at least 100 points higher than the segment average remain on dealer lots an average of three days less than vehicles with scores at least 100 points below the segment average.

    “Appealing vehicles are simply good news for both consumers and automakers,” said David Sargent, vice president of global automotive at JD Power. “Even within the same vehicle segment, consumers are willing to spend substantially more on vehicles that they find attractive, provide the performance and utility they are looking for and have well-executed interiors. These vehicles also sell more quickly.”

    Analyzing some of the results of previous years’ studies highlights the impact of APEAL on customer loyalty. Nearly two-thirds (64%) of owners whose vehicle achieved an APEAL score at least 100 points above the segment average repurchase the same brand the next time they shop for a new vehicle, compared with just 55 percent of those whose vehicle scored at least 100 points below the segment average.

    “One percentage point of loyalty is worth tens or even hundreds of millions of dollars to automakers,” said Sargent. “These companies are fighting for every last customer, and it is clear that appealing products remain the key to achieving this.”

    2013 APEAL Ranking Highlights

    Volkswagen Group receives the highest number of segment awards of all corporations included in the study for the Audi allroad, Porsche Boxster, Porsche Cayenne, Volkswagen GTI and Volkswagen Passat.

    Chevrolet receives the highest number of segment awards of any brand for the Avalanche, Sonic and Volt models, all of which also received awards in 2012.

    Ford and Nissan brands each receive two model awards: Ford, for the F-250/F-350 Super Duty and Mustang; Nissan, for the Armada and Murano.

    Also receiving awards are the BMW 5 Series; Buick Encore; Dodge Charger; Fiat 500; Honda Odyssey; Kia Soul; Land Rover Range Rover; Lexus LS; Lincoln MKZ; Mazda CX-5; and Mercedes-Benz SL-Class.

    The Land Rover Range Rover achieves the highest APEAL score of any model in the industry in 2013, which marks the first time a model outside the large premium car segment has done so.

    Porsche is the highest-ranked nameplate for a ninth consecutive year. Ram is the highest-ranked non-premium nameplate.

    JD Power offers the following tips to consumers when purchasing a new vehicle:

    • Have realistic expectations about the fuel economy of your vehicle, and remember that the city/highway/combined mileage ranges listed on the window sticker are merely estimates provided by the EPA. Your actual miles per gallon will vary due to many factors, including weather conditions, driving style, tire inflation and the overall condition of your vehicle.
    • Before you buy, ask your salesperson to demonstrate all of the audio/communication/ entertainment/navigation features on the vehicle. In particular, ensure the voice recognition system (if available) responds accurately to your commands. Also, have the salesperson assist you in pairing and connecting your wireless devices to the vehicle’s audio and communication system.
    • Although exterior styling is an important part of a new vehicle’s appeal for many consumers, consider all aspects of a vehicle to ensure it meets your needs. You want to enjoy your vehicle ownership for many years, not just for a few months.

    The APEAL Study examines how gratifying a new vehicle is to own and drive, based on owner evaluations of 77 vehicle attributes. The study is used extensively by manufacturers worldwide to help them design and develop more appealing vehicles and by consumers to help them in their purchase decisions. The 2013 APEAL Study is based on responses gathered between February and May 2013 from more than 83,000 purchasers and lessees of new 2013 model-year cars and light trucks who were surveyed after the first 90 days of ownership. The APEAL Study complements the Initial Quality Study (IQS), which focuses on problems experienced by owners during the first 90 days of ownership.

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial, 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, McGraw-Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at http://www.mhfi.com.

    JD Power Media Relations Contacts

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

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

    Follow us on Twitter @jdpower

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  • 2013 North America Hotel Guest Satisfaction Index Study

    Following Two Years of Declines, Hotel Guest Satisfaction Increases to a Seven-Year High

    2013-07-24

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    WESTLAKE VILLAGE, Calif.: 24 July 2013 — Following two years of declines, hotel guest satisfaction has  increased significantly, reaching its highest levels in the past seven years, according to the JD Power 2013 North America Hotel Guest Satisfaction Index StudySM released today. 

    The study, now in its 17th year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; midscale full service; midscale; economy/budget; upper extended stay; and extended stay. Seven key factors are examined within each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.[1]

    Key Findings

    • Overall guest satisfaction has improved to 777, up 20 points from 2012.
    • This marks the highest satisfaction index score for the hotel industry since the introduction of the current study methodology in 2006.
    • The number of interactions a guest has with the hotel staff may have a significant impact on overall satisfaction.

    Overall guest satisfaction averages 777 on a 1,000-point scale, up 20 points from 2012. This marks the highest satisfaction index score for the hotel industry since the introduction of the current study methodology in 2006. Satisfaction has increased in all seven factors, with the largest increases in reservation, cost and fees, and check-in/check-out.

    “The fact that guest satisfaction has turned a corner is great news for an industry that has struggled to sufficiently meet guest expectations in the past few years,” said Rick Garlick, global travel and hospitality practice lead at JD Power. “Many hotel chains are finally benefitting from the long-term investments they have been making to improve their properties in terms of staffing, rooms and facilities. Furthermore, cost and fees satisfaction has increased while the factor has simultaneously declined in relative importance to overall satisfaction across all segments, indicating reduced price sensitivity among guests. These are all positive changes for the industry.”
    The study finds that the number of interactions guests have with the hotel staff may have a significant  impact on satisfaction. Overall satisfaction is highest among guests who interact with four or more staff types, excluding the check-in staff, at 856, which is 79 points higher than industry average. Satisfaction drops to 724 when guests have no other interactions with staff types beyond check-in—53 points below industry average.
    “As hoteliers experiment with automated methods of check-in and check-out that tend to reduce the number of human touch points, it is important that they use the additional staff time gained to offer a warmer, more personalized experience for their guests,” said Ramez Faza, senior manager of the global travel and hospitality practice at JD Power. “Hotels should never underestimate the power of the human element. Whether it’s assisting a guest with a special request or a friendly greeting from staff members in the hallway, the people aspect plays a key role in guest satisfaction and loyalty.” 
    The following hotel brands rank highest in guest satisfaction in their respective segments:
    • Luxury: The Ritz-Carlton (for a fourth consecutive year)
    • Upper Upscale: Kimpton Hotels
    • Upscale: Hyatt Place
    • Midscale Full Service: Holiday Inn (for a third consecutive year)
    • Midscale: Drury Hotels (for an eighth consecutive year[2]
    • Economy/Budget: Microtel Inn & Suites by Wyndham
    • Upper Extended Stay: Homewood Suites[3]
    • Extended Stay: TownePlace Suites
    While Internet usage during a hotel stay continues to steadily increase, it remains the top problem experienced by guests. Among guests who experienced a problem during their hotel stay, 31 percent had an issue with their Internet service in terms of connection and/or speed. Interestingly, overall satisfaction among guests who experienced difficulties connecting to the Internet is 133 points lower than among those who did not have problems, whether Internet access was included in the room rate or not.
    The study also finds that when guests choose a hotel primarily because of price, satisfaction is significantly lower than when they choose a hotel based on other criteria. Among the most satisfied guests overall are the 7 percent categorized in the study as scrutinizers—or those who seek out information through online hotel review sites and use it as the basis for their booking—at 114 points above industry average.
    “In many cases, hotel review sites play a key role in influencing guests to select one property over another, making them a powerful tool,” said Garlick. “Before these sites became mainstream, guests tended to choose a property based on price, previous experiences or location. But now, armed with so much more detailed information from fellow travelers, guests can make more informed choices that ultimately result in more realistic expectations about the property. This can go a long way toward satisfaction with their stay.”
    For hotel guests, JD Power offers the following tips: 
    • Make the hotel work for you. Contact the property ahead of time and ask for suggestions for things to do; have them book restaurant reservations; and get all the directions you need before you arrive.
    • If you are a frequent guest of a particular hotel, know the name of the front office manager and communicate to them ahead of your arrival to ensure they are aware of your visit. Loyalty still goes a long way in the hotel business.
    • If you have special requests, call the hotel directly, talk to the front office manager, or email them with your needs. They are usually willing to work with you when given ample time. Don’t wait until you arrive to make complicated requests.
    • Don’t assume all hotels are alike. Take advantage of all the information available to make an informed choice. If you know what you are getting ahead of time, you are less likely to be disappointed with your stay.

    The 2013 North America Hotel Guest Satisfaction Index Study is based on responses gathered between July 2012 and May 2013 from more than 68,700 guests from Canada and the United States who stayed in a hotel in North America between June 2012 and May 2013.

    [1]The food and beverage factor is not included in the upper extended stay segment.

    [2]This segment was previously called Midscale Limited Service. 
    [3]The Upper Extended Stay segment is new to the study in 2013. Homewood Suites previously ranked highest in the Extended Stay segment.

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), 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, 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

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

    John Tews; 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. www.jdpower.com/corporate

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  • 2013 Manufacturer Website Evaluation Study (MWES)—Wave 2

    Striking a Balance Between Desktop and Tablet Experiences Drives Auto Manufacturers to Improve Website Functionality

    2013-07-24

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    WESTLAKE VILLAGE, Calif.: 24 July 2013 — As  tablet adoption continues to increase, automotive manufacturers strive to provide a satisfying website experience for both desktop and tablet users by improving functionality for both devices, according to the JD Power 2013 Manufacturer Website Evaluation StudySM (MWES)—Wave 2 released today.

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

    According to the study, tablet ownership increases 145 percent among new-vehicle shoppers, a substantial increase to 49 percent in 2013 Wave 2 from 20 percent in 2012 Wave 1. Overall satisfaction among tablet users remains stable at 815 (on a 1,000-point scale) in 2013 Wave 2, compared with 818 in Wave 1. Overall satisfaction among desktop users is 823. Notably, satisfaction among tablet users is lower than among desktop users in two key measures: navigation (804 vs. 817, respectively) and speed (812 vs. 831, respectively). These substantial differences are the  result of most manufacturer websites being designed for a desktop. 

    Key Findings

    • Tablet ownership increases 145 percent among new-vehicle shoppers in 2013 Wave 2 from 2012 Wave 1.
    • Some manufacturers have optimized their websites with responsive design, a technology which automatically modifies a website to accommodate any device and screen size.
    • Nearly two-thirds (63%) of desktop users find what they are seeking when using a manufacturer’s website search function.

    While it is possible to navigate many desktop-optimized websites on a tablet, navigation and website functionality may not be fully optimized for tablet navigational behaviors. Therefore, manufacturers continue to refine functionality to meet the needs of both desktop and tablet users. Considering the varying screen sizes among desktops and tablets, a critical challenge for manufacturers is finding the right balance to accommodate both desktop users and the growing population of tablet users.

    Manufacturers have wrestled with how to accommodate tablet users on their sites. Some websites direct tablet users to their mobile website instead of the desktop site. However, this practice may be problematic due to the reduced amount of content generally available on a mobile site. Most manufacturers currently rely on one of three strategies to accommodate tablet users: 1) send users to their desktop site; 2) send users to a separate site designed for tablets; or 3) offer a responsive design website that accommodates desktop, tablet and mobile users. Responsive design, which automatically modifies websites to accommodate any device and screen size, has gained popularity across many non-automotive websites with some manufacturers having made the transition to this format.

    “Launching a responsive design website requires a big commitment, requiring a major overhaul of the site, including extensive development time and cost by manufacturers. The resulting benefit, however, is that it provides a consistent user experience regardless of the screen size or device,” said Arianne Walker, senior director of media and marketing solutions at JD Power. “There is definitely positive movement with the adoption of responsive design websites in the automotive industry. For example, during the study fielding period, Lexus’s responsive design website was already active and Mercedes-Benz introduced responsive design on one of its model pages. This is not just a trend in automotive, it is being deployed by businesses in other industries, including global quick-service coffee chains, consumer and enterprise software manufacturers and newspapers. JD Power believes this approach may be one good solution to address the challenge of accommodating device proliferation.”

    Study Rankings

    Acura and Porsche (in a tie at 853 each) rank highest in overall satisfaction. Dodge (851) ranks third, followed by Infiniti and Jaguar (848 each). Overall satisfaction with automotive brand websites averages 823.
     
    The 2013 Manufacturer Website Evaluation Study—Wave 2 is based on responses from 10,196 new-vehicle shoppers who indicate they will be in the market for a new vehicle within the next 24 months. The study was fielded May 8, 2013, through May 22, 2013.

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), 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, 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]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

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

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  • 2013 Consumer Engagement Study

    Awareness and Participation in Electric Utility Offerings Increases Overall Satisfaction

    2013-07-23

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    WESTLAKE VILLAGE, Calif.: 23 July 2013 — While many electric utility companies provide programs to help their customers manage their energy costs, a large percentage of their customers are not aware of the programs available to them, according to the JD Power 2013 Consumer Engagement StudySM released today.
    The inaugural study measures the level of residential customers’ engagement with their electric utility’s programs, products and services, and is based on responses from customers of electric utilities throughout the United States and Canada. The study also provides electric utilities with insights regarding customer awareness, familiarity and usage of their utility’s programs, products and services; ease of enrollment and participation in these offerings; and the impact these offerings have on the overall customer experience.
    Data from the JD Power 2013 Electric Utility Residential Customer Satisfaction StudySM shows that overall satisfaction is highest among customers who participate in one or more of their electric utility’s offerings at 679 on a 1,000-point scale. Satisfaction declines to 642 among those who are aware of the offerings, but have chosen to not participate in them, and declines even further to 582 among those who are unaware of any offerings from their utility.  
    “Creating awareness and motivating customers to engage with new energy programs, products and services is a huge opportunity for utilities to improve customer satisfaction,” said Jeff Conklin, senior director of the energy utility practice at JD Power. “Customer satisfaction is higher when consumers are merely aware of programs, and then satisfaction increases substantially with each additional program a consumer joins.” 
    Customers were asked about their awareness of 29 various programs, products and services commonly offered by utilities. Study findings show that 19 percent of customers are not aware of any of the programs being offered by their utility provider. Electric utility company programs with the highest awareness rates are e-bill or electronic bill statements and payments (53%); in-home energy audit (28%); and awareness of rebates on Energy Star appliances (28%).
    Among customers who are familiar with their utility’s programs and services, the highest usage levels are for e-bill (43%); high-efficiency light bulb rebates/discounts (27%); and household electricity usage comparison tools (26%).
    Based on customer awareness, familiarity, and the impact of programs, the following are the most engaging programs offered by electric utilities:
    • E-bills
    • Level or equal pay plan
    • In-home energy audit
    • Rebates on Energy Star appliances
    • High-efficiency light bulb rebates/discounts
    The following brands perform particularly well in overall customer engagement: APS; Clark Public Utilities; Salt River Project; Seattle City Light; and SMUD. 
    “Only about a dozen utilities excel at offering a wide variety of options for their customers,” said Conklin. “While many other utilities do a good job, far too many utilities lag behind in engaging with their customers.”
    According to the study, 21 percent of customers indicate that their home is equipped with a smart meter, most frequently citing avoiding on-site meter readings; more accurate bills; the ability to track energy use online; and more control of home energy usage as benefits of the device. 
    The 2013 Consumer Engagement Study is based on more than 27,000 responses from residential customers of 131 electric utilities that represent many of the industry’s leading electric utility brands.  The study was fielded in April and May 2013.
     

    About JD Power

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), 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, 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]
    Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

    Follow us on Twitter: @JDPower

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

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  • JD Power Call Center Certification Program—The Hartford

    The Hartford’s Small Business Call Centers Recognized for Providing an Outstanding Customer Service Experience for a Second Consecutive Year

    2013-07-23

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    WESTLAKE VILLAGE, Calif.: 24 July 2013 — The Hartford has been recognized for customer satisfaction excellence for a second consecutive year for its small business insurance call center operations under the JD Power  Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by The Hartford’s Small Business 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 conducted a random survey of The Hartford’s customers who recently contacted its call centers in Charlotte, N.C.; New Hartford, N.Y.; and San Antonio, Tex. 


    “Congratulations to The Hartford Small Business team for demonstrating a commitment to providing an outstanding customer experience by achieving certification for two years in a row,” said Mark Miller, senior director at JD Power. 


    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 ‘ 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 pleased to receive the JD Power Certification award for a second consecutive year,” said Ray Sprague, senior vice president of Small Commercial insurance at The Hartford. “The Hartford is committed to delivering the best value to the more than one million business owners that we and our agents serve and this certification recognizes our efforts to provide a superior experience.”

     

    The Call Center Certification Program was launched by JD Power 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


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


    About McGraw Hill Financial


    McGraw Hill Financial (NYSE: MHFI), 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, 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]
    Heather Serignese; The Hartford; (860) 547-3301; [email protected]

    Follow us on Twitter: @JDPower

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


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  • 2013 Japan Investor Satisfaction Study

    Satisfaction with Investment Services of Banks and Securities Companies in Japan Shows Notable Improvements

    2013-07-20

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    TOKYO: 23 July 2013 — Overall investor satisfaction with the investment services of banks and securities companies has notably improved from 2012, according to the JD Power Asia Pacific 2013 Japan Investor Satisfaction StudySM released today.

    The study, now in its second year, measures investor satisfaction with investment firms in six factors: account offerings; account information; trading charges and fees; facilities; problem resolution; and interaction, which includes three sub-factors—advisor, online services and call center. Overall satisfaction scores are calculated on a 1,000-point scale. The study categorizes financial institutions into five segments based on their sales systems: full-service securities; self-directed securities; full-service national banks; self-directed banks; and full-service regional banks. 

    In 2013, 32 percent of individual investors indicate that they increased the amount of their investments in stocks, investment trusts and other instruments during the past year, a substantial increase of 14 percentage points from 2012. Investor assessment of the investment environment has also improved markedly as a result of the weakening yen and an uptick in stock prices since the end of 2012, with 29 percent of investors saying the current investment situation is “good” (15 percentage points higher than in 2012) and 45 percent saying the economic outlook for Japan is “good” (36 percentage points higher). Furthermore, overall satisfaction with banks and securities companies has improved considerably in all segments, increasing by between 9 and 22 points from in 2012. 

    “Although the upturn in market conditions is a major contributor to the improvement in satisfaction, there are also other contributing factors involved. For example, in the full-service securities segment, which shows the greatest improvement in overall satisfaction, securities company advisors are stepping up their sales approach and investment proposal activities, and are offering more proactive communication with customers,” said Ryutaro Nakao, manager at JD Power Asia Pacific, Tokyo. “At the same time, the gap in overall satisfaction scores has widened somewhat, especially among securities companies. Since overall satisfaction greatly influences the amount customers invest, their intention to continue using services and their intentions to recommend, the continuous bolstering of customer services is likely to be increasingly important for stable business expansion.”

    The study finds that the Nippon Individual Savings Account, or NISA (a small investment tax exemption system to be inaugurated in 2014), has already attracted the interest of individual investors. As of May 2013, when this study was fielded, 63 percent of investors indicate awareness of NISA and 50 percent indicate an intention to open NISA accounts. Both the awareness and intention to open an account are particularly high among investors who are 60 years and older. Although the rate of intention to open an account is high among men who are 30 years and younger and women 20 years and younger, awareness hasn’t yet reached comparable levels among these younger investors. Amid high expectations that NISA will increase the number of beginning investors, further marketing activities targeting younger investors is a key task for the industry.  

    “Because our research finds that the intention rates for opening accounts tend to be higher for bank and securities companies that achieve high satisfaction ratings from individual investors, the steady pursuit of investor satisfaction can have an important impact on the success or failure in the impending full-scale competition to secure NISA customers,” said Nakao.

    Overall Satisfaction Rankings by Segment

    Full-Service Securities Segment (five companies ranked)

    Nomura Securities ranks highest in investor satisfaction for a second consecutive year, performing particularly well in the advisor sub-factor. Following Nomura Securities in the rankings are Daiwa Securities and SMBC Nikko Securities, respectively, both with high scores in the online services sub-factor.

    Self-Directed Securities Segment (six companies ranked)

    SBI SECURITIES ranks highest in investor satisfaction for a second consecutive year, achieving the highest scores in account information and call center. Matsui Securities ranks second, moving up one position and achieving the largest year-over-year improvement in overall satisfaction in the segment. Matsui Securities performs particularly well in trading charges and fees. Monex ranks third, with high scores in account offerings and online services.

    Full-Service National Bank Segment (five banks ranked)

    Sumitomo Mitsui Banking Corporation ranks highest in investor satisfaction for a second consecutive year, achieving the highest scores in account offerings and account information. Mizuho Bank and Resona Bank rank second in a tie. Mizuho Bank posts a high score in account offerings, and Resona Bank earns high scores in facilities and trading charges and fees. 

    Self-Directed Bank Segment (seven banks ranked)

    SBI Sumishin Net Bank ranks highest in satisfaction for a second consecutive year, achieving a notably high score in trading charges and fees and also performing well in online services and account information. Sony Bank ranks second with strong scores across all factors, particularly in the call center sub-factor, followed by Jibun Bank, with a high score in online services. 

    Full-Service Regional Bank Segment (30 banks ranked)

    Tokyo Star Bank ranks highest in this segment and achieves the highest scores in account offerings and trading charges and fees. Suruga Bank follows in the ranking, performing well in account information and online services. Minato Bank ranks third, with a high score in account offerings. 

    The 2013 Japan Investor Satisfaction Study is based on responses from 17,941 individual investors in Japan 18 years and older who have used investment services—such as investment trusts, stocks, foreign currency deposits and foreign exchange—at private banks and securities companies during the past 12 months. The study was fielded in May 2013.

    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

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

    About McGraw Hill Financial

    McGraw Hill Financial (NYSE: MHFI), 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, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.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. www.jdpower.com/corporate

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