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  • 2013 Appliance Retailer Satisfaction Study

    Appliance Retailers Need to Provide an Outstanding End-to-End Experience for Customers in Competitive Marketplace

    2013-08-07

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    WESTLAKE VILLAGE, Calif.: 7 August 2013 — Appliance retailers need more than just a large selection of appliances or the best prices to satisfy their customers, according to the JD Power 2013 Appliance Retailer Satisfaction StudySM released today. 
    The study, now in its sixth year, measures customer satisfaction with the largest appliance retailers based on performance in six factors: sales staff and service; store facility; merchandise; price; delivery service; and installation service. The study finds that in a very competitive market, appliance retailers not only need to price match and carry a wide variety of appliance brands and models.
    “They also must differentiate themselves through their staff greeting and assisting customers quickly; helping them find the right appliance for their needs, and ensuring the appliance is delivered on time, in good condition and is installed properly,” said Christina Cooley, director of the home improvement practice at JD Power.  

    First impressions of the sales staff are lasting impressions, and they begin when customers walk through the retailer’s door. Slightly more than three-fourths (76%) of customers indicate that they were greeted promptly when entering the store. This is supported by the ongoing Appliance Mystery Shopping Program that JD Power conducts at the same retailers included in the study, in which staff across all retailers greeted appliance shoppers in less than two minutes, on average, as they entered the store. 
    Once salespersons make contact with a customer, it is important that they assess the customer’s needs by asking specific questions in order to narrow their recommendations down to a specific product. On average, 85 percent of customers indicate that the sales staff listened carefully to their questions or concerns. The Mystery Shop Program’s second quarter findings show that the needs assessment process is usually conducted through an average of six questions.  
    The study finds that 42 percent of customers who purchased a new appliance did so because their previous appliance was broken or defective, while 32 percent purchased because they wanted to upgrade their existing appliances or remodel their kitchen. An additional 20 percent of customers purchased a new appliance because they moved to a new home. 
    A challenge for retailers is to carry a wide enough variety of appliance models in stock that will best meet all of their customers’ specific needs. Findings from the study show that customers’ desired appliance was available 62 percent of the time, 21 percent had to be ordered and delivered from another store, and 7 percent of the time were available only online.  
    The delivery process is yet another opportunity to delight customers. Delivering an appliance on time is an important factor in driving satisfaction. Overall, 83 percent of customers indicate that the retailer delivered their appliance as promised. Also critically important to customers is ensuring the right appliance is delivered as ordered–met 85 percent of the time–and that the appliance isn’t damaged, with 91 percent of appliances delivered damage free.  
    Overall satisfaction with appliance retailers averages 789 on a 1,000-point scale in 2013, with the gap between the highest and lowest scores only 21 points, down from a gap of 38 points in 2012. While there is a statistically significant difference in the overall score between the highest- and lowest-ranked retailers, there is not a significant difference between the highest-performing retailer’s score and the industry average or between the lowest-performing retailer’s score and the industry average.
    “This really highlights the competitiveness and opportunities that retailers have in differentiating themselves among appliance shoppers,” said Cooley.  
    Lowe’s ranks highest in satisfying appliance retail customers for a fourth consecutive year, with an overall score of 800. Lowe’s performs particularly well in the store facility, merchandise, price, delivery service and installation service factors. Following Lowe’s in the rankings are Sears (792), which performs well in sales staff and service and shares the highest score in merchandise with Lowe’s, and The Home Depot (790).
    The 2013 Appliance Retailer Satisfaction Study is based on responses from more than 3,000 customers who purchased a laundry or kitchen appliance within the previous 12 months from a major appliance retailer. The study was fielded between January and February 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) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    Media Relations Contacts:

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

    Follow us on Twitter: @JDPower

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

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  • MWES

    1970-01-01

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  • JD Power Distinguished Hospital Program: Valley View Hospital

    Valley View Hospital Recognized Again for Providing Outstanding Inpatient and Emergency Department Experiences

    2013-08-06

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    WESTLAKE VILLAGE, Calif.: 6 August 2013 — Valley View Hospital has been recognized for service excellence under the JD Power Distinguished Hospital Program.SM This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Inpatient Experience” and “An Outstanding Emergency Department Experience.” This is the third consecutive year the hospital has been recognized for its inpatient services, and the fifth consecutive year it has been recognized for its emergency department services.



    “It’s clear that Valley View Hospital is dedicated to delivering a consistent and outstanding patient experience,” said Mary Rodino, director of sales management in the services and emerging industries practice at JD Power. “Earning this distinction year over year for the emergency and inpatient services lines speaks volumes about their long-term view of patient care.”


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


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


    Valley View Hospital exceeds the JD Power National Patient Experience Study (NPES)SM benchmark study score among patients who recently received inpatient and emergency care at the hospital. Patients rated Valley View Hospital’s food highest in satisfaction during their stay at the hospital. For patients who received emergency care at the hospital, doctors and nurses were rated highest for their care during their stay.


    A vast majority of patients who received inpatient care (70%) say they “definitely will” recommend Valley View Hospital to a friend, relative or colleague, compared with patients who received emergency treatment (76%).


    The hospital also performs well in providing patients with emotional support, receiving high ratings from inpatients for their treatment of family and friends. Among emergency patients, the hospital receives high ratings for the cleanliness of the registration and other waiting rooms.


    “Our goal at Valley View Hospital is to make the patient experience as smooth and comfortable as possible,” said CEO Gary Brewer. “The JD Power award demonstrates the outstanding care provided by our medical professionals and staff. I extend my deepest thanks to our entire team for their continued professionalism and support.”


    Nongovernmental, acute-care hospitals throughout the nation are eligible for the JD Power Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which time the hospital may reapply for this recognition.


    About JD Power


    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]
    Stacey Gavrell; Valley View Hospital; (970) 384-6623; [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 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 and 2013 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2

    Overall Customer Care Satisfaction Rises as Wireless Customers Use Online Chat Feature More Frequently Due To Improved Capabilities

    2013-08-01

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    WESTLAKE VILLAGE, Calif: 1 August 2013 — Satisfaction with wireless carriers’ customer care service has increased to its highest level since 2009, as the online channel, especially the chat function, has increased in both frequency of use and performance, according to the JD Power 2013 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 2 and the 2013 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 2, both released today.
    Now in their 11th year, these

    Key Findings

    • Among full-service wireless customers who solve their issue online, 42 percent indicate having used the chat function, up 6 percentage points from 2011 Vol. 2.
    • Among customers contacting via the online channel, overall satisfaction is highest when the chat function is used (784).
    • More than two-thirds (69%) of non-contract customers indicate they have a carrier-based account management application on their phone to track usage, review their plan and contact their carrier. Satisfaction is 93 points higher among customers with a carrier-based app than among those without one.
    • Nearly one-fifth (17%) of full-service customers indicate that they have used YouTube to resolve a problem regarding their wireless service.

    Nearly one-fifth (17%) of full-service customers indicate that they have used YouTube to resolve a problem regarding their wireless service. semiannual studies offer a detailed report card on how well wireless carriers provide customer service via three main contact channels: telephone (which consists of three sub-channels—Automated Response System (ARS) then Customer Service Representative (CSR); CSR only; and ARS only); walk-in (retail store); and online. The studies measure satisfaction with each contact method and analyzes processing issues, such as the efficiency of problem resolution and the duration of hold times.

    Overall satisfaction among full-service customers who most recently contacted their carrier with service questions or issues is 786 (on a 1,000-point scale). This is a 31-point increase from just 6 months ago and is now the highest level of satisfaction reached since the study moved to the 1,000-point scale in 2009. The same pattern holds true among non-contract customers, for whom overall satisfaction is at an all-time high since 2012 (732), with an increase of 34 points from 6 months ago.
    While satisfaction levels have risen in all three main full-service contact channels, the online channel has improved the most, with a 52-point increase. This improvement is due to the increasingly innovative online chat functions and technologies that carriers are rolling out to their customers to help facilitate the care process as customers become more comfortable with this contact alternative vs. more traditional channels, such as telephone and walk-in. For example, the overall incidence of wireless customers using the online channel for their most recent care experience has risen from 9 percent in 2011 to 16 percent in 2013. Within the online channel, the chat feature has become the leading contact source, as 42 percent of full-service customers indicate using a live online chat feature vs. email (23%) or other social media forum (16%). Additionally, online satisfaction is highest among customers who use the chat feature (784), compared with among those using other forums to find information (756), indicating the importance of personalized service and knowledgeable representatives.
    “The higher levels of satisfaction with online chat are partially due to the efficiency and immediacy of the experience, particularly with service issues or questions that are easier to resolve in this environment, such as billing or service/device questions pertaining to upgrades,” said Kirk Parsons, senior director of the telecom services practice at JD Power. “However, as carriers release new products and services to meet consumer demand, such automated systems as online chat must continue to evolve to address harder-to-answer questions related to technology support, as customers gain confidence in using alternative contact channels for convenience-related reasons.”

    Study Rankings

    For the first-time, AT&T ranks highest in wireless customer care satisfaction among full-service carriers, with an overall score of 795. AT&T performs particularly well in the walk-in and online contact channels and ranks above the full-service average in four of the five service channels.
    For the second consecutive reporting period, MetroPCS ranks highest in overall wireless customer care satisfaction among non-contract carriers, with an overall score of 770. MetroPCS performs above the non-contract average in the telephone and online channels.
    The 2013 Wireless Customer Care Full-Service Performance Study—Volume 2 is based on responses from 7,373 wireless customers. The 2013 Wireless Customer Care Non-Contract Performance Study—Volume 2 is based on responses from 3,235 wireless customers. Both studies are based on the experiences of current customers who contacted their carrier’s customer care department within the past six months. The study was fielded from January 2013 through 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) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

    Media Relations Contacts:

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

    Follow us on Twitter: @JDPower

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

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  • 2013 Canadian Home Insurance Study

    Canadian Home Insurance Customer Satisfaction Declines Substantially, with Increasing Premiums and Deteriorating Claims Services

    2013-08-01

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    TORONTO: 1 August 2013 — Overall customer satisfaction with Canadian home insurance companies declines substantially as premiums increase and claims service levels deteriorate across alal regions, according to the JD Power 2013 Canadian Home Insurance StudySM released today.

    The annual study examines customer satisfaction with their home insurer by examining five factors: interaction; billing and payment; claims; policy offerings; and price.

    Overall customer satisfaction declines nationally to 761 (on a 1,000-point scale) from 769 in 2012. Notably, in the Western Region satisfaction declines by 13 points to 741, compared with a slight decline in both the Atlantic/Ontario (754) and Quebec (807) regions year over year.

    The decrease in customer satisfaction in the Western Region is primarily driven by year-over-year declines in price, down 32 points to 669, and claims, down 30 points to 738. In the wake of recent severe weather events, insurers have been raising rates to adequately cover anticipated claims, which has negatively impacted satisfaction.

    Key Findings

    • Overall customer satisfaction with home insurers in Canada declines to 761 from 769 in 2012.
    • Customer satisfaction declines substantially in the Western Region by 13 points to 741.
    • Price increases and poor claims service account for year-over-year declines of 32 points in the price factor and 30 points in the claims factor in the Western Region.

    The study finds that when home insurance companies do not notify customers of a premium change through their preferred communication method, satisfaction declines by 74 points. However, when insurers proactively provide a policy review with customers and discuss coverage options, overall satisfaction may improve. For example, when customers in the Western Region were contacted by their insurer to discuss a premium increase, including any policy options they may have to mitigate costs, satisfaction improved by more than 50 points. Even when customers did not choose to make any changes to their policy, the conversation provided an opportunity for insurers to further educate customers on the value of their current coverage. In general, the larger the premium increase amount, the larger the decline in customer satisfaction. Any premium increase of more than $40 is perceived as significant by customers.

    “Home insurance companies need to do a better job keeping their customers informed about price increases,” said Jeremy Bowler, senior director of the insurance practice at JD Power. “No homeowner wants a price increase initiated by their insurance company; however, they may be more tolerant of a rate adjustment when their insurer explains the reason for the increase. Once a homeowner understands the value of the policy coverage and price change, the more likely they are to be satisfied. Furthermore, informing customers of ways they might mitigate the added expense through adjustments to their coverage and deductibles improves satisfaction. Managing customer expectations plays a key role in customer satisfaction with price.”

    According to the study, satisfaction with the claims experience has declined dramatically in the Western and Atlantic/Ontario regions from 2012—by 30 and 31 points, respectively—falling below the industry average of 757. When customers file their first home insurance claim, it is often the first time they fully understand what their policy covers. Therefore, claims service is a vital part of customer satisfaction. Many steps in the claims service process affect customer satisfaction. The initial call to report the claim sets the tone for the entire experience. Satisfaction among customers who receive an explanation of what to expect throughout the entire claims process is higher than among those who do not receive an explanation—a difference of 179 points. In the Western and the Atlantic/Ontario regions, the proportion of customers indicating they received an explanation of the claims process declines by 5 percentage points and 6 percentage points, respectively.

    An agent or broker’s involvement in the claims process may substantially improve customer satisfaction. Agent/broker interaction typically may include such activities as taking customers’ claim reports, providing guidance on the claims process or filling the role of the adjuster. Additionally, only 68% of customers are contacted post-claim by their insurer or agent. Following up with customers once the claims process is complete may be extremely beneficial in addressing any potential service issues, as well as building long-term loyalty.

    “An insurance policy is unique in that customers purchase it hoping they never need to use it. For those unfortunate enough to need to file a claim, this is often the first time that customers truly get to judge whether their trust in the insurer was well placed,” according to Lubo Li,  senior director of financial services and insurance at JD Power, Toronto. “This is where insurers can make or break their customer relationships. Insurance companies that provide a satisfying claims experience are more likely to have loyal customers who will be far more likely to renew their policies each year and more often recommend their insurer or agent to others.”

    Overall, loyalty has declined year over year, with 39 percent of customers indicating they are likely to renew their policy with their current insurer, compared with 41 percent in 2012. The likelihood that customers will recommend their current insurer drops to 33 percent in 2013 from 36 percent in 2012.

    Western Region:

    BCAA ranks highest in the Western Region with a score of 782. Following BCAA in the rankings are Alberta Motor Association (767) and Johnson Insurance (765).

    Atlantic/Ontario Region:

    Grey Power (791) ranks highest in the Atlantic/Ontario Region. Belairdirect and The Co-operators follow in the rankings with scores of 789 and 780, respectively.

    Quebec Region:

     Industrial Alliance (827) ranks highest in the Quebec Region, closely followed by L’Union Canadienne (822) and Intact Insurance (820).

    The 2013 Canadian Home Insurance Study is based on responses from 7,808 home insurance customers. The survey data was collected from April 2013 through 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) 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:

    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 Thailand Customer Service Index (CSI) Study

    Service Initiation Becomes Increasingly Important to the After-Sales Service Experience in Thailand

    2013-07-31

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    BANGKOK: 31 July 2013 — The process of initiating the service experience and handing the vehicle over to the service center staff has become the second-most-important area to overall customer satisfaction with after-sales service at authorized service centers, according to the JD Power Asia Pacific 2013 Thailand Customer Service Index (CSI) StudySM released today. 

    The study measures new-vehicle owner satisfaction with the after-sales service process by examining dealership performance in five factors: service initiation; service advisor; service facility; vehicle pick-up; and service quality. Dealership service performance is reported as an index score based on a 1,000-point scale.

    The contribution of the service initiation factor to the overall CSI index has increased to 26 percent in 2013  from 12 percent in 2012. Service quality, while remaining the most impactful factor on overall satisfaction, decreases to 29 percent from 42 percent in 2012. 

    “As service quality improves and the traffic at service centers dramatically increases as a result of the market growth, customers are concerned about long queues and have therefore become increasingly interested in the appointment process, dealer’s flexibility to accommodate their schedule and how prompt and thorough the handover process is,” said Loic Pean, senior manager at JD Power Asia Pacific.

    Overall customer satisfaction averages 889 in 2013, a 43-point improvement from 2012. Across the industry, satisfaction has increased year over year in all factors, particularly in service advisor (+48 points) and service quality (+47). Satisfaction scores for all nameplates have also improved, compared with 2012.

    “Despite the growing number of service customers, service centers have improved at attending to customers more promptly, putting them at ease and fully understanding their service needs, ensuring a more efficient service,” said Pean. “On the other hand, cost estimates are provided less often in 2013, and insufficient seating space in the service center waiting area during peak service hours has become an issue. Dealers may be able to avoid this situation and increase satisfaction among their customers by notifying them in advance and encouraging them to come during off-peak hours, particularly on weekdays or later in the morning.” 

    The study also finds that among reasons customers select their service center, vehicle owners are increasingly considering mechanics’ skills, speedy service and the use of original equipment parts, and also positive recommendations from acquaintances and their own past experience.

    “Customers have alternative servicing options, and delivering a superior service experience is starting to pay off for dealerships,” said Pean. “As overall satisfaction with after-sales service dramatically increases, we indeed observe that a much greater number of customers are not only likely to revisit their service center for post-warranty service and recommend it to their friends and family, but are also willing to travel a longer distance to get there.”

    Among the 10 nameplates included in the study, Honda ranks highest in overall customer satisfaction for the first time since the study’s inception in 2000, with an overall CSI score of 902. Honda performs particularly well in service initiation, service advisor and service facility.

    The 2013 Thailand Customer Service Index (CSI) Study, now in its 14th year, measures overall satisfaction among vehicle owners who visit an authorized dealer/service center for maintenance or repair work during the first 12 to 24 months of ownership.

    This study is based on responses from 3,463 new-vehicle owners who purchased their vehicle between January 2011 and April 2012 and took their vehicle for service to an authorized dealer or service center between July 2012 and April 2013. The study was fielded between January and April 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) 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:

    XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [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 China Customer Service Index (CSI) Study

    Customer Satisfaction toward After-Sales Services Declines in China Due to Rising Customer Expectations

    2013-07-31

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    SHANGHAI: 31 July 2013 — Overall customer satisfaction with after-sales service at authorized dealerships in China declines in 2013, largely due to rising customer expectations toward the service experience, according to the JD Power Asia Pacific 2013 China Customer Service Index (CSI) StudySM.

    The China Customer Service Index Study, now in its 13th year, measures satisfaction among vehicle owners (between 12 and 24 months of ownership) who visit an authorized dealer’s service department for maintenance or repair work during the past six months. The 12-24 month ownership typically represents a substantial portion of the vehicle warranty period. The study examines five factors to determine overall satisfaction with dealer service (in order of importance): service quality; service facility; vehicle pick-up; service advisor; and service initiation. The customer satisfaction score measures the performance among authorized dealers on meeting customers’ expectations of their after-sales experience.

    Overall customer satisfaction with after-sales service in China drops to 815 on a 1,000-point scale in 2013 from 832 in 2012, driven largely by a decline in satisfaction with Chinese domestic brands and Japanese and European brands. Customer satisfaction with Chinese domestic brands declines by 31 points to 751 in 2013. Customer satisfaction with Japanese brands averages 831, compared with 860 in 2012. European brands experience a 17-point decrease to 832 in 2013, while U.S. brands achieve an average score of 851, a one-point decrease from 2012. Among all brands of origin, only Korean brands collectively show improvement in customer satisfaction, with a year-over-year increase of 13 points to 874.

    The declines in satisfaction with European, Chinese domestic and Japanese brands are attributed to the significant increase in customer expectations of their service experiences. The study identifies key performance indicators (KPIs) that contribute to overall customer satisfaction with the after-service experience. When implementing 13 KPIs, European brands experience a 37-point decrease in customer satisfaction, compared with 2012. When they implement 13 KPIs, satisfaction with Japanese and Chinese domestic brands decreases by 34 points and 33 points, respectively. When U.S. and Korean brands implement the same number of KPIs customer satisfaction remains consistent year over year.

    “The competitive landscape continues to be aggressive, driven by product proliferation and rising customer expectations, making it imperative for manufacturers and dealerships alike to develop points of differentiation on delivering a superior customer experience in after-sales services,” said Tony Zhou, director of automotive research at JD Power China, Shanghai. “The industry should also be attuned to macroeconomic dynamics and be agile in adapting dealer-service processes and standards in response to the changing business environment.

    In the first five months of 2013, China had 6.7 million new passenger vehicles on the road, a 17 percent increase from the same period in 2012. Despite the aggressive dealer network expansion, this increase in the number of vehicles has put immense pressure on capacity at dealer service departments.”

    Zhou noted that customer loyalty is particularly important because after-sales service is a significant profit center for dealerships. After-sales services account for 50 percent of overall dealer profit, increasing from 44 percent in 2012, according to the JD Power Asia Pacific 2012 Dealer Attitude Study. SM

    Customer satisfaction with their after-sales experience has a direct impact on dealers’ service volume. Service volume among dealers with high customer satisfaction (831 points and above) averages 14,692 service visits per year per dealership, compared with 11,224 service visits among those with low satisfaction (773 points and below).

    To improve customer satisfaction, priority should be placed on building a personal relationship with customers. The top KPI is service advisor paying full attention to each customer and focusing on customer’s individual needs, which has a 65-point and 40-point impact on overall satisfaction for luxury brands and mass market brands, respectively.

    “China is going to introduce the car warranty policy in October, supporting customers’ rights to return defective vehicles and seek a refund or replacement,” said Mei Songlin, vice president and managing director of JD Power China, Shanghai. “Dealers are at the front line of ensuring a positive customer experience. Meeting or surpassing customer needs is critical to mitigating the potential adverse effect of this new policy on customer loyalty and profitability for brands and dealers alike.”

    For the first time, the CSI Study separates luxury brands from mass market brands. The objective of the segmentation is to address the differences in customer expectations regarding after-sales service in the two market segments.

    Overall customer satisfaction with after-sales service among luxury brands averages 849, while mass market brands average 811.

    Audi ranks highest in the luxury segment with a score of 880, and performs particularly well in all five factors. BMW ranks second (873) and Cadillac third (872).

    Among mass market brands, Dongfeng Peugeot ranks highest at 882, performing particularly well in service advisor, service initiation and vehicle pick-up. Following Dongfeng Peugeot in the rankings are Guangqi Honda (881) and Dongfeng Citroën (879).

    The 2013 China Customer Service Index (CSI) Study is based on street intercept and face-to-face interviews with 15,370 new-vehicle owners who purchased their vehicle between February 2011 and May 2012, and examines 71 passenger vehicle brands. The study was fielded between February and May 2013 in 43 major cities in China.

    The Customer Satisfaction Index (CSI) Study is one of eight consumer-based benchmark studies conducted by JD Power Asia Pacific in China. Other 2013 studies conducted by JD Power Asia Pacific include:

    • The China Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process, was released in late June.
    • The China New-Vehicle Intender Study (NVIS), which examines customers’ pre-purchase perceptions and considerations, will be released in late August.
    • The China Original Equipment Tire Satisfaction Index (OE-TSI) Study, which measures customer satisfaction with original equipment tires, will be released in September.
    • The China Manufacturer Website Evaluation Study (MWES), which measures the effectiveness of OEM websites on the basis of the Voice of the Customer, will be released in late September.
    • The China Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to six months of ownership, will be released in October.
    • 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, will be released in November.
    • The China Vehicle Dependability Study (VDS), which evaluates overall vehicle dependability during the first 25-36 months of ownership, will be published in December.

    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, Australia, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam. 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]. Please follow JD Power at http://e.weibo.com/jdpowerchina.

    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 (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.

    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 Taiwan Sales Satisfaction Index (SSI)

    Price Reductions and Incentives Increase Customer Satisfaction with the New-Vehicle Deal

    2013-07-31

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    SINGAPORE: 31 July 2013 — The proportion of new-vehicle buyers who receive discounts, free accessories and a free extended warranty when they purchase their vehicle has increased from 2012, according to the JD Power Asia Pacific 2013 Taiwan Sales Satisfaction Index (SSI) StudySM released today.

    Now in its 15th year, the study examines seven factors that contribute to overall customer satisfaction with the new-vehicle purchase and delivery experience (in order of importance): delivery process; salesperson; delivery timing; sales initiation; deal; paperwork; and dealer facility. SSI performance is reported as an index score based on a 1,000-point scale, in which a higher overall SSI score indicates greater satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 890 points in 2013, unchanged from 2012.

    The 2013 study finds that 85 percent of new-vehicle buyers in Taiwan receive a discount on their vehicle’s purchase price. Further, the proportion of buyers who receive free accessories and a free extended warranty from their selling dealer has increased to 38 percent in 2013 from 32 percent in 2012. At the factor level, satisfaction with the deal has increased the most (+12 points) from 2012. 

    “Sales of new vehicles registered a decline during the first half of the year, driven by uncertain economic climate and customers deferring their purchase decision in the expectation of price cuts and government incentives,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “To attract and convince new-vehicle buyers to make a purchase decision, dealers and brands are offering price discounts and incentives, such as free accessories and extended warranties.” 

    The study finds that a thorough vehicle delivery handover may positively impact satisfaction with the overall purchase experience. Overall satisfaction among new-vehicle buyers who indicate the salesperson spent more than 90 minutes with them during the vehicle delivery process is 901, which is 11 points higher than industry average. Satisfaction among buyers who indicate the salesperson spent less than 30 minutes with them during the delivery process is 867, which is 23 points lower than industry average.

    “Customers look forward to receiving delivery of their new vehicle,” said Nair. “The salesperson should allow enough time during the vehicle handover to answer customer questions, explain the warranty and service requirements and introduce them to the service department personnel. The vehicle delivery process allows the salesperson to convey to customers that the dealership values their relationship with them and that their purchase is not just an impersonal transactional interaction.”

    The study finds a close correlation between satisfaction with the new-vehicle purchase and delivery experience and customers’ future loyalty and advocacy intentions toward their dealer and brand. Among highly satisfied customers (SSI scores of 958 or higher), 62 percent say they “definitely will” recommend their purchase dealer to friends and relatives. This declines to only 23 percent among highly dissatisfied customers (SSI scores of 838 or lower). A similar trend holds true for customer recommendation intentions for the vehicle brand they purchased. 

    “Word of mouth recommendations may strongly support dealerships in attracting more new-vehicle shoppers to their showrooms,” said Nair. “The study finds that the opinions of friends and relatives emerge as the most commonly sought-after source of information for 78 percent of shoppers in deciding which make and model to buy.” 

    Among the 12 brands ranked in the 2013 study, Lexus ranks highest in satisfaction for a sixth consecutive year, with an SSI score of 914, up 4 points from 2012. Lexus performs particularly well in sales initiation, dealer facility, paperwork and delivery process. Mercedes-Benz ranks second with a score of 908, with particularly strong performances in the deal and salesperson factors. BMW ranks third with a score of 906.

    The 2013 Taiwan SSI Study is based on responses from 2,420 new-vehicle owners who purchased their vehicle between July 2012 and February 2013. The study was fielded from January through April 2013 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Taiwan. 

    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. 

    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; 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 Malaysia Customer Service Index (CSI) Study

    Malaysia After-Sales Customer Service Standard Improves

    2013-07-31

    jdp-root

    Malaysia – Special video interview with Waran Tharmalingam, Country Head for Malaysia *Must Watch for Automakers and Car Owners!*

    In the video above, we tackled the following issues:

    • Overall Improvement in Customer Service Satisfaction
    • Performance of the Highest Ranked Make
    • Performance of National Makes
    • Recommendations for increasing Customer Satisfaction

    SINGAPORE: 31 July 2013 Implementation of consistent service standards at dealerships has helped improve satisfaction with authorized service centers among new-vehicle owners of most national and non-national brands, according to the JD Power Asia Pacific 2013 Malaysia Customer Service Index (CSI) StudySM released today.

    The study, now in its 11th year, measures overall service satisfaction among owners who took their vehicle to an authorized service center for service maintenance and/ or repair work during the first 12 to 24 months of ownership. The study evaluates new-vehicle owner satisfaction with the service experience by examining dealership performance in five factors: service quality (38%); vehicle pick-up (20%); service initiation (14%); service advisor (14%); and service facility (14%). Overall satisfaction averages 758 index points (on a 1,000-point scale) in 2013, an 18-point improvement from 2012.

    The study identifies 22 service standards that enhance the overall customer service experience. On average, authorized service centers implement 17.8 standards per service visit. 

    “While there is room to further improve service standards among the brands, dealerships are doing a good job with the service advisor greeting customers when they arrive; having the vehicle ready when it is originally promised; informing customers when to schedule their next visit; and getting the work done right the first time,” said Rajaswaran Tharmalingam, country head, Malaysia, at JD Power Asia Pacific, Singapore.

    Tharmalingam noted that the gap in service satisfaction between national and non-national brands in Malaysia has steadily narrowed to 23 points in 2013, from 31 points in 2012 and 48 points in 2011. 

    “Although the national and non-national brands are improving overall, dealers still need to improve the implementation rate of service standards among their large networks and customer bases nationwide,” said Tharmalingam.

    Performance in the service advisor and service quality factors has improved from 2012; however, there is room for more improvement. For example, only 85 percent of customers indicate that their service advisor provided helpful advice during their service visit. The study also finds that only 32 percent of customers received follow-up phone calls from their service center after the work was completed.

    “Customers expect their service advisor to make sure they understand the work being done to their vehicle, as well as answer their questions and provide advice, if needed,” said Tharmalingam. “Overall customer satisfaction suffers when their service advisor fails to meet their expectations. It is important for dealerships to make continuous improvements in customer service and create a robust and lasting experience among customers.” 

    Tharmalingam notes that although customers have certain expectations when they take their vehicle in for service, going beyond those expectations and providing an additional service, such as washing the vehicle before returning it, positively impacts customer satisfaction.

    Among the 15 brands included in the 2013 study, BMW ranks highest in overall customer service satisfaction for a third consecutive year, with a score of 817. BMW performs particularly well in all five factors, with a notable improvement in service advisor. Volkswagen (793) ranks second, followed by Honda and Mazda in a tie (786 each). Mitsubishi (765) achieves the highest improvement among all brands, with a 34-point increase. 

    The 2013 study is based on responses from 2,772 new-vehicle owners who purchased their vehicle between February 2011 and May 2012 and took their vehicle for service to an authorized service center between August 2012 and May 2013. The study was fielded between February and 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) 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:

    XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65-67338980; [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 Indonesia Sales Satisfaction Index (SSI) Study

    Customers in Indonesia Are Increasingly Using the Internet to Find Vehicle Information during the Shopping Process

    2013-10-01

    jdp-root

    In this video, we tackled the following issues:

    • Chapter one: Using the Internet to Shop for a Vehicle
    • Chapter two: Information gathered from the Internet
    • Chapter three: Importance of Fuel Efficiency to Car Buyers
    • Chapter four: Performance of the Highest Ranked Nameplate

     

    SINGAPORE: 1 October 2013 — New-vehicle buyers in Indonesia are increasingly using the Internet to find information about the makes and models they are considering for purchase before heading to the dealership, according to the JD Power Asia Pacific 2013 Indonesia Sales Satisfaction Index (SSI) StudySM released today.

    Now in its 13th year, the study examines seven factors that contribute to overall new-vehicle buyer satisfaction with the purchase experience. In order of importance, they are: delivery process (31%); delivery timing (13%); deal (12%); dealer facility (12%); paperwork (11%); salesperson (11%); and sales initiation (9%). SSI performance is reported as an index score based on a 1,000-point scale, in which a higher overall SSI score indicates higher satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 781 in 2013, up 8 points from 2012.

    The study finds that 35 percent of new-vehicle shoppers in Indonesia use the Internet to find information about which make and model to purchase before visiting a dealership, up from 25 percent in 2012 and 14 percent in 2011. Overall satisfaction among shoppers who use the Internet during their vehicle-shopping process is 13 points higher than among those who do not use the Internet.

    “An increase in the number of consumers who have Internet access,  together with the popularity of social media, automotive websites and blogs, has made it easier for shoppers to access information about the vehicles they are considering for purchase,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “Brands and dealerships that can best engage consumers from their first online visit and move them to visit the dealership stand to benefit from increased visitor traffic at showrooms.”

    The study also finds that the time taken to complete the paperwork, including purchase contract and financing paperwork, during the new-vehicle purchase process has increased to an average of seven days in 2013 from six days in 2012. The paperwork process takes even longer for buyers who finance their vehicle purchase–nine days in 2013, up from six days in 2012.

    “Tighter vehicle financing rules implemented by Bank Indonesia in 2012 has had an impact on the time required to complete the documentation for loans and getting approval,” said Nair. “This particularly impacts first-time buyers, who may not be so familiar with the loan process.”

    Nearly one-fourth (23%) of first-time buyers indicate that the paperwork process took more than two weeks, while 9 percent of repeat buyers indicate the same.

    “Dealerships and brands need to educate their customers of the financing options available to them and support them during the documentation process in order to increase satisfaction,” said Nair.

    The study finds a close correlation between customer satisfaction with the new-vehicle purchase and delivery experience and customers’ future loyalty and advocacy intentions toward their dealer and brand. Among highly satisfied customers (SSI scores of 808 or higher), 48 percent say they “definitely will” recommend their purchase dealer to friends and relatives, compared with only 24 percent among highly dissatisfied customers (SSI scores of 750 or lower). A similar trend holds true for customer recommendation intentions for the vehicle brand they purchased.

    “The growing reach of the Internet in Indonesia further increases the importance of word of mouth recommendations,” said Nair. “Satisfied and dissatisfied customers are increasingly communicating about their purchase experience on the Internet. Brands and dealerships that can provide a delightful purchase experience in a consistent manner to their customers may benefit from those customers acting as their advocates across multiple contact channels.”

    Among the 10 brands ranked in the study, Mitsubishi ranks highest in overall sales satisfaction with a score of 792, up 22 points from 2012. Mitsubishi performs particularly well in the sales initiation, dealer facility, deal, paperwork, salesperson and delivery process factors. Daihatsu ranks second with a score of 783. Suzuki, Ford and Toyota tie for the third rank position, each with a score of 780.

    The 2013 Indonesia Sales Satisfaction Index (SSI) Study is based on responses from 2,886 new-vehicle owners who purchased their vehicle between October 2012 and June 2013. The study was fielded between April and August 2013 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Indonesia.

    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.

    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; 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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