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  • 2013 U.S. Pharmacy Study

    The Customer Satisfaction Gap Continues to Widen between Brick and Mortar and Mail-Order Pharmacies

    2013-09-30

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    WESTLAKE VILLAGE, Calif.: 30 September 2013 — Although mail-order pharmacies once held a customer satisfaction advantage over brick and mortar pharmacies mainly due to perceived cost competitiveness, satisfaction with brick and mortar pharmacies continues to increase at a faster pace, according to the JD Power 2013 U.S. Pharmacy StudySM released today.

    KEY FINDINGS

    • Although customer satisfaction with mail-order pharmacies improves to 797 index points on a 1,000-point scale in 2013, up from 792 in 2012, satisfaction with brick and mortar pharmacies increases by 23 points during the same time period, now averaging 837 points.
    • While mail order had a seven-point advantage in perceived cost competitiveness over brick and mortar in 2011, in 2013 it is at a 20-point disadvantage in the cost factor.
    • The percentage of customers who indicate refilling prescriptions at a brick and mortar pharmacy has increased to 61 percent in 2013–up from 58 percent three years ago.

    “For the most part, the widening gap in satisfaction has more to do with improved satisfaction in the brick and mortar segment than declining satisfaction in mail order,” said Scott Hawkins, director of the healthcare practice at JD Power. “For mail-order pharmacies, it’s important to combine high-tech with high-touch. Not only does the online experience need to keep technological pace with other retail sites that pharmacy customers visit, but customer service opportunities that provide personal connections are essential as well.”

    Rankings

    In the brick and mortar segment, Good Neighbor Pharmacy ranks highest among chain drug store pharmacies; Target ranks highest among mass merchandiser pharmacies; and Publix ranks highest among supermarket pharmacies. In the mail-order segment, Kaiser Permanente Mail Pharmacy ranks highest.

    The 2013 U.S. Pharmacy Study is based on responses from more than 13,500 pharmacy customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. Customer satisfaction with brick and mortar pharmacies is measured across five key factors: prescription ordering; store; cost; non-pharmacist staff; and pharmacist. Four factors are examined in the mail-order segment: cost; prescription delivery; prescription ordering process; and customer service experience. The study, now in its seventh year, was fielded between July and August 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.

    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. Household Insurance and Bundling Study

    Agents Who Focus Only on Homeowners Insurance Customers Are Missing A Long-Term Opportunity with Renter Customers as Their Needs Grow

    2013-09-30

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    WESTLAKE VILLAGE, Calif.: 30 September 2013 — Insurance agents who only focus on homeowners insurance customers are missing a golden opportunity to build long-term relationships with renter customers as their insurance needs grow due to life or circumstance changes—such as having a family or purchasing a home or additional car—according to the JD Power 2013 U.S. Household Insurance and Bundling StudySM released today.

    KEY FINDINGS

    • While 25 percent of consumers rent their primary residence, 46 percent of renters are uninsured.

    • Satisfaction with insurers is higher among renters than among homeowners (809 vs. 787, respectively, on a 1,000-point scale).

    • Price is the leading driver of the satisfaction gap: price satisfaction is a significant 45 points higher among renters than among homeowners.

    • Renters place more importance on website (22%) and assisted online (11%) interaction channels than do homeowners, which is influenced by the younger customer base in the renter insurance market.

    • State Farm captures the largest share of the renter insurance market (26%), followed by Allstate (12%) and USAA (10%).

    • Customer retention rates with their current insurer are higher among renters who bundle an auto policy (91%) compared to renters who do not bundle an auto policy (67%).

    “Many insurance agents focus their time selling high-dollar products, such as auto and homeowners, with higher commissions instead of the average $200 per year renters policy,” said Jeremy Bowler, senior director of the global insurance practice at JD Power. “This is shortsighted because agents who satisfy the large renter population today are more likely to retain and service their growing household insurance needs over time.”

    Rankings

    Homeowners Segment: Amica Mutual (842) ranks highest, followed by State Farm (813) and Auto-Owners Insurance (812). Renters Segment: Nationwide (823) ranks highest, followed by American Family (817) and Automobile Club of Southern California (814).

    The 2013 U.S. Household Insurance and Bundling Study is based on 21,167 responses from customers who may have the following insurance product lines: homeowners; renters; individual life insurance; recreational vehicle; personal liability umbrella; and secondary residence. The study was fielded from June 10, 2013, through July 12, 2013. The study examines overall customer satisfaction in each of these product lines; however, the study only ranks performance in two personal property insurance segments–homeowners and renters. Both index scores are comprised of five factors: interaction; policy offerings; price; billing and payment; and claims.

    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 India Escaped Shopper Study

    Vehicle-Buying Behavior among Consumers in India Increasingly Differs by Region

    2013-09-30

    jdp-root

    In this video, we tackled the following issues:

    • Chapter one: Introduction of the ESS Study
    • Chapter two: Main Difference Between Buyers in the North and in the South
    • Chapter three: Recommendations on how automakers can utilize North-South Shopping Behavior Knowledge
    • Chapter four: Delivery Timing – Main reason for Rejection
    • Chapter five: Customer Retention Rates
    • Chapter six: Nameplate performance in the ESS study

     

    SINGAPORE: 30 SEPTEMBER 2013 — The criteria used by new-vehicle buyers in their shopping process have become strikingly different among the various regions of India, according to the JD Power Asia Pacific 2013 India Escaped Shopper StudySM (ESS) released today.

    During the past five years, several shifts have occurred among new-vehicle buyers in the various regions of India pertaining to shopping behavior, the ownership experience and how the vehicle is used.  These shifts include: 

    • A surge of first-time new-vehicle buyers is a regional phenomenon limited to the East and the West regions of India. Nearly 70 percent of buyers in the West and 57 percent of buyers in the East are purchasing a new vehicle for the first time. In contrast, the proportion of first-time new-vehicle buyers has declined over time in the North region and has remained nearly unchanged in the South.

    • Although attractive design and styling has increasingly become the most influential reason for vehicle selection among buyers in the North region, it has been declining in the South, where new-vehicle buyers frequently state good fuel efficiency as a reason for purchase.

    • New-vehicle buyers in the South region are more methodical in their purchase process–which involves conducting extensive preliminary research, visiting dealerships, taking test drives and negotiating–compared with buyers in the North who tend to do less research before visiting the dealership and rely on the salesperson for information and are less likely to test-drive the vehicle. 

    • Internet usage for research during the vehicle-shopping process has increased in the South region to 42 percent in 2013 from 21 percent in 2009. In contrast, in the North, where shoppers are highly influenced by the opinions of friends and relatives in deciding on their vehicle purchase, Internet usage for research has declined to 13 percent in 2013 from 20 percent in 2009.

    • While the number of households owning multiple vehicles is at least 1.6 times higher in the North than in any other region, the average number of people riding in vehicles is much higher in the West and the South regions.

    • The penetration of small cars is declining at a faster pace in the North region, with consumers increasingly preferring larger vehicles.  

    “One of the likely drivers behind these changes is the pace of urbanization, which is resulting in the resurgence of multi-generation families living either under one roof or in close proximity to their relatives, especially in the North,” said Mohit Arora, executive director, J. D. Power Asia Pacific. “While this is resulting in a higher monthly household income, thereby enabling younger people to afford a vehicle, purchase decisions are also likely to be influenced by the growing family size.”

    According to the study, while dealer closest to the potential buyer’s home continues to be the most influential reason for dealer selection, it has been declining during the past five years. Immediate delivery is increasingly emerging as a key consideration in choosing a dealer, cited by 16 percent of customers as the most influential reason for selecting a dealer in 2013, up from 8 percent in 2009.

    The study finds that longer delivery time is the second-most-influential reason for rejecting a vehicle that shoppers had initially considered purchasing. An increase in vehicle delivery time to 12 days in 2013 from five days in 2009 has likely driven this as a key consideration during the purchase process, as 17 percent of shoppers in 2013 have rejected the vehicle they initially considered due to the longer delivery period.

    “Vehicle buying in India is triggered both by rational and emotional needs,” said Arora. ” It is one of the most visible marks of social progress. The decision to buy a vehicle is usually finalized over a period of time. Once the decision is made and the payment and other formalities are completed, new-vehicle owners want to immediately show off their prized possession.” 

    According to Arora, manufacturers, dealers and financiers that are better able to train their staff, align their processes and coordinate to provide a faster turnaround time stand a better chance to gain customers.  

    Overall customer retention has improved by 2 percentage points to 40 percent in 2013, compared with 38 percent in 2012. In 2013, only three of the eight brands included in the study have improved their customer retention rates from 2012, while five have declined year over year. Mahindra and Maruti Suzuki have particularly high customer retention rates among automotive brands in India.

    “Customer retention is a function of several factors, including brand image, product range, ownership experience and sustained presence in India,” said Arora. “Brands that are able to perform well in all of these areas tend to have higher retention rates.”   

    Maruti Suzuki is the most considered nameplate among vehicle shoppers for a ninth consecutive year, with 37 percent of all shoppers eventually purchasing one of its models. New-vehicle buyers who purchase Ford and Fiat models shop around the most before purchasing their vehicle, while buyers of such national brands as Tata, Mahindra and Maruti Suzuki are least likely to consider another model during the shopping process.

    The 2013 India Escaped Shopper Study is based on responses of 8,687 buyers and 3,271 rejecters of new cars and new utility vehicles who purchased their vehicle between September 2012 and April 2013. The study, which examines the reasons why new-vehicle shoppers consider but ultimately reject certain models in favor of another, was fielded from March through July 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.

    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 Taiwan Customer Service Index (CSI) Study

    Service Cost Estimate and Explanation are Important To the After-Sales Service Experience in Taiwan

    2013-09-30

    jdp-root

    SINGAPORE: 30 September 2013 — Customers in Taiwan expect to receive an initial estimate of the service charges when they drop off their vehicle for service and an explanation of the charges after the service is completed, according to the JD Power Asia Pacific 2013 Taiwan Customer Service Index (CSI) Study SM released today.

    The study, now in its 16th year, measures satisfaction among vehicle owners who visited their authorized dealership service center for maintenance or repair work during the first 12 to 24 months of ownership. The study examines five factors to determine overall satisfaction with dealer service (in order of importance): service quality; service initiation; vehicle pick-up; service advisor; and service facility. Dealership service performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction.

    In this video, we tackled the following issues:

    • Chapter one: Drivers of improvements in the industry
    • Chapter two: Impact of staying in Service Centers on Satisfaction scores
    • Chapter three: Performance of the Highest Ranked Nameplate
    • Chapter four: Service Appointment Process

    Overall customer satisfaction averages 873 in 2013, a 25-point improvement from 2012. Across the industry, satisfaction has increased year over year in all factors, particularly in vehicle pick-up, service initiation, service advisor and service facility (+26 points each). Satisfaction scores for all nameplates have also improved, compared with 2012.

    Satisfaction among customers who indicate they received a thorough explanation of cost before the service in the form of a cost estimate and a post-service explanation of the final charges averages 875. In contrast, satisfaction among customers who indicate they received only a cost estimate or a post-service explanation averages 844.

    “Customers are value-conscious and expect the dealership to be accurate and transparent on service costs,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “Dealerships that go the extra mile in assuring customers that they are fair and honest by managing service cost expectations and explaining all of the work performed are well-positioned to build customer trust.”

    The study also finds that 69 percent of customers wait at the service center while their vehicle is being serviced, up from 63 percent in 2012. Satisfaction among customers who wait at the dealership averages 880, which is 23 points higher than among customers who leave the dealership after dropping off their vehicle and return later to pick it up. Customers who wait at the dealership are more satisfied with service advisor and service facility.

    “As service times become shorter, there is a gradual increase in the proportion of customers staying at the dealership during service,” said Nair. “Ensuring that customer lounges are well maintained, and have such amenities as TV, refreshments and Internet access, can strongly support dealerships in making the customers’ stay comfortable. Internet access is becoming widely available, as reported by nearly three-fourths (77 percent) of customers.”

    Satisfaction with dealer service tends to lead to advocacy and loyalty intentions toward their dealership and vehicle brand. Among owners who are highly satisfied with their service experience at the dealership (CSI scores averaging 931 and above), 50 percent say they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 23 percent of less-satisfied owners (CSI scores averaging 828 and below) say the same. Similarly, 46 percent of highly satisfied owners “definitely would” recommend their make to friends and relatives, compared with only 22 percent of those who are less satisfied.

    “With new-vehicle sales flat in 2013, automakers are looking at ways to further strengthen the service side of their business,” said Nair. “The service advisor is the face of the dealership and the brand for customers and plays a critical role in satisfaction.”

    Nair noted that the service advisor’s initiatives to engage customers, paying time and attention to their needs, providing explanations and advice, and keeping them updated of the service progress help customers feel that the dealership values the relationship with them, which in turn contributes to increased loyalty and advocacy.

    Among the 15 nameplates included in the study, Lexus ranks highest in overall customer satisfaction for the 15th consecutive year, with a score of 909. Lexus performs particularly well in all five factors. Following Lexus in the rankings are Mercedes-Benz (903), Audi (897), BMW (894) and Volvo (886).

    The 2013 Taiwan Customer Service Index (CSI) Study is based on responses from 3,118 vehicle owners who received delivery of their new vehicle between March 2011 and June 2012 and took their vehicle for service to an authorized dealer or service center between September 2012 and June 2013. The study was fielded between March and June 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 & Poorís 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 Canadian Small Business Banking Satisfaction Study

    Overall Satisfaction Declines among Small Business Banking Customers; Biggest Declines Are in Fees and Problem Resolution

    2013-09-27

    jdp-root

    TORONTO: 27 September 2013 — Overall satisfaction declines 10 points among small business banking customers, with the largest declines in fees and problem resolution, according to the JD Power 2013 Canadian Small Business Banking Satisfaction StudySM released today.

    “Small businesses are very sensitive to bank fees. Not only are they the primary driver of problems, but bank fees are also the most commonly cited reason for why small businesses decide to switch banks,” said Jim Miller, senior director of banking at JD Power. “Assigning an account manager who understands their customers’ business and works to resolve their problems may help minimize the impact of fee changes, as well as increase both satisfaction and key business metrics, such as advocacy, loyalty and customer retention.”

    KEY FINDINGS

    • Fees satisfaction declines due to changes in small business fee structures, with 39% of customers experiencing a fee structure change in 2013. More than one-half (59%) of small business customers who indicate they intend to switch financial institution during the next 12 months cite fees as the primary reason.
    • Fewer small business customers experienced a problem year over year (24% vs. 30%, respectively); however, those who did are less likely to indicate their problem was resolved to their satisfaction, compared with 2012 (74% vs. 80%, respectively).
    • Satisfaction declines the most among the largest segment of small business customers (sales volume between $2.5M and $10M), with a 41-point decline to 727 in 2013 from 768 in 2012.

    Rankings

    Scotiabank ranks highest in overall satisfaction for a second consecutive year (727 on a 1,000-point scale), followed by BMO Bank of Montreal (725) and TD Canada Trust (724).

     

    The 2013 Canadian Small Business Banking Satisfaction Study measures small business financial decision-makers’ satisfaction with their primary financial institution across eight factors: channel activities; account manager; facility; fees; product offerings; account information; credit services; and problem resolution. Channel activities are comprised of six sub-factors: branch, website, ABM, IVR, call centre and mobile. The study, which was fielded from June 2013 through July 2013, includes responses from 1,018 small business owners or financial decision-makers who use business banking services in Canada.

     

    Media Relations Contacts

    Beth Daniher; Cohn & Wolfe; Toronto, Canada; 647-259-3279; [email protected]Gal Wilder; Cohn & Wolfe; Toronto, Canada; 647-259-3261; [email protected]
    John Tews; Troy, Mich.; 248-680-6218; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/corporate

    About McGraw Hill Financial www.mhfi.com

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  • 2013 U.S. Residential Television Service Provider Satisfaction Study

    Loss of Signal Is the Most Frequently Mentioned Performance Issue When TV Customers Experience Problems with Service Interruptions

    2013-09-26

    jdp-root

    WESTLAKE VILLAGE, Calif.: 26 September 2013 — Not only is loss of signal the most frequently mentioned service outage, but it also has the greatest negative impact on customer satisfaction and future loyalty, according to the JD Power 2013 U.S. Residential Television Service Provider Satisfaction StudySM released today.

    KEY FINDINGS 

    • Overall customer satisfaction among television service customers is 699 on a 1,000-point scale.
    • Satisfaction is 741 among customers who do not experience a loss of signal–82 points higher than among those who do experience a loss signal outage (659).
    • Approximately two-thirds (67%) of customers have experienced some type of service outage during the past 12 months, with 51 percent experiencing loss of signal. 
    • Other types of service outages experienced by customers include picture freezing (38%), post channel picture delay (26%) and picture tiling (19%).
    • Performance and reliability is the most critical factor driving overall satisfaction and meeting customer expectations.
    • The average monthly bill for television service is $87.
    “As customers expand their use of alternative video service, such as over-the-top service providers Netflix and Hulu, it’s important for cable and satellite TV providers to minimize service quality issues to reduce the likelihood of future customer defection,” said Kirk Parsons, senior director of telecommunications at 
    JD Power. 
    The 2013 U.S. Residential Television Service Provider Satisfaction Study is based on responses from 22,593 customers nationwide who evaluated their cable, satellite and Internet protocol (IPTV) television providers. The study was fielded in four waves: November 2012, January 2013, April 2013 and July 2013. The study measures customer satisfaction based on five factors: performance and reliability; cost of service; programming; billing; communication; and customer service.
     

    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 U.S. Residential Telephone Service Provider Satisfaction Study

    Managing Expectations for Service Restoration Becomes Critical as Outage-Related Issues Take a Toll on Performance and Reliability Satisfaction with Residential Telephone Service

    2013-09-26

    jdp-root

    WESTLAKE VILLAGE, Calif.: 26 September 2013 — Service outages due to severe weather or technical blackouts have a notably negative impact on satisfaction with telephone service performance and reliability among residential customers, according to the JD Power 2013 U.S. Residential Telephone Service Provider Satisfaction StudySM released today.

    KEY FINDINGS

    • Overall customer satisfaction among telephone service customers is 710 on a 1,000-point scale.
    • Satisfaction is 727 among customers who do not experience a service outage–85 points higher than among those who do experience at least one service outage (642).
    • Nearly one-fourth (21%) of customers indicate experiencing a service outage during the past year. 
    • Performance and reliability is the most critical factor in driving overall satisfaction and meeting customer expectations.
    • The incidence of customers who indicate they plan to drop their current telephone service during the next 12 months increases by 46 percent among those who have experienced a service outage, compared with those who have not experienced an outage (15% vs. 8%, respectively). 
    • The average monthly bill for telephone service is $45.
    “Given that performance and reliability is the most influential factor contributing to overall satisfaction, outages have an adverse negative impact on customer loyalty that cannot be ignored,” said Kirk Parsons, senior director of telecommunications at JD Power. “Reducing the number of outages may go a long way in retaining customers and growing the number of services purchased in the future.”
    The 2013 U.S. Residential Telephone Service Provider Satisfaction Study is based on responses from 19,432 customers nationwide who receive their local and long distance telephone service from one provider. The study was fielded in four waves: November 2012, January 2013, April 2013 and July 2013. Now in its 18th year, the study measures customer satisfaction with telephone service based on five factors: performance and reliability; cost of service; billing; communication; and customer service.
     

    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 U.S. Residential Internet Service Provider Satisfaction Study

    Customer Satisfaction Is High among Internet Customers Who Upgrade to Premium Speed Offerings To Boost Performance

    2013-09-26

    jdp-root

    WESTLAKE VILLAGE, Calif.: 26 September 2013 — When customers upgrade their basic Internet service as their need for bandwidth increases, levels of both overall satisfaction and customer loyalty increase, according to the JD Power 2013 U.S. Residential Internet Service Provider Satisfaction StudySM released today.
     

    KEY FINDINGS 

    • Overall customer satisfaction among Internet service customers is 683 on a 1,000-point scale.
    • Customer satisfaction increases to 712 among customers who upgrade to premium speed package–41 points higher than among those who have not upgraded their Internet service (671).
    • More than one-third (38%) of customers indicate upgrading to premium speed service packages. 
    • Performance and reliability is by far the most critical factor in driving overall satisfaction and meeting customer expectations. 
    • Customers who upgraded to premium speed packages make nearly twice as many positive recommendations to friends/family of their provider during the past year (23% vs. 14%).  
    • The average monthly bill for premium speed packages is $48, compared with $43 for basic Internet.
    “As streaming video grows in popularity, supporting customer demand for bandwidth and download speeds presents many challenges for the industry,” said Kirk Parsons, senior director of telecommunications at JD Power. “Meeting these challenges increases customer satisfaction. Providing value-based bandwidth and download speed offerings are key for industry growth.” 
     

    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 Vision Plan Satisfaction Report

    UnitedHealthcare Vision Ranks Highest in Customer Satisfaction among Vision Plan Providers

    2013-09-25

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    WESTLAKE VILLAGE, Calif.: 25 September 2013 — UnitedHealthcare Vision ranks highest in customer satisfaction among vision plan providers, performing particularly well in plan coverage and communication about plan benefits, according to the JD Power 2013 Vision Plan Satisfaction ReportSM released today.

    KEY FINDINGS

    • Overall satisfaction among vision plan members is 673 on a 1,000-point scale.
    • Among members who rate overall satisfaction 10 (Outstanding) on a 10-point scale, 83 percent say they “definitely will” select their current vision plan provider in the future.
    • Forty-two percent of members who rate overall satisfaction 10 (Outstanding) on a 10-point scale have single coverage.
    • The average monthly premium price paid for a vision plan is $36.33.

    “To highly satisfy vision plan members and build loyalty, providers need to clearly communicate up front their plan’s benefits, details of the coverage and the cost for monthly premiums and co-payments,” said Scott Hawkins, director of the healthcare practice at JD Power. “When the plan matches customer needs and expectations, the perceived value of the policy improves and satisfaction rises.”

    Rankings

    UnitedHealthcare Vision (704) ranks highest, followed by EyeMed (700) and VSP (687).
    The 2013 Vision Plan Satisfaction Report is based on responses from 3,015 verified vision plan members. The study was fielded from August 20, 2013, through August 26, 2013. The report measures vision plan member satisfaction based on four key factors (in order of importance): coverage, cost, communication and customer care.

    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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  • JD Power Certified Technology Service and Support Program: Riverbed Technology

    Riverbed Technology Recognized Again for Excellence in Certified Technology Service and Support Program

    2013-09-24

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    WESTLAKE VILLAGE, Calif.: 24 September 2013 — For a third consecutive year, Riverbed Technology has achieved certification under the JD Power Certified Technology Service and Support Program.SM This distinction recognizes Riverbed for delivering “An Outstanding Customer Service Experience” to customers globally.


    Jointly developed by JD Power  and the Technology Services Industry Association (TSIA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase. 


    “Riverbed’s customers have once again voiced their opinion of the company as a top-tier, customer-focused organization. By passing this rigorous certification program for the third consecutive year, Riverbed has demonstrated sustained levels of high performance year over year” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power. “The true mark of a world-class organization is its capacity to sustain excellence over time.”


    “Riverbed has, for the third consecutive year, demonstrated world-class customer satisfaction and technical support operational excellence,” said Thomas W. Pridham, senior vice president and general manager of TSIA’s Operational Best Practice and Certification programs. “Customers can rely on Riverbed for the people, processes and technology that are critical to the delivery of high quality support. The Riverbed technical support team should be very proud of their 2013 Certified Technology Services and Support certification recognition from JD Power.”


    To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies nationwide offering technology support, based on JD Power’ extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Certification is valid for one year.


    JD Power s evaluated Riverbed on its assisted service over the phone, email-based support, non-assisted website-based support, as well as depot support. For the certification, JD Power conducted a survey of Riverbed’s global customer base to establish an overall customer satisfaction index score and conducted onsite audits at Riverbed facilities.


    “Riverbed’s dedication to delivering a consistent, world-class support experience to our customers is reflected in these awards,” said Scott Downie, senior vice president of worldwide support at Riverbed. “Our philosophy is to focus on what is most important to the customer, and this companywide culture has enabled us to build the strong, lasting relationships we have with our customers. As we grow and scale our organization, we continue look for innovative ways to provide the fast and efficient services that make our customers successful within their own organizations.” 


    JD Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.

     


    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. 


    About TSIA


    The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or like us on Facebook. 


    Media Relations Contacts:


    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Suzanne Hite; TSIA, San Diego, Calif.; 410-774-5322; [email protected]  
    Lori Cross; Riverbed Technology; 415-527-4114; [email protected] 

    Follow us on Twitter: @JDPower