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  • September 2013 Monthly Automotive Sales Forecast

    New-Vehicle Sales Slow in September Due to Timing of Labor Day; However, Overall Sales Trend Remains Positive

    2013-09-19

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    WESTLAKE VILLAGE, Calif.: 19 September 2013 — The new-vehicle sales pace in September has slowed slightly from its sprint in recent months, as volume is impacted by fewer selling days and the absence of Labor Day from September tallies, according to a monthly sales forecast developed jointly by JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    New-vehicle retail sales in September 2013 are projected to come in at 933,400 units, a 2 percent increase from September 2012. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles. The seasonally adjusted annualized rate (SAAR) in September is expected to be 12.4 million units. 
    “Although the year-over-year sales gain in September is smaller than has been observed in recent months, it’s important to recognize that September reported sales are being heavily influenced by a quirk on the industry sales calendar,” said John Humphrey, senior vice president of the global automotive practice at JD Power. 

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


    Source: thePower Information Network® (PIN) from JD Power

    The auto industry reports sales on a sales month basis rather than a calendar month basis. Historically, the Labor Day holiday has fallen in the September sales month; however, in 2013, it fell in the August sales month, meaning that sales delivered over the holiday weekend were counted in August sales rather than September. JD Power estimates that more than 248,000 new vehicles were sold during the Labor Day weekend. Had those sales been included in September, LMC Automotive indicates they would have lifted the monthly SAAR into the low 13 million unit range. 
    Humphrey commented that due to this difference in the sales reporting calendar in 2013, it makes sense to evaluate August and September sales in combination.  
    “When combined, August and September retail sales are expected to be up 10.6 percent, compared with August and September 2012, which underscores the continued positive trajectory in growth and overall health of the industry,” said Humphrey.

    Total Light-Vehicle Sales

    Total light-vehicle sales in September are expected to rise 4 percent, benefiting from a higher share of fleet sales relative to August. Fleet share returns to 18 percent, up from 11 percent in August. Fleet volume is expected to approach 200,000 units. At the current pace, fleet sales should account for less than 18 percent of the market in 2013. 
    “Fleet sales have been averaging between 20 and 22 percent annually and typically have a much lower margin than retail sales,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Therefore, fleet sales below 18 percent contribute to the overall financial health of the industry.”
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons


    1    Figures cited for September 2013 are forecasted based on the first 10 selling days of the month.
    2The percentage change is adjusted based on the number of selling days in the month (23 days in September 2013 vs. 25 days in September 2012).

    Sales Outlook 

    LMC Automotive is holding its 2013 forecast for total light-vehicle sales at 15.6 million units. However, retail light-vehicle sales are tracking slightly ahead of expectations with the total year now expected to come in at 12.9 million units, a slight increase from the previous forecast of 12.8 million units.
     
    “Even with the timing-driven volatility in August and September, the year-to-date selling rate of 15.5 million units is consistent with expectations of stronger retail-driven growth in 2013,” said Schuster. “Balancing growth with risk, and with all positive variables perfectly aligned, the automotive market right now is as strong as we’ve seen in several years.”
     

    North American Production

    North American production year-to-date through August remains up 4 percent relative to the same period in 2012, with volume up nearly 400,000 units to 10.7 million units. With automakers closely managing the supply-and-demand ratio, inventory levels in early September are holding at a 54-day supply, down slightly from 56 days in August. Overall inventory volume remains below 3.0 million units at 2.9 million. Given that capacity utilization is currently above 90 percent, the lean level of inventory is expected to continue throughout the remainder of 2013, with supply lingering below the 60-day level.

    LMC Automotive’s forecast for 2013 North American production holds at 16.0 million units, a 4 percent increase from 2012. Looking ahead, the 2014 production forecast is currently at 16.5 million units, up 3 percent from 2013. Volume is expected to get a boost from a higher level of demand, but also from the introduction of new vehicles. Key new production sourcing for 2014 include BMW X4; Ford Transit; Honda Fit; Mazda3; and Mercedes-Benz C-Class. In addition, 28 redesign models are expected to hit the market in 2014, up from nine in 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. 

    About LMC Automotive

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

    Media Relations Contacts:

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

    Follow us on Twitter: @JDPower

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

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  • 2013 Gas Utility Residential Customer Satisfaction Study

    Lower Bills and Better Communication Help Boost Residential Customer Satisfaction with Gas Utility Companies

    2013-09-18

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    WESTLAKE VILLAGE, Calif: 18 September 2013 — Lower monthly bills and better communication from utility companies are helping lift customer satisfaction with their natural gas provider, according to the JD Power 2013 Gas Utility Residential Customer Satisfaction StudySM released today.
    The study, now in its 12th year, measures residential customer satisfaction with gas utility companies across six factors: billing and payment; price; corporate citizenship; communications; customer service; and field service. 

    Key Findings

    • Overall satisfaction with natural gas utility companies averages 640 in 2013.
    • On average, monthly gas bills are $75, down from $98 in 2009.
    • Satisfaction is significantly higher among customers who are aware of their gas provider’s energy-saving programs than among those who are not aware of these programs.

    Overall satisfaction with natural gas utility companies averages 640 (on a 1,000-point scale) in 2013, up from 634 in 2012 and a 24-point increase from 616 in 2009.

    The increase in overall customer satisfaction is due in part to lower gas prices, with customers paying an average monthly bill of $75, down from $78 in 2012 and $98 in 2009. As a result, residential gas customer satisfaction with price averages 587, a 17-point increase from 2012. 
    The study finds that gas utility companies are communicating more effectively with their customers, specifically regarding their energy-saving programs. One-third (33%) of customers are aware of their utility’s energy-efficiency programs, an increase from 27 percent in 2012. Overall satisfaction among customers who say they are “very familiar” with the conservation programs offered by their utility is 107 points higher than among those who say they are “somewhat familiar” with these programs and 225 points higher than among those who say they are “not at all” aware. 
    “Monthly gas bills are the lowest we’ve seen in years, and the gas utility companies are effectively communicating with their customers regarding conserving energy and saving money,” said Jeff Conklin, senior director of the energy practice at JD Power. “That’s the perfect recipe for higher satisfaction.”

    Corporate Citizenship and Satisfaction

    Gas utility companies that are involved in the local community have more satisfied customers, provided their customers are aware of the efforts. For example, overall satisfaction among the 11 percent of customers who are aware of their gas utility company employees’ volunteer efforts in the local community is 758, compared with 576 among those who are not aware of the volunteer efforts. Moreover, satisfaction among the 21 percent of customers who are aware of their gas provider’s environmental efforts is 152 points higher than among those who are not aware.
    “Communication is better than ever, but there is still room for improvement,” said Conklin. “Making customers aware of what their utility is doing in the local community, from supporting local development to making financial donations, demonstrates how gas providers are giving back and helps increase overall customer satisfaction.”
    The study ranks large and midsize utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segment serve between 165,000 and 399,999 residential customers, while companies in the large utility segment serve 400,000 or more residential customers.

    East Region

    Among large utilities in the East region, UGI ranks highest with a score of 652. Following in the segment rankings are New Jersey Natural Gas (648) and National Fuel Gas (641).
    In the East region midsize utility segment, South Jersey Gas ranks highest (642), followed by Rochester Gas & Electric (641) and Columbia Gas of Pennsylvania (627).

    Midwest Region

    MidAmerican Energy ranks highest among large utilities in the Midwest region for a second consecutive year, with a score of 670. DTE Energy ranks second (660) and Columbia Gas of Ohio ranks third (646).
    Among midsize utilities in the Midwest region, Citizens Energy Group ranks highest for a second consecutive year, with a score of 642.  Alliant Energy ranks second (639), followed by Duke Energy and Metropolitan Utilities District in a tie (637 each). 

    South Region 

    Oklahoma Natural Gas ranks highest in the large utility segment in the South region for a second consecutive year, with a score of 669. CenterPoint Energy-South ranks second (663) and Texas Gas Service ranks third (662). 
    Among midsize utilities in the South region, TECO Peoples Gas ranks highest with a score of 655. Following in the segment rankings are Virginia Natural Gas (654) and CPS Energy (651).

    West Region

    NW Natural ranks highest among large utilities in the West region with a score of 676. Following in the segment rankings are Southern California Gas Company (670) and Questar Gas (652).
    Among midsize utilities in the West region, Cascade Natural Gas and Intermountain Gas Company rank highest in a tie at 655 each. Colorado Springs Utilities ranks third at 653.
    The 2013 Gas Utility Residential Customer Satisfaction Study is based on more than 64,600 responses from residential customers of the 74 largest gas utilities across the continental United States. The study was fielded between September 2012 and July 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:

    Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]
    John Tews; Troy, Mich.; (248) 680-6218; [email protected] 

    Follow us on Twitter: @JDPower

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

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  • 2013 New Autoshopper Study

    During the Initial Shopping Process, More Than One-Half of Gen Y Internet Shoppers Are Open to Considering Any Vehicle Brand

    2013-09-09

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    WESTLAKE VILLAGE, Calif.: 9 September 2013 — Among new-vehicle buyers who use the Internet in the automotive shopping process, one-half are open to any brand when they initially begin to shop, and more than one-half of Gen Y buyers are open to consider any brand that meets their needs, according to the JD Power 2013 New Autoshopper StudySM released today. 
    The study analyzes how new-vehicle buyers use digital devices (computers, smartphones and tablets) to gather information prior to purchase, as well as which websites and apps are used. Overall, 79 percent of new-vehicle buyers use the Internet to research their new vehicle purchase during the shopping process. 
    Among all Automotive Internet Users (AIUs), 50 percent are open to any brand at the outset of their shopping process, which increases to 54 percent among Gen Y. Nearly one-half (47%) of Gen Y AIUs use smartphones in their shopping process, which is more than any other demographic.
    “It is important for brands and websites to pay special attention to Gen Y buyers, as they are increasing in market share at the greatest rate among all new-vehicle buyers and now comprise more than 20 percent of all retail sales. Automotive manufacturers have a great opportunity to influence these buyers during their shopping process, particularly since so many of them begin the process fairly open minded,” said Arianne Walker, senior director, automotive media & marketing at  JD Power. “Additionally, the digital presence of the brand through mobile advertising and content across mobile-accessible sites and apps may be a great way to reach Gen Y buyers, since we see almost half use a smartphone during the shopping process.”
    Although AIUs continue to use a desktop/laptop computer most often to gather information while shopping, tablet and smartphone usage has dramatically increased year over year (39% and 15%, respectively). For the first time, the percentage of AIUs using tablets has surpassed those using smartphones (25% and 23%, respectively). More than one-third (34%) of AIUs perform research using multiple devices, including desktop/laptops, smartphones, tablets and gaming consoles.
    The study finds that almost all AIUs (98%) visit manufacturer sites during their shopping process, followed by dealer sites (83%); third-party sites (80%); and social media sites (7%). AIUs more frequently indicate that third-party (54%) and manufacturer (52%) websites are very helpful during the new-vehicle shopping process, compared with dealer and social media sites/apps.
    “As automotive Internet users continue to rely heavily on automotive manufacturer and third-party websites, an opportunity is created for sites to differentiate themselves further by providing engaging content and useful shopping tools that target consumers at each stage of the shopping process,” said Walker.
    The study finds that Consumer Reports, Edmunds.com and Kelley Blue Book (kbb.com) are among the most frequently visited third-party websites, with AIUs visiting these sites more often than the other 33 third-party websites measured in the study. Additionally, AIUs indicate that the model pricing information, vehicle ratings and reviews and vehicle comparison information are among the most useful third-party website content when making a purchase decision.  
    JD Power research finds the following Internet shopping behaviors among AIUs: 
    • On average, the entire vehicle-shopping process takes approximately four months for AIUs. 
    • On average, AIUs access 10 automotive websites before purchasing a vehicle (including third-party, dealer and manufacturer sites).
    • 90 percent or more of AIUs use model information and vehicle pricing. However, only 19 percent of AIUs access dealer ratings/reviews prior to purchase.
    The 2013 New Autoshopper Study is based on responses from 17,012 purchasers and lessees of 2011 to 2013 model-year new vehicles who used information gathered digitally during the shopping process.

     

    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 JD Power Certified Technology Service and Support Program: Cisco

    Cisco Recognized for Excellence in Certified Technology Service and Support Program For a Fourth Consecutive Year

    2013-09-03

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    WESTLAKE VILLAGE, Calif.: 3 September 2013 — For a fourth consecutive year, Cisco has achieved certification under the JD Power Certified Technology Service and Support Program.SM This distinction recognizes Cisco for delivering “An Outstanding Customer Service Experience” to customers globally. This is the seventh time Cisco has achieved certification. 


    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. 


    “Earning this certification for four consecutive years demonstrates sustained levels of high performance year over year in an environment that is continually evolving. Cisco is to be congratulated on this significant achievement,” said Ritesh Kochhar, senior manager of the Certified Technology Service and Support Program at JD Power. “Cisco has made the satisfaction of their customers a priority, which comes through loud and clear in our research.”


    “Cisco Systems has once again demonstrated their industry leadership with this fourth consecutive certification recognition of outstanding results in all aspects of the JD Power and TSIA audits of their Global Technical Support Operations,” said Tom Pridham, senior vice president and general manager of major accounts and the Operational Best Practices Program at TSIA. “Their commitment to customer satisfaction, continual quality improvement, partner success and innovation, sets a high bar for the Global marketplace.”


    To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies nationwide that offer technology support. This is based on JD Power’s 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 evaluated Cisco on its assisted service over the phone, email-based support, non-assisted website-based support, and depot support. For the certification, JD Power conducted a survey of Cisco’s global customer base to establish an overall customer satisfaction index score, as well as on-site audits at Cisco facilities.


    “Innovation, improvement, customer and partner success are core values at Cisco,” said Joe Pinto, senior vice president, Cisco Services. “We continually gather customer feedback to find new ways to use innovative technologies and exceptional service to exceed our customers’ expectations and solve their toughest business issues. This prestigious recognition reflects the critical value of intelligent networks to our customers and partners and the role exceptional technical services and support plays in their success.”


    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]

    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. Small Business Commercial Insurance Study

    Small Businesses Place High Importance on Commercial Insurance Agents and Brokers Understanding Their Business and Helping Them Manage Risk

    2013-09-03

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    WESTLAKE VILLAGE, Calif.: 3 September 2013 — Small businesses most value having an agent or broker who completely understands their individual business and provides guidance in assessing and managing their risk. The highest-ranked insurers deliver on both of these metrics for 60 percent of their customers, compared with the lowest-ranked insurers at 33 percent, according to the JD Power 2013 U.S. Small Business Commercial Insurance StudySM released today.
    The inaugural study examines overall customer satisfaction, insurance shopping and purchase behavior among small business commercial insurance customers with 50 or fewer employees. Overall satisfaction is comprised of five factors (in order of importance): interaction; policy offerings; price; billing and payment; and claims.

    Key Findings

    • Overall customer satisfaction among small business customers is 777.
    • Satisfaction is significantly higher when an agent or broker understands their customer’s business and provides guidance regarding risk (835) than when neither of these metrics is met (645).
    • Policy offerings–not price–is the primary reason small business customers select an insurer; level of service is the primary reason they stay with their insurer more than two years.
    Overall customer satisfaction among small business customers is 777 (on a 1,000-point scale). Among the five factors impacting satisfaction, interaction has the highest importance weight at 29 percent, followed by policy offerings at 26 percent. Interaction satisfaction is highest when customers interact with an agent or broker in person (854). In contrast, satisfaction is significantly lower when customers interact via email (819).
    Customer satisfaction is highest among small businesses with 11-50 employees, compared to businesses with four or fewer employees (790 vs. 769, respectively). Higher scores among larger businesses are influenced by agents and brokers spending more time with these key accounts. Agents and brokers are not only interacting with these larger businesses more frequently, but the interactions are also three times more likely to be made in person outside of the agent’s office, compared to businesses with four or fewer employees (24% vs. 8%, respectively). Consultation via face-to-face interactions allows insurance agents to understand the customer’s needs, provide helpful information regarding risk and tailor insurance products to meet their needs.
    “Providing face-to-face consultation, from policy review to helping customers understand price adjustments initiated by the insurer, is crucial for customer retention and satisfaction,” said Jeremy Bowler, senior director of the insurance practice at JD Power. “Those small business customers who have regular face-to-face contact with their insurance agents are more likely to understand their coverage, its value and the reason for a price adjustment should one occur. These customers are more likely to be satisfied and loyal to the insurance brand than those who don’t have regular in-person interactions.” 

    Bowler also noted that satisfaction is higher when insurers inform small business customers about price changes in person (823) than when they inform customers by phone (805) or email (783). 

    Policy offerings is an increasingly important driver of customer retention, especially for small businesses with 11-50 employees. The higher the employee count, the more important the product selection becomes. Nearly two-thirds (62%) of small businesses with 11-50 employees indicate policy offerings are a leading reason for retaining business with their insurer, compared with 50 percent of businesses with fewer than five employees. 

    Confidence that they’re properly insured is of critical importance to small business owners, who need to understand the variety of insurance coverage options and know that the policy meets their needs. Among businesses customers who purchased their policy within the past two years, policy offerings, not price, is the most frequently cited reason for selecting their insurer. 

    “Small business customers who are highly satisfied with their insurer are more likely to work with just one insurance provider for all their insurance needs, as well as purchase more products, on average, from their carrier,” said Bowler. “For example, highly satisfied customers average 5.4 products with their insurer, compared with 4.3 products for the least-satisfied customers.”

    Small Business Commercial Insurance Customer Satisfaction Rankings

    Erie Insurance ranks highest among small business commercial insurers, with a score of 808. Erie Insurance performs particularly well in the interaction and policy offerings factors. American Family and Nationwide tie for second overall at 794 each. American Family performs particularly well in price, while Nationwide performs well in billing and payment.

    The 2013 U.S. Small Business Commercial Insurance Study is based on 3,742 responses from insurance decision-makers in businesses with 50 or fewer employees that purchase general liability and/or property insurance. The study was fielded from April 2013 through July 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:

    Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; (818) 598-1115; [email protected]John Tews; Troy, Mich.; (248) 680-6218; [email protected]Follow us on Twitter: @JDPower No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com/corporate

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  • 2013 Indonesia Customer Service Index (CSI) Study

    A Quick Service Turnaround Is Important to the After-Sales Service Experience in Indonesia

    2013-09-02

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    SINGAPORE: 2 September 2013 — Customers in Indonesia are increasingly seeking a quick service experience—from the time they bring their vehicle in for service to the actual service time and to the payment and pick-up process—according to the JD Power Asia Pacific 2013 Indonesia Customer Service Index (CSI) StudySM released today.

    The study, now in its 13th year, measures satisfaction among vehicle owners who visit an 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; service facility; vehicle pick-up; and service advisor. Dealership service performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction. 

    Overall customer satisfaction in Indonesia averages 755 points in 2013, which is a 15-point improvement from 2012. Across the industry, satisfaction has increased year over year in all factors, particularly in service initiation (+18 points) and service advisor (+15 points). Satisfaction scores for all nameplates have also improved, compared with 2012. 

    Satisfaction among customers who indicate that their vehicle was serviced within an hour is 19 points higher than among those who indicate that it took four hours or more. Further, satisfaction among customers who are able to complete the documentation and payment process within five minutes is 14 points higher, on average, than among those whose documentation and payment takes 16 minutes or longer. 

    “Apart from the service time, customers have to also spend additional time driving through traffic, both before and after service, increasing the time involved in getting their vehicle serviced,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “Thus, customers appreciate their dealership’s efforts to shorten the service time, informing them promptly when the vehicle is ready and facilitating a quick documentation and pick-up process once their vehicle is ready.” 

    The study finds that satisfaction is higher among customers who are attended to as soon as they arrive at the dealership than among those who have to wait. Nearly one-third (29%) of all customers indicate they have to wait to be attended to when they arrive at the service center, with the proportion being much higher (37%) in such large cities as Jakarta. 

    “Attending to customers promptly upon their arrival at the dealership is an important element in managing customer expectations,” said Nair. “For many customers, taking their vehicle in for service entails taking time away from other daily activities. Customers are looking to start off the service process as quickly as possible once they arrive at the service center, and they appreciate being attended to quickly.” 

    Among the 12 nameplates included in the study, Ford ranks highest in overall customer satisfaction with a score of 772. Ford performs particularly well in service initiation, service facility, vehicle pick-up and service quality. Following Ford in the rankings is Isuzu (764), which performs particularly well in service advisor and vehicle pick-up. 

    “Many automakers have been making improvements, such as increasing service capacity and introducing such programs as express maintenance, which customers clearly appreciate,” said Nair. “However, with the strong growth in vehicle sales during the past few years, dealerships have to consider how they can best balance operational efficiency and continue to delight their customers.” 

    Vehicle owners who are highly satisfied with dealer service tend to have higher levels of 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 791 and above), 61 percent say they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 41 percent of less-satisfied owners (CSI scores averaging 724 and below) say the same. Similarly, 42 percent of highly satisfied owners say they “definitely would” recommend their make to friends and relatives, compared with just 25 percent of those who are less satisfied. 

    The 2013 Indonesia CSI Study is based on responses from 3,432 vehicle owners who received delivery of their new vehicle between February 2011 and May 2012 and took their vehicle for service to an authorized dealer or service center between August 2012 and May 2013. The study was fielded between February and May 2013. 

    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. 

    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 accessedthrough the Internet at www.jdpower.com. Media e-mail contact: [email protected]

    About JD Power

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

    About McGraw Hill Financial

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

    Media Relations Contacts:

    XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65 6 733 8980; [email protected]
    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com/corporate

    # # #

     

  • 2013 Malaysia Sales Satisfaction Index (SSI) Study

    New-Vehicle Buyer Satisfaction with Sales Process in Malaysia Improves, But the Gap in Performance between Domestic and Import Manufacturers Widens

    1970-01-01

    jdp-root

    SINGAPORE: 2 September 2013 — While overall customer satisfaction with the new-vehicle sales process in Malaysia improves in 2013, the gap in satisfaction between domestic and import auto manufacturers has widened, according to the JD Power Asia Pacific 2013 Malaysia Sales Satisfaction Index (SSI) StudySM released today.

    Special Video for Automakers: “Recognizing Excellence, Driving Results!” &nbsp

    In this video, we tackled the following issues:

    • Chapter one: Introduction of the 2013 Malaysia SSI study
    • Chapter two: Performance of the Highest Ranked Make in the study
    • Chapter three: Performance of the Most Improved Make in the study
    • Chapter four: Widening gap of the National and Non-National makes
    Now in its 11th year, the study examines seven factors that contribute to overall customer satisfaction with the new-vehicle purchase experience (in order of importance): delivery process; sales initiation; salesperson; paperwork; delivery timing; dealer facility; and deal. Performance is reported as an index score based on a 1,000-point scale, in which a higher overall score indicates greater satisfaction with the new-vehicle sales and delivery process. 

    Overall sales satisfaction in Malaysia averages 798 in 2013, an increase of 17 points from 2012. Overall satisfaction improves among all factors when compared with 2012, with dealer facility (+25 points) and delivery process (+20) showing the largest improvements. 
    While overall sales satisfaction has improved in 2013, the gap in sales satisfaction between domestic and import manufacturers in Malaysia has widened to 30 points in 2013 from 11 points in 2012. Contributing to the increase in the gap are lower scores year over year in the sales initiation and salesperson factors.
    “Salesperson-centric qualities, such as fulfillment of commitments, focusing attention on the customer, and thoroughness of following up on customer requests, are key areas for improvement,” said Rajaswaran Tharmalingam, Malaysia country head at JD Power Asia Pacific, Singapore.
    The study identifies 19 sales standards that enhance the overall customer sales experience.  When shown the list of 19 sales standards and asked to identify which ones their salesperson followed, 72 percent of new-vehicle buyers in 2013 say their salesperson followed at least 14 standards, an increase from 70 percent in 2012.
    Improvements in overall sales satisfaction in 2013 are also attributed to external factors, such as the stabilization in the supply chain for popular models in the market.
    “Natural disasters such as the Japan tsunami and Thailand floods in 2011 caused inventory shortages in 2012, which affected deliveries and customer satisfaction,” said Tharmalingam. 
    Tharmalingam also notes that guidelines by Malaysia’s Bank Negara that made it more difficult to obtain a vehicle loan in 2012 have eased somewhat in 2013, making credit more available to new-vehicle buyers in Malaysia. 
    “Automakers need to be aware of, and take into consideration, the influence of external factors so that they are able to better position themselves to manage new-vehicle buyer expectations,” said Tharmalingam.
    The study finds that the salesperson should have adequate product knowledge, including such sales promotion information as discounts, to help make the process more enriching for new-vehicle buyers.  While 69 percent of buyers knew exactly the model they wanted before they visited the showroom, 23 percent say the salesperson’s knowledge regarding vehicles was either disappointing or indifferent. 
    “Continuous product training for the sales team helps ensure they achieve a meaningful discussion with product-savvy new-vehicle buyers,” said Tharmalingam.  “Exceeding buyer expectations creates a notably positive experience.  Following up with buyers after the sale goes a long way to improving satisfaction.”
    Presently, only 67 percent of buyers are contacted after delivery of their new vehicle to ensure they are satisfied. 
    Among the 12 brands included in the 2013 study, Toyota ranks highest with a score of 826. Toyota improves across all factors, with the largest year-over-year improvements in salesperson, deal, paperwork and dealer facility. 
    Nissan ranks second with 823 points, followed by Suzuki (821), Mazda (813) and Ford (812).  Suzuki is the most-improved brand with a 61-point increase in overall score from 2012.
    The 2013 Malaysia SSI Study is based on responses from 2,622 new-vehicle buyers who purchased their vehicle between August 2012 and April 2013. The study, which measures new-vehicle owner satisfaction with the sales and delivery experience at authorized dealers in Malaysia, was fielded between February 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 accessedthrough 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 atwww.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

    # # #

     

  • 2013 Thailand Sales Satisfaction Index (SSI) Study

    New-Vehicle Buyers in Thailand Are Doing More Preliminary Research Prior to Visiting Dealer Showrooms

    2013-08-30

    jdp-root

    BANGKOK: 30 August 2013 — New-vehicle buyers in Thailand are increasingly using multiple sources to gather information prior to visiting dealer showrooms and making their purchase decisions, according to the JD Power Asia Pacific 2013 Thailand Sales Satisfaction Index (SSI) StudySM released today. 

    Now in its 14th year, the study examines seven factors that contribute to overall customer satisfaction with their new-vehicle purchase experience (in order of importance): delivery process; salesperson; dealer facility; sales initiation; paperwork; delivery timing; and deal. Sales performance is reported as an index score based on a 1,000-point scale, with a higher score indicating greater satisfaction with the new-vehicle sales and delivery process. 

    The study finds that new-vehicle shoppers, on average, are using 3 sources to gather information before they visit a dealership, up from 2.5 sources in 2012. Among information sources shoppers use are television, friends and relatives and the Internet. In particular, Internet usage is rapidly growing, reaching 45 percent among new-vehicle shoppers in 2013, up from 33 percent in 2012. 

    A growing proportion (83%) of new-vehicle shoppers has already decided on their desired vehicle prior to visiting the dealership, compared with 2012 (79%). In addition, 79 percent of shoppers do not consider any models other than the one they decided upon before visiting the dealer. 

    “New-vehicle buyers in Thailand are becoming more aware and knowledgeable before their purchase, which is necessary as the number of models and options, demand and competition increase,” said Loic Pean, senior manager at JD Power Asia Pacific, Singapore. “With an increased proportion of first-time buyers, who typically are younger and more educated, we’re finding that they do their homework in order to be more comfortable and efficient in their discussions with sales advisors once in the showroom.” 

    Overall sales satisfaction averages 904 in 2013, a four-point improvement from 2012. Sales satisfaction has improved from 2012 in all factors, with the exception of salesperson and paperwork. Ratings of salespeople on courtesy and friendliness, patience—allowing customer sufficient time before deciding on their vehicle—and appropriateness of sales pressures have notably declined.

    “Salespeople are starting to put uncomfortable pressure on customers again, reversing a trend observed during the past several years,” said Pean. “Likely feeling more confident due to the high demand for new vehicles, sales advisors’ attention to their customers is decreasing, and they are perceived as more aggressive in trying to persuade customers to buy immediately, pay more or select a vehicle without the exact options the customer wants.” 

    The study also finds that adherence to a comprehensive and consistent implementation of 19 sales standards among salespersons has a direct relationship with customers’ positive recommendations of the dealership. When shown the list of 19 sales standards and asked to identify which ones the salesperson followed, 83 percent of customers who checked at least 17 of the 19 also say that they “definitely will” recommend their purchase dealer to friends, family or acquaintances. Among customers who checked 10 or fewer standards, only 47 percent indicate the same advocacy for their dealer. 

    “Dealer principals and managers should actively monitor the sales experience and follow up with their customers after purchase to make sure they’re satisfied with their sales experience,” said Pean. “A satisfied customer is a loyal customer, as well as one who will help promote the dealer to others.”
    Among the nine brands ranked in the study, Toyota ranks highest in sales satisfaction for a second consecutive year, with an SSI score of 915. Toyota also posts the largest year-over-year improvement (+10 points). Toyota performs particularly well in all seven factors. Isuzu and Mazda rank second in a tie at 904 each. 

    The 2013 Thailand SSI Study is based on responses from 3,612 new-vehicle owners who purchased their vehicle between August 2012 and March 2013. The study was fielded between February and May 2013.

    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. 

    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 japan.jdpower.com. Media email contact: [email protected]

    About JD Power

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

    About McGraw Hill Financial

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

    Media Relations Contacts:

    XingTi Liu; JD Power Asia Pacific; 08-Shenton Way, #44-02/03/04; Singapore, 068811; Phone +65 6 733 8980; [email protected]
    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com/corporate

    # # #

     

  • 2013 Philippines Sales Satisfaction Index (SSI)

    Overall New-Vehicle Sales Satisfaction in the Philippines Declines after Two Consecutive Years of Improvement

    2013-08-30

    jdp-root

    SINGAPORE: 30 August 2013 — Despite strong first half improvements in new-vehicle sales in the Philippines, overall satisfaction with the new-vehicle purchase experience has declined in 2013, according to the JD Power Asia Pacific 2013 Philippines Sales Satisfaction Index (SSI) StudySM released today. 

    Now in its 13th year, the study examines seven factors that contribute to overall customer satisfaction with the purchase experience. In order of importance, they are delivery process; delivery timing; salesperson; paperwork; deal; sales initiation; and dealer facility. SSI performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher customer satisfaction.

    Overall sales satisfaction averages 846 in 2013, down nine points from 2012. The decline in satisfaction is driven by lower scores across all factors, most notably in salesperson.

    “Managing the expectations of new-vehicle buyers is a crucial aspect of the salesperson’s responsibility at dealerships, and this is where the communication and following through on commitments hold the greatest value in sales satisfaction,” said Mohit Arora, executive director at JD Power Asia Pacific, Singapore. “Fewer customers in 2013 have been informed about the delivery timing of their vehicle, which impacts the proportion of customers who are delighted with their salesperson’s level of commitment.”

    The study finds that 76 percent of new-vehicle buyers finance their new-vehicle purchase through a loan, an increase of 5 percent from 2012. However, a salesperson’s initiative in offering a loan to buyers has significantly declined, as the proportion of new-vehicle buyers who are offered a loan declines to 79 percent in 2013 from 90 percent in 2012. Additionally, among buyers who use a dealer-arranged loan in the purchase of their new vehicle, 69 percent choose an independent financial provider themselves, a significant increase from 44 percent in 2012. Satisfaction scores among these customers is 17 points lower than among those who obtain a loan through the vehicle make’s finance provider and 40 points lower than among those who finance through a provider endorsed by the dealership.

    “As the Philippines has experienced a growth in credit during the past years, banks have been very aggressive in their auto loan offerings in the market,” said Arora. “The convenience of applying online, the speed of having a loan approved, low interest rates, and such other perks as the issuance of credit cards, are among the items that attract would-be buyers to finance their purchase of a new vehicle through a financial provider of their choice.”

    Arora suggested that dealerships and manufacturers have to adapt quickly to the changing preferences of customers and encourage them to use captive finance providers for which satisfaction scores are highest.

    The study also finds that customer satisfaction with the overall purchase experience has a strong impact on their loyalty to the dealer. Approximately 51 percent of “delighted” customers (those providing a rating of 10 on a 10-point scale) say they “definitely would” have their vehicle serviced at the purchase dealer, compared with zero percent of “disappointed” customers (those providing a rating of 5 or less).

    “In a market where word of mouth is a critical source of information for new-vehicle buyers, dealerships and manufacturers must not lose focus on delivering exceptional service, which begins during the sales process,” said Arora. “Doing so encourages favorable recommendations that, in turn, promote repeat business.”

    Among the 10 brands ranked in the study, Ford ranks highest with an overall score of 855. Ford performs particularly well in five factors: delivery process; delivery timing; paperwork; deal; and dealer facility. Nissan and Toyota rank second, in a tie, with a score of 849 each. Hyundai ranks third at 847 and performs particularly well in the deal and sales initiation factors. 

    The 2013 Philippines SSI Study is based on responses from 1,573 new-vehicle owners who purchased their vehicles between August 2012 and April 2013. The study was fielded from February to 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, Australia, 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

    # # #

     

  • 2013 Vietnam Customer Service Index (CSI) Study

    JD Power Asia Pacific Reports: Explaining the Work to Be Performed Prior To and Immediately Following Vehicle Service Helps Dealers Improve Customer Satisfaction

    2013-11-01

    jdp-root

    SINGAPORE: 01 November 2013 — Customer satisfaction improves when dealers explain the type and scope of service work to customers before and after performing maintenance or repairs on their vehicle, according to the J. D. Power Asia Pacific 2013 Vietnam Customer Service Index (CSI) StudySM released today.

    Now in its fifth year, the study measures new-vehicle owner satisfaction with the after-sales service experience by examining dealership performance in five factors. In order of importance, they are service quality; vehicle pick-up; service facility; service advisor and service initiation. CSI performance is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

    The study finds that customers prefer to have the work explained prior to their service visit and after maintenance or repairs have been completed, as satisfaction improves 24 index points when the service advisor does both.

    “Customers expect to understand the work being done to their vehicles not only prior to the service, but also after the service completion,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “This ensures customers are informed about all work done on their vehicles, and helps to improve transparency and potentially builds trust with their dealer.”

    The study finds that 70 percent of customers indicate their service advisor knew their vehicle’s service history, a nine-point decline from 2012. Satisfaction averages 833 points among customers whose service advisor knew their vehicle’s service history, compared with 807 points among customers whose service advisors were not aware of their vehicle’s history.

    “Service advisors play an important role in engaging with the customer, as they are the face of the brand when a customer visits the authorized service center,” says Nair. “Knowing the vehicle’s service history helps service advisors anticipate customer needs and determine more accurately the actual work required on the vehicle.”

    Customer satisfaction with the service experience builds loyalty and advocacy. The study finds that 75 percent of customers who are highly satisfied with their service experience (index scores of 865 or higher) say they “definitely would” revisit the service dealer for warranty service, compared with only 49 percent of customers who have lower satisfaction (scores below 790 index points) who say the same. Moreover, 60 percent of highly satisfied customers who indicate that their overall service experience was better than expected say they “definitely would” revisit the same dealer for post-warranty work, compared with only 47 percent of customers who had a service experience about the same as expected.

    Additionally, 61 percent of highly satisfied customers say they “definitely would” recommend their vehicle brand to friends and relatives, while only 26 percent of customers who have lower satisfaction say the same.

    Among the five brands ranked in the study, Kia ranks highest in overall satisfaction with a score of 830. Kia performs particularly well in the service facility, vehicle pick-up and service quality factors. Ford ranks second with 825, performing particularly well in the service advisor factor. Overall customer satisfaction with dealer service averages 825 in 2013, a six-point decline from 2012.

    The 2013 Vietnam Customer Service Index (CSI) Study measures the overall satisfaction of vehicle owners who visited 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 1,148 new-vehicle owners who purchased their vehicle between May 2011 and July 2012, and took their vehicle for service to an authorized dealer or service center between November 2012 and July 2013. The study was fielded between May and 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 performance analytics services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in Australia, China, 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 JDPower.com. Media email 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/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.

    Follow us on Twitter @jdpower