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  • 2013 Japan Replacement Tire Customer Satisfaction Index Study

    Customers’ Experience with the Tires Previously on Their Vehicle Drives Brand Loyalty With Replacement Tires

    2013-10-31

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    TOKYO: 31 October 2013 — The experience customers had with their tires significantly impacts their brand loyalty, as more than one-half of vehicle owners who were satisfied with the tires they previously had on their vehicle replaced them with the same brand, according to the JD Power Asia Pacific 2013 Japan Replacement Tire Customer Satisfaction Index StudySM released today.

    Now in its fifth year, the study examines market trends and measures customer satisfaction with replacement tires (excluding winter tires) purchased new. Overall customer satisfaction with replacement tires is based on four factors: traction/ handling, ride, wearability and appearance. Overall satisfaction scores (based on a 1,000-point scale) are calculated based on owner evaluations of 10 attributes.

    The study finds that 52 percent of owners who are highly satisfied (providing ratings of 8 to 10 on a 10-point scale) with their previous tires are repeat buyers who continue to purchase replacement tires from the same brand as their previous tires. In comparison, only 38 percent of owners who are less satisfied (ratings of 5 to 7) with their previous tires replace them with the same brand. Additionally, 50 percent of owners who were highly satisfied with their previous original equipment tires–those fitted on their vehicle when it was new–replaced them with the same brand of tire, while 56 percent of highly satisfied who previously owned replacement tires also repurchased the same brand.

    Satisfaction among owners who purchased replacement tires of the same brand as the previous original equipment tires averages 606, compared with an average of 602 among those who previously owned replacement tires.

    “At a time when the vehicle ownership cycle is lengthening, the number of tire replacements over a vehicle’s lifetime is increasing,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “For this reason, the initial experience with the original equipment tires has a significant impact on brand loyalty at the time of subsequent tire replacements. Finding ways to create repeat buyers who continue to use the brand of tires originally fitted on their new vehicles is important for expanding the customer base.”

    The study finds that 42 percent of vehicle owners compare and consider multiple brands when purchasing replacement tires. Satisfaction is 10 points higher among owners who compared and considered other brands than among those who did not (585 vs. 575, respectively). The most frequently cited reason for selection among all owners who purchased their tires at a retail store is “store employee recommendation” (41%). Among owners who did not compare and consider multiple brands, 45 percent chose their tires based on the “store employee recommendation.” In contrast, among owners who did compare and consider multiple brands, only 34 percent cite “store employee recommendation” as the reason they selected their tires.

    “Product presentation and messaging at retail stores, including recommendations by store employees, play a key role in the customer purchasing process at the time of the final decision,” said Kimoto. “It is becoming increasingly important for tire makers to reinforce retailer and distributor training in product knowledge and selling points, so they are better able to assist their customers.”

    The study finds that owners of vehicles in the large segment have the highest rate of problems (23%) with their tires’ traction/ handling, ride or wearability, while mini/ compact car owners experience the fewest (17%). Overall satisfaction among owners who have not experienced any problems with their replacement tires averages 592, which is 48 points higher than among those who have experienced one or more problems.

    2013 Ranking Highlights

    The overall satisfaction rankings in the four vehicle segments are as follows:

    • Mini/ Compact car segment: The segment average is 558. Dunlop ranks highest with a score of 580 and performs particularly well in ride, wearability and appearance. Bridgestone ranks second with a score of 577.
    • Midsize segment: The segment average is 598. Michelin ranks highest with a score of 648 and performs particularly well in all four factors. Michelin is followed by Bridgestone with a score of 624.
    • Large segment: The segment average is 630. Bridgestone ranks highest with a score of 670. Michelin performs particularly well in traction/ handling, ride and wearability. Michelin ranks second with a score of 667.
    • Minivan segment: The segment average is 576. Bridgestone ranks highest with a score of 601 and performs particularly well in the traction/ handling factor. Dunlop ranks second with a score of 600. The 2013 Japan Replacement Tire Customer Satisfaction Index Study is based on responses from 7,442 vehicle owners within the first three to 14 months of ownership who purchased their replacement tires between June 2012 and May 2013. The study was fielded in August 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 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/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

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  • 2013 U.S. Tablet Satisfaction Study—Volume 2

    Purchase Experience Greatly Impacts Overall Tablet Customer Satisfaction

    2013-10-31

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    WESTLAKE VILLAGE, Calif.: 31 October 2013 — Whether a tablet is purchased online or from a retail store, price, device information, brand and model selection greatly influence overall customer satisfaction, according to the JD Power 2013 U.S. Tablet Satisfaction StudySM—Volume 2 released today.

    KEY FINDINGS

    • More than one-half (59%) of tablet owners purchase their device in a store, while 41 percent purchase online. Tablet owners who purchase their device online rate their purchase experience 8.5 (on a 10-point scale), compared with 8.3 among those who purchase at a store, and also provide a slightly higher satisfaction rating for the price of the tablet (7.8 vs. 7.5, respectively).
    • Overall customer satisfaction with tablet devices is 821 (on a 1,000-point scale). Customer satisfaction among tablet owners who rate their purchase experience high (9 or 10) is 114 points higher (879) than those who rate their purchase experience lower (8 or below).
    • Prior to purchasing their tablet, 50 percent of consumers rely on recommendations from friends, family members or colleagues, while 49 percent gather information from the manufacturer’s website. These sources are followed by brand reputation (42%) and past experience with the brand (32%).
    • Samsung ranks highest with a score of 835 and is the only manufacturer to improve across all five factors since the previous reporting period in April 2013. Samsung showed particularly strong improvement in the cost factor (25-point increase). Apple ranks second scoring 833 and performs particularly well in performance and ease of operation.
    “Whether consumers prefer the online channel for competitive pricing compared with the tactile retail store experience, effectively matching owner needs with the appropriate tablet model during the purchase process goes a long way in positively influencing overall satisfaction,” said Kirk Parsons, senior director of telecommunications services at JD Power.
    The 2013 U.S. Tablet Satisfaction Study—Volume 2 is based on experiences evaluated by 3,375 tablet owners who have owned their current device for less than one year. The study was fielded between March and August 2013. The study measures satisfaction across five key factors (in order of importance): performance (26%); ease of operation (22%); styling and design (19%); features (17%); and cost (16%).

    Media Relations Contacts

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

    About JD Power and Advertising/Promotional Rules
    www.jdpower.com/corporate  
    About McGraw Hill Financial www.mhfi.com. 

     

  • 2013 India Customer Service Index (CSI) Study

    Proximity of Automotive Service Workshops in India Remains an Issue for Vehicle Owners

    2013-10-31

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    In this video, we tackled the following issues:

    • Chapter 1: Proximity of Service Network to Customers
    • Chapter 2: Service Initiation as Key Driver of Service Satisfaction
    • Chapter 3: Performance of Highest Ranked Make
    • Chapter 4: The Best Improved Make

     

    SINGAPORE: 31 Oct 2013 — Although the number of workshops in automakers’ service networks has increased significantly, the establishment of workshops in key locations where vehicle owners often live or work is not aligned to customer needs, which means it still takes vehicle owners the same amount of time to reach a service workshop as it did in 2009, according to the JD Power Asia Pacific 2013 India Customer Service Index (CSI) StudySM released today.

    The study, now in its 17th year, measures satisfaction among vehicle owners who visit an authorized dealership service center for maintenance or repair work between the first 12 to 24 months of vehicle ownership. The study measures overall satisfaction in five factors (listed in order of importance): service quality; vehicle pick-up; service advisor; service facility; and service initiation. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction.

    Convenience of location is among the key reasons of workshop choice among vehicle owners in India over the past 5 years. Yet proximity of service workshops in India remains an issue for vehicle owners. This has been compounded by the uneven growth of new-vehicle sales among the various regions and cities of India. New-vehicle sales have increased in areas that have fewer, or are farther away from, workshops.  As a result, the study finds that the time it takes vehicle owners to reach a workshop—25 to 30 minutes, on average—has remained largely unchanged during the past five years. 

    “While there has been service network expansion by all automakers during the past five years, the locations of these establishments are not sufficiently meeting customer needs in many cases either due to real estate availability, cost and local regulations,” said Mohit Arora, executive director, JD Power Asia Pacific. “Since vehicle servicing is seen as an essential errand, any steps taken to enhance customer convenience are likely to be appreciated.”

    The study also finds that automakers and dealerships are attempting to manage their per day intake of service vehicles by encouraging customers to schedule an appointment. 70 percent of customers made an appointment for service in 2013, compared with 65 percent in 2012. However, these service volumes have not been sufficiently aligned to manpower and infrastructure planning. While 82 percent of customers are attended to immediately when they arrive at the workshop, 18 percent still have to wait to get their vehicle in for service, an increase from 16 percent in 2012. Among customers who have to wait to get their vehicle in for service when they arrive at the workshop, 62 percent made an appointment for their service. 

    “Most vehicle owners prefer to schedule an appointment for service as it helps them plan their day,” said Arora. “It is important for dealerships to ensure that relevant skilled manpower is available to ensure a smooth process for getting the vehicle in for service and minimize waiting time. This is likely to become a key driver of overall satisfaction with the after-sales service process in India.”

    Overall customer satisfaction with the dealership service experience remains unchanged in 2013 from 2012 at 834 index points. While satisfaction with the service facility increases four points in 2013, the gain is offset by a four-point drop in the service initiation factor; all other factors remain unchanged from 2012.

    Maruti Suzuki ranks highest in customer satisfaction with dealer service for a 14th consecutive year, with a score of 876. Maruti Suzuki performs particularly well across all factors. Hyundai (833) and Honda (825) follow in the rankings. Hyundai is also the most improved brand in the study, with significant improvements achieved across all five factors.

    The overall quality of service completed continues to show consistently strong performance across the industry year over year. While 93 percent of owners indicate that the work was done correctly the first time, which is consistent with 2012 results, 71 percent of owners indicate that their vehicles were returned cleaner after the service–a 7 percent increase from 2012.

    “The quality of service remains consistently high, evidence that the automakers and their dealer networks are working hard to make service a satisfying experience for their customers,” said Arora. 

    Vehicle owners who are highly satisfied with dealer service tend to have higher levels of advocacy and loyalty to the dealership and the brand. Among owners who are highly satisfied with their service experience at the dealership (service satisfaction scores averaging 949 or higher), 93 percent indicate they “definitely would” revisit their service dealer for post-warranty service. In contrast, only 32 percent of less-satisfied owners (service satisfaction scores averaging 766 or lower) say the same. Similarly, 88 percent of highly satisfied owners indicate they “definitely would” purchase their next vehicle from the service dealer, compared with just 30 percent of those who are less satisfied.

    The 2013 India Customer Service Index Study is based on evaluations from 7,477 vehicle owners. The study was fielded from May to August 2013 and includes owners who purchased their vehicle between May 2011 and August 2012.

    About JD Power Asia Pacific

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

    About JD Power

    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.

    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: @JDPowerNo advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com/corporate

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  • 2013 China Initial Quality Study (IQS)

    Initial Quality with Domestic Brands in China Improves Significantly, Narrowing the Gap with International Brands

    2013-10-31

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    SHANGHAI: 31 October 2013 — Domestic automakers are making strides in improving vehicle initial quality, as Chinese brands significantly narrow the gap with international brands helping drive the overall industry average problem rate in China to a record low, according to the JD Power Asia Pacific 2013 China Initial Quality StudySM (IQS) released today.

    The study, now in its 14th year, examines problems experienced by new-vehicle owners within the first two to six months of ownership in two distinct categories: design-related problems and defects and malfunctions. The overall initial quality score is determined by problems reported per 100 vehicles (PP100), with a lower rate of problem incidence indicating higher quality.

    Overall initial quality of domestic brands improves to 155 PP100 in 2013, a significant decrease of 57 PP100 from 2012. Initial quality of international brands also improves year over year, to 104 PP100 in 2013 from 117 PP100 in 2012. The gap is quality scores between domestic brands and international brands has narrowed to 51 PP100 in 2013 from 95 PP100 in 2012.

    The improvement of Chinese domestic brands is largely driven by a significant reduction in the number of problems related to the engine/ transmission and heating, ventilation and air conditioning (HVAC) system, each decreasing by 12 PP100.

    “Chinese domestic brands achieve tremendous improvement in vehicle quality in 2013, with four domestic brands–GAC Motor, Venucia, Roewe and Luxgen[1]–performing above industry average,” said Dr. Mei Songlin, vice president and managing director of JD Power China. “We have seen the gap with international brands continually narrow during the past 14 years from 396 PP100 in 2000.”

    Overall initial quality across the industry averages 119 PP100 in 2013, which represents the lowest number of problems since the inception of the study in 2000.

    When examining initial quality by country of manufacturer origin, Korean brands have the highest overall initial quality with an average of 85 PP100, which is an 8 PP100 improvement from 2012. Japanese brands average 104 PP100 and improve by 9 PP100 from 2012. European and U.S. brands each average108 PP100, with improvements of 11 PP100 and 28 PP100, respectively, from 2012.

    Maintaining high initial quality is critical to retaining current customers and attracting new customers. According to the JD Power Asia Pacific 2013 China Sales Satisfaction Index (SSI) Study,SM initial quality is the most important driver of purchase decisions by new-vehicle buyers. The 2013 China IQS finds that among owners who experience no problems with their vehicle, 36 percent say they “definitely will” recommend their brand to others, while 18 percent say they “definitely will” repurchase the brand. In contrast, among owners who experience more than one problem with their vehicle, the rates of those who say they “definitely will” recommend and repurchase decline to 25 percent and 12 percent, respectively.

    “To further improve initial quality, automakers should focus on the most frequently reported problems among Chinese vehicle owners, such as issues regarding fuel efficiency and various noise problems,” said Tony Zhou, automotive research director at JD Power China.

    Excessive fuel consumption has remained the most frequently reported problem since 2007. New-vehicle owners in China tend to be particularly sensitive to noise problems; with brake noise and excessive wind noise the second- and third-most-frequently reported problems. Abnormal engine noises and tires–excessive road noises are also among the most frequently reported problems.

    2013 China IQS Ranking Highlights

    Lexus and Mercedes-Benz tie for highest-ranked nameplates in the study, averaging 52 PP100 each. Subaru (64 PP100) ranks third, followed by Volkswagen (66 PP100) and BMW (67 PP100).

    The model-level rankings show considerable global diversity. Among the 213 models examined in the study, two models from Beijing Hyundai (Hyundai Verna and Hyundai Sonata) and two from U.S. brand Shanghai General Motors (Chevrolet Sail and Buick GL8) rank highest in their respective segments. Receiving one award each are Japanese brands Toyota (Toyota Corolla EX) and Subaru (Subaru Forester); German brands BMW (BMW X1) and Mercedes-Benz (Mercedes-Benz E-Class); and Chinese domestic brands BYD (BYD F0) and Changan (Changan Star 2).

    In total, 10 vehicle segments are eligible for awards in the 2013 China IQS. Models ranking highest overall in their respective segments are:

    • Compact: BYD F0
    • Premium Compact: Chevrolet Sail
    • Entry Midsize: Hyundai Verna
    • Midsize: Toyota Corolla EX
    • Upper Premium Midsize: Hyundai Sonata
    • Luxury: Mercedes-Benz E-Class
    • SUV: Subaru Forester
    • Luxury SUV: BMW X1
    • MPV: Buick GL8
    • Mini Van: Changan Star 2

    The 2013 China Initial Quality Study (IQS) is based on evaluations from 21,181 owners of new vehicles purchased between October 2012 and June 2013. The study analyzes models in 12 vehicle segments and includes 213 different passenger-vehicle models from 65 different brands. The study was fielded from April to August 2013 in 46 major cities across China.

    About JD Power Asia Pacific

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

    About JD Power

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

    About McGraw Hill Financial

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

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

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    [1] No domestic brand exceeded industry average in the JD Power Asia Pacific 2012 China Initial Quality Study.SM

     

  • 2013 U.S. Small Business Banking Satisfaction Study

    Overall Satisfaction among Small Business Banking Customers Drops Despite a Rise in Fees Satisfaction

    2013-10-30

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    WESTLAKE VILLAGE, Calif.: 30 October 2013 — Overall satisfaction among small business banking customers declines due to dissatisfaction with problem resolution and with the most frequently used transaction methods, branch and online; yet, satisfaction with fees increases, according to the JD Power 2013 U.S. Small Business Banking Satisfaction Study.SM

    KEY FINDINGS

    • Overall satisfaction among small business banking customers has decreased in 2013 by 9 points (on a 1,000-point scale).
    • Banks made fewer changes to their small business customers’ fee structures in 2013, which contributes to the increase in satisfaction with fees.
    • Mobile banking satisfaction increases 27 points, although usage among small business customers remains low at only 11 percent.
    • Fifty-five percent of customers perceive their bank as technologically innovative, down from 67 percent in 2012.
    • Forty percent of small business banking customers with an assigned account manager indicate at least one change in account manager during the past year, negatively impacting overall satisfaction.
    “Small business customers continue to rely on the branch for many of their routine transactions, even though retail consumers are quickly migrating to self-service channels, including online and mobile. Banks are falling short of small business customers’ expectations in both the branch and offering innovative services to make it easier to manage their finances,” said Jim Miller, senior director of banking at JD Power. “Financial institutions should focus on tailoring products and services specifically to their small business customers rather than expecting them to make due with those that are designed for retail customers or larger commercial relationships.”

    Small Business Banking Satisfaction Regional Rankings

    Chase ranks highest in small business banking satisfaction in the Midwest, West and South regions and performs particularly well in product offerings; facility; credit services; fees; and channel activities. TD Bank ranks highest in small business banking satisfaction in the Northeast region and performs particularly well in product offerings; facility; account information; and channel activities.
    The 2013 U.S. Small Business Banking Satisfaction Study, now in its eighth year, includes responses from nearly 9,100 small business owners or financial decision-makers who use business banking services. The study measures small business customer satisfaction with the overall banking experience by examining eight factors: product offerings; account manager; facility; account information; problem resolution; credit services; fees; and channel activities. The study was fielded from July 2013 through August 2013.

    Media Relations Contacts:

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

    About JD Power and Advertising/Promotional Rules
    http://www.jdpower.com/about/index.htm  
    About McGraw Hill Financial www.mhfi.com. 



     

  • 2013 U.S. Auto Claims Satisfaction Study

    Improvements in First Notice of Loss and Claims Settlement Drives Higher Customer Satisfaction

    2013-10-30

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    WESTLAKE VILLAGE, Calif.: 30 October 2013 — Customer satisfaction with auto insurance claims handling is improving, due in large part to insurers’ improvements in managing the first notice of loss (FNOL) process and providing faster payments to claimants, according to the JD Power 2013 U.S. Auto Claims Satisfaction StudySM released today.

    KEY FINDINGS 

    • Overall satisfaction with settlement improves by three points on a 1,000-point scale in 2013, compared with 2012, while satisfaction with first notice of loss improves by four points.
    • FNOL satisfaction improves due to improvements in explaining both the policy coverage and the claims process to claimants. Satisfaction with the claim settlement improves because insurers are paying claims faster–51 percent of claimants received their payment within eight days of FNOL in 2013, compared with 45 percent in 2012.
    • Auto Club of Southern California Insurance Group ranks highest in auto claims satisfaction with an index score of 889, a 15-point improvement from 2012 and a 65-point improvement from 2011.
    • Overall satisfaction improves for 13 of the 25 insurance companies included in the study.
    • Claimant experience impacts loyalty and advocacy. Among claimants who are “delighted” (satisfaction scores of 900 or higher), 80 percent say they “definitely will” renew with their current insurer and 79 percent “definitely will” recommend their insurer to others. Among claimants who are “pleased” (scores of 750-899), only 53 percent “definitely will” renew and 45 percent “definitely will” recommend.    
    • Overall customer satisfaction with auto claims averages 855 in 2013, up three points from 2012.
    “While personal auto insurance is a relatively low-touch category, claims handling is an area where insurers can make a big impact on customer satisfaction in a relatively short period of time,” said Jeremy Bowler, senior director of the global insurance practice at JD Power. “Satisfaction for Auto Club of Southern California Insurance Group and others that have developed a customer-centric focus on the claims process has significantly improved during the past couple of years.”
    The 2013 U.S. Auto Claims Satisfaction Study is based on responses from more than 11,500 auto insurance customers who settled a claim within the past 6 months. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed roadside assistance claims. Survey data was collected between December 2012 and September 2013.

    Media Relations Contacts:

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

    About JD Power and Advertising/Promotional Rules
    http://www.jdpower.com/about/index.htm  
    About McGraw Hill Financial www.mhfi.com. 

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  • JD Power Certified Call Center Program—Salt River Project (SRP)

    Salt River Project Call Centers Recognized for Providing An Outstanding Customer Service Experience

    2013-10-28

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    WESTLAKE VILLAGE, Calif.: 28 October — Salt River Project (SRP) has been recognized for an eighth consecutive year for call center operation customer satisfaction excellence under the JD Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Salt River Project’s service call center operations to provide “An Outstanding Customer Service Experience.”


    To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Salt River Project customers who recently contacted its call centers in Mesa, Tempe and Queen Creek, Arizona.


    “In achieving certification for eight years running, SRP epitomizes an organization committed to providing outstanding service to customers contacting its call center,” said Mark Miller, senior director at JD Power.


    For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Powers’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.


    “We are extremely proud to receive this certification for the eighth consecutive year,” said Renee Castillo, SRP senior director customer services. “It underscores our ongoing commitment to provide exceptional customer service to every customer on every call.”


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


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

    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 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.



    Media Relations Contacts:


    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Patty Garcia; Salt River Project; Phoenix, AZ; (602) 236-2500; [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

    Follow us on Twitter: @JDPower


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  • JD Power Certified Call Center Program—Guardian Retirement Solutions

    Guardian Retirement Solutions Call Center Recognized for Providing an Outstanding Customer Service Experience

    2013-10-28

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    WESTLAKE VILLAGE, Calif.: 28 October 2013 — Guardian Retirement Solutions, a unit of The Guardian Insurance & Annuity Company, Inc., has been recognized for call center operation customer satisfaction excellence for a third consecutive year under the JD Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Guardian Retirement’s service call center operations to provide “An Outstanding Customer Service Experience.”


    To become certified, the call center successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Guardian Retirement’s customers who recently contacted its call center in Bethlehem, PA.


    “In achieving certification for the third consecutive year, Guardian Retirement Solutions has demonstrated its commitment to delivering outstanding service to its financial benefit plan customers contacting its call center,” said Mark Miller, senior director at JD Power. “Among their many strengths are their customer service representatives, who perform particularly well in resolving problems, questions or requests in a timely manner, being courteous and demonstrating knowledge.”


    For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided; the ease of navigating the phone menu prompts; and the ease of understanding the phone menu instructions.


    “Superior customer service is key to success in the retirement marketplace. Achieving the JD Power Call Center Certification for the third consecutive year underscores Guardian’s commitment to being the go-to 401(k) provider in the micro-small plan market, as well as the carrier of choice for our annuity business, presenting our clients with exceptional service that consistently exceeds their expectations,” said Kim Flemm, vice president and head of operations, Guardian Retirement Solutions.


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



    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. 

    Media Relations Contacts:

    John Tews; Troy, Mich.; (248) 680-6218; [email protected]
    Jeanette Volpi; Guardian Life Insurance Company of America; (212) 919-2188
    [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. JDPower.com

    Follow us on Twitter: @JDPower


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  • 2013 Japan Navigation Systems Customer Satisfaction Index Study

    Expandability Is a Key Factor in Product Differentiation for Aftermarket Navigation Systems

    2013-10-25

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    TOKYO: 25 October 2013 — Expansion features, such as rear entertainment capability, improve overall customer satisfaction with aftermarket navigation systems, according to the JD Power Asia Pacific 2013 Japan Navigation Systems Customer Satisfaction Index StudySM released today.

    Now in its seventh year, the study measures customer satisfaction with aftermarket brand in-dash vehicle navigation systems. The study also measures satisfaction with navigation systems as in-vehicle information systems–also known as a portable navigation device (PND)—including music and video player functions, and telematics services, as well as search and guidance functions. For in-dash systems, four factors are examined (in order of importance): navigation function1 (42%); infotainment equipment (21%); operation/user interface (20%); and screen (17%). Overall satisfaction scores are calculated based on customer evaluations of multiple attributes of these factors and are based on a 1,000-point scale.

    The study finds that satisfaction among owners of in-dash aftermarket navigation systems equipped with expansion features, such as rear entertainment systems is 558, which is 26 points higher than the in-dash aftermarket navigation segment average of 532, and 15 points higher than satisfaction among owners of aftermarket navigation systems equipped with terrestrial digital TV tuners–an increasingly desirable feature (543).

    Similar to owners of factory- or dealer-installed (OEM) navigation systems, owners of aftermarket systems desire expansion features that contribute to security and safety, with 58 percent of owners indicating they have a rear-view camera, 7 percent indicating they have a front-view camera, and 5 percent indicating they have a side-view camera. These safety features also contribute to high satisfaction, as overall satisfaction among owners of aftermarket navigation systems with rear-view cameras is 537, while satisfaction among owners with front-view cameras and side-view cameras is 551 and 540, respectively.

    “Sales of in-dash aftermarket navigation systems and PNDs have decreased, and low-price navigation systems/devices have emerged in the market,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “Since it is known that owners value expansion features, incorporating these expansion features into aftermarket systems will help differentiate them from other basic, low-cost systems.”

    High satisfaction leads to higher repurchase intent and customer recommendations. The study finds that 40 percent of owners who are highly satisfied with their in-dash aftermarket navigation system (index score of 800 higher on a 1,000-point scale) indicate they “definitely will” repurchase the same brand when they buy their next navigation system and 30 percent say they “definitely will” recommend the brand to others. However, loyalty and advocacy decrease to 12 percent and 8 percent, respectively, among owners with satisfaction scores between 700 and 799. Repurchase intent and product recommendation increase dramatically when the overall satisfaction is 800 points or higher.

    The Alpine Big X series ranks highest aftermarket navigation systems in the in-dash segment for a second consecutive year, achieving a score of 564 points. The Big X series performs particularly well in the screen and infotainment equipment factors. The Panasonic Strada H series (550) ranks second and The Pioneer Cyber Navi (549) ranks third.

    “Until now, successful aftermarket navigation systems have been highly distinctive systems that fully explored the possibilities of specific functions and high-spec systems with features that OEM navigation systems cannot keep pace with,” said Kimoto. “Aftermarket systems with functions and appearance similar to factory- or dealer-installed navigation systems that also utilize expansion features to provide systems that owners can customize are key to achieving differentiation from competitors.”

    The 2013 Japan Navigation Systems Customer Satisfaction Study is based on responses from 2,623 owners who purchased their system between April 2011 and March 2013. The Internet study was fielded in July 2013.

    The 2013 Japan Navigation Systems Customer Satisfaction Index Studyis one of eight consumer-based benchmark studies conducted by JD Power Asia Pacific in Japan. Other 2013 studies conducted by JD Power Asia Pacific include:
    • The 2013 Japan Winter Tire Customer Satisfaction Index Study, which measures overall customer satisfaction with winter tires, was released in May.
    • The 2013 Japan Initial Quality Study (IQS), which measures problems experienced by new-vehicle owners during the first two to nine months of ownership, was released in late August.
    • The 2013 Japan Sales Satisfaction Index (SSI) Study, which measures satisfaction with the new-vehicle sales process, was released in late August.
    • The 2013 Japan Customer Service Index (CSI) Study, which measures overall customer satisfaction with service performed at automotive dealer facilities, was released in late September.
    • The 2013 Japan Automotive Performance, Execution and Layout (APEAL) Study, which measures what excites and delights owners about their new vehicle’s performance and design during the first two to nine months of ownership, was released in late September.
    • The JD Power Asia Pacific 2013 Japan Navigation Systems Customer Satisfaction Index Study (OEM), which measures customer satisfaction with factory- and dealer-installed navigation systems, was released in October.
    • The 2013 Japan Original Equipment Tire Satisfaction Study, which measures customer satisfaction on original equipment tires, was released in October.
    • The 2013 Japan Replacement Tire Satisfaction Study, which measures customer satisfaction with replacement tires, will be released in October.

    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/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
    1 Navigation Function includes evaluations of destination search, route setting, route/road guidance and map data

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  • October 2013 Monthly Automotive Sales Forecast

    New-Vehicle Buyers Timid During Government Shutdown; However, Retail Light Vehicle Sales Expected to Improve as October Closes

    2013-10-24

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    WESTLAKE VILLAGE, Calif.: 24 October 2013 — While the government shutdown constrained new-vehicle retail sales during the first half of October, the overall pace for the month remains slightly ahead of the running average for the year, according to a monthly sales forecast developed jointly by JD Power and LMC Automotive.

    Retail Light-Vehicle Sales

    New-vehicle retail sales in October are projected to come in at 1,016,500 units, an 8 percent increase from October 2012. Retail transactions are the most accurate measure of true underlying consumer demand for new vehicles. The seasonally adjusted annualized rate (SAAR) in October is expected to be 12.8 million units, compared with the year-to-date run rate of 12.7 million units.

    U.S. Retail SAAR–October 2012 to October 2013
    (in millions of units)


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

    Retail sales during the first two weeks of October were up only 1.6 percent (selling-day adjusted), compared with October 2012, but retail sales during the third week were up 7.7 percent, compared with the same period a year ago.  
    Sales in the Atlantic Coastal region, which had the highest concentration of government employees impacted by the shutdown, suffered the most, down 6.5 percent through the first two weeks of October. Sales in the region bounced back when the shutdown ended, surpassing sales during the same period in 2012 by 2.5 percent. 
    “The government shutdown clearly had an impact on retail sales through government employees directly affected by the shutdown, vehicle shoppers involved in businesses impacted by the shutdown and its impact on consumer confidence,” said John Humphrey, senior vice president of the global automotive practice at JD Power. “However, sales in the third week of the month strengthened relative to the first two weeks, which is evidence of vehicle buyers delaying their purchase until the shutdown was resolved.”

    Total Light-Vehicle Sales

    Total light-vehicle sales in October also are expected to increase 8 percent from October 2012. Fleet sales are expected to return to a 200,000 unit level, after 220,000 sales in September, with share of industry dropping to 17 percent from 19 percent in September. Fleet share for the full year is expected to come in below the 18 percent level.
    JD Power and LMC Automotive U.S. Sales and SAAR Comparisons



    1 Figures cited for October 2013 are forecasted based on the first 17 selling days of the month.

    2The percentage change is adjusted based on the number of selling days in the month (27 days in October 2013 vs. 26 days in October 2012).

    Sales Outlook

    The sales outlook for 2013 remains unchanged at 15.6 million units. However, with two months of a slight pullback, retail sales are projected to come in at 12.8 million, a slight decline from the previous forecast of 12.9.

    “The industry didn’t escape the turmoil in Washington, but the disruption was not enough to stop the auto recovery,” said Jeff Schuster, senior vice president of forecasting at LMC Automotive. “Light-vehicle sales volume north of 16 million units in 2014 is well within reach; however, there is a higher level of risk that consumer confidence could be distracted again in the first quarter if, as expected, the debt ceiling gridlock returns.”

    North American Production

    Year-to-date production in North America through September is up more than 4 percent from the same period in 2012. Production in September 2013 was at 1.4 million units, a 13 percent increase from September 2012.

    The lower sales pace in September, combined with higher production, has caused a slight increase in inventory levels. October started with a 63-day supply, up from 56 days at the beginning of September.
     

    A 63-day supply represents a healthy level that is right in the middle of the 60- to 65-day supply normal range. Schuster notes that given the current selling rate for October, days supply is expected to climb further toward the mid-60-day range, but should not have a negative impact on production levels, as a small inventory buffer may help meet demand as the year closes out.

              

    LMC Automotive has nudged up the volume outlook for 2013 North American production to 16.1 million units from 16.0 million. The overall growth rate is expected to slow slightly in 2014, with volume forecast up 3 percent to 16.5 million units. Leading the way, in terms of growth next year, are BMW, Daimler and Renault-Nissan, all with newly sourced vehicles in North America. BMW, with the X4, and Nissan, with the Murano and a full year of the Rogue, are expected to post double-digit production growth, while Daimler, with the addition of the C-Class, is expected to be up 21 percent from 2013.

     

    About JD Power

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

     

    About McGraw Hill Financial 

    McGraw Hill Financial (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]

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

     
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