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  • 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 2

    Switching Traditional Mobile Phone Devices Is Greatly Impacted by Level of Usage Activity, as Ease of Operation Factor Is Key in Satisfaction

    2013-10-24

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    WESTLAKE VILLAGE, Calif.: 24 October 2013 — High usage activity among traditional mobile phone customers, particularly among those who are more likely to text, increases the likelihood to switch devices, according to the JD Power 2013 U.S. Wireless Traditional Mobile Phone Satisfaction StudySM—Volume 2 released today.

    KEY FINDINGS

    • Among customers who text at least 30 times within a two-day period, 49 percent say they “definitely will” or “probably will” switch to a different traditional mobile phone or to a smartphone in the next 12 months. In comparison, only 32 percent of customers who text less than 10 times in a two-day period say the same.
    • Overall satisfaction with traditional mobile phone devices is lower among customers who text 30 or more times in a two-day period than among those who text fewer than 10 times (725 vs. 740, respectively, on a 1,000-point scale).
    • Ease of operation is a key factor impacting traditional mobile device satisfaction, as pressing/activity keys, navigation and ease of texting/messaging are critical operational activities among customers who frequently use their device.
    • The primary reason for purchasing a traditional mobile phone device is cost/price (57%), followed by feature set (15%) and style/design (14%).
    • Overall customer satisfaction with traditional mobile phone devices is 735.
    “It’s very interesting to see the correlation between switching intent and how frequently customers use their traditional mobile phone device,” said Kirk Parsons, senior director of telecommunications services at JD Power. “It’s very critical for OEM brands to provide devices that are easy to use, especially when texting, given the typically small physical size of traditional mobile phones, compared with much larger smartphone devices where touch screens dominate the communication experience.”

    The 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 2 is based on experiences evaluated by 1,929 traditional device customers who have owned their current phone less than one year. The study was fielded between February and August 2013. The study measures customer satisfaction in four factors: performance (29%); ease of operation (26%); physical design (24%); and features (21%).

    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. 

     

  • 2013 Vietnam Sales Satisfaction Index (SSI) Study

    Dealers Need to Offer More Test Drives to Further Improve Satisfaction

    2013-10-22

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    SINGAPORE: 22 October 2013 — Offering a test drive to new-vehicle buyers who visit a dealership in Vietnam increases customer satisfaction with the sales process, according to the JD Power Asia Pacific 2013 Vietnam Sales Satisfaction Index (SSI) StudySM released today.

    Now in its fifth year, the study examines seven factors that contribute to overall satisfaction with the purchase experience. In order of importance, they are delivery process (29%); delivery timing (17%); sales initiation (15%); paperwork (11%); salesperson (11%); dealer facility (10%); and deal (7%). SSI performance is reported as an index score based on a 1,000-point scale, where a higher overall SSI score indicates higher satisfaction with the new-vehicle sales and delivery process. Overall sales satisfaction averages 850 in 2013–a 4-point increase from 2012.

    While the study finds that 36 percent of new-vehicle shoppers actually take a test drive, only 73 percent of new-vehicle buyers are offered a test drive by the dealer—a 7 percent decrease from 2012. Overall satisfaction with the sales experience is 852 among buyers who are offered a test drive, which is eight points higher than among those who were not offered a test drive. Among new-vehicle buyers who already own a vehicle, offering a test drive is even more important, with overall satisfaction among customers given the option to test the vehicle (869) 19 points higher than the industry average.

    According to the study, the average length of a test drive is 17 minutes in 2013, compared with 19 minutes in 2012 and 21 minutes in 2011.

    “It is important that dealers encourage customers to test drive their new-vehicles in order to familiarize themselves with the various features and benefits of the car,” said Rajeev Nair, director at JD Power Asia Pacific, Singapore. “A test drive is a great opportunity for the salesperson to demonstrate and highlight vehicle features to customers, answer any queries that customers may have and help to differentiate their brand from those of competitors.”

    With 84 percent of new-vehicle buyers in Vietnam purchasing a new vehicle for the first time, the study finds that satisfaction is higher among new-vehicle buyers when their salesperson spends more than 30 minutes to conduct a thorough handover of the new vehicle to the customer—15 points higher than among buyers whose salesperson spends 15 minutes or fewer with them at the time of delivery.

    “Customers are often excited to take delivery of their new vehicle and appreciate the time taken by the salesperson to explain not only the vehicle features, but also answer questions related to the service intervals and warranty coverage,” said Nair. “This is especially so in Vietnam where the majority of new vehicle owners are first time buyers, and they may not be familiar with all aspects of the new vehicle.”

    According to the study, friends and family is the most popular source of information for new-vehicle shoppers (89%). However, 78 percent of new-vehicle shoppers in Vietnam use the Internet to research vehicle makes and models, up from 61 percent in 2012.

    “The importance of the Internet in Vietnam underscores the need for brands and dealerships to provide a strong Web presence that both informs and attracts customers,” said Nair. “Brands that can leverage the Internet to extend and complement their physical dealerships stand to benefit from engaging customers across multiple contact channels.”

    The study shows a close correlation between customer satisfaction with the new-vehicle purchase and delivery experience, and customers’ future loyalty and advocacy intentions toward their dealer and brand. Among highly satisfied customers (SSI scores of 886 or higher), 52 percent say they “definitely would” recommend their dealer to friends and relatives, compared with only 33 percent among highly dissatisfied customers (SSI scores of 812 or lower). A similar positive trend is reflected for customer intentions to recommend the vehicle brand they purchased.

    Among the six brands ranked in the study, Hyundai ranks highest in overall sales satisfaction with a score of 856, up 8 points from 2012. Hyundai performs particularly well in the sales initiation, deal, salesperson and delivery timing factors. Honda ranks second (853), followed by Toyota (852).

    The 2013 Vietnam Sales Satisfaction Index (SSI) Study is based on responses from 922 new-vehicle owners who purchased their vehicle between October 2012 and July 2013. The study was fielded between May and August 2013 and measures new-vehicle owner satisfaction with the sales and delivery experience from authorized dealers in Vietnam.

    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.

    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

     

  • 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 2

    Both Apple and Samsung Lead in Overall Satisfaction Performance among the U.S. Wireless Tier 1 Carriers, Excelling in All Smartphone Experience Factors

    2013-10-17

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    WESTLAKE VILLAGE, Calif.: 17 October 2013 — Apple and Samsung are the only smartphone brands to achieve overall satisfaction scores that are at or above the study average in all four performance factors, according to the JD Power 2013 U.S. Wireless Smartphone Satisfaction StudySM—Volume 2 released today.



    KEY FINDINGS



    • Overall satisfaction with smartphone devices is highest among AT&T customers (843), followed by Sprint (835); T-Mobile (825); and Verizon Wireless (825) customers1.

    • Among Apple smartphone owners, satisfaction with their overall experience is highest among Verizon Wireless customers (861). Among Samsung smartphone owners, satisfaction is highest among Sprint customers (853).

    • Smartphone models that perform particularly well across all four U.S. wireless Tier 1 carriers[1] include (by OEM in alphabetical order): Apple iPhone 5; Blackberry Z10; Nokia Lumia 920 and Samsung Galaxy Note II.

    • The primary reasons for purchasing a smartphone device differ by carrier. Sprint customers are more likely to purchase their smartphone device because of phone features, while T-Mobile customers are more likely to select their smartphone due to price.

    • Overall customer satisfaction among smartphone owners is 833 on a 1,000-point scale.


    “It’s very interesting to see that satisfaction performance differs by smartphone brand across Tier 1 carriers,” said Kirk Parsons, senior director of telecommunications services at JD Power. “This indicates that carrier services and how these carriers position specific features and services on their devices influence the experience customers have with their smartphone device.”


    The 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 2 is based on experiences evaluated by 16,421 smartphone customers who have owned their current smartphone device less than one year and who are customers of the four Tier 1 carriers. The study was fielded between February and August 2013. The study measures customer satisfaction in four factors: performance (33%); physical design (23%); features (22%); and ease of operation (22%).


    1 Ranking calculations have changed from previous studies and is now based on Tier 1 carrier customer base instead of by overall OEM smartphone brand.


    [1] A Tier 1 carrier includes the four national wireless providers in the U.S. including AT&T, Sprint, T-Mobile and Verizon Wireless.


    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. 


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  • 2013 Japan Navigation Systems Customer Satisfaction Index Study (OEM)

    Factory- and Dealer-Installed Navigation Systems Need to Provide Customers with a Richer Telematics Experience

    2013-10-17

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    TOKYO: 17 October 2013 — As vehicle owners often use their own smartphones or tablets in their vehicles, providing a navigation system that is able to interface with external devices is key for automakers to differentiate themselves in a competitive market, according to the JD Power Asia Pacific 2013 Japan Navigation Systems Customer Satisfaction Index Study (OEM)SM released today.

    Now in its sixth year, the study analyzes overall customer satisfaction with factory- and dealer-installed navigation systems, including standard equipment and optional systems installed by automakers and dealers.[1] The study measures satisfaction with navigation systems as in-vehicle information systems, including music and video player functions and telematics services, in addition to search and guidance functions. Four factors are examined (listed in order of importance): navigation function[2] (39%); infotainment equipment (21%); operation/ user interface (20%); and screen (19%). 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 2013 study finds that 51 percent of vehicle owners own smartphones and 13 percent own tablets, with 12 percent of those owners using navigation functions (applications) on these devices to supplement their vehicle navigation systems. Navigation systems in vehicles are generally limited to providing maps and detailed routes to help drivers find their destination.

    “Automakers that are able to provide navigation systems that seamlessly link to a smartphone, tablet or laptop computer to better meet the driver’s needs are best positioned to differentiate themselves in the market,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “The key to increasing satisfaction is the ability to provide drivers with a smooth, stress-free operation when using their navigation system.”

    The percentage of customers who use telematics services has increased to 29 percent in 2013, up from 25 percent in 2012. One of the benefits of telematics modules is a safety feature that allows the driver to stay connected through their navigation system when a problem such as an accident occurs, making it possible to gather data about the vehicle condition and the owner’s driving behaviors. Through telematics modules, dealers also are better able to track when a vehicle requires maintenance or when there is a pending problem, such as a decrease in battery voltage.

    However, 71 percent of customers whose navigation system supports telematics do not currently use telematics services. The primary reasons customers do not use the telematics services are because they are unaware the service exists; they are unfamiliar with the service; or they don’t want to pay the charges associated with the service.

    “Dealers need to do a better job of introducing the service to customers and explaining the benefits of telematics at the time of purchase,” said Kimoto.

    Additionally, customers who do not use telematics services indicate a strong preference for telematics features that contribute to security and safety, such as a vehicle theft-prevention monitor; GPS tracking; and weather and road condition alerts.

    “In-vehicle systems are likely to evolve from the current systems, which are centered on navigation, to include music, videos and other infotainment features built into sophisticated systems that link to advanced driver assistance systems (ADAS),” said Kimoto. “Navigation systems are expected to become integrated systems that not only provide driver support using current car-mounted cameras and radar, but also detect the driver’s condition and provide alerts and warnings to the driver.”

    In terms of problems, overall satisfaction is 40 points higher among customers who do not experience any problems with their navigation system related to searching for their destination or setting their travel route than among those who experience a single problem. Moreover, satisfaction substantially declines when customers experience problems with their navigation system’s control method, such as sensitivity of touch screen/ hard button; difficult to use in operation; and a data entry method that is not user-friendly.

    Lexus ranks highest in the luxury brand segment for a second consecutive year, with an overall score of 652, performing particularly well in all four factors. The luxury brand segment average score is 557.

    Subaru ranks highest in the mass market brand segment with a score of 537. Subaru performs particularly well in the screen and infotainment equipment factors. Toyota ranks second (529), performing particularly well in the navigation function and operation/user interface factors, and Nissan ranks third (526). The mass market brand segment average score is 522.

    The 2013 Japan Navigation Systems Customer Satisfaction Index Study is based on responses from 6,017 vehicle owners who purchased a new vehicle equipped with an OEM navigation system between April 2011 and March 2013. The Internet study was fielded in July 2013.

    The Japan Navigation Systems Customer Satisfaction Index Study is 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 Satisfaction 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 2013 Japan Original Equipment Tire Satisfaction Study, which measures customer satisfaction with 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 late 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

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    [1] Optional systems installed by dealers: systems that do not display the names or logos of aftermarket navigation system makers

    [2] Navigation function includes evaluations of destination search, route setting, route/ road guidance and map data


     

  • 2013 Automotive Mobile Site Study

    Consumers Expect More Content Available on Mobile; Automakers and Third-Party Auto Websites Are Taking on the Challenge

    2013-10-10

    jdp-root

    WESTLAKE VILLAGE, Calif.: 10 October 2013 — Today’s consumers are more mobile and expect all website content to be available on their mobile devices. Automakers and third-party websites are trying to meet that demand by offering rich content on mobile devices similar to that on desktop sites, according to the JD Power 2013 Automotive Mobile Site Study.SM

    The study finds that some automakers are adopting responsive design technology that provides the same content across all devices, including desktop, tablet and mobile. Those automotive websites that are executing responsive design technology are setting themselves apart as embracing advanced website technology, but they need to ensure all content is displayed appropriately for each specific device.

    KEY FINDINGS

    • A large majority (89%) of shoppers expect all website content to be available on all their devices.

    • Two of the 33 OEMs included in the study have fully implemented responsive design on their websites, with several more OEMs experimenting on vehicle model pages.

    • OEM sites that have implemented responsive design have experienced a significant drop in either speed or appearance scores year-over-year.

    • High-performing OEM and third-party automotive mobile sites are effective at providing rich content and offering intuitive navigation, which helps shoppers get to key vehicle information.

    “As automotive websites adopt responsive design technology, there are some usability drawbacks for shoppers, specifically in how all that rich content is displayed on a mobile device,” said Arianne Walker, senior director, automotive media & marketing at JD Power. “Of the two sites that made the full transition to responsive design, one provided shoppers too much scrolling content and the other’s structure and appearance made the site seem light on content. Showcasing the vehicle’s key features, while providing consistent navigation into the content, may drastically improve the overall mobile shopping experience.”

    Automotive Mobile Site Rankings

    Among OEM websites, Infiniti ranks highest with a score of 800 (on a 1,000-point scale). Following Infiniti in the rankings are Acura (792), Kia (774) and Porsche (772). Among third-party sites, Cars.com ranks highest (743), followed by Kelley Blue Book (703) and Edmunds.com (698). 

    “Third-party websites have a unique challenge at providing that same rich content regardless of the brand, vehicle segment or cross-shopping needs to really help shoppers get to the key information no matter what they are shopping for,” said Walker.  

    The 2013 Automotive Mobile Site Study examines the features and content of automotive manufacturer and third-party mobile websites and their usefulness in the vehicle-shopping process. The study includes 9,465 evaluations of automotive mobile websites from vehicle shoppers who intend to purchase or lease a vehicle within the next two years. The study was fielded in August 2013.

    About JD Power

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/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.

    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 Mexico Vehicle Ownership Satisfaction Study

    Reliability/Durability and Purchase Price Are the Top Priorities among New-Vehicle Shoppers in Mexico, While Total Cost of Vehicle Ownership Remains a Challenge

    2013-10-10

    jdp-root

    MEXICO CITY: 10 October 2013 — For new-vehicle shoppers in Mexico, reliability/durability and purchase price are the top priorities, while high auto insurance costs and ongoing increases in fuel prices in relation to their overall income remain major concerns, according to the JD Power 2013 Mexico Vehicle Ownership Satisfaction StudySM (VOSS).

    KEY FINDINGS

    • New-vehicle owners in Mexico most frequently cite reliability/durability and purchase price as the reasons they chose their vehicle, followed by fuel efficiency. Peace of mind is also critical for new-vehicle owners–60 percent of owners say their vehicle is covered under the original manufacturer’s warranty, while 16 percent say their vehicle is covered under an extended warranty and 9 percent say their vehicle is covered under a pre-paid service agreement.
    • Vehicle price is important as, on average, the purchase price of a new vehicle may be the equivalent of one to two years of disposable household income. Additionally, the average annual price of insurance is MXN $12,854 (US $977) per year, which may be equal to a month’s salary for many consumers. Rising fuel prices has placed an additional strain on the cost of vehicle ownership.
    • Some 62 percent of owners took their vehicle to an authorized dealership for service at least once during the past 12 months for oil changes, routine maintenance or repairs. The vehicle’s existing warranty coverage is the most important reason for selecting a dealership service facility, followed by the dealer’s reputation; lower price on the service; convenient location; and good customer service. Nearly 34 percent of owners took their vehicle to a non-dealer service facility at least once during the past year for oil changes, routine maintenance or repairs. The most important reason for selecting a non-dealer facility is lower price, followed by customers wanting to use their usual mechanic; good customer service; type of service needed; and reputation.

     “Although the vehicle market in Mexico is growing, each year less than 1 percent of Mexico’s nearly 120 million population buy a new vehicle,” said Gerardo Gomez, director and country manager at JD Power de México. “As a result, automakers and dealers in Mexico need to be aware of what consumers are looking for in their vehicle and of the constraints they are facing in financing, insuring and maintaining their vehicle.”

    Rankings:

    Nissan receives three model awards for owner satisfaction in three of the 11 award segments, more than any other manufacturer this year. In addition, Honda, Ford and BMW each receive two model awards in their respective segments, while Ram, Mercedes-Benz and Renault each receive one award.

    The study evaluates vehicle ownership satisfaction with 2011 and 2012 model-year vehicles. Overall satisfaction is determined by measuring owner experiences in four measures: vehicle quality and reliability; vehicle appeal; dealership service; and ownership costs.

    The 2013 Mexico Vehicle Ownership Satisfaction Study is based on responses from 5,497 vehicle owners who made their purchases between 2010 and 2012. Respondents were interviewed in Mexico’s largest auto markets—Mexico City, Guadalajara, Léon, Monterrey, Querétaro, Puebla, Veracruz and Merida—and were asked to evaluate their experiences during the first eight to 34 months of ownership.
    Media Relations Contacts:
    Grisel Trejo; Cohn & Wolfe México; (52) 55-53 51 47 63; [email protected]
    Syvetril Perryman; JD Power; Westlake Village, Calif.; 805-418-8103; [email protected]

    About JD Power and Advertising/Promotional Ruleshttp://www.jdpower.com/about/index.htm

    About McGraw Hill Financial www.mhfi.com

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  • 2013 Japan Original Equipment Tire Customer Satisfaction Index (OE-TSI) Study

    Vehicle Owners Expect Perfection with Their Original Equipment Tires

    2013-10-10

    jdp-root

    TOKYO: 10 October 2013 — Vehicle owners in Japan expect the tires that come with their new vehicle to be perfect, as even a single problem with their factory-equipped tires has a significant negative impact on their satisfaction, according to the JD Power Asia Pacific 2013 Japan Original Equipment Tire Customer Satisfaction Index (OE-TSI) StudySM released today.

    The study, now in its 12th year, measures satisfaction among original equipment tire owners based on four factors: traction/handling; ride; wearability; and appearance. Overall satisfaction with original equipment tires is 561 (on a 1,000-point scale). Satisfaction is highest in the midsize vehicle segment, with an average score of 590, followed by the minivan segment at 557 and the mini-car segment at 529.

    The study examines the number of problems owners have experienced with their OE tires out of 24 possible problem areas. Overall satisfaction is 54 points higher among customers who do not experience any problems than among those who do experience a tire problem (571 vs. 517, respectively). The satisfaction gap is largest in the minivan segment at 65 points.

    The two most frequently experienced problems are pebbles caught in the tire tread and road and vibration noise, which affect vehicle ride and quietness, and have a strong impact on satisfaction.

    “Vehicles are becoming increasingly quiet, especially hybrid and electric vehicles, which makes owners even more sensitive to abnormal noise caused by stones stuck in the tire treads,” said Taku Kimoto, executive director of the automotive division at JD Power Asia Pacific, Tokyo. “Owners are acutely attuned to noise and vibrations caused by their tires, a problem more prevalent than traction and handling issues.”

    As sales of hybrid, electric and other fuel-efficient vehicles are increasing, the number of original equipment tire brands that offer products marketed as fuel-efficient tires is increasing as well. The study finds, however, that only 14 percent of owners perceive that tires which are equipped with their vehicle contribute to fuel efficiency. Among owners who rate their tires highly for fuel economy (10 on a 10-point scale), 88 percent indicate an intention to repurchase the same brand of tires when they need to be replaced.

    “Customer awareness of fuel-efficiency tires is low,” said Kimoto. “However, in the replacement tire market, fuel efficiency is an evaluation item in Japan’s tire labeling system, and consumers pay attention to fuel-efficiency ratings when selecting tires.”

    Kimoto notes that for tire manufacturers to improve customer loyalty, it’s important for them to not only provide fuel-efficient tires, but also to make customers aware of the products and their benefits through their marketing and sales efforts.

    Overall, 34 percent of owners use winter tires (studless snow tires), with usage increasing to 96 percent among those who live in heavy snowfall areas in Japan. In fact, 51 percent of owners who are highly satisfied with their OE tires (ratings of 8 to 10) have already purchased the same brand of winter tires for their vehicle.

    “Since customer brand retention for winter tires is affected by satisfaction with OE tires, it’s crucial that tire makers provide an original tire that satisfies their customers in order to build customer loyalty for both winter and replacement tires,” said Kimoto.

    2013 Ranking Highlights

    The overall satisfaction rankings in the three vehicle segments that are award-eligible are as follows:

    • Mini-car segment: Bridgestone ranks highest for a fourth consecutive year (548), performing particularly well in all four factors. Dunlop ranks second (542).
    • Midsize segment: Bridgestone ranks highest (613), and performs particularly well in all four factors. Michelin ranks second (597).
    • Minivan segment: Dunlop ranks highest (574), performing well in the traction/handling, wearability and appearance factors. Bridgestone ranks second (568).

    The 2013 Japan Original Equipment Tire Customer Satisfaction Index (OE-TSI) Study is based on responses from 5,756 new-vehicle owners during the first five to 16 months of ownership. The Internet-based study was fielded in July 2013.

    The Japan Original Equipment Tire Customer Satisfaction Index (OE-TSI) Study is 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 Satisfaction 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 2013 Japan Navigation Systems Customer Satisfaction Index Studies, one which measures customer satisfaction with factory-installed (OEM) navigation systems and the other with aftermarket navigation systems, will be 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

     

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  • 2013 Credit Card Website Evaluation Study

    Credit Card Websites Can Reduce Traffic to Other Costly Customer Service Channels and May Be Considered the De Facto Customer Relationship Manager

    2013-10-02

    jdp-root

    WESTLAKE VILLAGE, Calif.: 2 October 2013— The credit card desktop website has become the primary channel for customers to conduct their credit card activities. Not only is this a cost-effective communication channel, but it also may be considered the de facto customer relationship manager, according to the JD Power 2013 Credit Card Website Evaluation StudySM released today.

    KEY FINDINGS

    • Three-fourths (75%) of all credit card customers use the desktop website, which 85 percent indicate is their primary method to conduct credit card activities.
       
    • An easier website experience increases the likelihood of credit card customers utilizing the website for account tasks in the future, which costs credit card companies less than customer service phone calls.
       
    • The top five customer recommendations for improving their online experience are reducing clutter of account information; including access to rewards information on account overview/summary page; improving the visibility of the login area; including a detailed explanation of reward redemption terminology; and including contact numbers on the home page.
       
    • Credit card companies with high-performing websites include (in alphabetical order) American Express, Capital One, Discover and Wells Fargo.

    “The default point of contact for credit card customer service inquiries has shifted from live representatives to the website,” said Jim Miller, senior director of banking services at JD Power. “Credit card companies that think of improvements to their websites as investments are more likely to provide a user friendly customer experience and retain customers.”

    The 2013 Credit Card Website Evaluation Study, now in its second year, is based on 1,356 customer responses evaluating 10 tasks that comprise the overall credit card servicing website experience: log in to account; review account information; schedule a one-time payment; check rewards; redeem rewards; locate contact information; update profile; set up alerts; dispute a charge; and request a replacement card. The study was fielded between July 30, 2013, and August 16, 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.

    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
     

     

     

  • 2013 Multi-Functional Inkjet Printer Satisfaction Report

    Canon Ranks Highest in Customer Satisfaction among Multi-Functional Inkjet Printer Manufacturers

    2013-10-02

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    WESTLAKE VILLAGE, Calif.: 2 October 2013 — Canon ranks highest in customer satisfaction with multi-functional inkjet printers, performing particularly well in reliability, according to the JD Power 2013 Multi-Functional Inkjet Printer Satisfaction ReportSM released today.

    KEY FINDINGS

    • Loyalty, as measured by the percentage of customers who say they “definitely will” purchase another multi-functional inkjet printer from the brand they currently own in the future, is highest (45%) when customers do not experience any problems. Loyalty drops significantly to 14 percent when there are three or more reported problems.
    • Among customers who rate overall satisfaction 10 (outstanding) on a 10-point scale, 69 percent say they “definitely will” purchase another multi-functional inkjet printer from the brand they currently own in the future, compared with the report average of 43 percent.
    • Nearly three-fourths (72%) of customers purchase multi-functional inkjet printers in a store, followed by 26 percent who purchase online.
    • Overall satisfaction among multi-functional inkjet printer customers is 799 on a 1,000-point scale.
    • Price is the primary reason for choosing a multi-functional inkjet printer brand (67%).
    • The average price paid for a multi-functional inkjet printer is $152.
    “More than 20 percent of multi-functional inkjet printer customers experience at least one problem with their printer,” said Dan Lawlor, director of global research operations at JD Power. “There is still room for improvement—further reduce the number of problems and customers will be more likely to recommend their multi-functional inkjet brand to a family member or friend.”
    Rankings: Canon (805) ranks highest, followed by Brother (801) and Hewlett Packard (HP) (799).
    The 2013 Multi-Functional Inkjet Printer Satisfaction Report is based on responses from 2,318 verified owners of multi-functional inkjet printers. The study was fielded from August 20, 2013, through August 26, 2013. The report measures multi-functional inkjet printer satisfaction based on six key factors (in order of importance): performance; reliability; ease of operation; variety of features; price paid; and customer service.
     

    About JD Power

    JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/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]
    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 Indonesia Initial Quality Study (IQS)

    New-Vehicle Quality in Indonesia Improves Considerably in 2013

    2013-12-30

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    In this video, we tackled the following issues:

    • Chapter one: Trend of the quality of cars in Indonesia
    • Chapter two: Area of focus for car manufacturers
    • Chapter three: Toyota and Honda’s strengths in producing quality vehicles.

     

    SINGAPORE: 31 December 2013 — Initial new-vehicle quality, a key consideration in the purchase decision-making process for more than one-half of owners in Indonesia, improves by 8 problems per 100 vehicles (PP100) in 2013, according to the JD Power Asia Pacific 2013 Indonesia Initial Quality StudySM (IQS) released today.

    More than half (52%) of new-vehicle owners cite quality as one of the primary considerations when deciding to purchase their vehicle. The study also finds that 59 percent of owners cite good reputation/ reliability of the brand as a key consideration in deciding which make and model to purchase.

    “Initial vehicle quality, both actual product quality and consumers’ perceptions related to it, is extremely important to new-vehicle shoppers as they go through the purchase process,” said Rajeev Nair, director at JD Power Asia Pacific. “Consumers are more informed about vehicle quality because of the Internet–automotive websites and online forums—and are relying on that information when shopping for a new vehicle.”

    Key Findings

    • Overall initial quality averages 74 PP100 in 2013, an improvement from 82 PP100 in 2012. 
    • Owners of MPVs and SUVs experience the fewest average problems with their vehicle (69 PP100), while van owners experience the most (89 PP100).
    • Among the various vehicle systems evaluated in the study, driving experience-related problems are most commonly cited (16 PP100), followed by problems with the engine/ transmission (13 PP100). At the specific problem symptom level, brakes vibrate/ shudder is the most-frequently cited problem, followed by noisy brakes.
    • One-third (33%) of owners who do not experience any problem with their new vehicle indicate they will recommend the model to family and friends, while only 20 percent of owners who experience two or more problems say they will recommend their vehicle. A similar trend holds true for recommendations of the brand.
    • More than two-thirds (68%) of owners indicate this is their first new vehicle.

    “Given that the vast majority of owners in Indonesia are first-time new-vehicle buyers, word of mouth recommendations from existing owners are an important influence during the purchase process,” said Nair. “Brands that are able to produce high-quality vehicles that exceed their customers’ expectations can strongly benefit from positive recommendations from satisfied owners.”

    2013 Indonesia IQS Ranking Highlights

    Among the 59 models examined in the study, two models each from Honda (Brio and CR-V) and Toyota (Avanza and Kijang Innova) rank highest in their respective segments.

    The Mitsubishi Outlander Sport and Suzuki Swift also rank highest in their respective segments.

    The 2013 Indonesia Initial Quality Study (IQS) is based on evaluations from 3,293 owners who purchased their new vehicle between October 2012 and August 2013. The study covers 13 different makes that include 59 different passenger car and utility vehicle models. The study was fielded between April and November 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 e-mail contact: [email protected]. 

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

    AboutMcGraw Hill Financial 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; Director, Media Relations; JD Power; Troy, Michigan 48083 USA; +001 248 680 6218; [email protected]

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