Posts tagged with "Brian Jaklitsch"

Key to Auto Dealer Satisfaction

As auto dealers confront a rapidly changing consumer landscape in which many customers now apply for credit online before visiting a dealership, the experienced and empowered credit and sales personnel at captive and non-captive lenders are becoming critical elements in the success of an automotive finance operation. According to the J.D. Power 2019 U.S. Dealer Financing Satisfaction Study,SM the ability to answer dealer questions correctly the first time, facilitate electronic transactions and resolve contracts quickly is key to helping dealers successfully navigate the changing marketplace.

“Dealers are able to put together more attractive, seamless transactions for their customers when they are able to work in lock-step with lenders they trust to deliver fast, accurate and competitive products,” said Jim Houston, Senior Director, Automotive Finance Intelligence at J.D. Power. “That relationship becomes more important as vehicle sales slow and more buyers may seek to secure financing outside of the dealership. Credit analysts and sales personnel perform some of the most important functions for dealers looking to match customers purchase with the right financial transaction. When these teams are available, knowledgeable and empowered, they improve dealer satisfaction and enhance the lender’s value proposition.”

The 2019 U.S. Dealer Financing Satisfaction Study is based on 16,870 retail credit and 2,117 floor plan provider evaluations from dealer personnel, a 17% increase in response rate from the 2018 study. The study was fielded in April-May 2019, measuring auto dealer satisfaction in three segments of lenders: non-captive, captive mass market and floor planning. The non-captive analysis evaluates the dealer/lender relationship across three factors: relationship; provider offerings; and application/approval process. In the captive segment, four factors are evaluated: relationship; provider offerings; application/approval process; and lease return. Three factors are measured in the floor planning segment: relationship; portfolio management; and provider credit line.

Wireless carriers are confronting increased competition

Wireless carriers are confronting increased competition for device sales from third-party ecommerce sites, according to the J.D. Power 2019 U.S. Wireless Purchase Experience Full-Service Performance StudySM—Volume 2 and the J.D. Power 2019 U.S. Wireless Purchase Experience Non-Contract Performance StudySM—Volume 2.

Specifically, the percentage of device purchases made via carriers’ websites and overall level of customer satisfaction with those purchases has declined since the Volume 1 study, released in January 2019. Meanwhile, the total percentage of wireless purchases made via Amazon has increased by 3 percentage points during the same period, and customers who purchase via amazon.com are much more satisfied with their purchase experience than with their carrier website (884 vs. 851, on a 1,000-point scale).

“Wireless carriers have made meaningful investments in their digital channels, and while those investments are positively influencing customer care, there is still room for improvement when it comes to optimizing purchase experience,” said Ian Greenblatt, Managing Director at J.D. Power. “Carriers need to be positioned to satisfy their customers’ shopping preferences as the industry gets closer to 5G and the introduction of new phone models.”

Study Results

For full-service carriers, T-Mobile ranks highest with a score of 864. Verizon Wireless (837) ranks second and AT&T (836) ranks third.

For non-contract full-service carriers, Cricket ranks highest with a score of 862. Metro by T-Mobile (851) ranks second and Boost Mobile (850) ranks third.

For non-contract value carriers, Consumer Cellular ranks highest with a score of 876. TracFone (834) ranks second and Straight Talk (832) ranks third.

Now in the 16th year of publication, the U.S. Wireless Purchase Experience Full-Service Performance Study and U.S. Wireless Purchase Experience Non-Contract Performance Study evaluate the wireless purchase experience of customers who use any one of three purchase channels: phone calls with sales representatives; visits to a retail wireless store; or online/website. Overall purchase experience satisfaction with both full-service and non-contract carriers is measured in six factors (in order of importance): store sales representative; website; phone sales representative; offerings and promotions; store facility; and cost of service. The studies were fielded from January through June 2019.

Quality of Sleep is Significant Opportunity for North American Hotels

Fewer Than 30% of Hotel Guests Experience “Better Than Expected” Night’s Sleep

Forget the minibar, sleek lobby and mints on the pillow. If hotels really want to build loyalty and delight their customers with stand-out lodging experiences, they need to focus on the bed. According to the J.D. Power 2019 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, quality of sleep is one of the most important components of a hotel guest experience with the potential to drive overall satisfaction and brand loyalty, but the majority of hotels are not delivering better-than-expected sleeping conditions.

“Delivering a superior sleep experience—from the quality of the bed, linens and pillows to the ambient sound and temperature of the room—is a huge opportunity for hotels to differentiate themselves from the pack and earn significant goodwill with guests,” said Jennifer Corwin, Senior Manager of Consumer Insights for Travel & Hospitality Intelligence at J.D. Power. “Of all the discrete variables of the hotel guest experience we measure, a better-than-expected night’s sleep is the one with the potential to drive the highest levels of overall guest satisfaction for those hotels that can deliver.”

Now in its 23rd year, the North America Hotel Guest Satisfaction Index Study was redesigned this year to incorporate much deeper guest profiling information and extended coverage of the full hotel customer journey, including the path to purchase, pre-stay communications and post-stay communications. The study also now includes property-level information throughout North America, updated food and beverage metrics and inclusion of vacation rental utilization metrics.

Following are some key findings of the 2019 study:

  • More zzzs, please: Overall satisfaction scores increase 114 points (on a 1,000-point scale) when hotel guests experience a better-than-expected quality of sleep. However, just 29% of hotel guests had such an experience. Of guests who do experience better-than-expected quality of sleep, 78% say they “definitely will” return to that property and 71% say they “definitely will” return to that brand.
  • The anatomy of a good night’s sleep: The top contributors to quality of sleep and, therefore, higher satisfaction scores, are comfort of bed; quietness of room; comfort/quality of pillows; room temperature; and comfort/quality of linens. Satisfaction scores for quality of sleep are also higher when hotels offer beyond-the-basics items, such as white noise/sound machines, earplugs, robe/slippers and authentic local decor.
  • Quality of sleep directly correlated to price of room: The highest rate of better-than-expected sleep quality is in the luxury hotel segment (42%), followed by the upper upscale (33%), upscale (31%), upper midscale (28%), midscale (28%) and economy (23%) segments.
  • Arrival and check-in experiences present opportunity to shine: The key elements of the check-in experience consistent with high hotel guest satisfaction scores are efficiency (ideally takes five minutes or less); accuracy; and offering a warm welcome. When any of those baseline criteria are not met, satisfaction scores tumble as much as 100 points.

Study Rankings

The following hotel brands rank highest in guest satisfaction in their respective segments:

Luxury: The Ritz-Carlton (for a fifth consecutive year)
Upper Upscale: Hard Rock Hotel
Upscale: Best Western Premier
Upper Midscale: Drury Hotels (for a 14th consecutive year)
Midscale: Wingate by Wyndham (for a fifth consecutive year)
Economy: Microtel by Wyndham (for a second consecutive year)

The 2019 North America Hotel Guest Satisfaction Index Study analyzes guest responses to more than 150 questions regarding their overall experiences and includes 85 officially ranked brands in six market segments. This year’s study is based on responses from approximately 44,890 guests who stayed at a hotel between June 2018 and May 2019.

For more information about the 2019 North America Hotel Guest Satisfaction Index Study, visit https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.

As Airline Satisfaction Climbs to Record Highs, Line Blurs Between Low-Cost and Traditional Carriers, J.D. Power Finds

Alaska Airlines Ranks Highest among Traditional Carriers for 12th Consecutive Year; JetBlue Airways and Southwest Airlines Tie for Highest Rank among Low-Cost Carriers

Is this the golden age of air travel? According to the J.D. Power 2019 North America Airline Satisfaction Study, SM a combination of newer planes, better ticket value and improved customer touchpoints have driven overall satisfaction with airlines to its highest point in history, up 11 points (on a 1,000-point scale) from last year’s record-setting performance. The surge is driven by significant improvements among traditional carriers, while satisfaction slowed with low-cost carriers.

“Airlines continue to deliver on the operational side of air travel,” said Michael Taylor, Travel Intelligence Lead at J.D. Power. “New technology investments have dramatically improved the reservation and check-in process. Fleets are newer and travelers generally feel that they are getting great value for their money. These improvements have been most profound in the traditional carrier segment, where customer satisfaction has climbed considerably.

“While low-cost carriers have historically had the highest levels of customer satisfaction in our study, due to a strong sense of value for money among customers, that line is starting to blur as traditional carriers improve their services and operations,” Taylor added. “The one area where both traditional and low-cost carriers can still improve, however, is in in-flight services. It continues to be the lowest-ranked factor in the study, as many airlines still struggle with in-flight entertainment, connectivity, in-seat power, and food service.”

Following are some of the key findings of the 2019 study:

  • Record-high customer satisfaction: Overall satisfaction with airlines increases 11 points to 773, continuing an eight-year trend of satisfaction improvement.
  • Improvement is driven by traditional carriers: This year’s significant gains in customer satisfaction are driven by the traditional carriers, whose segment satisfaction score improves 22 points from 2018. The low-cost segment—while still having higher overall satisfaction than the traditional carrier segment—declines 6 points from 2018, thus driving a segment convergence in satisfaction.
  • Tech investments in reservation and check-in systems pay off: The reservation and check-in experiences are the most satisfying portions of the airline experience, driven by investments in digital check-in technologies, self-service kiosks and a concerted effort among airlines to improve the efficiency of the pre-flight process.
  • In-flight service remains a stumbling block: In-flight services, such as seatback entertainment, food service, and Wi-Fi continue to be the lowest-ranked part of the air traveler experience. Specific in-flight amenities that have the greatest positive effect on customer satisfaction are fresh food, seatback games and seatback live television.

Study Rankings

Among traditional carriers, Alaska Airlines ranks highest for the 12th consecutive year, with a score of 801. Delta Air Lines (788) ranks second and American Airlines (764) ranks third.

Among low-cost carriers, JetBlue Airways (817) and Southwest Airlines (817) rank highest in a tie. For Southwest, this is the third consecutive year at the top of the J.D. Power ranking.

Among Canada-based airlines, Air Canada (729) saw its customer satisfaction score declined 5 points from 2018. WestJet (758) saw its score increase 11 points but remains below the low-cost carrier average.

The North America Airline Satisfaction Study, now in its 15th year, measures passenger satisfaction with airline carriers in North America based on performance in seven factors (in order of importance): cost and fees; in-flight services; aircraft; boarding/deplaning/baggage; flight crew; check-in; and reservation. The study measures passenger satisfaction among both business and leisure travelers and is based on responses from 5,966 passengers who flew on a major North American airline between March 2018 and March 2019. The study was fielded from April 2018 through March 2019.

For more information about the North America Airline Satisfaction Study, visit https://www.jdpower.com/business/resource/jd-power-north-america-airline-satisfaction-study.

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J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth, and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific, and Europe.