Insights

Infographic | Utility Websites and Customer Device Preferences

J.D. Power asked utility customers, 'When accessing your utility's website, what device have you used (smartphone vs. tablet), which device would you like to use, and would you be willing to download a mobile app from your utility?'

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Infographic | U.S. Pharmacy: Supermarket Prescription Ordering

All pharmacies—whether in the chain drug store, mass merchandiser, supermarket or mail-order segment—strive to deliver an outstanding customer service experience. However, very few pharmacies perform at the top of their segment in this regard. Defining the nature of an outstanding customer service experience and consistently delivering on it are challenges all pharmacies face.

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Infographic | How Sales Representative Interactions Can Impact the Physician Manufacturer Experience

The Sales Representative Interactions factor is the most influential factor driving overall physician satisfaction and it also has the highest score of any factor. Certain manufacturers have publicized efforts to move away from quota-based measurement of sales representative performance to include ratings of customer experience by physicians as well. This underscores the potential importance that ratings of sales representative may have on the overall physician experience.

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J.D. Power Analyst Note | The Human Element of Design

In order to maximize an online experience in a mobile environment, website developers should consider how shoppers are interacting with their smartphones. According to the J.D. Power 2013 Automotive Mobile Site StudySM, learn how shoppers are interacting with their smartphones.

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J.D. Power Analyst Note | Save-Worthy

Allowing shoppers to save information on an OEM’s website presents a significant opportunity for automakers to engage shoppers and maintain their messaging, according to the J.D. Power 2013 Manufacturer Website Evaluation StudySM (MWES)—Wave 2. However, just providing the technology that allows shoppers to save information isn’t enough; the content needs to be compelling enough to make shoppers want to save it. Learn what shoppers want from an OEM’s website.

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J.D. Power Analyst Note | Locking in Service Loyalty

Does a better customer experience impact future revenue and profit opportunities; and if so, how much? Based on the J.D. Power 2013 Customer Service Index (CSI) Study,SM learn how much more customer service impacts loyalty. 

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J.D. Power Analyst Note | Searching for Website Satisfaction

Consumers are accustomed to seeking information on the Internet using search engines, such as Google, and have come to expect high-level search functionality to obtain desired results. According to the J.D. Power 2013 Manufacturer Website Evaluation StudySM—Wave 2, 63% of in-market vehicle shoppers visiting manufacturer websites and using that site’s Search function—or tool—find what they are seeking. Find out how in-market vehicle shoppers are using OEM manufacturer websites.

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J.D. Power Analyst Note | Locking in Customer Loyalty

According to the J.D. Power 2012 Mexico Vehicle Ownership Satisfaction Study (VOSS),SM maximizing the service experience has a significant impact on the likelihood that customers will advocate for the dealer and also return when it’s time to buy their next vehicle. Learn how to maximize the service experience at your dealership.

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J.D. Power Analyst Note | The Seven Year Itch

The battleground between dealership service departments and aftermarket facilities for vehicle servicing is well worn. The J.D. Power 2013 Canadian Customer Commitment Index StudySM research has shown that dealership service departments serve as a secondary sales de.partment. Learn when to forgo the increased service revenue of older vehicles.

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J.D. Power Analyst Note | Can Service Save Customers?

Based on findings of the J.D. Power 2013 Canadian Vehicle Ownership Satisfaction Study (VOSS)SM, the impact of outstanding service on repurchase intent, specifically among owners who are generally unhappy with, or have been disappointed by the vehicle itself can be isolated. Learn how dealership service impacts repurchase intent.

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