Press Releases

Read relevant and trending J.D. Power industry press releases.

2012 U.S. Wireless Network Quality Performance Study (Volume 1)

WESTLAKE VILLAGE, Calif.: 1 March 2012 — Overall wireless network problem incidence has increased from 2011, driven primarily by issues with data services including mobile Web and email, according to the J.D. Power and Associates 2012 U.S. Wireless Network Quality Performance Study - Volume 1 released today.

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2012 February Forecast

WESTLAKE VILLAGE, Calif.: 23 February 2012 — New-vehicle retail sales performance in February has been strong month-to-date, with the selling rate outperforming January's, according to a monthly sales forecast developed by J.D. Power and Associates Power Information Network(R) (PIN) and LMC Automotive.

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2012 U.S. Bank Customer Switching and Acquisition Study

WESTLAKE VILLAGE, Calif.: 27 February 2012 — Consumer backlash against bank fees, coupled with poor service and unmet customer expectations, has fueled increases in defection rates among customers of large, regional and midsize banks, according to the J.D. Power and Associates 2012 U.S. Bank Customer Switching and Acquisition StudySM released today.

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2012年日本携帯電話端末顧客満足度調査

CS(顧客満足度)に関する調査・コンサルティングの国際的な専門機関である株式会社J.D. パワー アジア・パシフィック(本社:東京都港区、代表取締役社長:アルバート ラパーズ、略称:J.D. パワー)は、2012年   

日本携帯電話端末顧客満足度調査の結果を発表した。

当調査は、全国の1年以内に携帯電話端末を新しく入手した人(16-64歳)を対象に、携帯電話端末の満足度を明らかにするものである。調査は12月上旬に実施したもので、スマートフォンの利用者3,000人、フィーチャーフォンの利用者3,000人、総計6,000人から回答を得た。

顧客満足度の測定にあたっては4ファクターを設定し、それぞれに関連する詳細項目に対する評価を基に総合満足度スコアの算出を行っている(1,000ポイント満点)。各ファクターの総合満足度への影響力は以下のとおりである。

スマートフォン

「性能」(32%)、「操作性」(29%)、「スタイル・外観」(20%)、「機能」(19%)

フィーチャーフォン

「スタイル・外観」(29%)、「性能」(28%)、「操作性」(26%)、「機能」(17%)

Japanese

2012 U.S. Wireless Purchase Experience Studies - Volume 1

WESTLAKE VILLAGE, Calif: 16 February 2012 — Overall satisfaction with the wireless purchase experience has declined from 2011, mainly due to changing customer expectations and the level of service provided within the phone channel, according to the J.D. Power and Associates 2012 U.S. Full-Service Wireless Purchase Experience StudySM--Volume 1 and the 2012 U.S. Wireless Non-Contract Purchase Experience StudySM--Volume 1, both released today.
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Avaya Recognized for Customer Service Excellence

WESTLAKE VILLAGE, Calif.: 15 February 2012 — Avaya, a global provider in business collaboration systems, software and services, has achieved certification for a fourth consecutive year under the J.D. Power and Associates Certified Technology Service and SupportProgram.SM This distinction recognizes Avaya for delivering “An Outstanding Customer Service Experience.” 

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2012 Electric Utility Business Customer Satisfaction Study

WESTLAKE VILLAGE, Calif.: 15 February 2012 — Overall business customer satisfaction with electric utility companies has improved notably from 2011, but satisfaction among businesses with the smallest monthly average electric bills trails behind that of businesses that spend more, according to the J.D. Power and Associates 2012 Electric Utility Business Customer Satisfaction StudySM released today.

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Capital One Call Centers Recognized for Excellence

WESTLAKE VILLAGE, Calif.: 7 February 2012 — Capital One has been recognized for customer service excellence for its U.S. credit card, retail banking and small business credit card servicing call centers under the J.D.

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Merrill Edge Call Centers Recognized for Excellence

WESTLAKE VILLAGE, Calif.: 6 February 2012 — Merrill Edge has been recognized for customer service excellence under the J.D. Power and Associates Call Center Certification Program.SM The Call Center Certification Program distinction acknowledges a strong commitment by the company’s call centers to provide “An Outstanding Customer Service Experience.” 

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2012 U.S. Wireless Customer Care Performance Studies - Volume 1

WESTLAKE VILLAGE, Calif: 2 February 2012 — Wireless customers who own a 4G-enabled device contact their provider for customer service considerably more frequently than do owners of less technologically advanced devices, according to the J.D. Power and Associates 2012 U.S. Wireless Customer Care Performance Full-Service StudySM--Volume 1 and the 2012 U.S.
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