Increasing customer satisfaction and engagement while lowering operating costs is an integral part a utility’s long-term strategy. One way leading utilities are accomplishing this is by making improvements to their website which in-turn increase satisfaction and the quantity of customers using online self-services. View the webcast to learn key findings from the J.D. Power Utility Website Evaluation StudySM and best practices employed by the highest-performing utilities in areas that influence customers’ online satisfaction with their utility’s website.
Creating awareness and motivating customers to engage with their utility’s programs, products, and services is a challenge for utilities. J.D. Power research finds customers' overall satisfaction climbs as utility program participation increases. Satisfaction among customers who are not aware of any program is 587 (on a 1,000-point scale), compared with 646 among those who are aware of program offerings but do not participate.
The April 2014 edition of American Gas Association magazine features an article titled, The J.D. Power Mystique. The article focuses on the significance of customer satisfaction rankings and how utilities are leveraging J.D. Power research to continually monitor and manage their brand’s performance in order to provide a better service to their customers. Read the article to learn more.
Most multinational hotel chains currently invest significant resources in implementing large-scale measurement programs to track, compare, and benchmark guest satisfaction across their various international markets. However, comparing international satisfaction scores presents distinct challenges for multinational hotel chains. J.D.
Despite last year’s positive market conditions and relatively upbeat investors, overall satisfaction among financial advisors in the Employee Advisor segment has declined year over year to 701 (on a 1,000-point scale) from 732, and to 771 from 776 in the Independent Advisor segment.
Did you know...Among members who completed a high school education or equivalent, two in five do not engage in activities to manage their healthcare? Or that brick and mortar pharmacy customers with a high school education or equivalent are significantly more likely to ask questions about how to use medication and possible side effects than those who attended higher education institutions?
Insights are derived from the following J.D. Power research: 2014 and 2015 Member Health Plan Study and the 2014 Pharmacy Study.
J.D. Power and Associates has become aware that consumers are receiving letters from a company using the J.D. Power and Associates name and logo selecting them to become a "Consumer Service Evaluator" or mystery shopper. The letter includes a check as payment for the recipient's services, and the recipient is often asked as their first assignment to wire money back via Western Union in order to evaluate that service. The check is later discovered to be fraudulent.