Insights

Infographic | Purchase Experience Channel Performance

J.D. Power evaluated consumers purchase experience observations across contact channels: store, telephone and Online. Satisfaction scores do differ between channels in both the U.S. and Canada. Technology also plays a role in maximizing the customer retail experience, especially when it comes to explaining the latest 4G network benefits.

English

Infographic | Health Insurance Marketplace Exchange Member Engagement

Did you know...Health insurance marketplace exchange enrollees are more likely than traditional plan members to have contacted their plan within the past 12 months? In fact, 65% of marketplace enrollees contacted their health plan within the last year.

Insights are derived from the following J.D. Power research: 2015 Health Insurance Marketplace Exchange Shopper and Re-Enrollment Study and the 2015 Member Health Plan Study.

English

Infographic | U.S. Pharmacy: Mail Order 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.

English

Infographic | Top Reasons Shoppers Avoid

From the 2013 Avoider study: the top reasons, and the percentage of, automotive shoppers who avoided purchasing a particular model because of image/styling but still bought another model in the same vehicle segment.

Avoider Study

English

Infographic | Autonomous Driving

Autonomous driving functions, including steering and acceleration, are functions automatically controlled by a vehicle that require minimal human interaction in order to improve driving convenience or when there is an emergency.

The 2012 U.S. Automotive Emerging Technologies Study measures vehicle owners’ interest in three emerging semiautonomous driving technologies, as well as interest in a fully autonomous driving technology that is still under development.

English

Infographic | Autonomous Driving Update

This infographic highlights fully- and semi-autonomous driving, which is still a relatively new concept. While interest has risen slightly since last year, overall acceptance has room to grow. Drivers interested in fully- or semi-autonomous driving features want to have the latest technology, with the safety benefit being an added bonus.  However, consumers still want the responsibility of driving their own vehicle until these technologies fully gain consumer confidence and trust.

English

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?'

Utility Website Evaluation Study

English

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.

English

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.

English

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.

English

Pages

Subscribe to RSS - Insights