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Jun Su to Join J.D. Power as New China President

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J.D. Power任命苏骏为中国区总裁

2018年8月8日,上海 -- 全球领先的消费者数据及分析机构 J.D. Power(君迪)今日正式任命苏骏先生为中国区总裁,负责J.D. Power在中国的业务运营和增长战略的制定和实施,专注实现公司的数字化转型、突破性创新和持续增长。此前担任J.D. Power中国区董事总经理的梅松林博士将担任J.D. Power战略与新产品开发副总裁。

Chinese, Simplified

2018 年香港信用卡滿意度研究

新加坡,2018 年 7 月 31 日  —  根據 J.D. Power 於今天發佈的 2018 年香港信用卡滿意度研究SM顯示,本港三份一信用卡持卡人認為發卡機構的通訊及所提供的訊息有誤導之嫌。為了維繫持卡人關係及提升客戶體驗,發卡機構必須保持透明度,以及兌現所作出的價值承諾。 

J.D. Power 亞太區金融服務行業總監詹興源表示:「過去數年來,發卡機構大力投資於數字平台。雖然這渠道或許更具成本效益,並能為客戶提供24/7全天候便利服務,但發卡機構亦需要明白到,透過結合數字和離線方式,全面地與客戶建立信任和深入的關係是不可或缺的。在現今的數字時代,發卡機構亦不能忽視傾向真人對話的客戶。」 

根據調查結果,近九成(90%)持卡人在過去12個月內曾使用數字渠道(網上及手機應用程式)與發卡機構互動。手機應用程式的使用率從去年的28%上升至54%;然而,客戶對此渠道的滿意度卻下跌了16分,跌至713分(1000分為滿分)。共34%的客戶因安全顧慮而卻步,反映以用戶為本的設計、體驗、信任及安全性均是推動更多持卡人使用手機應用程式的關鍵因素。 

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2018 China Customer Service Index (CSI) Study

Audi and Changan Ford Rank Highest in Customer Satisfaction

BEIJING: 31 July 2018 — While dealers in China are making efforts to bring their services online through various digital channels to satisfy and retain their customers, they continue to face challenges in delivering an effective and positive customer experience, according to the J.D. Power 2018 China Customer Service Index (CSI) Study,SM released today.

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2018中国汽车售后服务满意度研究(CSI)

奥迪、长安福特分列汽车售后服务满意度研究豪华车和主流车细分市场第一

2018年7月31日,北京 — 今天发布的J.D. Power (君迪)2018中国汽车售后服务满意度研究SM(CSI)显示,虽然汽车经销商已努力尝试通过数字化服务来提升客户满意度以留住客户,但是它们在提供积极、友好的数字化体验方面还存在不足。

研究发现,服务顾问利用平板电脑提供售后服务的车主满意度,比服务顾问未使用平板电脑的车主满意度高出45分。平板电脑的用途包括:记录车主个人信息、查看车辆保养/维修记录、列出问题的具体细节以及获得费用估价等。

不仅如此,通过移动应用软件提示得知车辆保养/维修进度的车主,比那些通过经销商/服务顾问电话得知进度以及亲自等待保养/维修完成的车主对服务顾问的满意度更高。

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2018 Hong Kong Credit Card Satisfaction Study

SINGAPORE: 31 July 2018 — One in three cardholders in Hong Kong find communications and information from their credit card issuer misleading, according to the J.D. Power 2018 Hong Kong Credit Card Satisfaction Study,SM released today. To engage cardholders and enhance the customer experience, issuers need to be transparent and deliver on their value proposition. 

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2018 Home Buyer/Seller Satisfaction Study

COSTA MESA, Calif.: 1 Aug. 2018 [Revised 24 Aug. 2018] — With more home buyers and sellers than ever using digital channels to find an agent, research inventory and, in many cases, bypass traditional agents, residential real estate firms have had to refocus their efforts on building strong customer relationships. According to the J.D. Power 2018 Home Buyer/Seller Satisfaction Study,SM this ongoing digital disruption provides a challenge and an opportunity for traditional providers of real estate services.

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J.D. Power and LMC Automotive Forecast July 2018

DETROIT: 27 July 2018 — New-vehicle retail sales in July are expected to fall from a year ago on a selling-day-adjusted basis, according to a forecast developed jointly by J.D. Power and LMC Automotive.  Retail sales are projected to reach 1,156,200 units, a 3.2% decrease compared with July 2017. (Note: July 2018 has one less selling day than July 2017.) Without the selling-day adjustment, retail sales would be down 7.1%.

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U.S. Wireless Customer Care Performance Studies - Vol. 2

COSTA MESA, Calif.: 2 Aug. 2018 — Customers who were not put on hold or transferred to another department have higher overall satisfaction compared to those that were, according to the J.D. Power 2018 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 2 and the J.D. Power 2018 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 2, released today.

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Customer Service Index (CSI) Study Brasil 2018

SÃO PAULO: 26 de julho de 2018 – A idade dos clientes tem impacto direto nas razões de escolha de uma concessionária. O Customer Service Index (CSI) StudySM Brasil 2018 da J.D. Power, divulgado hoje, mostrou que 51% dos clientes da geração Z (nascidos entre 1995 e 2004) escolhem uma concessionária por recomendação de um amigo ou parente. Entre os clientes Boomers (nascidos entre 1946 e 1964), o índice registrado foi de 10%.

Portuguese, Brazil

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