Understanding the Voice of the Customer is critical to success in today’s highly competitive home buying/selling marketplace. Knowing how home buyers and sellers evaluate your company’s services, compared with those of your competitors, will help your company increase its competitive advantage by fine-tuning the practices that may drive high levels of customer satisfaction, increase loyalty and advocacy, and grow market share. View the webcast to gain insights from J.D. Power’s Home Buyer/Seller Satisfaction Study.
J.D. Power’s utility industry research has identified quantifiable links between customer satisfaction and key financial metrics, such as profitability and credit ratings. In fact, a highly satisfied customer base can be a leading indicator of return on equity for utilities. This finding suggests that electric utilities may benefit directly from investments in programs aimed specifically at improving customer satisfaction.
Creating awareness and motivating customers to engage with energy programs, services, and new technologies are a challenge for utilities. View the webcast to learn how Sacramento Municipal Utility District (SMUD) unlocked the potential of their database using a segmentation model to enhance the overall effectiveness of their customer engagement and marketing activities.
Communications have a significant influence on customers’ perceptions, level of engagement, and overall satisfaction with their utility. It is one of the six weighted factors in the J.D. Power Utility Customer Satisfaction Index model.
In today's competitive automotive environment, automakers and dealers are fighting for every sale while trying to improve customer satisfaction and financial results. Not everyone will prosper, or maybe even survive. The 2014 U.S. Automotive Franchise Assessment provides a comprehensive overview of how each of 32 franchises are performing in the U.S. market.
As the expectations of home appliance purchasers continue to evolve, retailers must understand their customers and their experiences to ensure and reap the benefits of high levels of customer satisfaction. Knowing how customers evaluate your company’s practices and services, compared with those of competitors, helps increase your competitive advantage by targeting performance improvement initiatives that may increase overall customer satisfaction as well as customer loyalty and recommendations, and create retailer loyalty.
The large business commercial insurance market is a unique niche for which there is very limited information available on competitors. With no benchmark or industry-wide baseline for customer satisfaction, how can insurers identify their own strengths and weaknesses—and those of their competitors—in responding to customers’ expectations? Further, how can insurers address critical customer issues that impact loyalty and retention?
Today’s new-vehicle buyers face a complex marketplace, one in which decisions related to both vehicle acquisition and financing alternatives are approached with caution and scrutiny. Consumers’ expectations go beyond obtaining a competitive interest rate and/or monthly payment. As the relationship with their finance provider progresses, customers demand efficient servicing and support from knowledgeable staff throughout the life of their loan/lease.
In today’s digital age, consumers research product information in a variety of different ways—and often at the click of a button. It’s critical for automotive manufacturers and third-party website companies to maximize the ability to engage with and assist shoppers in their search for newvehicle information. It’s equally important to understand how shoppers utilize digital information on websites and apps through a variety of devices including smartphones and tablets—in order to determine the most effective ways to reach in-market shoppers effectively across the digital landscape.