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IMEA invites readers to take part in an annual Future of Education Survey 2022

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May 18, 2022

Home Improvement Retailers Fight Inflation with Stand-Out Customer Service, J.D. Power Finds

With the price of lumber hitting record highs[1] and supply chain challenges still limiting the available stock of lawn and garden supplies and other seasonal goods, home improvement retailers should be struggling to keep customers happy. However, according to the J.D. Power 2022 U.S. Home Improvement Retailer Satisfaction Study,SM released today, customer satisfaction with home improvement retailers has never been higher. The key to that strong performance: helpful staff and great in-store customer service.

“Despite the countless challenges home improvement retailers have faced during the past two years, we’re seeing all-time high levels of customer satisfaction,” [...]

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May 12, 2022

Established Direct Banking Brands Flex Their Digital Banking Muscle, According to J.D. Power

Direct banks—those branchless, digital alternatives to traditional retail banks—continue to grow in popularity. But instead of replacing incumbents, the new model has given many established financial brands an opportunity to shine with new customers. According to the J.D. Power 2022 U.S. Direct Banking Satisfaction Study,SM released today, forging personal relationships through digital channels and delivering superior customer service have helped brands such as Charles Schwab, Discover and American Express become direct banking powerhouses.

“Today, 27% of banking customers in America use an online-only bank,” said Paul McAdam, senior director of banking and [...]

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May 12, 2022

With Fewer Opportunities, Auto Lenders in Canada Need to Deliver on Value Proposition, J.D. Power Find

As supply-chain issues affect available inventory at auto dealerships in Canada, it also means fewer new- and used-vehicle transactions during which lenders can provide a high level of service to dealers and deliver on their value proposition. According to the J.D. Power 2022 Canada Dealer Financing Satisfaction Study,SM released today, overall satisfaction increased across all four segments in this year’s study—despite the decline in new-vehicle transactions.

“Dealers are looking for a seamless, speedy interaction with a lender, and lenders need to be laser-focused on satisfying that need—especially when the volume of transactions is reduced,” said Patrick [...]

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May 11, 2022

North American Airline Passenger Satisfaction Declines: Here’s Why That’s Good News, Says J.D. Power

The crowds are back at the airport, those empty middle seats are occupied again and airlines in North America are raising ticket prices in response to soaring fuel costs and continued strong leisure travel demand—all at the expense of passenger satisfaction. While dramatically higher prices could harm airline brands in the long term, for now, load volume is continuing to climb and passengers are willing to be assigned a middle seat in exchange for getting out of their houses, according to the J.D. Power 2022 North America Airline Satisfaction Study,SM released today.

“Customer satisfaction with North American airlines climbed to unprecedented highs for all of the [...]

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May 5, 2022

Full-Service Wealth Management Firms in Canada Fall Short in Providing Comprehensive Advice, J.D. Power Finds

Although satisfaction among investors with full-service wealth management firms in Canada has increased slightly to 669 (on a 1,000-point scale) from 666 a year ago, only a fraction of those investors are getting the holistic and comprehensive financial advice that is the core value proposition of the industry. According to the J.D. Power Canada 2022 Full-Service Investor Satisfaction Study,SM released today, while 40% of investors say their financial advisor provides them with comprehensive advice, a deeper analysis reveals that only 7% of investors receive all the elements of comprehensive advice as defined by J.D. Power criteria. The criteria include making recommendations [...]

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May 4, 2022

Inflation Turns Water into Whine: Customer Satisfaction with Water Utilities Plunges as Rates Surge, J.D. Power Finds

The six-year streak of improving or flat customer satisfaction with residential water utilities has come to an end. According to the J.D. Power 2022 U.S. Water Utility Residential Customer Satisfaction Study,SM released today, the past several years of goodwill earned through investment in water quality, proactive customer communications and digital customer service channels have been washed away by a significant increase in monthly bills.

“The timing couldn’t be worse,” said Andrew Heath, senior director of utilities intelligence at J.D. Power. “The rate relief efforts put in place during the pandemic have come to an end just as the forces of inflation have [...]

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May 4, 2022

EV Start-Ups Struggle to Offer Functionality of Tesla, Mass-Market Brands in Vehicle Smartphone Apps, J.D. Power Finds

Usage of an auto manufacturer’s mobile app remains high, according to the J.D. Power OEM EV App Benchmark Study,SM released today. Even though app usage by owners of gas-powered vehicles has increased during recent years, owners of electric vehicles (EVs) are still more likely to use their app on a more regular basis, especially for needs like checking range information or viewing active charging status. More than 50% of EV owners use their brand’s app at least half of the time they drive, indicative of an app’s importance and reliance.

J.D. Power is increasing its presence in the field of customer satisfaction with automotive mobile apps as the industry faces ongoing [...]

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April 28, 2022

Dealers in China are Profitable but Struggle to Sustain Profitability, J.D. Power Finds

New-vehicle sales, which are the major revenue source of automotive dealers in China, are rising and making significant contributions to the growth of dealers’ profit, according to the J.D. Power 2022 China Dealer Attitude Study(DAS), SM released today. However, on average, revenue from used-vehicle sales and after-sales service is declining, making it far from being a sustainable source of profitability.

The study, which began in 2009, examines authorized dealer attitudes toward auto manufacturers as well as their satisfaction with them. It also provides the business conditions of dealerships and analyzes issues that both manufacturers and dealers are deeply [...]

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Home Improvement Retailers Fight Inflation with Stand-Out Customer Service, J.D. Power Finds
 
Established Direct Banking Brands Flex Their Digital Banking Muscle, According to J.D. Power
 
With Fewer Opportunities, Auto Lenders in Canada Need to Deliver on Value Proposition, J.D. Power Find
 
North American Airline Passenger Satisfaction Declines: Here’s Why That’s Good News, Says J.D. Power