March 3, 2014 |
If you fly JetBlue or Southwest, rent a car from National or Enterprise, stay at a Homewood Suites, a Staybridge Suites or a Drury hotel, a Four Seasons or a Ritz-Carlton, your trip will probably be marked by good customer service. Those brands on Monday were named Customer Service Champions by J.D. Power, which analyzed feedback from customers about nine industries, including travel. Customers evaluated their experience based on what J.D. Power calls the five Ps: people, presentation, price, process and product.
February 12, 2014 |
After years of improving car reliability, automakers have shifted into reverse while attempting to exact better fuel economy and add in-dash technology, J.D. Power & Associates reported in its 2014 U.S. Vehicle Dependability Study. Owners of 3-year-old vehicles reported more problems than in the same study from the prior year, the automotive research firm said Wednesday. It was the first increase in problems reported since 1998. The slip in quality might be the first sign in a trend toward declining reliability in cars, according to the firm, whose research identified transmissions and infotainment systems as key trouble spots.
January 10, 2014 |
The standard consumer advice for car buying is to purchase as close as you can to the end of the month, quarter or year. Dealers, the thinking goes, are more eager to make deals later in the month to make sure they achieve manufacturer quotas that pay lots of extra money. Car buyers took that advice to heart, making Dec. 31 the second busiest day for car sales ever, according to J.D. Power and Co., the market research firm. Dealers sold 117,985 vehicles on the last day of last year.
November 18, 2013 |
Online lender Quicken Loans sits atop J.D. Power & Associates' survey of mortgage customer satisfaction for a fourth straight year. Quicken rated 841 overall out of a possible 1,000, according to J.D. Power, a Westlake Village market researcher. The Detroit-based lender received top ratings in all categories: the application and approval process, interactions with loan representatives, the closing experience, and level and quality of contact. BB&T Corp. of Winston-Salem, N.C., ranked second at 798 with high scores in all categories.
November 5, 2013 |
You're happier with your rental car experience, except when you shop based on price. Those are among the findings of a J.D. Power rental car satisfaction study released Tuesday, which also showed National as the top-ranking company. “There is scarcely anything in the world that some man cannot make a little worse, and sell a little more cheaply. The person who buys on price alone is this man's lawful prey.” That quote, often attributed to English writer John Ruskin, bears out what the J.D. Power study found: More than a third of car rental customers shop based on the cost of renting the car, but the joy of the good deal didn't correlate with satisfaction.
July 28, 2013 |
The investments that many hotels made to upgrade their properties after the Great Recession are starting to pay off. Overall hotel guest satisfaction, measured on a 1,000-point scale, jumped 20 points since 2012 to an average of 777, according to the latest J.D. Power and Associates study of guests' satisfaction with North American hotels. Experts say the latest scores, the highest marks in seven years, are a response to upgrades and remodeling projects done by hotels to entice guests back after the financial crisis.