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NEWS
March 3, 2014 | By Catharine M. Hamm, Los Angeles Times travel editor
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.
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BUSINESS
March 10, 2014 | By Chad Terhune
For the seventh consecutive year, Kaiser Permanente ranked highest in customer satisfaction for health insurance among California policyholders, according to ratings firm J.D. Power & Associates. But two other major rivals -- Blue Shield of California and Anthem Blue Cross -- scored the lowest on member satisfaction among seven California health plans. In its annual survey, J.D. Power surveyed more than 34,000 customers of 136 commercial health plans in December and January in 18 regions across the country.
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AUTOS
June 19, 2013 | By Jerry Hirsch
General Motors Co. brands made a big jump in the rankings of the 2013 J.D. Power Initial Quality Study, which examines the problems drivers encounter during the first 90 days of owning a new vehicle. Porsche topped the list - it regularly ranks near the top - but the GMC truck division of GM was second, up from 12th last year. GMC was followed by Lexus, Infiniti and GM's Chevrolet division. Including Buick and Cadillac, all four GM brands, scored above the industry average. It was the best showing for an American automaker.
NEWS
March 3, 2014 | By Catharine M. Hamm, Los Angeles Times travel editor
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.
BUSINESS
November 30, 2004 | John O'Dell
J.D. Power & Associates, the Westlake Village market research firm whose studies of automotive quality are widely followed, has hired Steven Carroll, a former ACNielsen Corp. executive, to head its U.S. operations. In his new position as senior partner and executive vice president for client services, Carroll will be responsible for all of Power's U.S. market research for the auto, healthcare, insurance, finance and other industries. He also will be in charge of developing products and clients.
BUSINESS
March 10, 2014 | By Chad Terhune
For the seventh consecutive year, Kaiser Permanente ranked highest in customer satisfaction for health insurance among California policyholders, according to ratings firm J.D. Power & Associates. But two other major rivals -- Blue Shield of California and Anthem Blue Cross -- scored the lowest on member satisfaction among seven California health plans. In its annual survey, J.D. Power surveyed more than 34,000 customers of 136 commercial health plans in December and January in 18 regions across the country.
BUSINESS
March 8, 2005 | John O'Dell, Times Staff Writer
Consumer research firm J.D. Power & Associates, best known for its automotive quality surveys, said Monday that it would be sold to information media giant McGraw-Hill Cos., which owns corporate credit rating service Standard & Poor's and Business Week magazine. Terms of the deal were not disclosed. Westlake Village-based Power has been on the block for about six months and its market value has been estimated by analysts at as much as $400 million. The sale is expected to close in April.
AUTOS
January 10, 2014 | By Jerry Hirsch
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.
AUTOS
May 23, 2013 | By Jerry Hirsch
May is turning out to be another good month for car sales, according to auto research firms J.D. Power and Associates and TrueCar.com. Both TrueCar and J.D. Power forecast that May auto sales will top 1.4 million vehicles, about an 8% increase from the same month a year earlier. Sales are running at a healthy pace this month even before the Memorial Day weekend, traditionally one of the busiest weekends of the year for auto dealers. Pickup truck sales are particularly strong.
NEWS
November 5, 2013 | By Catharine M. Hamm, Los Angeles Times Travel editor
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.
BUSINESS
February 12, 2014 | By Jerry Hirsch
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.
AUTOS
January 10, 2014 | By Jerry Hirsch
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.
BUSINESS
November 18, 2013 | By E. Scott Reckard
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.
NEWS
November 5, 2013 | By Catharine M. Hamm, Los Angeles Times Travel editor
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.
BUSINESS
July 28, 2013 | By Hugo Martin
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.
BUSINESS
July 28, 2013 | By Hugo Martín
If you are itching to switch on your iPad or Kindle reader while your plane taxis for takeoff, you are going to have to wait at least a little longer. A panel assembled by the Federal Aviation Administration to consider relaxing the rules on using portable electronic devices on airplanes has asked for more time to come up with its recommendations. The panel - made up of representatives from airlines, aircraft builders and electronics firms, as well as pilots, flight attendants and others - was scheduled to produce a recommendation by Wednesday.
NEWS
July 20, 2011 | By Jane Engle, Los Angeles Times Staff Writer
Guests are getting less happy with their hotel stays, judging from a new survey.  A major culprit: As hotels cut costs, their service and facilities have slipped. Results of the 2011 North America Hotel Guest Satisfaction Index Study, released Wednesday by J.D. Power and Associates , found that overall satisfaction with hotels over the last year has slid to 764 from 771, based on a 1,000-point scale. Despite paying about 4% more in room rates, customers said they were actually more satisfied this year than last with costs and fees, the study found.
BUSINESS
July 28, 2013 | By Hugo Martin
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.
AUTOS
June 19, 2013 | By Jerry Hirsch
General Motors Co. brands made a big jump in the rankings of the 2013 J.D. Power Initial Quality Study, which examines the problems drivers encounter during the first 90 days of owning a new vehicle. Porsche topped the list - it regularly ranks near the top - but the GMC truck division of GM was second, up from 12th last year. GMC was followed by Lexus, Infiniti and GM's Chevrolet division. Including Buick and Cadillac, all four GM brands, scored above the industry average. It was the best showing for an American automaker.
AUTOS
May 23, 2013 | By Jerry Hirsch
May is turning out to be another good month for car sales, according to auto research firms J.D. Power and Associates and TrueCar.com. Both TrueCar and J.D. Power forecast that May auto sales will top 1.4 million vehicles, about an 8% increase from the same month a year earlier. Sales are running at a healthy pace this month even before the Memorial Day weekend, traditionally one of the busiest weekends of the year for auto dealers. Pickup truck sales are particularly strong.
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