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Press Releases

2019 Mattress Satisfaction Report

COSTA MESA, Calif.: 30 Oct. 2019 — Mattress customer satisfaction is up significantly this year as many new direct-to-consumer retailers offering "bed-in-a-box" style mattresses have entered a market that previously had been dominated by brick-and-mortar retail. According to the J.D. Power 2019 Mattress Satisfaction Report,SM released today, overall customer satisfaction with mattresses is up 8 points (on a 1,000-point scale) from 2018, with improvement seen in all factors.

Singapore Credit Card Satisfaction Study

SINGAPORE: 30 Oct. 2019 – Customers’ overall satisfaction with their primary credit card issuer dips 6 points this year to 712 (on a 1,000-point scale), according to the J.D. Power Singapore Credit Card Satisfaction StudySM released today. Eight issuers are ranked in this year's study, with American Express maintaining the top position, followed by DBS and POSB. Tied in fourth place are Citibank and OCBC. Moving two places up the ranking and closer to industry average, is UOB, followed by Standard Chartered and HSBC.  

2019 U.S. Aftermarket Service Index (ASI) Study

COSTA MESA, Calif.: 30 Oct. 2019 — Satisfaction scores tend to increase when aftermarket service advisors perform consistent service processes, such as a vehicle walkaround before initiating service and when the customer is contacted after the work was completed; however, these activities aren’t regularly implemented into the service process, according to the inaugural J.D. Power 2019 U.S. Aftermarket Service Index (ASI) Study fueled by SurveyMonkey Audience,SM released today.

2019 Malaysia Sales Satisfaction Index (Mass Market) Study

SINGAPORE: 30 Oct. 2019 — New-vehicle buyers in Malaysia are increasingly moving up the value ladder with more vehicle buyers showing interest in SUVs, according to the J.D. Power 2019 Malaysia Sales Satisfaction Index (Mass Market) Study,SM released today. Customers who purchased an SUV have higher satisfaction than small car buyers (806 vs. 794 points, on a 1,000-point scale). Overall sales satisfaction in the mass market segment is 800, an increase of 16 points from 2018.

2019 Indonesia Initial Quality Study

SINGAPORE: 29 Oct. 2019 — New vehicle owners in Indonesia continue to cite design-related problems, which now account for almost half of the total initial quality problems, according to the J.D. Power 2019 Indonesia Initial Quality StudySM (IQS), released today. The share of design-related problems rises steadily to 46% from 27% in 2015, and up from 39% in 2018, with 13 of the top 20 problems this year related to design. The top problems in the design-related issues are associated with seats, connectivity and air-conditioning in the vehicle.