Articles from J.D. Power

Despite not having branches and interacting with customers primarily through digital channels, direct banks are outperforming traditional retail banks, along with making customers feel supported during challenging times. According to the J.D. Power 2025 U.S. Direct Banking Satisfaction Study,SM released today, overall customer satisfaction with direct bank checking accounts is 692 (on a 1,000-point scale), which is 24 points higher than the average regional bank and 35 points higher than national banks. Savings account satisfaction is even higher (705), which is 89 points higher than regional banks and 98 points higher than national banks.

The rate at which auto insurance premiums increased in 2024 declined to less than 2% at year-end from 13% at the beginning of the year. But, even as auto insurance customers in the United States have gained some pricing relief, the percentage of customers shopping for insurance year over year jumped to 57% from 49%, according to the J.D. Power 2025 U.S. Insurance Shopping Study,SM released today.

Satisfaction continues to improve across all three segments examined in the J.D. Power 2025 U.S. Aftermarket Service Index (ASI) Study,SM released today. Tire replacement sees the greatest improvement (+19 points on a 1,000-point scale), followed by quick oil change (+17) and full-service maintenance and repair (+15). Improved service completion time and greater perceived fairness of charges are key factors driving the boosts in satisfaction.

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Health insurance members across both commercial and Medicare Advantage plans are increasingly using their health plan’s websites and mobile apps as their primary conduits of communication, but the quality of these digital experiences is lagging far behind what they have come to expect from other industries they interact with digitally such as financial services, property and casualty insurance, and automotive finance. According to the J.D. Power 2025 U.S. Healthcare Digital Experience Study,SM released today, the websites and digital apps provided by commercial member health plans and Medicare Advantage plans are routinely missing the mark on ease of navigation, ability to review coverage and several other basics of the digital experience.

Better interest rates and lower fees offered by credit unions have been a winning combination to earn consistently high satisfaction scores during periods of economic uncertainty. According to the J.D. Power 2025 U.S. Credit Union Satisfaction Study,SM released today, overall satisfaction among credit union members remains unchanged from 2024 at 729 (on a 1,000-point scale). However, satisfaction by age group has changed year over year. Among members under age 40 satisfaction has declined 4 points and is 16 points lower compared with those age 40 and older. For most credit unions, digital interactions and overdraft fees create some challenges, particularly for younger members and those with lower levels of financial health.1

In an uncertain economic environment in which overall consumer financial health,1 total deposits, annual household income and total investments are declining, retail bank customer satisfaction is on the rise. According to the J.D. Power 2025 U.S. Retail Banking Satisfaction Study,SM released today, this counterintuitive improvement in bank customer satisfaction is the direct result of concerted bank efforts to build more personalized, engaged relationships that empower their customers to better manage their finances.

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Overall satisfaction with paint retailers has declined 7 points to 697 (on a 1,000-point scale) from a year ago, according to the J.D. Power 2025 U.S. Paint Satisfaction Study,SM released today. Shoppers experiencing increased problems when using digital tools to purchase is the biggest contributor to the drop in overall satisfaction.

Amid growing uncertainty surrounding the expansion of public charging infrastructure, home charging continues to be a boon for electric vehicle (EV)1 owners, despite declines in satisfaction among owners of both Level 22 charging segments, according to the J.D. Power 2025 U.S. Electric Vehicle Experience (EVX) Home Charging Study,℠ released today. Overall satisfaction among owners of Level 2 portable charging stations is 714 (on a 1,000-point scale) and 733 for Level 2 permanently mounted home chargers, 21 and 11 points lower, respectively, than a year ago. Owner satisfaction with Level 1 portable chargers remains constant at 581.

Tire traction and handling satisfaction declines seven points to 803 (on a 1,000-point scale) from 2024, the biggest year-over-year decline of any factor, according to the J.D. Power 2025 U.S. Original Equipment Tire Customer Satisfaction Study,℠ released today. Vehicle owners who say they had one problem with tire traction and handling have a loyalty rate that is 19 percentage points lower (39%) than the loyalty rate of those who didn’t have a traction or handling problem (58%). After the first two years of ownership, overall satisfaction for tires declines to 790 from 796.

From robo advice and gamified investing apps to artificial intelligence (AI), each new fintech innovation has ushered in a frenzy of predictions about the declining relevance of human financial advisors. However, according to the redesigned J.D. Power 2025 U.S. Investor Satisfaction Study,SM younger, value-conscious do-it-yourself (DIY) investors who were supposed to drive the transformation of the industry are actively seeking the guidance of live professional advisors in an increasingly uncertain economy.

A homeowners insurance property claim should be a moment-of-truth opportunity when insurers make good on their coverage promises to their customers, but instead it has increasingly become a pain point. According to the J.D. Power 2025 U.S. Property Claims Satisfaction Study,SM released today, the sheer volume of catastrophic events, history of widespread premium increases and slow repair cycle times have conspired to strain customer satisfaction with the homeowners insurance claims experience.

Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and gaps in fixing vehicles correctly limit the industry’s progress. According to the J.D. Power 2025 U.S. Customer Service Index (CSI) Study,SM released today, dealers continue to battle with ongoing capacity challenges as the average number of days that customers must wait for an appointment is longer than was tracked from 2018 to 2022, and only nominally better than 2023 and 2024. Addressing this—and other opportunities—could improve service satisfaction and increase loyalty to dealerships.

J.D. Power, a global leader in data analytics, today announced the acquisition of Superior Integrated Auctions (SIA), a leader in modernizing vehicle remarketing. The acquisition brings together SIA’s advanced online auction marketplace capabilities with J.D. Power inventory, extensive vehicle valuation data, predictive analytics and digital marketing solutions to streamline pre-owned vehicle inventory management.

Buy Now Pay Later (BNPL) services saw continued growth in the number of consumers using them, with the highest usage among consumers from Generations Y1 and Z. According to the J.D. Power 2025 U.S. Buy Now Pay Later Satisfaction Study,℠ released today, the number of consumers using BNPL products grew significantly year over year, especially during the holiday season.

After a decline in overall satisfaction in 2024, owners of both premium and mass market battery electric vehicles (BEVs) are expressing a change of sentiment this year, according to the J.D. Power 2025 U.S. Electric Vehicle Experience (EVX) Ownership Study,SM released today. Notable, too, is that year-end retail sales data from J.D. Power shows that BEVs reached a market share of 9.1% in 2024, up from 8.4% in 2023, fueled in part by a growing number of mass market BEV models entering the market.

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At a time when residential utility prices are hitting record highs and public safety and sustainability initiatives are under intense public scrutiny, many of the nation’s largest electric, natural gas and water utilities are ignoring the most effective customer communications channels they have: websites and mobile apps. According to the J.D. Power 2025 U.S. Utility Digital Experience Study,SM released today, customer satisfaction with utility websites and mobile apps is strained with 32% of utility websites and apps failing to meet the most basic, foundational standards of easy navigation and design—and 28% of utilities don’t even offer a mobile app.

Vehicle problems after three years of ownership have reached the highest level since 2009, according to the J.D. Power 2025 U.S. Vehicle Dependability StudySM (VDS), released today. Compared with 2024 results, the industry experiences a 6% increase in problems per 100 vehicles (PP100), which is 12 PP100 worse than a year ago, resulting in an industry average of 202 PP100. The rise in problems is attributable to mass market brands experiencing a 16 PP100 increase related in part to software defects. A lower score indicates higher vehicle quality.

Overall satisfaction with wireless retail experience has decreased 8 points (on a 1,000-point scale) from the previous volume to 827, largely driven by a decrease in satisfaction with cost and promotion, which declined 12 points to 804, according to the J.D. Power 2025 U.S. Wireless Retail Experience StudySM—Volume 1, released today. Only 34% of customers believe their wireless service has improved in value, thus contributing to a drop in cost and promotions satisfaction. Alternately, nearly half (45%) of customers strongly agree that their plans and features are easy to understand. In such cases, cost and promotions satisfaction increases 203 points.

Overall wireless customer care satisfaction has decreased for the first time in two years, according to the J.D. Power 2025 U.S. Wireless Customer Care StudySM—Volume 1, released today. Satisfaction with in-store and website experiences had the biggest decreases in overall satisfaction, down 8 and 10 points (on a 1,000-point scale), respectively, from the most recent volume.

J.D. Power, a global leader in data analytics, today announced a collaboration with Databricks, the data and AI company, to bring its industry-leading customer behavior datasets to the Databricks Marketplace using Delta Sharing.

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The average time wireless customers have spent on their device has increased 40 minutes compared to the first half of 2024, according to the J.D. Power 2025 U.S. Wireless Network Quality Performance StudySM—Volume 1, released today. More than one-third of Gen X1 and Gen Y uses their phones for more than eight hours every two days, most of which is spent streaming, gaming or browsing. As demand has increased, so have network problems, specifically an increase of two problems per 100 uses (PP100) to 11 PP100 from 9 PP100 in the first half of 2024.

Small business owners are less optimistic than they were a year ago and, as they accept a wider variety of payment methods such as debit and credit cards, digital wallets, Buy Now, Pay Later (BNPL) and even cryptocurrency, many are applying surcharges to customer purchases. According to the J.D. Power 2025 U.S. Merchant Services Satisfaction Study,℠ released today, 34% of merchants are adding surcharges for customer purchases made using credit cards. Accordingly, satisfaction with the overall cost of payment processing services among small businesses that implement these credit card surcharges is 24 points lower (on a 1,000-point scale) than among those that do not add a credit card surcharge.

Just 50% of mass market new-vehicle shoppers and 52% of premium new-vehicle shoppers indicate that the manufacturer's website was more organized and modern than other sites they visited, according to the redesigned J.D. Power 2025 U.S. Manufacturer Website Evaluation StudySM — Winter, released today. This highlights the need for manufacturers to update their sites to be more refreshed and intuitive for shoppers.

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This year, the average monthly residential electric bill reached $182 nationally, the highest amount ever recorded by J.D. Power—and customers aren’t happy. According to the J.D. Power 2024 U.S. Electric Utility Residential Customer Satisfaction Study,SM released today, overall satisfaction has declined for a fourth consecutive year to 707 (on a 1,000-point scale), with the biggest decline occurring in billing and payment (-11 points) and customer care (-11).

Auto lenders that deliver a strong digital customer experience via their websites and mobile apps enjoy much higher levels of digital self-service and have customers who are significantly more satisfied than those of other lenders. However, according to the J.D. Power 2024 U.S. Automotive Finance Digital Experience Study,SM released today, 40% of automotive finance customer digital experiences do not meet the most basic standards for modern design, problem-free operation and ease of navigation.

Customers of the nation’s largest national bank brands have higher levels of confidence that their banks can meet their financial needs and support them in challenging times, which is helping to improve customer satisfaction and increase trust. According to the J.D. Power 2024 U.S. National Banking Satisfaction Study,℠ released today, Capital One, Chase and TD Bank are the leaders in customer satisfaction for a third consecutive year. Additionally, those banks rank in the top three in the study’s most heavily weighted factor of trust, scoring 700, 691 and 687, respectively (on a 1,000-point scale).

Connectivity-related issues remain a significant hurdle for manufacturers’ mobile apps for internal combustion engine (ICE) vehicles, according to the J.D. Power 2024 U.S. OEM ICE App Report,SM released today. Nearly one-third (32%) of owners said they experienced app connectivity issues, a slight increase from 29% in 2023. Additionally, 61% of respondents stated that the app's connection to the vehicle is slow, occurring occasionally, frequently or every time they use it.

Gas utility customer satisfaction with billing and payment and customer care significantly drop, according to the J.D. Power 2024 Gas Utility Residential Customer Satisfaction Study, SM released today. Declines on these factors contributed to a significant decline in the industry’s overall satisfaction score, down 11 points to 729 (on a 1,000-point scale), the lowest score since 2015. Specifically, satisfaction with billing and payments drops to 773, down 22 points from 2023 and satisfaction with customer care drops to 774, a reduction of 26 points from 2023.

While 83% of U.S. small businesses expect more good than bad things to happen for their companies, more than half (51%) are currently categorized as financially unhealthy.1 Among those who are financially unhealthy, 61% are carrying revolving debt on their business credit cards and 63% are borrowing with those cards to fund operating expenses, according to the J.D. Power 2024 U.S. Small Business Credit Card Satisfaction Study,SM released today. The findings put a spotlight on the tenuous nature of the small business economy and the critical role that business credit cards are playing in keeping merchants afloat.

Auto and home insurers have spent the past year adding dozens of new features and refinements to their mobile apps, such as automatic collision reporting capabilities, enhanced image upload and body shop selection tools. According to the J.D. Power 2024 U.S. Claims Digital Experience Study,SM released today, these investments are resulting in significantly higher customer satisfaction scores. Overall satisfaction with the digital insurance claims process is 871 (on a 1,000-point scale), up 17 points from 2023.

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As wealth management firms in Canada continue to shift their focus and their outward branding away from transactions and trading to a focus on financial empowerment and freedom, clients’ expectations for personalized guidance are growing. According to the J.D. Power 2024 Canada Wealth Management Digital Experience Study,SM released today, while some firms are delivering on client demands for personalized experiences on their mobile apps and websites, many more are struggling to get beyond the basics of transactional digital relationships with their clients.

As expectations for the wealth management client experience continue to evolve from being more transaction- and product-driven to a more bespoke engagement, digital apps and websites have become critical customer touchpoints. According to the J.D. Power 2024 U.S. Wealth Management Digital Experience Study,SM released today, more full-service and self-directed wealth management clients than ever have come to expect tailored guidance on how to meet personal financial goals from the digital channels offered by their wealth management firms. While many firms are delivering on basic needs of transactional relationships, the majority still have a long way to go to build more personalized digital experiences that are a point of differentiation.

With new- and used-vehicle prices still elevated, budget-conscious shoppers are seeking vehicles that will provide long-term value, highlighting the importance of the J.D. Power 2025 U.S. ALG Residual Value Awards,SM released today. For a fourth consecutive year, Lexus and Honda receive the award for best premium brand and mass market brand, respectively. Lexus receives the most model-level awards with five, followed by Toyota with four.

With average new-vehicle loan interest rates still hovering near 20-year highs1 and the average new-vehicle retail transaction price now at $44,467,2 many auto loan customers are coming away from the lending process with a dose of sticker shock. According to the J.D. Power 2024 U.S. Consumer Financing Satisfaction Study,SM released today, the challenges of the current marketplace are being compounded by a deterioration in consumer financial health.3

A combination of improved business outlooks, stabilizing rates and improved communications have helped business customer satisfaction with electric utilities significantly increase this year. According to the J.D. Power 2024 Electric Utility Business Customer Satisfaction Study,SM released today, overall business customer satisfaction with electric utilities has increased 30 points (on a 1,000-point scale) following several years of declines and persistent customer dismay with high rates.

Senior living community residents and their family members are largely satisfied with their related experiences, particularly those in the assisted living and memory care segment, in which overall satisfaction scores are up significantly this year. According to the J.D. Power 2024 U.S. Senior Living Satisfaction Study,SM released today, overall satisfaction with assisted living and memory care communities is up 18 points (on a 1,000-point scale) from a year ago, while satisfaction with independent living communities is down 3 points.

Despite a September interest rate cut by the Federal Reserve, the average 30-year mortgage rate in the United States has been on the rise during the fourth quarter, reaching 6.9%1 in November, its highest level since August. Persistently high rates, combined with steadily rising housing prices, have put a strain on mortgage customers, according to the J.D. Power 2024 U.S. Mortgage Origination Satisfaction Study,SM released today. Some lenders have managed to turn those challenges into an opportunity to play a more hands-on advisory role with customers, earning high marks for customer satisfaction along the way. Other lenders have struggled.

Customer satisfaction with the vehicle purchase process continues to rise as new-vehicle inventory and pricing improve year over year, according to the J.D. Power 2024 U.S. Sales Satisfaction Index (SSI) Study, SM released today. This year, overall customer satisfaction with the vehicle purchase experience is 801 (on a 1,000-point scale), up from 793 a year ago. Even so, gains in other aspects of the purchase process such as personnel, paperwork and delivery are markedly smaller.

More than one-fourth (29%) of bank customers and 22% of credit card customers have experienced some instance of fraudulent activity on their accounts in the past 12 months, according to the inaugural J.D. Power U.S. Financial Protection Satisfaction Study,SM released today. As financial fraud continues to escalate the way in which financial institutions play an active role in helping customers protect themselves as well as how they respond to incidents, the financial protection they provide has become a key component to overall customer satisfaction, brand loyalty and advocacy with those institutions.

Overall customer satisfaction with in-store mattress purchases increases to 867 (on a 1,000-point scale), up 12 points from a year ago and tying with satisfaction among online mattress purchases, according to the J.D. Power 2024 U.S. Mattress Satisfaction Study,SM released today. One of the largest increases in satisfaction among in-store customers is value given price paid.

For the first time, the J.D. Power 2024 U.S. Home Security Satisfaction Study,SM released today, is split into two segments: professionally and self-monitored systems. Overall satisfaction is higher for professionally monitored home security systems with a score of 898 (on a 1,000-point scale) vs. 881 for self-monitored systems. Professionally monitored systems have higher satisfaction across the board despite the difference in price, as customers indicate they are seeing value for the price they are paying. Additionally, brand reputation is the top reason home security shoppers ultimately pick their system.

Having spent the better part of the past decade re-tooling and transforming their operations to embrace digital-first methods of client communication, investment strategy development and trade execution, wealth managers want just one thing when it comes to digital engagement with asset managers: an easy experience. According to the J.D. Power 2024 U.S. Advisor Online Experience Study,SM released today, ease of doing business has emerged as a top priority—second only to investment returns—for advisors when choosing the asset managers they work with most frequently.

Small business owners are more optimistic about the future and more confident about their bank’s ability to help them meet their future needs. According to the J.D. Power 2024 U.S. Small Business Banking Satisfaction Study,SM released today, overall customer satisfaction among small business owners has surged 20 points (on a 1,000-point scale) this year as economic outlooks continue to improve and banks have stepped up their game on problem resolution, people and financial health support.

Auto insurers have been fighting two major headwinds ever since the pandemic: rising costs and longer repair cycle times. This year, according to the J.D. Power 2024 U.S. Auto Claims Satisfaction Study,SM released today, some relief is in sight for one of those trends. The study shows that the average repair cycle time for claims filed later in the fielding period is 18.9 days, which is down 5.0 days from 23.9 days in the early fielding period. While that may offer some relief to insurers and their customers, the cost side of the equation has gone in the opposite direction, with the average repair cost rising 26% in the past two years. Premiums have followed suit, rising 15% during the past year.

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Trust is one of the biggest contributors to overall customer satisfaction scores with windows and patio doors manufacturers and retailers, according to the J.D. Power 2024 U.S. Windows and Patio Doors Satisfaction Study,SM released today. Specifically, the leading factor in customer satisfaction with manufacturers is trust (19%), while the leading factors in satisfaction with retailers—all at 16%—are trust, people and the delivery and installation process. Overall satisfaction among manufacturers is 739 (on a 1,000-point scale) and 737 for retailers.

The automotive industry is seeing small signs of increased consumer confidence in fully automated self-driving vehicles, although overall confidence remains low, according to the J.D. Power 2024 U.S. Mobility Confidence Index (MCI) Study,℠ released today. After a two-year decline, the index score for consumer automated vehicle (AV) readiness increases 2 points to 39 (on a 100-point scale), which is where it was in 2022.

Financial advisors and insurance agents offering individual annuity products are confronting a particularly challenging set of dynamics in the current marketplace. According to the J.D. Power 2024 U.S. Individual Annuity Study,SM released today, the majority (59%) of current annuity customers struggle with their financial health1 and many do not fully understand the products they are buying.

Customer contact with gas utility provider satisfaction is the lowest since 2016, according to the J.D. Power 2024 U.S. Gas Utility Business Customer Satisfaction Study,SM released today. With that, first-contact problem resolution has drastically decreased to 70% along with a steep decline in satisfaction. Additionally, nearly one-fourth (24%) of study respondents said they spent an hour or more talking with their gas utility representative while using digital tools. Satisfaction is 817 (on a 1,000-point scale) among those who spent more than an hour, while those who had their problem resolved in 10 minutes or less have a satisfaction score of 863.

Wireless internet customers are more satisfied with their service than those with wired internet, according to the J.D. Power 2024 U.S. Residential Internet Service Provider Satisfaction Study,SM released today. Customers with wireless internet have an overall satisfaction of 630 (on a 1,000-point scale) compared with 538 for wired internet customers. Wireless internet, also known as Fixed Wireless Access, provides internet access to customers through 5G or 4G LTE technology, making it an affordable and flexible alternative to other internet connections.

The life insurance industry is at an inflection point. Experiencing persistently slow growth and facing generational shift that is increasingly reliant on converting Millennial1 and Gen Z customers, the industry is working hard to improve customer communications and build trust with new customer segments. According to the J.D. Power 2024 U.S. Individual Life Insurance Study,SM released today, insurers still have a lot of work to do, with the majority of customers indicating their insurer makes things unnecessarily complicated—a problem that is particularly acute among the youngest generation of customers.

Customers who give their rental car companies the highest scores for trust are also most likely to reuse that brand for their next rental. However, according to the J.D. Power 2024 North America Rental Car Satisfaction Study,SM released today, overly complicated vehicles, problems experienced during the rental car experience and the inability to choose a specific vehicle can negatively affect trust, thereby damaging customer loyalty. Overall, just more than half (53%) of rental car customers say it was very easy to operate the features and amenities in their vehicle, an issue rental car companies will need to start addressing as in-car technologies grow increasingly complex.1

Climbing into a car with no driver—and expecting that car to take the rider to a predetermined destination—is something about which most consumers are skeptical. However, once someone rides in a robotaxi, they like it. Consumers’ level of satisfaction with the experience is 8.53 (on a 10-point scale), according to the J.D. Power 2024 U.S. Robotaxi Experience Study,SM released today. The leading contributor to the positive experience is vehicle technology.

For small, medium and large enterprise businesses, the number one reason for switching to a new wireless provider is for a better price on service, according to the J.D. Power 2024 U.S. Business Wireless Satisfaction StudySM, released today. The average score for cost of service satisfaction is at 686 (on a 1,000-point scale) and, for customers who strongly agree their plan has improved in value, satisfaction is 829, highlighting the room for improvement with value perception.

Advanced Driver Assistance Systems (ADAS) account for 12.8% of total new-vehicle problems with 24.9 problems per 100 vehicles (PP100), according to the J.D. Power 2024 U.S. ADAS (Advanced Driver Assistance Systems) Quality and Satisfaction Study,SM released today. Most notably, owners identify vehicle alerts as the top problem area of ADAS issues (9.0 PP100), and such problems have continued to grow during the past five years. A lower score reflects higher vehicle quality.

Independent insurance agents have been on the front lines of the most challenging markets in history, often serving as the intermediary between anxious clients and steadily rising rates or dramatic market exits on the part of insurers. According to the J.D. Power 2024 U.S. Independent Agent Satisfaction Study,SM released today, overall agent satisfaction with insurers of both personal lines and commercial lines has held strong, with commercial lines satisfaction reaching an all-time high. Areas in which some insurers are succeeding in helping independent agents navigate this challenging market are improved quoting platforms, agent training and incentives.

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Live TV streamers are more satisfied than cable and satellite customers, according to the redesigned J.D. Power 2024 U.S. Television Service Provider Satisfaction Study,SM released today. Overall satisfaction for live TV streamers is 625 (on a 1,000-point scale) compared with 524 among cable and satellite customers.

Heralded for its potential to break down socioeconomic and geographic barriers to care and celebrated as a lifeline during the pandemic, telehealth has become one of the most closely watched corners of healthcare delivery in the United States. Is it living up to its potential in the eyes of patients? According to the J.D. Power 2024 U.S. Telehealth Satisfaction Study,SM released today, results have been mixed. With more people than ever using telehealth—and many having great experiences—not all encounters have been perfect. Experiences vary considerably between telehealth providers and concerns remain over the effectiveness of telehealth for different types of care.

Perennial brand loyalty leaders including Toyota, Honda and Lexus have each been able to grow their respective shares of loyal customers amid stagnation experienced by other brands, according to the J.D. Power 2024 U.S. Automotive Brand Loyalty Study,SM released today.

More than three million1 passengers passed through Transportation Safety Administration checkpoints at North American airports on July 7 this year, setting a record for one-day passenger volume. According to the J.D. Power 2024 North America Airport Satisfaction Study,SM released today, such huge volumes of passengers—and all the traffic and rapidly rising prices that come along with them—has not stopped passengers from enjoying their time in airports, evidenced by this year’s overall airport satisfaction scores.

Homeowners and renters insurance costs have now exceeded both the rate of inflation1 and the average rate increases experienced by auto insurance customers during the past year. According to the J.D. Power 2024 U.S. Home Insurance Study,℠ released today, that nationwide surge in rates has driven a sharp increase in the percentage of customers shopping for new policies because their rates are too high.

In 2020, overall multimedia problems per 100 vehicles (PP100) was at 39.1 and steadily increased until 2024 with 43.7 PP100, excluding repair data, according to the J.D. Power 2024 U.S. Multimedia Quality and Satisfaction Study,SM released today. A lower score reflects higher quality.

As more retirement plan customers rely on digital channels for their primary means of interaction, digital experiences will be critical in supporting actions that support their future financial wellbeing and confidence. According to the J.D. Power 2024 U.S. Retirement Plan Digital Experience Study,SM released today, most retirement plan digital experiences still have a lot of room for improvement. Just 21% of retirement websites and mobile apps are living up to customer expectations for a valuable digital experience, significantly lagging those of other industries and putting assets under management at risk.

The secret to a great branded hotel stay may be in an aspect that guests do not often realize: the third-party management company operating the hotel, which creates consistent, pleasurable and problem-free guest experiences. According to the J.D. Power 2024 North America Third-Party Hotel Management Guest Satisfaction BenchmarkSM, released today, overall guest satisfaction with branded hotels run by the nation’s largest third-party management companies improves significantly this year, outperforming both chain-managed and independently operated hotels.

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Are vehicle owners becoming overwhelmed with technology features that don’t solve a problem, don’t work, are difficult to use or are just too limited in functionality? The results of the J.D. Power 2024 U.S. Tech Experience Index (TXI) Study,SM released today, suggest that could be the case. The study, which focuses on the user experience with advanced vehicle technologies as they come to market, finds that while owners offer praise for some advanced features, others are found to be lackluster.

Even in an environment of rising rates in which 36% of small business owners have experienced premium increases during the past year, overall customer satisfaction, loyalty and brand advocacy stay strong when customers trust their commercial insurance providers. According to the J.D. Power 2024 U.S. Small Commercial Insurance Study,SM released today, among small businesses with the highest levels of trust in their insurers 81% say they “definitely will” renew with their carrier and 79% say they “definitely will” recommend their carrier. Overall trust levels, however, vary widely by insurer.

Even as the nation’s hospitals and health systems continue to battle with Medicare Advantage programs over reimbursement rates, customer satisfaction with Medicare Advantage plans is significantly higher than with commercial member health plans. According to the J.D. Power 2024 U.S. Medicare Advantage Study,SM released today, the most important factors driving customer satisfaction with Medicare Advantage plans are ease of finding care, low out-of-pocket costs and provider choice.