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ANN ARBOR—Online shoppers demand robust, real-time interaction with agents online, according to a new survey of 500 online shoppers from the Ann Arbor customer experience analysis firm CFI Group and …
TROY—The customer satisfaction analysis firm J.D. Power’s new U.S. Commercial Member Health Plan study finds that 60 percent of privately insured U.S. health plan members say they were not contacted …
TROY—Amid historic market volatility and heightened investor demand for access to their investment accounts, wealth management firms are facing an important moment of truth. According to the J.D. Power 2020 …
TROY—The Troy customer satisfaction analysis firm J.D. Power Thursday released new reports on satisfaction with automotive websites, automotive tires, and telecom self-help sites. The 2020 Automotive Website Evaluation Study shows …
LIVONIA—Escalent, a human behavior and analytics firm, has launched EVForward, a new insights platform that helps automakers and utilities plan for the continued growth of electric vehicle market share. Company …
TROY—Customers who had a store representative take the time to explain network coverage have significantly higher satisfaction scores with their overall purchase experience (894 on a 1,000-point scale) compared with …
TROY—The best wireless customer care experiences are increasingly becoming those that involve only one human being, according to the latest research from customer experience analytics firm J.D. Power. The firm …
TROY—The consumer data and behavior analyst J.D. Power will combine with Autodata Solutions under the J.D. Power name, according to representatives of Thoma Bravo, the Chicago private equity firm that …
ANN ARBOR–The latest Finance, Insurance, and Health Care Report from the Ann Arbor-based American Customer Satisfaction Index showed that banks have surpassed credit unions in customer satisfaction, an ACSI first. …
ANN ARBOR—User satisfaction with social media isn’t falling, but the industry has room for improvement. After dropping in 2018, customer satisfaction with social media overall held steady at 72 on …