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Category: Customer Experience

Customer Experience / Electric Vehicles

EV owners increasingly turn to makers’ apps

TROY–The use of auto manufacturers’ mobile apps for electric vehicles has increased, according to the recently released J.D. Power 2023 U.S. OEM EV App Report. Even though app usage by …

Cloud Technologies / Customer Experience / Cyber Security / Disaster Recovery

Otava names VP of customer experience and strategy

ANN ARBOR–Otava, the cloud computing services provider, has named Cyndi Lyon vice president of customer experience and strategy. “As a cloud computing and IT service provider, Otava has always prided …

Customer Experience / Telecommunications / Wireless

Samsung ties Apple for satisfaction with 5G phones

ANN ARBOR–Customer satisfaction with wireless service overall has improved 1% to a score of 74 out of 100, according to the just-released American Customer Satisfaction Index Wireless Phone Service and Cell Phone …

Auto Dealers / Auto Industry / Automotive Aftermarket / Customer Experience

Dissatisfaction with EV service jolts J.D. Power study of auto service

TROY–The increasing volume of battery electric vehicles being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, resulting in a year-over-year decline in score for …

Customer Experience / Electric Vehicles

JD Power: Owner satisfaction gets a jolt from new models as EV market grows

TROY–As more battery electric vehicle models become available for purchase, owners’ satisfaction with their overall experience is shifting to more traditional factors such as quality and styling. According to the …

Customer Experience / Online Shopping / Retail Technology

Retail sector satisfaction slips, but ACSI finds many bright spots

ANN ARBOR–The latest American Consumer Satisfaction Index review of the retail trade sector shows that satisfaction has slipped 0.5 percent over the past year to a level of 74.7 out …

Customer Experience / Wireless

Wireless providers doing a better job of solving customer problems: J.D. Power

TROY–Whether it’s a simple billing inquiry, a plan change or a technical issue, wireless providers are solving customer issues faster than ever, according to the J.D. Power 2023 U.S. Wireless …

Customer Experience / Utilities

J.D. Power: Business satisfaction with utilities falls as rates rise

TROY–More than half (52%) of United States businesses say they are aware of electric utility rate increases this year, spurring a significant decline in overall customer satisfaction. According to the …

Customer Experience / Internet Service Providers

Price of Residential Internet Drives Customer Choice, J.D. Power Finds

TROY–While performance and reliability is the most influential factor in predicting overall customer satisfaction, the No. 1 reason residential internet customers are choosing their provider is price, according to the …

Customer Experience / Fintech

Customer satisfaction drops with online investing

TROY—The honeymoon may be coming to an end for the tens of millions of new do-it-yourself investors who flocked to do-it-yourself retail brokerage firms during the past few years. According …

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