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ANN ARBOR—When the COVID-19 pandemic ramped up in the United States in March, visits to general news websites skyrocketed and social media usage surged. Yet, even before the pandemic sent …
TROY—With a steady flow of calls to wireless customer care representatives, who were moved from call centers to a shelter-in-place situation, great performance and great resolution remain intact during this …
TROY—When it comes to driving sales, as well as generating brand loyalty and advocacy, vehicles that create joy for their owners often overcomes any negatives caused by problems they experience. …
TROY—Whether it be on Facebook, Instagram, YouTube or online retailer websites, kitchen and laundry appliance manufacturers must stay connected to their customer base online, according to the J.D. Power 2020 …
TROY—The customer experience analytics firm J.D. Power has released its 2020 Initial Quality Study for new cars. The iconic study, redesigned this year, measures components that fail and features that …
ANN ARBOR—The coronavirus pandemic has changed the way Americans work and how they spend their leisure time, putting a spotlight on both high-speed internet service and in-home entertainment options. Video …
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 …