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Category: Customer Experience

Customer Experience / Wireless

Wireless customer care satisfaction remains high, J.D. Power finds

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 …

Auto Industry / Customer Experience

Some car owners truly love their vehicles despite flaws, J.D. Power finds

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. …

Appliance Industry / Customer Experience

Appliance industry needs more online engagement with consumers: J.D. Power

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 …

Auto Industry / Customer Experience

Domestic automakers turn in best quality performance ever

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 …

Customer Experience / Internet / Telecommunications / Video Technology / Wireless

Video streaming satisfaction grows, but cable TV remains in ACSI’s basement

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 …

Customer Experience / E-Commerce

Survey: Easy agent access to customer info key to online business success

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 …

Coronavirus / Customer Experience / Health Care

J.D. Power: Health plans have a customer engagement problem

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 …

Customer Experience / Fintech

J.D. Power: Vanguard, Schwab lead online investment firms

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 …

Auto Industry / Customer Experience / Telecommunications

J.D. Power releases satisfaction data on auto websites, tires, telecom

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 …

Customer Experience / Electric Vehicles

Escalent launches EVForward for consumer insight on EVs

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 …

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