ACSI: satisfaction with TVs, PCs reaches record highs
ANN ARBOR–While televisions and PCs are turning up the volume on customer satisfaction, household appliances are left with some work to do behind the scenes. According to the recently released …
Auto insurer websites, apps now driver of new customers
TROY–With auto insurance rates higher than ever and more consumers in the market shopping for policies than ever before, digital channels have become a critical component to the overall auto …
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 …
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 …
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 …
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 …
Big bank investments in mobile apps paying dividends: J.D. Power
TROY—The latest studies from the customer experience analytics firm J.D. Power found that a record 67% of retail bank customers in the United States used their bank’s mobile app during …
Henry Ford Health adds marketing senior VP
DETROIT—Officials at Henry Ford Health System announced the appointment of Heather Geisler as senior vice president and chief marketing, communications, and experience officer. Geisler will join Henry Ford on Sept. …
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 …
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 …