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Special Reports

Special Report Download

Throughout the year, J.D. Power and Associates' researchers, analysts, economists, statisticians, and experts in consumer behavior and demographic trends create a variety of white papers, special reports, and assessments that provide added value to clients, prospects, marketing and advertising agencies, and those in the educational sector. Listed below are reports available via the Internet.

Special Report Download - Check the publications you would like to download and click Next

	2008 National Auto Insurance Study Management Discussion Insurance Management Discussion	View Details
	During the past several years, many companies in the insurance industry have used J.D. Power and Associates’ data to benchmark their competitive performance in customer satisfaction and to better understand how improvements lead to stronger financial performance. In recent years, this analysis has been expanded to include the importance of gaining customers’ emotional commitment to a brand.

	A Look in the Mirror: The VOC Scorecard General White Paper	View Details
	In the past year, almost 4,000 respondents from 600 companies have taken the J.D. Power and Associates online VOC Test, providing a snapshot self-assessment of how well their companies weave the Voice of the Customer into day-to-day business practices. The paper highlights a significant and concerning gap between the strong desire to delight customers and the ability to translate that desire into reality. The paper examines the widespread reactive approach to customer satisfaction.

	CFS Management Discussion Finance Management Discussion	View Details
	The 2007 Consumer Financing Satisfaction Study measures customer satisfaction with the new-vehicle financing process by examining four factors: provider offering, application/approval process, payment/billing process and customer contact experience. The study is based on responses from 24,163 consumers who financed their new vehicle in the previous five to seven months.

	Chasing the Gecko Insurance Management Discussion	View Details
	The Insurance Shopping Study is designed to help carriers understand the Who, What, When, Why and How of auto insurance shopping. To receive a copy of the management discussion based on this study, please enter your information in the form below and click Submit. You will then be automatically forwarded to the document.

	Enhancing Customer Satisfaction at the Retail Level General White Paper	View Details
	This paper provides a brief overview of some of the challenges organizations face with regard to customer satisfaction as well recommendations for ways organizations can use J.D. Power and Associates data to improve performance. This paper is not intended to be a comprehensive summary of all issues organizations face, but rather to share a few ideas.

	Financial Returns from Committed Customer Insurance Management Discussion	View Details
	This Management Discussion provides insights into estimating the financial value of customer satisfaction, prioritizing customer experience improvement initiatives based on financial impact, exploring the role brand image plays in influencing customer loyalty, and the extent to which customer inertia explains retention.

	Generation X and Y; Consumers are Changing the Way Insurance Providers Service Auto Policy Customers Insurance White Paper	View Details
	Research shows that younger generations represent a growing proportion of the auto insurance market. As this trend continues, auto insurance providers will need to understand the needs and perceptions of Generation X and Y consumers. By doing so, providers will be better able to meet the unique expectations of this demanding and savvy group of consumers.

	Homeowners Insurance: The Impact on Auto Insurance Renewals Insurance Management Discussion	View Details
	This Management Discussion provides insights into: The financial value of policy retention and the impact of unbundling on policy retention Loyalty among bundlers The impact of a homeowner's customer satisfaction on the overall bundled policy package

	The Impact of “Customer Choice” on Insurance Claims Experience Insurance Management Discussion	View Details
	A comparison of customer opinions among Progressive claimants who take their vehicle to one of the “concierge” claim facilities vs. those who chose to personally manage the body shop process.

	The Single-Question Trap: The Limitations of Net Promoter in Predicting Financial Performance Finance White Paper	View Details
	This white paper examines the strengths and limitations of the Net Promoter concept from a practitioners’ perspective. Using customer data from J.D. Power and Associates syndicated studies, the findings validate and extend earlier findings of Morgan and Rego (2006).

	Top Service Practices to Delight Claimants Insurance Management Discussion	View Details
	The 2008 Auto Claims Study Management Discussion identifies 10 practices sure to delight a claimant. They center on a few core servicing philosophies: effective communication, managing expectations, convenience, and empathy.

	Vehicle Total Loss and Customer Claim Satisfaction Insurance White Paper	View Details
	This Management Discussion provides insights into: The increasing incidence of total losses as a proportion of Auto Physical Damage claims and the underlying factors driving this trend The impact on customer satisfaction when auto physical damage leads to a vehicle write-off Best practices with regard to negotiating - The repair / write-off decision - The total valuation

	Voice of the Customer Economics: Living in a Buyer-Centric World General White Paper	View Details
	Companies around the world are beginning to understand the tremendous economic benefits that can be gained by better serving their customers – and the concurrent threats to their bottom lines that will occur if they don’t improve their current practices. This paper discusses the why or importance to the bottom line of integrating the Voice of the Customer into the fabric of an organization.

	What Is Your VIQ: Understanding Your Customer’s Voice of the Customer Proficiency General White Paper	View Details
	This paper describes how companies can be placed into five levels of VOC proficiency – the Voice of the Customer Intelligence Quotient (VIQ) – based on an assessment across more than 160 leading practices found at high-performing organizations. Most companies have no shortage of customer information, but are the data understood, disseminated, and internalized for maximum impact? What is your VIQ?

	What Makes Borrowers Happy? Finance White Paper	View Details
	In this article, from the October issue of Mortage Banking magazine, J.D. Power and Associates' mortgage practice leader, Tim Ryan, CMB, describes what is satisfying mortgage customers and how lenders can improve customer retention.

	Winning and Losing Customers in Personal Auto Insurance Insurance White Paper	View Details
	The 2008 Insurance New Buyer Study examines the purchase behaviors and overall satisfaction of buyers who shop for a new auto insurance company. Three key factors are measured to determine overall satisfaction. In order of importance, they are: distribution channel (50%), price (29%) and policy offerings (21%).

Does Bigger Equal Better?

What impact, if any, does home size, builder size and product type have on customer satisfaction? Are there inherent customer satisfaction advantages to focusing on a certain type of product or on builder size? These topics are examined in this paper, with the objective of demonstrating that when it comes to customer satisfaction, every builder has an opportunity to excel.

Price: $500
To purchase, please contact Kristi White (805.418.8688)

Excellence in Home Builder Satisfaction: Common Characteristics of High-Ranking Builders

What are the high-ranking new-home builders doing to achieve excellence in customer satisfaction? A thorough analysis of J.D. Power and Associates customer satisfaction data, supplemented by interactions and relationships with builders across the country, reveals a number of common attributes and practices that characterize those builders consistently ranking highest in J.D. Power research. This white paper outlines these key characteristics that all builders can leverage to improve their own performance. Learn More About the Home Builder Practice

Price: $500
To purchase, please contact Kristi White (805.418.8688)

The ROI of VOC: Translating Voice of Customer Information into Operational and Financial Performance in the Residential Construction Industry

While most consumer industries have well-established metrics for estimating the value of a loyal customer, few widely-accepted benchmarks to determine customer value in the residential construction industry. One reason is that relatively little work has been done to describe—in detail—the relationship between Voice of Customer (VOC) information and key elements of builders’ financial and operational performance. The objective of this paper is to illustrate how VOC measures can be used to assess financial and operational performance to help estimate the return on investment (ROI) of builder activities designed to improve their customer focus. Four broad types of VOC information are examined: Customer Loyalty, Production Effectiveness, Product Quality, and Brand and Reputation. In each area an attempt is made to detail the relationship between VOC information and builder performance. Also provided are illustrative examples of several models developed by J.D. Power and Associates to estimate the financial impact of enhanced VOC focus.

Price: $500
To purchase, please contact Kristi White (805.418.8688)

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