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Customer Satisfaction

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BUSINESS
Lorraine Mirabella | January 7, 2014
Amazon and L.L. Bean tied for best in customer satisfaction during the holiday season, while Priceline.com came in last, an index released Tuesday showed. The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition measured overall and channel-specific satisfaction for the top 100 U.S. retailers. The analysis was based on data gathered Nov. 29 through Dec. 17. In the store channel, Apple was edged to second place by Publix Super Markets, followed by Kroger, Nordstrom and Victoria's Secret.
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BUSINESS
Lorraine Mirabella | August 14, 2014
If you had a complaint about your credit card last year, about billing or fraud, for instance, you were more likely to live in Maryland than North Dakota. Mid-Atlantic residents had the most credit card complaints per capita, with Maryland ranked overall in the U.S. as the state with the third highest number of complaints, according to a new study. Consumer website ValuePenguin analyzed the more than 13,000 complaints collected by the Consumer Financial Protection Bureau in 2013 to come up with its findings.
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BUSINESS
By June Arney | September 18, 2005
NV Homes ranks highest in customer satisfaction in the Baltimore market, according to the J.D. Power and Associates 2005 New-Home Builder Customer Satisfaction Study. This is the first year Baltimore has been included in the study, which measures satisfaction with new-home builders in 30 of the largest U.S. homebuilding markets, based on 10 factors that drive overall satisfaction. NV Homes outperformed other builders in warranty/customer service, home readiness, construction manager, quality of workmanship/materials, physical design elements and location.
BUSINESS
Lorraine Mirabella | January 7, 2014
Amazon and L.L. Bean tied for best in customer satisfaction during the holiday season, while Priceline.com came in last, an index released Tuesday showed. The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition measured overall and channel-specific satisfaction for the top 100 U.S. retailers. The analysis was based on data gathered Nov. 29 through Dec. 17. In the store channel, Apple was edged to second place by Publix Super Markets, followed by Kroger, Nordstrom and Victoria's Secret.
NEWS
February 3, 1991
Buick Motor Division has presented Harford County car dealer Boyle Buick with the Buick "Best in Class" trophy for 1990 in honor of the dealership's outstanding achievements in customer satisfaction and overall operating professionalism.In the six years of the "Best in Class" program fewer than 150 of the 3,030 Buick dealerships nationwide have ever been awarded Buick's highest honor. This marks the third time that Boyle Buick has been named "Best in Class." Boyle Buick remains the only dealer in Maryland ever named "Best in Class."
BUSINESS
By Lorraine Mirabella and Lorraine Mirabella,Sun Reporter | September 14, 2006
As the housing market cools, a home builder's reputation for customer satisfaction can win over buyers, representatives of J.D. Power and Associates said yesterday in releasing its 10th annual new-home builder customer satisfaction study. "For the past several years, builders have been in an order-taking mode, rather than a sales mode," said Paula Sorkin, executive director of the real estate industries practice at J.D. Power. "Builders that can provide a high level of customer satisfaction can differentiate themselves from the competition."
BUSINESS
By BLOOMBERG NEWS | May 17, 2006
NEW YORK -- Customer service at U.S. airlines during the first quarter was the worst it has been in five years, according to a University of Michigan index that ranks customer satisfaction. Only cable television, satellite services and newspapers ranked lower than airlines in the American Customer Satisfaction Index, which also examined industries such as utilities, health care, telecommunications and food service. Among the U.S. airlines, Northwest ranked lowest, its rating falling 4.7 percent from the first quarter of last year.
BUSINESS
By Lorraine Mirabella | May 9, 2012
Online shoppers prefer Walmart to Target. That's one of the findings of an index released today that scores the top 100 online retailers on customer satisfaction. ForeSee's Top 100 E-Retail Satisfaction Index based its analysis on nearly 21,000 surveys of online shoppers in the first quarter of 2012. The scores, calculated on a 100-point scale, range from a high of 89 for Amazon to a low of 69 for Ancestry.com and efollett.com. The top six, all with scores of 83 or higher, were Amazon, Apple, QVC, Keurig, Avon and L.L. Bean.
BUSINESS
By Steve Kerch and Steve Kerch,CBS MARKETWATCH | September 19, 2004
Customers of U.S. homebuilders were more satisfied with their houses in 2004 than a year earlier as the residential-construction industry continues to make strides in customer service, J.D. Power and Associates reported Wednesday. Overall customer satisfaction increased to 112 on the J.D. Power index from 109 in 2003. The company said satisfaction scores increased in 18 of the 20 metropolitan markets included in both the 2003 and 2004 studies, with the most notable increases seen in Minneapolis; Raleigh/Durham, N.C.; Las Vegas; Austin, Texas; and Denver/Colorado Springs.
BUSINESS
Lorraine Mirabella | August 14, 2014
If you had a complaint about your credit card last year, about billing or fraud, for instance, you were more likely to live in Maryland than North Dakota. Mid-Atlantic residents had the most credit card complaints per capita, with Maryland ranked overall in the U.S. as the state with the third highest number of complaints, according to a new study. Consumer website ValuePenguin analyzed the more than 13,000 complaints collected by the Consumer Financial Protection Bureau in 2013 to come up with its findings.
BUSINESS
Jamie Smith Hopkins | July 1, 2013
A new customer-satisfaction survey of residents using retail electricity providers ranks Constellation fourth of four in Maryland, its home base. J.D. Power and Associates says Dominion Energy Solutions received the highest marks from customers -- 648 on J.D. Power's 1,000-point scale -- with Washington Gas Energy Services (640) and Energy Plus (612) coming in second and third, respectively. Constellation trailed them with a 592 score. Customers also provided feedback about other companies but not in large enough numbers to rank, J.D. Power said.
BUSINESS
Jamie Smith Hopkins | May 1, 2013
What do you think of Baltimore Gas and Electric Co. and its parent, Exelon Corp.? Some companies survey customers to find out. Results are mixed. J.D. Power and Associates' most recent survey -- for 2012 -- shows BGE with a roughly average score for large utilities in the Northeast and Mid-Atlantic, but substantially below average overall. BGE's 598 score for customer satisfaction among electric residential customers, on a 1,000-point scale, ranked it below 109 of the 126 utilities the marketing-information firm surveyed.
EXPLORE
April 1, 2013
Joseph Vecchiolla of Forest Hill has been promoted from vice president of U.S. field operations to president at Williams Scotsman, a leading provider of modular space and storage solutions in North America. In this new role, Vecchiolla is responsible for all financial, strategic and operational aspects of Williams Scotsman's U.S. business. He is also part of the Algeco Scotsman leadership team, collaborating with global colleagues to further establish the company's leadership position.
NEWS
February 16, 2013
As a proud employee of Southwest Airlines, I read your article ("Is Southwest Airlines losing the luv?" Feb. 9) with dismay. Within the article you acknowledge the fact that Southwest is still the only airline allowing two bags to fly free while simultaneously berating the company for "swelling its bottom line. " While most of the reporting in this piece is technically accurate, the omission of information is unfortunate at best and could easily lead readers to believe that the opinions reflected by the few customers quoted here represent a majority.
BUSINESS
By Lorraine Mirabella | May 9, 2012
Online shoppers prefer Walmart to Target. That's one of the findings of an index released today that scores the top 100 online retailers on customer satisfaction. ForeSee's Top 100 E-Retail Satisfaction Index based its analysis on nearly 21,000 surveys of online shoppers in the first quarter of 2012. The scores, calculated on a 100-point scale, range from a high of 89 for Amazon to a low of 69 for Ancestry.com and efollett.com. The top six, all with scores of 83 or higher, were Amazon, Apple, QVC, Keurig, Avon and L.L. Bean.
NEWS
By John Kelly | March 29, 2011
Marylanders live with an unnecessary burden of being among the lowest in electric customer satisfaction nationwide. A 2010 J.D. Power satisfaction study puts Pepco and Baltimore Gas & Electric tied for 104 out of 121 utilities nationwide in customer satisfaction. Fortunately, the state finally has a chance to lead the effort in creating a more reliable electricity system. The spring season makes it all too easy to forget the winter snowstorm that left more than 400,000 Maryland residents without power just a few short weeks ago. While Pepco took much of the heat, 237,000 of those who lost power during January's storm were BG&E customers, according to The Baltimore Sun. The good news: Outage outrage has oversight officials scrambling to expedite emergency legislative action that would hold the utilities accountable for enhanced reliability standards.
BUSINESS
By New York Times News Service | May 21, 1993
WASHINGTON -- For the first time, one of the Big Three automakers has sued a dealer to end a franchise because of poor customer service.In the past, automakers have often sent representatives to urge improvements in service and, if necessary, to help negotiate the sale of a franchise.But in this case, Chrysler Corp. filed suit earlier this year in U.S. District Court in Baltimore to end the franchise of Lowe Jeep Eagle, of Upper Marlboro, a Washington suburb.In the suit, the automaker said that five years of corporate warnings of very low customer satisfaction had gone unheeded and that the dealer had refused to voluntarily give up the franchise.
BUSINESS
Jamie Smith Hopkins | May 1, 2013
What do you think of Baltimore Gas and Electric Co. and its parent, Exelon Corp.? Some companies survey customers to find out. Results are mixed. J.D. Power and Associates' most recent survey -- for 2012 -- shows BGE with a roughly average score for large utilities in the Northeast and Mid-Atlantic, but substantially below average overall. BGE's 598 score for customer satisfaction among electric residential customers, on a 1,000-point scale, ranked it below 109 of the 126 utilities the marketing-information firm surveyed.
BUSINESS
By Andrew Leckey and Andrew Leckey,Tribune Media Services | March 11, 2007
Is there hope for my shares of Amazon.com Inc.? I wonder about that company. -- L.R., via the Internet As it accepts a flood of preorders for Harry Potter and the Deathly Hallows, the final installment of the famous series due out at midnight July 21, the aggressive Internet retailer itself could benefit from a little magic. It offers an innovative array of new merchandise that has expanded far beyond books, music and videos. Yet there's no crystal-ball answer as to whether that can be transformed into long-term growth and profitability, or whether cut-rate shipping and hefty technology expenditures will be too costly to maintain.
BUSINESS
By Dan Thanh Dang and Dan Thanh Dang,Sun Columnist | October 10, 2006
There's a major disconnect between consumers and the businesses that compete for our hard-earned dollars. We consumers are better prepared, more resourceful and more capable than ever of making smart spending decisions. With the World Wide Web at our fingertips, hundreds of consumer groups eager to inform us and tens of thousands of companies offering us choice, we can easily take our money and walk. We were crucial drivers of the economy through recent tough times, including the Sept.
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