Articles from J.D. Power

Despite the fact that more than one-fourth (29%) of bank customers and 24% of credit card customers have experienced some instance of fraudulent activity on their accounts in the past 12 months, many are still not taking any proactive measures to safeguard their accounts. According to the J.D. Power 2025 U.S. Financial Protection Satisfaction Study,SM released today, 23% of bank customers and 29% of credit card customers have not taken any security measures, such as reviewing their accounts, updating passwords or adding multi-factor authentication to their accounts in the past 90 days. In most cases, these customers don’t recall their providers prompting them to take action on security measures.

With average monthly auto finance payments reaching a record average high of $758 in October1 and loan terms now routinely extending to upwards of 84 months, affordability has become a major factor for automotive loan customers. According to the J.D. Power 2025 U.S. Automotive Financing Satisfaction Study,SM released today, customer satisfaction with lenders is heavily influenced by consumer financial health2 and nearly one-third (29%) of borrowers are now categorized as financially vulnerable.

With the average price per kilowatt hour for commercial customers rising 6.7% and the frequency and severity of power outages increasing in 2025, business customer satisfaction with the nation’s electric utilities is strained. According to the J.D. Power 2025 Electric Utility Business Customer Satisfaction StudySM, released today, more businesses than ever are researching new rate plans to address their electric utility challenges.

With new mortgage origination volumes on the rise again after steadily declining for the past four years, lenders have fundamentally changed the way they work with customers. According to the J.D. Power 2025 U.S. Mortgage Origination Satisfaction Study,SM released today, mortgage lenders have evolved from a transactional, volume-at-all-costs approach to adopt more consultative, advisory-style engagements with customers. That shift is paying off in the form of significantly higher customer satisfaction scores, improved trust and increased levels of brand loyalty.

More than one-third (36%) of buyers in the new-vehicle market say tariffs impacted their vehicle purchase process, with most of them buying sooner than they had planned, according to the J.D. Power 2025 U.S. Sales Satisfaction Index (SSI) Study,SM released today. Despite the market shifts, overall customer satisfaction with the vehicle purchase experience increases by 1 point this year to 802 (on a 1,000-point scale).

Consumers who purchase a mattress online spend an average of $984, which is $258 less than those who buy in-store, according to the J.D. Power 2025 U.S. Mattress Satisfaction Study,SM released today. This value for price paid is a key driver in overall satisfaction, with online shoppers reporting an overall score of 878 (on a 1,000-point scale), 9 points higher than retail store shoppers.

As the broader financial services industry is pushing to deliver more personalized, digital-first experiences, the annuities industry is struggling to keep pace. Modernizing engagement in this space could unlock significant growth and elevate the industry’s relevance in today’s client-centric landscape. According to the J.D. Power 2025 U.S. Individual Annuity Study,SM released today, overall customer satisfaction with individual annuities declined 6 points year over year (on a 1,000-point scale) driven primarily by frustrations among newer clients early in the relationship and challenges with digital channels.

Auto insurance rates have finally started to decline from the near-record highs of 2024, but customers are still feeling the sting of several years of sky-high insurance costs when it comes to their claims experience. According to the J.D. Power 2025 U.S. Auto Claims Satisfaction Study,SM released today, 26% of auto insurance customers now have deductibles of $1,000 or more, and 7% of auto insurance customers say they’ve avoided filing a claim for fear their rates could rise. As a result, overall satisfaction with the auto insurance claims process is largely flat at 700 (on a 1,000-point scale), rising just 3 points year over year.

Small business owners are feeling positive about their businesses and the broader economy, and that goodwill is showing up in steadily improving satisfaction with their primary banks, according to the J.D. Power 2025 U.S. Small Business Banking Satisfaction Study,SM released today. However, despite reaching a three-year high in small business banking customer satisfaction, concerns about having a manageable amount of debt have started to emerge for some small business owners. The proportion of small businesses who pay all their bills on time is down 2 percentage points in this year’s study, and just 35% of small business owners have an excellent credit score, the lowest level in four years.

J.D. Power:

Overall satisfaction among gas utility business customers averages 645 (on a 1,000-point scale), according to the J.D. Power 2025 U.S. Gas Utility Business Customer Satisfaction Study,℠ released today. However, satisfaction drops significantly when customers report “poor” or “just ok” experiences with safety and reliability. In contrast, when providers earn “perfect” or “excellent” ratings in those areas, overall satisfaction rises 135 points to 780. When safety and reliability are rated as “poor” or “just okay,” satisfaction falls to 231, 414 points below the average.

Residential wireless internet providers are growing more in popularity among new customers compared to wired internet providers, according to the J.D. Power 2025 U.S. Residential Internet Service Provider Study,SM released today. Specifically, wireless providers have seen a 15% increase in new sign-ups over the past six months, compared to 6% for wired providers. Overall satisfaction remains higher for wireless internet, at 647 (on a 1,000-point scale) versus 554 for wired.

Overall customer satisfaction with individual life insurance providers remains steady this year, but that apparent stability masks significant year-over-year swings in customer experience across individual brands. According to the J.D. Power 2025 U.S. Individual Life Insurance Study,SM released today, the customer satisfaction gap between the highest-performing and the lowest-performing life insurance providers is 118 points (on a 1,000-point scale), and 70% of insurers have experienced double-digit increases or decreases in customer satisfaction scores year over year. Much of that volatility can be attributed to differences in relationship management strategies and how life insurance policies are purchased.

What would you do with an extra seven minutes and 57 seconds tacked onto your next vacation or business trip? According to the J.D. Power 2025 North America Rental Car Satisfaction Study,SM released today, that’s the average amount of time rental car customers gain by skipping the airport car rental counter and going directly to the lot to fetch their vehicle. Despite the time savings and a better overall customer experience, however, 80% of airport rental car customers still visit the counter first.

Satisfaction among business wireless customers has improved notably in 2025, with the greatest improvement seen in the cost of service and offerings and promotions factors, according to the J.D. Power 2025 U.S. Business Wireless Satisfaction Study,SM released today. Specifically, the cost of service satisfaction increased 19 points (on a 1,000-point scale) from 686 to 705 and offerings and promotions increased by 17 points from 682 to 699.

Despite being responsible for more than 61% of all property and casualty (P&C) insurance policies written,1 independent insurance agents say they are not getting the support they need from their carriers. According to the J.D. Power 2025 U.S. Independent Agent Satisfaction Study,SM released today, just 56% of personal lines agents and 57% of commercial lines agents say their carriers are meeting their foundational needs. Even more concerning, 25% of personal lines agents and 22% of commercial lines agents perceive insurers do not value them as partners.

J.D. Power:

Refrigerators that suggest recipes, dryers that send a text when the load is finished and dishwashers that use artificial intelligence (AI) to optimize cycle adjustments are just a few examples of technology features that have now become commonplace in home appliances. According to the inaugural J.D. Power U.S. Appliance Reliability & Service Study,SM released today, these smart technologies, which make use of built-in Wi-Fi and Bluetooth capabilities to connect appliances and their users, are also contributing to widespread reliability issues. In fact, washers, dryers, dishwashers, refrigerators and cooking appliances (wall ovens, ranges and cooktops) with Wi-Fi and Bluetooth capabilities experience an average of 87 problems per 100 appliances (PP100), while those without any connectivity features experience an average of 63 PP100.

While tariffs have introduced greater volatility into new-vehicle shopping behavior, brands with strong reputations—such as Toyota and Honda—continue to retain loyal customers, according to the J.D. Power 2025 U.S. Automotive Brand Loyalty Study,SM released today. In the current competitive landscape, automakers that consistently deliver vehicles aligned with evolving customer expectations and needs are best positioned to maintain and grow their loyal base.

Many cable television subscribers remain with their providers due to barriers such as restrictive contracts, limited provider availability by location, and the complexity of switching, which is why subscribers stay despite lower satisfaction levels than live TV streaming, according to the J.D. Power 2025 U.S. Television Service Provider Satisfaction Study,SM released today. Specifically, Cable TV customers have a satisfaction score of 531 (on a 1,000-point scale), compared to live TV streamers at 630. Although live TV services show higher satisfaction scores, they also experience greater customer turnover.

More than 10 million1 passengers passed through Transportation Safety Administration (TSA) checkpoints at North American airports on Labor Day weekend this year, setting a new record for air travel passenger volume. Despite persistently crowded terminals, widespread flight delays and rising prices, overall satisfaction with North American airports is improving. According to the J.D. Power 2025 North America Airport Satisfaction Study,SM released today, overall passenger satisfaction scores are up 10 points (on a 1,000-point scale) this year, driven largely by improvements in food, beverage and retail and ease of travel through the airport.

Almost half (47%) of homeowners insurance customers in the United States have experienced a premium increase in the past year, the highest rate of insurer-initiated rate raises in more than a decade, according to the J.D. Power 2025 U.S. Home Insurance Study,SM released today. The phenomenon is even more pronounced among high lifetime-value customers,1 causing increased likelihood of customer defection and loss of critical long-term revenue streams.

According to the J.D. Power 2025 U.S. Multimedia Quality and Satisfaction Study℠ released today, vehicle multimedia-related issues have declined to 42.3 problems per 100 vehicles (PP100), down from 44.1 PP100 in 2024. However, infotainment continues to be a concern, with five of the top 10 most frequently cited issues by drivers involving multimedia systems. Notably, touchscreen and digital display problems increased year over year to 4.2 PP100 from 4.0 PP100.

There was a time not long ago when multifactor authentication processes and other digital security measures were dismissed as an annoyance by website and mobile app users. Now, enhanced security is one of the most critical pieces of the retirement plan digital experience. According to the J.D. Power 2025 U.S. Retirement Plan Digital Experience Study,SM released today, 62% of retirement plan website and app users say security is more important than convenience regarding their overall digital experience. Moreover, account security is now one of the biggest drivers of overall customer satisfaction with retirement account digital tools, alongside core usability and design features such as visual appeal, navigation and speed.

Rising operating costs are putting pressure on third-party hotel management companies as they work to deliver the experiences guests expect. According to the J.D. Power 2025 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, guest satisfaction declines significantly year over year in the areas of food and beverage quality and facilities maintenance as management companies contend with increasing operating costs.

J.D. Power:

During the past decade, J.D. Power has supported automakers in understanding user experiences across more than 100 new technologies, demonstrating a commitment to advancing automotive innovation through consumer insights. The J.D. Power 2025 U.S. Tech Experience Index (TXI) Study,SM released today, enhances these insights with the addition of a smart vehicle category that highlights the growing use of artificial intelligence (AI) in vehicles.

Amid rising premiums, customers of small commercial insurance agencies are more likely than they have been in years to defect to another insurer. According to the J.D. Power 2025 U.S. Small Commercial Insurance Study,SM released today, just 55% of customers say they “definitely will” renew with their current insurer, down 6 percentage points from a year ago.

The Medicare Advantage program has undergone significant policy changes during the past year, affecting deductibles, out-of-pocket costs, provider networks and prior authorization determinations. According to the J.D. Power 2025 U.S. Medicare Advantage Study,℠ released today, these changes have contributed to increased confusion, lower member satisfaction and a widespread lack of trust among Medicare Advantage plan members.

Seat quality worsened by 0.3 problems per 100 vehicles (PP100) from 2024, marking the first increase in the category’s share of all vehicle issues in nine years, according to the J.D. Power 2025 U.S. Seat Quality and Satisfaction Study,SM released today. The most frequently cited seat problems are seat range adjustment, headrest comfort and seat material scuff/soil, each increasing 0.1 PP100 from a year ago. Design-related issues such as these account for eight of the top 10 seat complaints.

Amid swirling economic headwinds, national banks remain significantly ahead of regional banks in satisfaction among auto dealers. According to the J.D. Power 2025 U.S. Dealer Financing Satisfaction Study,SM released today, national banks (780) have significantly outperformed regional banks (713) in overall satisfaction and dealer intent for a third consecutive year. While regional banks have narrowed the gap, they still trail national banks in all five of the metrics evaluated in the study, an indication that progress is not happening quickly enough to shift dealer preferences or behaviors.

Volatility in everything from financial markets to the prices of consumer goods has started to influence the way credit card customers use their cards. According to the J.D. Power 2025 U.S. Credit Card Satisfaction Study,SM released today, more than half (53%) of cardholders are currently carrying revolving debt and 56% are classified as financially unhealthy.1 While these percentages have risen and fallen during reporting waves of the 2025 study, the result is a bifurcation of credit card customer experience, with significantly higher levels of customer satisfaction among financially healthy customers than among those who are less financially resilient.

Despite continued uncertainty surrounding National Electric Vehicle Infrastructure (NEVI) funding, the electric vehicle (EV) public charging industry is showing strong signs of resilience and progress, according to the J.D. Power 2025 U.S. Electric Vehicle Experience (EVX) Public Charging Study,SM released today. Non-charging visits at public EV chargers (meaning an owner visited a charger but was unable to charge their vehicle) have hit their lowest level in four years, a clear indicator that reliability and customer experience are steadily improving. This milestone reflects the industry’s collective commitment to advancing public charging infrastructure even in the face of federal funding delays and shifting political landscapes.

Although overall satisfaction with window and patio doors remains flat from 2024, customer satisfaction with the delivery and installation process experienced a significant boost, according to the J.D. Power 2025 U.S. Windows and Patio Doors Satisfaction Study,SM released today. Specifically, delivery and installation increased 11 points (on a 1,000-point scale) to 749 from 738 in 2024.

J.D. Power today revealed the results of its inaugural U.S. Tax Preparation Satisfaction Study,SM which measures customer experiences with the largest tax do-it-yourself and assisted preparation brands in the United States. This year, overall satisfaction among tax filers lands at 705 (on a 1,000-point scale). The study finds that perceived value for price is the key differentiator between top- and bottom-performing brands.

J.D. Power today announced the results of the inaugural U.S. Wireless Carrier Satisfaction Study,SM a new syndicated benchmark study that examines customer experiences spanning products, customer service and network quality. Based on industry feedback, the study categorizes the wireless market by operator type—Mobile Network Operators (MNOs) and Mobile Virtual Network Operators (MVNOs)—and by the customer billing model, distinguishing between prepaid (customers pay in advance) and postpaid (customers are billed based on usage).

Just when it looked like electric utility efforts to eliminate greenhouse gas emissions, deliver 100% clean energy and support environmental initiatives were falling on deaf ears, it appears customers have started to listen. According to the J.D. Power 2025 Sustainability Index,SM released today, a steadily growing number of electric utility customers say they are aware of their provider’s carbon reduction, clean energy and environmental initiatives. While utilities still have a long way to go to reach a critical mass, recent increases in customer awareness show that many electric utilities are making significant progress.

As a steadily rising number of neighborhood drug stores close their doors, more customers are turning to mail order pharmacies, mass market merchandisers and supermarkets—and finding an improved customer experience along the way. According to the J.D. Power 2025 U.S. Pharmacy Study,SM released today, overall satisfaction with mail order pharmacies is rising steadily, with a 7-point increase (on a 1,000-point scale) in overall customer satisfaction this year. Meanwhile, chain drug stores have seen their overall satisfaction scores slide far below those of other brick-and-mortar pharmacies, such as those found in mass market retailers and supermarkets, pushing many chain drug store customers to consider switching providers.

New-vehicle owners today are more passionate about their vehicle than ever, according to the J.D. Power 2025 U.S. Automotive Performance, Execution and Layout (APEAL) Study,SM released today. Overall satisfaction is 851 (on a 1,000-point scale), an increase of 4 index points from a year ago and the highest level since the study was last redesigned in 2020.

With the average 30-year mortgage rate in the United States continuing to hover near recent highs of 6.8%,1 homeowners might be expected to feel some tension with their mortgage company. However, high rates alone do not explain why customer satisfaction scores for mortgage servicers are significantly lower—and declining—than they are for mortgage originators. According to the J.D. Power 2025 U.S. Mortgage Servicer Satisfaction Study,SM released today, customer satisfaction with mortgage servicers has plummeted in 2025, with an average satisfaction score that is now 131 points (on a 1,000-point scale) lower than the average score for mortgage originators. Increasingly, the difference between the two comes down to effective communication and customer service.

J.D. Power:

With the average monthly residential electric utility bill now reaching $190 (a 6% increase since 2024), and the average monthly residential gas bill reaching $113 (a 7% increase since 2024), utility customers are understandably concerned about affordability. Against that backdrop, utilities are struggling to build their reputations and brands with perceptions of affordability, energy-innovation leadership and community stewardship largely missing the mark.

Wireless network quality has improved across the board in 2025 as problems per 100 (PP100) cell phone interactions decreased to 8 PP100, the lowest point since the study redesign in 2018, according to the J.D. Power 2025 U.S. Wireless Network Quality Performance StudySM—Volume 2, released today. Additionally, the total time the average wireless customer spends on their phones in 48 hours has dropped six minutes to a total of seven hours and nine minutes.

Approximately one-third of digital experiences on vehicle manufacturer websites—32% among mass market brands and 38% among premium brands—fail to meet basic needs for speed and design. When these foundational elements are not met, overall satisfaction falls significantly compared with websites that fully deliver on them, according to the J.D. Power 2025 U.S. Manufacturer Website Evaluation StudySM—Summer, released today. Specifically, if a website meets expectations for foundational elements such as speed, consistent design, organized layout and a modern appearance, overall satisfaction is 752 (on a 1,000-point scale). If a website does not meet foundational expectations, satisfaction drops to 664.

With home appliances becoming more connected with increased technologies, customer concerns about durability, functionality and performance have increased, according to the J.D. Power 2025 U.S. Appliance Satisfaction Study,SM released today. Overall satisfaction has dropped 11 points (on a 1,000-point scale) to 699 from 710 in 2024. Additionally, durability satisfaction decreased 11 points to 695; features and settings satisfaction decreased 13 points to 668; and ease of use satisfaction decreased 9 points to 730.

The wealth management industry is on a collision course with a talent crisis. Just as growing numbers of self-directed investors are seeking the help of financial advisors, nearly half (46%) of those advisors say they are within 10 years of retirement. In fact, more than one-fourth (26%) of current advisors are already 65 or older. According to the J.D. Power 2025 U.S. Financial Advisor Satisfaction Study,SM released today, the keys to attracting and retaining the younger advisors and career switchers who will carry the industry forward will be strategic investments in technology and brand-building.

Although the average daily rate (ADR) for a U.S. hotel room climbed to a record high of $158.671 in 2024, hotel guests in every segment from economy to luxury feel they are getting better value for their travel dollar. According to the J.D. Power 2025 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, key drivers of that improved perception of value are higher satisfaction with guest rooms, including condition, cleanliness and room amenities such as in-room smart TVs.

Cost of service and performance and reliability satisfaction of business internet service has boosted overall satisfaction, according to the J.D. Power 2025 U.S. Business Internet Satisfaction Study,SM released today. Overall satisfaction increased 12 points to 707 (on a 1,000-point scale) as cost of service increased 16 points and performance and reliability increased 15 points.

J.D. Power, a global leader in data and analytics, today announced a collaboration with Snowflake, the data and artificial intelligence (AI) company, to bring its industry-leading customer behavior datasets to the Snowflake Marketplace.

Despite the growing complexity of today’s new vehicles, the number of problems cited by owners in the first 90 days of ownership has improved slightly, according to the J.D. Power 2025 U.S. Initial Quality Study (IQS),SM released today. Overall, problems per 100 vehicles (PP100) have improved to 192 PP100 from 194 PP100 a year ago. Premium brands have improved 27 PP100 to 203 PP100 from 230 PP100 in 2024, largely driven by Tesla, while problems among mass market brands have increased to 187 PP100 from 181 PP100 in 2024. A lower score reflects higher vehicle quality.

J.D. Power:

The nation’s auto insurers have returned to profitability for the first time in years and that has them shifting gears from a focus on raising rates and exiting unprofitable markets to shoring up relationships with their highest-value customers. According to the J.D. Power 2025 U.S. Auto Insurance Study,SM released today, insurers will have their work cut out for them as they confront a marketplace in which 38% of customers are currently not very satisfied.

As the electric vehicle (EV) market matures, companion mobile apps have become a critical part of the ownership experience. From unlocking the vehicle to remotely managing charging and climate, EV apps now serve as an extension of the vehicle itself. According to the J.D. Power 2025 U.S. OEM EV App ReportSM released today, EV app usage continues to climb, though satisfaction is still held back by connectivity issues, remote command speed and inconsistent feature performance. These usability gaps contrast sharply with rising expectations, as more EV owners are expecting quick and integrated app functionality each time they drive.

As mobile apps and websites have increasingly become the primary customer touch point for the nation’s bank and credit card brands, it’s getting harder to tell them apart from one another, given the similarity in core capabilities. According to a series of recent studies of bank and credit card mobile app and online users, released today by J.D. Power, the gap between best-performing and lowest-performing apps and websites has shrunk to its lowest level to date, providing customers a highly consistent but unmemorable digital experience from one brand to the next.

More U.S. retail bank customers than ever are having trouble paying their bills on time, are unable to cover six months or more of living expenses and are experiencing deteriorating credit, with 43% now falling into the financially vulnerable category,1 up from 27% five years ago. Against this backdrop of deteriorating financial health, the J.D. Power 2025 U.S. Retail Banking Advice Satisfaction Study,SM released today, finds customer interest in receiving advice and guidance from their retail bank is on the rise.

A new class of health plan leaders is emerging, distinguished by their ability to deliver clear communication, digital convenience and meaningful member support, according to the J.D. Power 2025 U.S. Commercial Member Health Plan Study,℠ released today.

J.D. Power:

J.D. Power today announced that Joshua Peirez will assume the role of President and CEO of J.D. Power, guiding the company in its next phase of growth as a global data, analytics and software leader. Dave Habiger, who has served as J.D. Power President and CEO since 2018, has been appointed Vice Chairman and will assist Peirez through the transition.

In a volatile economic environment in which customer satisfaction with most lending products such as mortgages and automotive loans is surging, overall customer satisfaction with personal loans is largely flat. According to the J.D. Power 2025 U.S. Consumer Lending Satisfaction Study,SM released today, this stagnant performance highlights the industry’s failure to move beyond basic transactions to address the unique and changing needs of today’s personal loan customers—many of whom have seen their financial health deteriorate considerably during the past year.1

Despite a cloud of uncertainty around future EV interest and potential economic headwinds hanging over the automotive industry, consumer demand for electric vehicles (EVs) has remained stable, according to the J.D. Power 2025 U.S. Electric Vehicle Consideration (EVC) Study,SM released today. The study reveals that 24% of vehicle shoppers say they are “very likely” to consider purchasing an EV and 35% say they are “somewhat likely,” both of which remain unchanged from a year ago.

More than half (57%) of auto insurance customers have actively shopped for a new policy in the past year, the highest shopping rate ever recorded by J.D. Power, and that’s putting more pressure than ever on digital channels, which have become the primary tool through which customers purchase insurance. According to the J.D. Power 2025 U.S. Insurance Digital Experience Study,SM released today, 47% of auto insurance shoppers now purchase their policies through digital channels, but the experiences they are having on those websites and apps is notably uneven from one insurer to the next.

Nearly two-thirds (64%) of home improvement retailer shoppers say they would definitely shop at their store again, an increase of 9 percentage points from 2024, according to the J.D. Power 2025 U.S. Home Improvement Retailer Satisfaction Study,SM released today. This increase is due to the proactivity of employees, as they are taking more initiative to keep the stores clean, greeting and assisting customers, as well as an increase in customers shopping on the retailer website before visiting the store.

The average water bill for a typical household in the United States has risen sharply from $95 in 2024 to $101 per month in 2025. According to the J.D. Power 2025 U.S. Water Utility Residential Customer Satisfaction Study,SM released today, the increase in price has caused equal and opposite movements in customer satisfaction with the price paid to their local water utilities.

Is this the end of the “revenge travel” era? With domestic air passenger volume down through the first quarter of 2025,1 consumer confidence is sinking to its lowest level since the pandemic2 and with airlines introducing new fees on everything from baggage to seat selection, North American air travel is going through some changes. According to the J.D. Power 2025 North America Airline Satisfaction Study,SM released today, airlines are heading into this new era from a position of relative strength, with overall passenger satisfaction up 6 points (on a 1,000-point scale) from 2024.

Despite not having branches and interacting with customers primarily through digital channels, direct banks are outperforming traditional retail banks, along with making customers feel supported during challenging times. According to the J.D. Power 2025 U.S. Direct Banking Satisfaction Study,SM released today, overall customer satisfaction with direct bank checking accounts is 692 (on a 1,000-point scale), which is 24 points higher than the average regional bank and 35 points higher than national banks. Savings account satisfaction is even higher (705), which is 89 points higher than regional banks and 98 points higher than national banks.

The rate at which auto insurance premiums increased in 2024 declined to less than 2% at year-end from 13% at the beginning of the year. But, even as auto insurance customers in the United States have gained some pricing relief, the percentage of customers shopping for insurance year over year jumped to 57% from 49%, according to the J.D. Power 2025 U.S. Insurance Shopping Study,SM released today.

Satisfaction continues to improve across all three segments examined in the J.D. Power 2025 U.S. Aftermarket Service Index (ASI) Study,SM released today. Tire replacement sees the greatest improvement (+19 points on a 1,000-point scale), followed by quick oil change (+17) and full-service maintenance and repair (+15). Improved service completion time and greater perceived fairness of charges are key factors driving the boosts in satisfaction.

J.D. Power:

Health insurance members across both commercial and Medicare Advantage plans are increasingly using their health plan’s websites and mobile apps as their primary conduits of communication, but the quality of these digital experiences is lagging far behind what they have come to expect from other industries they interact with digitally such as financial services, property and casualty insurance, and automotive finance. According to the J.D. Power 2025 U.S. Healthcare Digital Experience Study,SM released today, the websites and digital apps provided by commercial member health plans and Medicare Advantage plans are routinely missing the mark on ease of navigation, ability to review coverage and several other basics of the digital experience.

Better interest rates and lower fees offered by credit unions have been a winning combination to earn consistently high satisfaction scores during periods of economic uncertainty. According to the J.D. Power 2025 U.S. Credit Union Satisfaction Study,SM released today, overall satisfaction among credit union members remains unchanged from 2024 at 729 (on a 1,000-point scale). However, satisfaction by age group has changed year over year. Among members under age 40 satisfaction has declined 4 points and is 16 points lower compared with those age 40 and older. For most credit unions, digital interactions and overdraft fees create some challenges, particularly for younger members and those with lower levels of financial health.1

In an uncertain economic environment in which overall consumer financial health,1 total deposits, annual household income and total investments are declining, retail bank customer satisfaction is on the rise. According to the J.D. Power 2025 U.S. Retail Banking Satisfaction Study,SM released today, this counterintuitive improvement in bank customer satisfaction is the direct result of concerted bank efforts to build more personalized, engaged relationships that empower their customers to better manage their finances.

J.D. Power:

Overall satisfaction with paint retailers has declined 7 points to 697 (on a 1,000-point scale) from a year ago, according to the J.D. Power 2025 U.S. Paint Satisfaction Study,SM released today. Shoppers experiencing increased problems when using digital tools to purchase is the biggest contributor to the drop in overall satisfaction.

Amid growing uncertainty surrounding the expansion of public charging infrastructure, home charging continues to be a boon for electric vehicle (EV)1 owners, despite declines in satisfaction among owners of both Level 22 charging segments, according to the J.D. Power 2025 U.S. Electric Vehicle Experience (EVX) Home Charging Study,℠ released today. Overall satisfaction among owners of Level 2 portable charging stations is 714 (on a 1,000-point scale) and 733 for Level 2 permanently mounted home chargers, 21 and 11 points lower, respectively, than a year ago. Owner satisfaction with Level 1 portable chargers remains constant at 581.

Tire traction and handling satisfaction declines seven points to 803 (on a 1,000-point scale) from 2024, the biggest year-over-year decline of any factor, according to the J.D. Power 2025 U.S. Original Equipment Tire Customer Satisfaction Study,℠ released today. Vehicle owners who say they had one problem with tire traction and handling have a loyalty rate that is 19 percentage points lower (39%) than the loyalty rate of those who didn’t have a traction or handling problem (58%). After the first two years of ownership, overall satisfaction for tires declines to 790 from 796.