For more than four decades, J.D. Power & Associates has conducted quality and customer satisfaction benchmarking research based on survey responses from millions of consumers worldwide. The company represents the Voice of the Customer by translating survey responses from consumers and businesses into studies and reports that help organizations worldwide improve their customer satisfaction. In fact, J.D. Power has developed and maintains one of the largest, most comprehensive historical customer satisfaction databases in existence, which includes consumer feedback on the shopping, buying, and ownership experiences for a variety of products and services.
The company’s benchmarking studies include an industry-wide assessment of products and services, as well as rankings that reflect the opinions of customers. Comprehensive marketing information and analysis helps organizations better understand their strengths and weaknesses from a customer viewpoint and ultimately to make a greater impact in the marketplace. Press releases are used to publicly announce research highlights.
J.D. Power does not conduct any testing of products or services—the research is based solely on responses from millions of consumers and businesses worldwide. With the data consumers provide, J.D. Power uses statistical techniques to determine the relative importance of the factors that comprise overall satisfaction. In addition, each factor is comprised of numerous attributes that provide additional diagnostic capability. The results of this research provide insight for organizations around the world that endeavor to satisfy today’s informed consumers.
J.D. Power Asia Pacific conducts the following benchmarking research studies in China:
The annual industry-wide China CSI study has been conducted independently by J.D. Power Asia Pacific since 2001 to measure customer satisfaction with maintenance and repair service at authorized dealerships. Redesign in 2009, the study is conducted among customers who have owned their new vehicle for 12 to 24 months and focuses on the dealer service experience; what matters most to customers when they take their vehicles in for service at an authorized service center. The study analyzes the processes that define the dealer service experience. Overall customer satisfaction is measured by dealer performance attributes, which are grouped into five factors: service initiation; service advisor; service facility; vehicle pick-up; and service quality. A higher CSI score indicates greater customer satisfaction with the maintenance and repair experience at authorized dealerships.
The annual China SSI Study, conducted independently by J.D. Power Asia Pacific since 2000, measures customer satisfaction with the new-vehicle purchase experience in the China market. Redesigned in 2008, the index scores are based on customer experiences in seven factor areas, which are weighted to reflect what is most important to China’s passenger-vehicle owners. They are (in order of importance): delivery process; delivery timing; dealer facility; salesperson; deal; paperwork; and sales initiation. SSI performance is reported as an index score based on a 1,000-point scale. A higher SSI score indicates a more satisfying sales process experience.
The annual study captures problems experienced by new-vehicle owners within the first two to six months of ownership. Vehicle problems are examined in two distinct categories—quality of design and quality of production (defects and malfunctions)—and across eight factors: vehicle exterior; driving experience; features, controls and displays; audio, entertainment and navigation; seats; heating, ventilation and cooling (HVAC); vehicle interior; and engine and transmission. Overall performance is determined by problems experienced per 100 vehicles (PP100), with lower scores indicating a lower rate of problem incidences and higher quality.
The annual APEAL Study is a consumer-reported measure of what excites and delights owners about their new vehicle’s performance and design during the first two to six months of ownership. Redesigned in 2007, the study is comprised of nearly 100 attributes covering 10 vehicle categories: vehicle exterior; vehicle interior; storage and space; audio/entertainment/navigation; seats; HVAC; driving dynamics; engine/transmission; visibility and driving safety; and fuel economy.
The J.D. Power Asia Pacific Auto Media StudySM (AMS) provides a comprehensive strategic perspective of the media preferences and purchase factors influencing new-vehicle buyers. Automotive manufacturers and advertising agencies may improve ROI on media investment by using the information contained in this study on attitudinal, recreational, and media consumption behaviors of recent new-vehicle buyers to develop targeted marketing initiatives.
China New Vehicle Intender Study was launched independently by J.D. Power Asia Pacific in 2009. The study offers insight about brands and OEMs in the market place among on-line consumers who intend to buy a vehicle in the next 12 months. NVIS aims to identify factors that can assess brand image and/ or make a brand more attractive to customers. NVIS also studies actual vehicle cross-shopping behavior and utilizes psychographic and demographic segmentation to optimize interventions for specific consumer target groups.
The China Dealer Attitude Study (DAS) profiles new-car dealerships. The study was launched independently by J.D. Power Asia Pacific in 2009. Evaluations of dealer-principals form the basis of this annual study, which examines 4S dealers’ attitudes regarding a variety of issues relevant to the automotive industry and the retail distribution system, and issues of importance to manufacturers and dealers. As dealers have to work within a dynamic marketplace, they look to their manufacturers for support and direction. DAS therefore supplies the information needed to address these issues. The study measures dealer satisfaction with the nameplates that they carry.
VDS evaluates quality (dependability) of vehicles between 13 to 36 months of ownership based on vehicle problems experienced since ownership. Similar to the IQS, performance is summarized with a problems-per-100 vehicles (PP100) designation. The study monitors the number and type of problems owners have with their vehicles and covers specific problems across different problem categories. The VDS provides insight into the influence of problems on the owners’ overall satisfaction with the vehicle and the problems most bothersome to owners.
The study measures loyalty toward the authorized dealership (or other non-authorized dealerships / maintenance shops) among 13 to 36 months or 24 to 36 months new vehicle owners, based on their service experiences in the past 12 months. The study provides essentials insights about vehicle owners’ satisfaction, recommendation and loyalty toward the dealership. The objective of the study is to understand the factors triggering vehicle owners’ patronizing of the purchased dealership for after services, and to forecast their re-purchase behavior in the future.
The study provides a Voice of Customer measure during the first 12-24 months of ownership to identify the problems vehicle owners encounter regarding their OE tires. This study identifies quality-related problems and measures how much customers like or dislike virtually every aspect of their OE tires, which is measured in five factors and 15 attributes covering tire ride, handling, and traction, among others.
The study examines the features and content of OEM-hosted websites that vehicle shoppers find useful and engaging when shopping online for a new vehicle. The study helps direct improvements to manufacturers’ websites that ultimately drive traffic to dealerships and to increase the likelihood of sales.
Brand Competitiveness Index Report provides OEM a dashboard to understand its competitiveness status and priorities to improve market share in the long term. The report focuses on how customers are impacted by OEM’s Awareness, Favorability, Affordability and Availability. Also, it tells how each business function of the OEM contributes to above factors. These business functions include Product, Planning, Marketing, Sales, Service and Network. The report integrates part of the insights from syndicate studies of NVIS, IQS, APEAL,VDS, SSI, CSI.
The J.D. Power Asia Pacific China Retail Banking Satisfaction Study is designed to measures the key drivers of customer satisfaction and their impact on customer loyalty and advocacy, as well as provides performance improvement metrics and best practices. Study findings may help banks to define how to maximize the financial returns of customer satisfaction while keeping investments efficient. The main takeaway of these findings is nevertheless straight forward: high customer satisfaction leads to high customer loyalty, advocacy, retention, and eventually high net acquisition– all elements that directly benefit banks bottom-line performances.
The J.D. Power Asia Pacific China Retail Banking Satisfaction StudySM is designed to measures the key drivers of customer satisfaction and their impact on customer loyalty and advocacy, as well as provides performance improvement metrics and best practices.
Study findings may help banks to define how to maximize the financial returns of customer satisfaction while keeping investments efficient.
The main takeaway of these findings is nevertheless straight forward: high customer satisfaction leads to high customer loyalty, advocacy, retention, and eventually high net acquisition– all elements that directly benefit banks bottom-line performances.
Many of the company's studies and reports are available to clients through the secure client portal on the J.D. Power Business Center. This online method of delivery allows easy navigation through data and reports that provide a number of features and benefits, including:
- Single log-in for easy accessibility 24/7
- User-defined layout, including breadcrumb navigation for ease of use
- Detailed data and robust tools, including dynamic rank charts, giving
- users the ability to conduct comparisons to competitors or the industry and down to the details of performance
- Gap-point analysis that graphically displays the gaps on key driver performance between any two providers profiled in the study
- Ability to capture analyses for download into common applications (Excel and PowerPoint)
- A variety of reports (in PDF format for easy printing and saving) presenting key findings, industry trends, and connections
- Access to a complete online data set that includes all information collected in the survey