Customized improvement of retailer performance are conducted using customer-centric evaluation instruments. Services include evaluation mystery shops, standards and performance audits, and a variety of self-assessment tools.
J.D. Power Asia Pacific provides clients with the insight and business tools to ensure that strategies, business practices, and performance improvement initiatives are aligned with customer expectations. J.D. Power also provides leadership training, management workshops, and field staff training to help clients align with customer-centric principles. Performance Improvement training services include Web-based instructions, classroom training, and in-dealership modules and tools. J.D. Power has conducted in-dealership management and staff one-on-one advisement in more than 400 dealerships in China, which have produced positive results.
J.D. Power Asia Pacific solutions and products include a number of services, from retail excellence process redesign and performance assessment to improvement in training and coaching activities. Clients and retailers not only are able to obtain the tools and techniques to improve business performance and increase sales and service efficiency, but also may display their competitive advantage to consumers through the J.D. Power Asia Pacific Dealer of Excellence program. The Retailer Improvement solutions address:
It can be a challenging task to maintain high customer satisfaction and successfully differentiate your retail operation in a highly competitive market environment. J.D. Power Asia Pacific has identified a set of key dealership Sales and Service Standards. These standards represent the activities and experiences that top-echelon dealers provide to their customers to ensure a truly outstanding experience. The standards complement and enhance sales and service satisfaction measurements. J.D. Power now offers a unique recognition program to automotive retailers: J.D. Power Asia Pacific Dealer of Excellence. To qualify, dealers must meet the following criteria:
• Maintain high sales and service satisfaction scores in retail operation research conducted by J.D. Power Asia Pacific for manufacturers
• Demonstrate that they have implemented and are complying with the Sales and Service Standards developed by J.D. Power Asia Pacific
For many years, automotive manufacturers have looked to J.D. Power to better understand how consumer and customer expectations and perceptions may help increase sales and demonstrate a commitment to building quality vehicles. J.D. Power Asia Pacific Performance Improvement Services examine key factors that influence perceptions of quality and customer satisfaction in China. Improvement solutions focus on research-based measurements that may help determine better product strategies, isolate the root cause of problems and provide specific improvement solutions that may enhance business results. J.D. Power Asia Pacific solutions in retail excellence programs and product/manufacturing improvements enable clients to implement the Voice of the Customer in their product development and retail service experiences to achieve business success.
J.D. Power Asia Pacific Product Improvement solutions align the product/process improvement plan with key factors that affect customer satisfaction. J.D. Power delivers consulting and training services to help clients develop, optimize and execute plans to increase customer satisfaction and improve business results.
J.D. Power Asia Pacific Product Improvement solutions address core issues such as:
Conduct vehicle evaluations based on the Voice of the Customer. Quality problems are identified from a customer point of view, not only by focusing on hard quality issues and defects, but also on perceptual quality factors, both of which lead to complaints that impact overall vehicle quality perceptions
Define unique selling propositions vs. the competition to direct the development of successful marketing materials (strengths and weaknesses)
- Identify the features that customers identify as “difficult to use,” which may be reduced or eliminated through dealers’ efforts to optimize feature introduction during the shopping and delivery processes.
Identify/ improve plant capability for high-quality launch/production
Provide rapid and concise evaluation of in-plant quality systems as they relate to preventing, detecting, prioritizing, and resolving problems from the perspective of the customer
- Provide definition and understanding of where gaps exist with in-plant quality systems (identifying and resolving customer-defined problems) and taking appropriate steps to close those gaps
- Improve the product positioning, definition, targets, execution, and overall alignment to customer expectations
Enhance processes used to identify and integrate the Voice of the Customer into the product development
- Enable better utilization of Voice of the Customer information in quality gate and milestone reviews
Improve the use of the Voice of the Customer information in target-setting/trade-off decisions