Industry Benchmarking Studies

J.D. Power Asia Pacific provides independent research regarding customers’ brand perceptions, attitudes, behaviors, and satisfaction.

J.D. Power Asia Pacific customer satisfaction survey results are regarded as industry benchmarks. Clients rely on the syndicated studies to gauge industry norms, evaluate market performance, and benchmark against competitors.

J.D. Power Asia Pacific conducts the following automotive syndicated studies:

Product

Things gone right—Automotive Performance, Execution and Layout Study (APEAL)

The J.D. Power APEAL has become a benchmark for measuring the appeal of new vehicles. The study's unique approach measures how much customers like or dislike virtually every aspect of their new vehicle. Containing 10 categories and 82 attributes covering powertrain, exterior design etc., the APEAL study transfers the customer's experience and perception into a very powerful and useful analytical tool.

Things gone wrong—Initial Quality Study (IQS)

The study provides a measurement of “Voice of Customer” during the first 2-6 months of ownership to identify those problems that vehicle owners encounter in this initial ownership period. The study addresses issues of build quality and design quality by make, model, and vehicle segment. IQS provides information on issues such as: Which new vehicles provide the most trouble-free experience? What type of problems are experienced by customers? How vehicle problems influence customer satisfaction and advocacy?

Long-term quality performance—Vehicle Dependability Study (VDS)

The study, which focuses on problems experienced in the last 6 months of 37-48 months old vehicles, ranks vehicles in segments and examines eight categories: Exterior, Driving Experience, Features/ Controls/ Displays, Audio/ Entertainment/ Navigation, Seats, HVAC, Interior, and Engine/ Transmission. Overall dependability is based on the number of problems reported per 100 vehicles (PP100), with lower scores indicating a lower rate of problem incidence and higher long-term vehicle quality.

Tire performance—New Vehicle Tire Satisfaction Index Study (NV-TSI)

New vehicle tire study provides a measurement of “Voice of Customer” during the first 12-24 months of ownership to identify those problems that vehicle owners encounter regarding their new vehicle tires.  This study aims to discover the quality related problems regarding new vehicle tire. Meanwhile, the study's approach measures how much customers like or dislike virtually every aspect of their new vehicle tires. The approach matrix is containing 5 factors and 15 attributes covering tire ride, handling, traction etc., hence this study identifies the customer satisfaction also with customer perception on tire products.  

Retail

After-sales service performance—Customer Service Index Study (CSI)

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. The objective of the study is to measure retail performance pertaining to after-sales service. The study analyzes the processes that define the dealer experience and looks at convenience items such as days/ hours of operation, service location, and ease of scheduling an appointment.

Sales service performance—Sales Satisfaction Index Study (SSI)

The study offers a complete perspective on sales and delivery process, analyzing customers' satisfaction with the pre-sales, sales, and delivery experience. SSI focuses on what is important to today’s new vehicle owners—process/ transaction related factors, the customer’s interaction with the salesperson, and the delivery process—and highlights what contributes most to customers’ satisfaction with the dealer/ retailer. Customers are surveyed at 2 to 6 months of ownership.

Service loyalty—Service Loyalty Study (SLS)

The study measures loyalty toward the authorized dealership (or other non-authorized dealerships / maintenance shops) among 37 to 48 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 satisfaction of dealership to OEMs—Dealer Attitude Study (DAS)

The Study examines 4S dealers’ satisfaction with the nameplates and opinions & attitudes regarding a variety of issues relevant to the automotive industry and the retail distribution system. Dealers see radical change all around them in the marketplace and are looking to manufacturers for support and direction. The Dealer Attitude Study supplies the information needed to address these issues. Dealer principal evaluations form the basis of this annual study. The study profiles 4S dealerships, examines issues of importance to manufacturers and dealers, and measures dealer satisfaction with the nameplates they carry.

Marketing

Media behavior and lifestyle of target groups— Auto Media Study (AMS)

The J.D. Power Asia Pacific Auto Media StudySM (AMS) provides a comprehensive strategic perspective of the media preferences of 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.

Brand website performance—Brand Website Evaluation Study (BWES)

The J.D. Power Brand Website Evaluation Study (BWES) is designed to provide services to fully evaluate the effectiveness of auto brand websites on the basis of Voice of Consumers by:

Measuring the usefulness of auto brand websites in terms of meeting the needs of consumers shopping for a new vehicle. Help auto brand website developers determine best practices used by auto brand websites. Quantify the relationship between site usefulness and a site’s ability to drive traffic to the showroom

Intender needs—New Vehicle Intenders Study (NVIS)

The study provides insights into new vehicle purchase intenders’ awareness, perceptions and detailed purchase considerations regarding brands and models offered. It identifies clues and opportunities to strengthen the brand influence and delivers actionable insights that can help OEMs and dealers successfully attract more purchasers to their brands and models. This study utilizes demographic segmentation to optimize interventions for specific consumer target groups.

Brand competitiveness information—Brand Competitiveness Index Report (BCI)

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.