J.D. Power Asia Pacific provides custom proprietary research services tracking, and retailer tracking. The company’s expertise focuses on customer satisfaction with product quality, as well as the sales and service experiences.
J.D. Power’s programs provide manufacturers and service providers with continuous performance monitoring to provide field- and retailer-level analyses. Manufacturers can utilize weekly, monthly, or quarterly information on demand, via a customized extranet or web portal, to identify problems and weaknesses, implement process improvement programs, and measure the rate of customer satisfaction improvement.
J.D. Power Asia Pacific provides the following propriety research services:
Brand Health Study
The target of this study is to measure the comprehensive competitiveness of various vehicle brands in the market based on the index system of Brand Health. The aim of system is to detect the brand asset, brand price and other parameters; monitor overall competitiveness and health condition of brand; find deficiencies and shortcomings of brand in terms of key factors and branding funnel; recognize strength and weakness of own brand compared with competitors and understand key factors of driving brand preferences. The system can be used to formulate best brand and competitive strategy for auto manufacturer and effectively improve brand performance in the market.
Consumer U & A Study
The target of Consumer U&A Study is to describe the characteristic and behavior of targeted vehicle buyers based on the measurement of use behavior, product evaluation and expectation, crossover purchasing consideration, media contact, marketing events and lifestyle and interest. It helps manufacturers’ segment market and positioning reasonably. According to characteristics of demand of targeted market, it sets out specific marketing program and provides instructive basis for decomposition, integration and decision-making of marketing events so as to achieve ‘precise’ marketing.
Sales Rejecter Study
The target of Sales Rejecter Study is to improve dealers’ business performance through bringing up close-rate, it’s a quantitative tool. It helps dealers and OEMs understand the relationship between close-rate and customers’ needs, to have insight of how many customers reject your brand/product, where they go, why they left, and who are they. It make dealers be able to identify high potential customers, refine the best practice in sales activities, make up the shortcoming, enhance ability in competition, so as to hit the target of expending revenue.
Initial Quality Tracking Study
Based on China IQS syndicated study, customized IQS follow-up continuously monitors initial quality according to OEM’s requirements. OEM collect qualified respondents’ complaint about the quality issues through online questionnaire platform. According to the results of tracking research, OEM constantly optimize the product quality in order to achieve advanced improvement of product quality management.
Based on China IQS syndicated study, IQS follow-up provides OEM a face-to-face interview and test drive concerning initial quality. OEM realize the detailed description of quality issues through direct communication with interviewed respondents. OEM can also inspect the vehicle by using cameras and other professional tools to get first-hand detailed quality information. Finally, the study will help OEM improve the product quality management.
Vehicle Dependability Tracking Study
The customized study is based on China VDS syndicated study, which continuously monitors vehicle durability according to OEM’s requirement. The study detects quality issues happened in last 6 months from the customer who has owned the vehicle for 37 to 48 months, and then traces actual feedback in the mid-and-long term of vehicle’s lifecycle. According to the results of tracking research, the study constantly optimizes product quality management system and improves the product quality.
Based on China APEAL syndicated study, APEAL tracking realizes customers’ feeling to the product’s charm and satisfaction through online research. OEM can understand qualified owners’ expectation of the vehicle design and performance through online questionnaire platform. According to the results of tracking research, OEM can find differences between the concept of design and market requirement so as to improve the design and satisfy the requirement.
Based on China APEAL syndicated study, APEAL follow-up provides OEM with face-to-face interviews to realize the issues of vehicle design and parameters from the customers. OEM can understand owners’ expectation of vehicle design and performance through direct communication with respondents. OEM can also get the first-hand customer preference information and find differences between the concept of design and market requirement so as to improve the design and satisfy the requirement.
The customized tracking study is based on SSI/CSI syndicated study concerning customer satisfaction. Owners provide comprehensive evaluation of the service process in terms of their sales/aftersales experience. The research can collect data by interviewing the owner through calling center or answering online questionnaire. According to the monthly/quarterly performance of CSI, OEM can constantly track dealer's actual service performance to find shortcomings, investigate the trends, and then adjust the service strategy so as to improve the service.
CS Benchmark Study
The study is based on CSI/SSI syndicated study, which is regarded as a mini syndicated study because its same study model as syndicated study. The study recognizes the position of its own brand compared with competitive brands, sales of best brands and CSI by benchmarking. The study can also find the weakness of the service and learn the service differentiation experience of its own brand compared with competitive brands and best brands so as to find the field where needs further improvement.
CS Mystery Shopping Study
CS Mystery Shopping Study is a tool which combines quantitative and qualitative analysis to measure dealer’s working quality of CS. It helps dealers and OEMs understand their performance of service process and standard and their influence on the customers’ evaluation. Meanwhile, it also helps listen to the voices from service team and then find difficulties and barriers they met in the service process. The study helps dealers and OEMs realize the issue of their performance and its root cause and then work out specific solutions according to the results of the research so as to improve the CSI at equivalent level.
CS On-site Auditing
Based on J.D.Power SSI/CSI study and OEM DOS standard, this study provides a comprehensive system to monitor dealer performance with the introduction of managerial tools/document auditing. OEM can trace dealer sales/aftersales performance and diagnose the weakness in dealer operation and DOS execution. Thus helping dealer to make up a targeted plan to improve customer satisfaction eventually.
Service Defector Study
The objective of Service Defector Study is to improve dealers’ performance through increasing return-rate. It’s a quantitative tool which helps dealers and OEMs understand the relationship between customer defection rate and customer demand and have an insight into the proportion of customer defection, where they go, why they leave, and their characteristics. It also helps dealers identify risky customers, refine the successful experience which delights customers from aftersales activities, make up the shortcomings and then improve aftersales competitiveness so as to increase the revenue.
Service Competition Deep Analysis
The study is an in-depth qualitative analysis of CSI/SSI. The study recurs real cases through focus group discussion (FGD) and in-depth interview. The objective is to understand the current service situation of own brand and competitive brand, excavate the reasons of satisfaction/dissatisfaction about sales/aftersales service, identify delight points and best practice in sales/aftersales service, explore customer’s expectation and suggestion of sales/aftersales service and then direct to the service improvement. The study can combine quantitative study to provide comprehensive and in-depth information and analysis.