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Industry Benchmarking Studies

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The key indicators, drivers, and comparisons of how companies perform relative to their competitors. Only J.D. Power delivers the actionable insights across industries that help businesses improve quality, engagement, and growth.

Product and Quality

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?

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 79 attributes covering powertrain, exterior design etc., the APEAL study transfers the customer's experience and perception into a very powerful and useful analytical tool.

Vehicle Dependability Study (VDS)

The study, which focuses on problems experienced in the last 6 months of 13-48 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. Starting from 2017, J.D. Power’ will be transitioning the VDS study onto the new VDS5 survey platform. The new survey platform consists of more diagnostic questions and data to assist car manufactures in obtaining more accurate data that provides deeper insights and in turn, allow the conduct of better product quality improvement plans.

New Energy Vehicle Experience Index Study (NEVXI)

The study, which focuses on problems experienced in the last 12 months of 13-48 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. Starting from 2017, J.D. Power’ will be transitioning the VDS study onto the new VDS5 survey platform. The new survey platform consists of more diagnostic questions and data to assist car manufactures in obtaining more accurate data that provides deeper insights and in turn, allow the conduct of better product quality improvement plans.

New Vehicle Tire Satisfaction Index Study (NV-TSI)

New vehicle tire study provides a measurement of “Voice of Customer” during the first 13-30 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 4 factors and 13 attributes covering tire ride, handling, traction etc., hence this study identifies the customer satisfaction also with customer perception on tire products.  

Customer Experience

Sales Satisfaction Index Study (SSI)

The study offers a complete perspective on sales and delivery process, analyzing customer 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. In the model calculation, in addition to the vehicle owners of its own brand, we will also examine new-vehicle buyers’ satisfaction with the makes and dealerships they shopped but ultimately rejected and purchased another brand. From 2017, the index model will also include the section relating to new customers’ online experience for a brand.

Customer Service Index Study (CSI)

The study is conducted among customers who have owned their new vehicle for 13 to 48 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.

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.

Media & Marketing

New Vehicle Intender 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.

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 Intenders. 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.