KEY STRENGTHS

About the Firm | Message from the Founder | Services | Key Strengths

Today, it is not enough to know who your customers are—you must know them well.

• Is your company measuring up to customer expectations?
• Do you know what excites and delights your customers?
• Do you understand what your customers think about your company?

J.D. Power and Associates provides insights that go beyond research. For more than three decades, the firm has been interacting with consumers around the world to gain a better understanding of these issues.

One of the largest and most sophisticated consumer behavior databases in existence.

J.D. Power and Associates’ proprietary databases contain the opinions, perceptions, and expectations of millions of consumers and business customers around the world.

Because loyal customers are one of the most valuable assets that any organization can have, understanding the factors that motivate them is essential to business success.

J.D. Power and Associates provides access to behavioral and demographic data that is critical to understanding customer opinion, product and service quality, customer satisfaction, and brand loyalty.

Expertise in quality and customer satisfaction measurement and assessment.

J.D. Power and Associates has developed proven research methodologies to measure, assess, and track quality and customer satisfaction over time.

The firm is best known for its work in the automotive industry, where its metrics have become the industry standard for measuring quality and customer satisfaction.

The firm’s research not only identifies problems, but also its consultants can isolate the root cause of problems and make specific recommendations for improvement.

Cross-cultural and cross-industry experience.

There are many intricacies involved in measuring customer satisfaction. For instance, older people tend to be less demanding than younger people and long-time customers are easier to please than newer customers. Consumers in Japan have different expectations than consumers in the United Kingdom and the United States, and men have different expectations than women.

Understanding the subtleties of the customer experience is also challenging because expectations and perceptions vary and they change over time. J.D. Power and Associates understands these subtleties and can deliver research that is comparable across cultures, industries, and geographic regions.

An in-depth understanding of these influences is essential for the success of any performance measurement initiative to ensure that the results are relevant and insightful.

A global perspective.

J.D. Power and Associates provides an in-depth understanding of the factors that influence quality and customer satisfaction. The firm’s research allows companies to make informed strategic decisions and tailor products to worldwide audiences.

This global research helps companies compare customer satisfaction levels in different regions and measure the effectiveness of performance improvement initiatives worldwide.