Industry-wide customer satisfaction and quality surveys are based on the methodology originally developed by J.D. Power & Associates in the United States. The company modified its methodologies to meet unique requirements, conditions, and environments. In the Japanese market, the company conducts syndicated customer satisfaction research in the automotive, telecommunications, office machines, automotive, information technology, insurance, travel, and service industries.
As product quality and customer satisfaction increase, consumer expectations continue to increase as well. Consumers today expect high-quality products and services, so the importance of measuring and tracking quality and satisfaction can provide an edge in a highly competitive marketplace.
Many J.D. Power Asia Pacific clients incorporate regular tracking measurements into their operations to enable informed decision-making based on feedback from their customers. Proprietary studies are commissioned by individual companies and funded by those clients. Clients use the company’s proprietary studies to gather consumers' opinions on a variety of product- and service-related issues. This information helps companies understand problems and develop programs to improve performance.
The company’s consultants are then able to translate customer requirements into performance improvement activities that are integrated into a firm's daily operations. To date, the firm has conducted proprietary customer satisfaction and quality tracking studies for some of the most prestigious and quality-oriented companies in the Asia-Pacific region.
J.D. Power & Associates Automotive Forecasting Services provides a wide array of forecasting products, professional advice, consulting services, and customized research. The forecasting team is comprised of statisticians, economists, and experts in demographics and consumer behavior who deliver timely, accurate, and reliable information.
J.D. Power & Associates combines its industry expertise and knowledge of consumer behavior with the latest in statistical modeling techniques to measure and track the global automotive industry. The firm delivers some of the most timely global sales and production forecasts available by leveraging its databases and forecasting data to predict sales, production, powertrain configurations, demand for future technologies, product cycle plans, and trends in vehicle prices and contenting.
Whether a Company Seeks to Measure Its Overall Customer Satisfaction or Develop a Business Improvement Program, J.D. Power Can Help
Syndicated research is based on an industry assessment through surveys of the customers in that sector. It is focused, informative research that enables companies to compare their standing in the industry with other companies, as well as to identify their strengths and weaknesses.
Proprietary research includes the measurement and tracking of customer satisfaction for individual companies. This research more specifically identifies strengths and weaknesses, and areas needing improvement intervention.
Consulting services seek to further improve a company's customer satisfaction by re-integrating the voice of the customer into their strategic initiatives and daily processes.
Training and education support continued, dynamic customer satisfaction improvement activities.
Turning Information into Action - Our Approach To Improving Customer Satisfaction
The results of J.D. Power customer satisfaction studies show that high levels of customer satisfaction directly impact repurchase rates, loyalty, and willingness to provide personal recommendations. To improve customer satisfaction, companies must first understand the expectations and experiences of their customers. A plan is then developed to adapt business processes to ensure that these expectations are met. Finally, an ongoing customer satisfaction tracking program can be implemented to confirm whether the modifications that were made are having a positive effect on customer satisfaction.
J.D. Power has developed a consistent research approach — from industry-wide syndicated studies and proprietary studies that are customized for each client, to consulting, training and performance improvement services. The firm provides a variety of research and business improvement services that enable companies to develop the best plan to improve customer satisfaction.