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Overview
Established in 1968, J.D. Power and Associates is an ISO 9001:2000 registered firm that provides syndicated (industry-wide) and proprietary (client-specific) research, quality and customer satisfaction tracking, automotive forecasting, business consulting, training, and business improvement services worldwide to help companies and consumers make better decisions.
"J.D. Power and Associates enables better results for business
and consumers through credible, meaningful, and
easily accessible customer-based information."
J.D. Power and Associates is best known for its work in the automotive industry. However, in recent years, the firm has expanded to serve a number of other industries including telecommunications, travel and hotels, marine, utilities, healthcare, homebuilder, consumer electronics and financial services.
On April 1, 2005, J.D. Power and Associates became a business unit of the McGraw-Hill Companies.
A European Perspective
J.D. Power and Associates provides clients with an understanding of the factors that influence perceptions of quality and customer satisfaction throughout Europe, the Middle East, and Africa. The firm's studies allow companies to make informed strategic decisions and tailor products to address consumer needs in markets around the world. The European offices in Germany and the UK produce a variety of annual syndicated studies, client-specific proprietary studies and provide solution services focusing on several industries: automotive, banking, telecommunications, and utilities.
Our experience in Europe since 1992 provides clients with market specific insights, customer expectations and changing needs due to industry requirements for major European markets including France, Germany, Italy, Spain, and the United Kingdom.
An Expanding European Presence
JDPA Values / Key Strengths
Today, it is not enough to know who your customers are—you must understand their expectations and requirements.
- 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 products and services?
J.D. Power and Associates provides insights that go far 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 behaviour 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 behavioural 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.
J.D. Power and Associates does not only conduct research that identifies problems, but also provides consulting activities which can isolate the root cause of problems and make specific recommendations for improvement.
Cross-cultural and cross-industry experience
Measuring customer satisfaction has many facets. For instance, older consumers tend to be less demanding than younger people and long-time clients are easier to please than newer customers. Customer’s expectations can differ widely depending on their culture, nationality and gender.
Understanding the subtleties of the customer experience can be challenging since expectations and perceptions vary and change over time. J.D. Power and Associates understands these subtleties and can deliver research that is comparable across cultures, industries, and geographic regions.
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 and operational decisions and tailor products and services to consumer’s expectations globally.
Specific customized consulting solutions enable our clients to implement the voice of the customer into their product development and service operations.