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J.D. Power and Associates

 

 
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J.D. Power and Associates
 
 
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J.D. Power and Associates is a global marketing information services firm founded in 1968 by James David Power III. The firm conducts surveys of customer satisfaction
Customer satisfaction

Customer satisfaction, a business technical term, is a measure of how products and services supplied by a company meet or surpass customer expectation....
, product quality, and buyer behavior for industries ranging from car
Automobile

An automobile or motor car is a wheeled motor vehicle for transportation passengers, which also carries its own car engine or motor. Most definitions of the term specify that automobiles are designed to run primarily on roads, to have seating for one to eight people, to typically have four wheels, and to be constructed principally f...
s to marketing and advertising firms. The firm is best known for its customer satisfaction
Customer satisfaction

Customer satisfaction, a business technical term, is a measure of how products and services supplied by a company meet or surpass customer expectation....
 research on new-car quality and long-term dependability. Its service offerings include industry-wide syndicated studies, proprietary research, consulting, training, and automotive forecasting.






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J.D. Power and Associates is a global marketing information services firm founded in 1968 by James David Power III. The firm conducts surveys of customer satisfaction
Customer satisfaction

Customer satisfaction, a business technical term, is a measure of how products and services supplied by a company meet or surpass customer expectation....
, product quality, and buyer behavior for industries ranging from car
Automobile

An automobile or motor car is a wheeled motor vehicle for transportation passengers, which also carries its own car engine or motor. Most definitions of the term specify that automobiles are designed to run primarily on roads, to have seating for one to eight people, to typically have four wheels, and to be constructed principally f...
s to marketing and advertising firms. The firm is best known for its customer satisfaction
Customer satisfaction

Customer satisfaction, a business technical term, is a measure of how products and services supplied by a company meet or surpass customer expectation....
 research on new-car quality and long-term dependability. Its service offerings include industry-wide syndicated studies, proprietary research, consulting, training, and automotive forecasting. It was ISO 9001 certified in 2002. The company is a business unit of the Information and Media Group of McGraw-Hill
McGraw-Hill

The McGraw-Hill Companies, Inc., is a publicly traded corporation headquartered in Rockefeller Center in New York City. Its primary areas of business are education, publishing, broadcasting, and financial and business services....
, who purchased it from James David Power III in April 2005.

Marketing research

J.D. Power and Associates' marketing research consists primarily of consumer surveys. The company bears the cost of developing and administering specific surveys with sample sizes of between several hundred and over 100,000. J.D. Power ratings are based on the survey
Opinion poll

An opinion poll is a statistical survey of public opinion from a particular sampling . Opinion polls are usually designed to represent the opinions of a population by conducting a series of questions and then extrapolating generalities in ratio or within confidence intervals....
 responses of randomly selected and/or specifically targeted consumers. J.D. Power relies on consumer reporting for study results as well as in-house vehicle testing for opinion based reviews in Blogs.

Although publicly known for the endorsement value of its product awards, J.D. Power obtains the majority of its revenue from corporations that seek the data collected from J.D. Power surveys for internal use. Companies which have used J.D. Power surveys range from Automotive, cellphone, and computer manufacturers to Home Builders, and Utility companies. To be able to use the J.D. Power logo and to quote the survey results in advertising, companies must pay a licensing fee to J.D. Power. These advertisement licensing fees, however, form a small part of J.D. Power's revenues. In the 1990s, J.D. Power tightened its rules on awards advertising to prevent excessive use of the J.D. Power logo.

Automotive surveys


J.D. Power conducts multiple annual surveys of the automotive industry in the U.S. as well as in other countries. The Vehicle Dependability Study (VDS) is a measure of problems experienced after three years of ownership, while the Initial Quality Study (IQS) is a measure of problems experienced within the first 90 days of ownership. Other surveys include the APEAL survey, reflecting consumer's attitudes towards a vehicle's attributes, dealership service surveys, and customer purchasing experience surveys. Similar versions of the Vehicle Dependability and Initial Quality Studies are performed internationally, and usually released with the country's name, followed by the same title, e.g. Taiwan Initial Quality Study.

International research


J.D. Power has expanded internationally, bringing the language of customer satisfaction to consumers and businesses in India, Japan, Taiwan, China, Philippines, Indonesia, Singapore, Thailand, Malaysia, South Africa (mail intercept only), Canada, Mexico, United Kingdom, Australia, New Zealand, Germany and France.

In the United Kingdom
United Kingdom

The United Kingdom of Great Britain and Northern Ireland, commonly known as the United Kingdom , the UK or Britain,is a sovereign state located off the northwestern coast of continental Europe....
, the J.D. Power UK Car Customer Satisfaction Index reviews all cars that have reached two years of age at the time of publication. Surveys are conducted in partnership with UK automotive publication What Car?
What Car?

What Car? is a long-running UK monthly automobile magazine and website, currently edited by Steve Fowler and published by Haymarket Group. First published in 1973, it is intended primarily as a magazine for consumers rather than dedicated automobile enthusiasts....
, which publishes the survey results. The UK car survey consists of comments and ratings entirely from the members of the public who bought the cars new two years previously, and are thus in a more meaningful position to comment on the car than anyone testing it for a few days. Satisfaction is based on a number of different criteria, and when the many thousands of marks in each area for each car are added up, an overall score is available. The list usually comprises about 130 cars and is published every year in the UK.

See also

  • Marketing research
    Marketing research

    Marketing research, or market research, is a form of business research and is generally divided into two categories: consumer market research and business-to-business market research, which was previously known as industrial marketing research....
  • Customer satisfaction research
    Customer satisfaction research

    Customer satisfaction research is that area of marketing research which focuses on customers' perceptions with their shopping or purchase experience....


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