Syndicated Research
China Initial Quality Study (IQS) – Automotive
The annual study captures problems experienced by new-vehicle owners within the first two to six months of ownership. Vehicle problems are examined in two distinct categories—quality of design and quality of production (defects and malfunctions)—and across eight factors: vehicle exterior; driving experience; features, controls and displays; audio, entertainment and navigation; seats; heating, ventilation and cooling (HVAC); vehicle interior; and engine and transmission. Overall performance is determined by problems experienced per 100 vehicles (PP100), with lower scores indicating a lower rate of problem incidences and higher quality.
China Auto Performance, Execution and Layout Study (APEAL) – Automotive
The annual APEAL Study is a consumer-reported measure of what excites and delights owners about their new vehicle’s performance and design during the first two to six months of ownership. Redesigned in 2007, the study is comprised of nearly 100 attributes covering 10 vehicle categories: vehicle exterior; vehicle interior; storage and space; audio/entertainment/navigation; seats; HVAC; driving dynamics; engine/transmission; visibility and driving safety; and fuel economy.
China Customer Service Index Study (CSI) – Automotive
The annual industry-wide CSI study has been conducted independently by J.D. Power Asia Pacific since 2001 to measure customer satisfaction with maintenance and repair service at authorized dealerships. Redesign in 2009, the study is conducted among customers who have owned their new vehicle for 12 to 24 months and focuses on the dealer service experience; what matters most to customers when they take their vehicles in for service at an authorized service center. The study analyzes the processes that define the dealer service experience. Overall customer satisfaction is measured by dealer performance attributes, which are grouped into five factors: service initiation; service advisor; service facility; vehicle pick-up; and service quality. A higher CSI score indicates greater customer satisfaction with the maintenance and repair experience at authorized dealerships.
China Sales Satisfaction Index Study (SSI) – Automotive
The annual SSI Study, conducted independently by J.D. Power Asia Pacific since 2000, measures customer satisfaction with the new-vehicle purchase experience in the China market. Redesign in 2008, the index scores are based on customer experiences in seven factor areas, which are weighted to reflect what is most important to China’s passenger-vehicle owners. They are (in order of importance): delivery process; delivery timing; dealer facility; salesperson; deal; paperwork; and sales initiation. SSI performance is reported as an index score based on a 1,000-point scale. A higher SSI score indicates a more satisfying sales process experience.
Escaped Shopper Study (ESS) – Automotive
The annual ESS examines what causes new vehicle owners to reject other vehicles they consider. The respondent selects from a battery of reasons for rejecting models they considered buying. Reasons are grouped into several categories describing dealer and distribution related factors, vehicle characteristics and performance, price and financial issues, reliability, and brand name influence. The ESS provides an in-depth analysis of the relationship between customers’ shopping and buying behavior by analyzing their perceptions of the specific models. The ESS was introduced to Chinese market since 2003.
Dealer Attitude Study (DAS) – Automotive
The Dealer Attitude Study (DAS) profiles new-car dealerships. The study will be launched independently by J.D. Power Asia Pacific in 2009. Evaluations of dealer-principals form the basis of this annual study, which examines 4S dealers’ attitudes regarding a variety of issues relevant to the automotive industry and the retail distribution system, and issues of importance to manufacturers and dealers. As dealers have to work within a dynamic marketplace, they look to their manufacturers for support and direction. DAS therefore supplies the information needed to address these issues. The study measures dealer satisfaction with the nameplates that they carry.
China Retail Banking Satisfaction Study (RBSS) – Banking
The China Retail Banking Satisfaction Study will be launched independently by J.D. Power Asia Pacific in 2009. The study explores the measurement of a customer’s satisfaction, image and commitment to their financial institution. The study provides critical benchmarking information for numerous banks competing in the largest cities of China and identifies the dominant factors that impact personal banking customer satisfaction including convenience, transactions, problem resolution, fees and product offerings.
China New Vehicle Shopper Study (NVSS) – Automotive
The New Vehicle Shopper Study will be launched independently by J.D. Power Asia Pacific in 2009. The study offers insight about brands and OEMs in the market place among on-line consumers who intend to buy a vehicle in the next 12 months. NVSS aims to identify factors that can assess brand image and/ or make a brand more attractive to customers. NVSS also studies actual vehicle cross-shopping behavior and utilizes psychographic and demographic segmentation to optimize interventions for specific consumer target groups.