Today’s global automotive industry could face far more change than stability during the next several years.
Despite shifting dynamics, the automotive industry remains steadfast in benchmarking its overall success against one key ingredient—the Voice of the Customer. For more than 45 years, J.D. Power has been a trusted advisor in measuring this with a full suite of automotive solutions designed to help clients achieve their highest performance.
J.D. Power understands the extent of planning that goes into designing, building, marketing and selling a vehicle, and the importance of understanding the target market before, during and after the process. Understanding the consumer voice in addition to the external factors is essential to succeeding in this highly competitive environment.
The J.D. Power Vehicle Dependability StudySM (VDS) focuses on problems experienced by original owners of 3-year-old vehicles. Study findings are used extensively by manufacturers worldwide to help them design and build better vehicles—which typically retain higher resale value—and by consumers to help them make more informed choices for both new and used vehicles.
The J.D. Power Automotive Performance, Execution and Layout (APEAL) StudySM examines new-vehicle owners’ assessments of the design, content, layout, and performance of their new vehicle after 90 days of ownership. The study data provides manufacturers and suppliers with insight on quality and design satisfaction.
The J.D. Power Initial Quality StudySM (IQS) serves as the industry benchmark for new-vehicle quality measured at 90 days of ownership and has proven to be an excellent predictor of long-term reliability, which may significantly impact new-vehicle purchase decisions. The focus of the study is model-level performance and comparison of individual models to similar models in respective segments, which helps manufacturers worldwide to design and produce higher-quality vehicles that exceed owners’ expectations.
The J.D. Power U.S. Tech Choice StudySM focuses on technologies consumers would choose to purchase for their vehicle at a given price point. The study, conducted in two phases, uses advanced statistical methodologies to measure preference for, and perceived value of, future and emerging technologies. The survey itself is customized according to the selections each individual respondent makes, allowing for a deep understanding of individual preference and opinion.
The J.D. Power U.S. Driver Interactive Vehicle Experience (DrIVE) StudySM measures drivers’ experiences, usage, and interaction with in-vehicle features in the cockpit space at two points during the ownership cycle, 90 days and 1 year. The study provides an understanding of opportunities for minimizing the gap between customer experience and execution, while also determining how the experience varies during the duration of ownership.
The J.D. Power U.S. Original Equipment Tire Customer Satisfaction StudySM provides insight into new-vehicle owners’ satisfaction with their original equipment tires after 1 and 2 years in service. The study examines overall customer satisfaction with tires, as well as tire problems experienced, relative importance of tire attributes, tire replacement behavior, and recommendation and repurchase intentions of vehicle owners.
J.D. Power is the premier provider of automotive intelligence to an extensive client base of vehicle manufacturers, component manufacturers and suppliers, and technology companies around the world. Our customized component dependability reports that are based on component-level data and analytical tools and geared to organizational job function.
J.D. Power is the premier provider of automotive intelligence to an extensive client base of vehicle manufacturers, component manufacturers and suppliers, and technology companies around the world. As the industry continues to change and grow, one concept remains constant: the importance of vehicle quality and dependability.
This data measures engine/transmission owner reported problems and satisfaction with the vehicle during the first months of ownership.
This data is supplier-focused and measures owner reported problems and satisfaction with HVAC System during the first months of ownership.
This study is supplier-focused and measures owner reported problems and satisfaction with multimedia systems during the first months of ownership.
This study is supplier-focused and measures owner reported problems and satisfaction with brake and handling systems during the first months of ownership.
This data is supplier-focused and measures owner reported problems and satisfaction with the vehicle interior during the first months of ownership.
For automotive marketers, it is critical to understand your market—both current and future—inside and out. This includes understanding the factors that drive awareness and interest in particular models, as well as in your brand.
The J.D. Power Avoider StudySM helps manufacturers increase new-vehicle shopper consideration rates, close rates, and sales by reducing avoidance of their models. The study investigates why new-vehicle buyers disregard models that are in the same competitive segment as the model that was purchased or eliminate them from consideration when shopping for a new vehicle, and provides insight to guide future product planning and marketing messages.
The semiannual J.D. Power Automotive Media and Marketing ReportSM provides a comprehensive strategic perspective for targeting new-vehicle drivers through marketing insights and media consumption patterns, including broad-reaching digital and social channels as well as a deep dive into their attitudinal lifestyle preferences.
The semiannual Automotive Media and Marketing Report provides a comprehensive strategic perspective to demonstrate new-vehicle drivers behavior through marketing insights and media consumption patterns, including broad-reaching digital and social channels as well as a deep dive into their attitudinal lifestyle preferences.
The J.D. Power Automotive Mobile Site (AMS) StudySM examines the features and content of OEM-sponsored and third-party automotive mobile websites that are useful and engaging to shoppers when using mobile devices during their vehicle-shopping process. The study provides insight to assist manufacturer and independent website managers in developing and improving their mobile websites in ways that ultimately drive traffic to dealerships and increase the likelihood for users to return to the site and recommend it to others. Newly added insights include what content shoppers are using when evaluating websites.
The J.D. Power New Autoshopper StudySM is a comprehensive analysis of automotive consumer shopping patterns across the traditional Internet, mobile Internet, and mobile apps. The study examines how shoppers use digital automotive information during their new-vehicle shopping process.
The J.D. Power Third-Party Automotive Website Evaluation StudySM (TPAWES) examines the features and content of third-party automotive websites that shoppers find useful and engaging when shopping for a vehicle online. This study looks at what content shoppers are using when evaluating third-party websites. TPAWES helps third-party automotive websites identify improvements to make their site more competitive. The study evaluates four factors related to shoppers’ satisfaction with their experiences with these websites: Appearance; Navigation; Speed; and Information/Content.
To remain competitive in today's automotive industry, car manufacturers and retailers must react quickly to evolving sales, pricing, and incentives. Several key factors merit continuous scrutiny in this arena. To remain competitive in today's automotive industry, car manufacturers must react quickly to evolving pricing and incentives.
The Power Information Network® (PIN) from J.D. Power provides car manufacturers, financial organizations, and suppliers throughout the United States and Canada with real-time automotive information, analysis, and decision-support tools to reduce risk exposure, improve marketing and remarketing effectiveness, and increase profitability.
Understanding the shopping process and how to reach customers through ads and promotions is critical to the success of any business. This is one of the most competitive and dynamic areas of the business cycle in the automotive industry, and the pressure is on to target the right customers with the right message, at the right time.
The J.D. Power Customer Service Index (CSI) StudySM examines customer satisfaction with maintenance and repair service at new-vehicle dealerships. Owners of 1- to 5-year old vehicles are surveyed regarding their most recent dealership service experience for both in-warranty and customer-pay work.
The J.D. Power Sales Satisfaction Index (SSI) StudySM provides a comprehensive analysis of the new-vehicle purchase experience from the customer perspective. The study measures the ability of dealerships to manage the sales process, from product presentation and price negotiation to the finance and insurance process and final delivery. The study provides insights into customer needs and expectations and provides recommendations for improving the sales process.
This syndicated, market-based sales mystery shopping program provides OEMs with credible performance data across in-market dealerships, allowing them to align shopper needs with key gap identification as well as derive actionable insights at a national, regional, and/or market level.
This syndicated, market-based sales mystery shopping program provides dealers with credible performance data across in-market dealerships, allowing them to align shopper needs with key gap identification as well as derive actionable insights at a national, regional, and/or market level.
Senior Vice President and General Manager, Global Automotive Practice
Vice President, General Manager, Power Information Network
Vice President, Global Automotive
Vice President, PIN OEM Operations
Vice President, U.S. Automotive Retail
Senior Director, Media & Marketing Solutions
Vice President, U.S. Auto Quality
Executive Director, Driver Interaction and Human Machine Interface (HMI)
Director, Automotive Industry Analytics
Automotive Industry Data, Analytics & Advisory Services
J.D. Power's industry experts access a comprehensive suite of research solutions to help you understand the many drivers of customer satisfaction, develop a strategy and action plan, optimize customer interactions, and measure and manage performance for ongoing improvement.
Looking to Engage with J.D. Power?
Contact us directly to find out how J.D. Power can empower all levels of your organization to improve the customer experience.