COSTA MESA, Calif.: 25 Jan. 2018 — Creating the all-encompassing positive vehicle ownership experience—including appearance, sales, service, initial quality and long-term reliability—is the objective of every car company. For the first time, J.D. Power has analyzed its voluminous data and today announced that Buick (Mass Market) and Porsche (Luxury) are the brands that will receive the inaugural J.D. Power Total Ownership Experience Award.
J.D. Power is using results from its five iconic automotive studies to determine recipients of the Total Ownership Experience Award for both mass market and luxury brands that are doing the best job overall of satisfying customers throughout the stages of vehicles ownership. The five J.D. Power studies are Automotive Performance, Execution and Layout (APEAL); Customer Service Index (CSI); Initial Quality Study (IQS); Sales Satisfaction Index (SSI); and Vehicle Dependability Study (VDS).
“J.D. Power has prided itself on being the voice of the automotive consumer for 50 years and we continue to examine every aspect of customers’ opinions on vehicle sales, quality and dependability, as well as dealership customer service,” said Doug Betts, Senior Vice President of Global Automotive at J.D. Power. “Addressing these areas effectively creates repeat buyers and brand advocates, so it’s important for manufacturers and dealers to listen, learn and continue to evolve with the times.”
About the J.D Power Studies
APEAL measures owners’ emotional attachment and level of excitement with their vehicle.
CSI measures customer satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 5-year-old vehicles.
IQS is organized into eight problem categories designed to provide manufacturers with information to facilitate the identification of problems and drive product improvement.
SSI measures satisfaction with the sales experience among new-vehicle buyers and rejecters (those who shop a dealership and purchase elsewhere).
VDS examines problems experienced during the past 12 months by original owners of three-year-old vehicles. Overall dependability is determined by the number of problems experienced per 100 vehicles (PP100), with a lower score reflecting higher quality.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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