From the design lab to the boardroom to the showroom, JD Power delivers the insight leaders need to make smarter, more informed decisions when the stakes are high.
We help automotive clients deliver on expectations
With industry experts and proven methods that yield measurable improvements, we help develop a competitive advantage by integrating the Voice of the Customer into the areas of strategic planning, product development, manufacturing, engineering, supply chain operations, launch and production, and sales and service. Our independent, objective and data-driven approach:
Independent & Objective
Ability to provide objective feedback around best practices and effectively support development teams with cross-industry insights to provide a broader perspective of how to execute solutions
Experience & Knowledge
More than 125 factory assessments.Over 1,000 vehicle/component evaluations across 5 continents over 20 years. We integrate consumer research, industry knowledge, and real-world experience to drive actionable recommendations.
Consumer First Advocates
Utilize “Voice of the Customer” and market requirements to assure that products and processes are capable and focused on improving quality, customer satisfaction and ultimately the business metrics
Dedicated Global Team
A global automotive team made up of researchers, engineers, product planners, and retail consultants dedicated to helping our clients reach their objectives
Automotive Consulting Solutions
We offer solutions tailored to work within the framework of our client’s production systems, research and development centers, design studios and dealerships.
Is your goal to improve product quality, lower warranty costs, and improve customer satisfaction throughout your product portfolio?
An effective quality system requires organization-wide alignment of well-established KPIs.
JD Power uses its proprietary data and experienced consultants to drive process and product improvements at all levels of the product development cycle.
Is the technology in your vehicles meeting the demand and expectations of customers?
OEMs and suppliers often struggle to keep up with the ever-changing expectations consumers have with the technology in their vehicle. Successfully integrating the right technological advancements into automotive products requires a precise balance between user-friendliness and innovation.
JD Power consultants combine years of experience with syndicated and proprietary data to help our clients design, develop, and implement user-friendly technologies that meet consumer's needs.
Are your product planners equipped with the best data to meet customer expectations while also reducing costs?
Unnecessary build complexity increases costs, manufacturing variation, and makes it more difficult for customers to match their needs/wants with inventory. Offering products that meet customer expectations, while also minimizing complexity, requires a unique combination of data and expertise.
JD Power uses proprietary build configuration data, syndicated VoC data, and ad-hoc consumer research to match customer wants/desires with an efficient and cost effective packaging/contenting strategy.
Do you need help improving quality and efficiency within your production process?
Our process improvement consulting engagements are designed to improve a client’s marketplace performance and resultant financial success. The technique to achieving this can be directly correlated to ensuring the product is correctly and consistently assembled to customer satisfaction target requirements – in a more coordinated, accurate, timely and cost effective manner.
Does your dealer network provide a consistent, best-in-class sales and service experience for your customers?
A poor sales or service experience can lead to a loss of confidence with the brand, creating defectors and rejectors and resulting in the loss of revenue from vehicle sales and parts.
Improve the dealership experience by leveraging JD Power's proprietary SSI and CSI syndicated data, combined with JD Power's in-dealership consulting programs. These programs effectively leverage syndicated sales and service best practices to improve the customer experience. JD Power retail consultants, who have a broad range of retail experience in improving customer satisfaction, provide the ability to analyze and address root-cause issues impacting dealer performance.
Partnered with an OEM to help them rise from the near bottom of the rank chart to achieve the #1 ranking in quality and satisfaction, among non-premium brands, over a 14 year period. - Asia/Pacific OEM
Helped an OEM rise from the near bottom of the rank chart to #1 in the industry for initial quality over a 6 year period. - Asia/Pacific OEM
Improved IQS performance by 23% over a 4 year period, outpacing the industry by 6%. - American OEM
Improved IQS performance by 19% over a 5 year period, outpacing competitors by 9%. - European OEM
Consulted on the development and launch of a new premium brand, helping them achieve the #1 ranking in initial quality in their launch year. - Asia/Pacific OEM
Consulted on the launch of a critical model, resulting in the brand's best launch in 6 years and an IQS and APEAL award. - American OEM
Production System
Production System enhancements led to a corporate defect/malfunction improvement of 45% over an 8 year period, resulting in plant awards in 2014 and 2015. - European OEM
Production System Enhancements contributed to 31% End-of-Line Inspection defect reduction and consecutive plant awards. - Asia/Pacific OEM
Improved in-plant detection of powertrain and functional concerns by 27.1 concerns/1000 vehicles resulting in warranty avoidance of over 5,300 claims annually. 30% improvement in 0-MIS warranty and 40% improvement in 1-MIS warranty over 7 months - American OEM
First Time Through improved by over 17% in a 6 month period, End-of-Line DPU improvement of 38% in 9 months - Asia/Pacific OEM
Improved OEM Customer Reject PPM by 68% over a 6 month period. - Tier 1 Supplier
Doug Betts is the President, Dealer Solutions at JD Power. He joined the company in 2017.
He regularly provides perspective on the state of the automotive industry in media outlets like Automotive News, MSN and WardsAuto.
Prior to joining JD Power, Mr. Betts was at Apple, Inc., where he helped lead the introduction of Apple’s latest product innovations.
Previously, he held senior executive roles in global manufacturing and quality at FCA Chrysler Automobiles as Senior Vice President & Global Head of Quality with responsibilities covering all Fiat and Chrysler brands and services around the world; Nissan Motor Corp, as senior vice president of Total Customer Satisfaction for North and South America including Nissan and Infiniti brands; and Toyota Motor Manufacturing as General Manager of Quality for full size trucks, SUV’s and minivans.
Mr. Betts received a bachelor’s degree in Mechanical Engineering from Georgia Tech.
Geoffrey Mortimer-Lamb
Vice President, Product Consulting
Geoffrey's Bio
Geoffrey Mortimer-Lamb
Vice President, Product Consulting
Geoffrey Mortimer-Lamb is Vice President, Global Automotive Product Consulting at JD Power, where he works directly with automotive clients in all major global markets on improving product quality and business performance. His responsibilities include product strategy and development, engineering, supply base, manufacturing and information systems.
Before joining JD Power in 2003, Mr. Mortimer-Lamb was with JD Power Asia Pacific for 4 years, providing companies in Japan with market research and consulting services. Additionally, he initiated, launched and managed the Sales Satisfaction Index Study and Customer Satisfaction Index Study in Japan.
Mr. Mortimer-Lamb earned a bachelor’s degree in English (specializing in business communications) from the University of Victoria in Canada.
Chris Sutton
Senior Vice President, Auto Benchmarking and Customer Success
Chris's Bio
Chris Sutton
Senior Vice President, Auto Benchmarking and Customer Success
Chris Sutton is Senior Vice President, Auto Benchmarking and Customer Success at JD Power. He is responsible for the company’s automotive syndicated studies and customer success strategies within the U.S., Canada, Mexico and Japan. Additionally, he oversees the global teams that conduct proprietary research, tracking engagements and strategic consulting engagements that support client customer experience improvement.
Prior to this role, Mr. Sutton was the Vice President, Automotive Retail, managing a team that was responsible for the company’s U.S. syndicated retail studies, Sales Satisfaction Index (SSI) and Customer Service Index (CSI), as well as clientspecific proprietary research, tracking engagements and in-dealership consulting implementations.
Before joining JD Power in 2005, Mr. Sutton spent 12 years at Ford Motor Company in various field and corporate positions, gaining experience in sales, marketing, dealer franchising, vehicle operations and customer experience program management.
Mr. Sutton speaks regularly at automotive industry conferences and has been quoted in media outlets like The Wall Street Journal, The New York Times, Automotive News, The Washington Post and USA Today. Mr. Sutton earned a bachelor’s degree from Indiana University and an MBA from Miami University in Ohio.
Let's Connect!
Are you a business professional interested in JD Power products and services? If so, fill out this form! We'll be in touch.
To join the JD Power mailing list, please fill out this form.
