Take Your Customer Service to the Next Level

J.D. Power Customer Service Solutions Center of Excellence

Do You Know Your Gaps to Great?

Customer Service Best Practices
To achieve great performance, you need the right data, the right insights, and the right experts in your corner. Our Customer Service Advisory team is here to help. When you subscribe to the J.D. Power Customer Service Excellence Program, you’re enlisting our team of experts, exclusive cross-industry benchmarks, and library of customer service best practices to help you succeed. Check out our insights page for some best practice highlights.

J.D. Power Customer Service Excellence Program

Our Customer Service Excellence Program model brings together 3 fundamentals to help you recognize performance gaps and prioritize and implement improvement efforts:

  • We collect customer experience and operational data to level set on where you stand internally and against cross-industry benchmarks.
  • We then analyze the data to prioritize which gaps to focus on for maximum improvement with the least amount of cost.
  • Finally, we provide expert guidance on implementation of improvement efforts as well as advice both from J.D. Power customer service experts and from top performers through networking opportunities and thought leadership.

Behind the Customer Service Excellence Program

Leverage cross-industry benchmarks, top-performers data and J.D. Power experts to transform your business. Over eight industries covered including automotive, banking & payments, insurance, utilities, travel, healthcare, wealth & lending and TMT.


Customer Satisfaction Studies Comprise Our Benchmarks


Top-Performing Contact Centers Researched To Build Our Operational Best Practices


Operational Best Practices Available


Categories Of Operational Best Practices On Our Scorecard

Why do you need an external, cross-industry measure of satisfaction?


When it comes to customer service, your customers aren’t only comparing you to past experiences with your company or even just to companies within your industry. They’re comparing you to experiences they’ve had with any organization they’ve interacted with. There is no doubt that you have a great internal team focused on providing the outstanding experience your customers expect. Our goal is to provide them with the cross industry benchmarks, best practices, and research tools they need to accelerate strategic improvement efforts. 

  • Which companies are delivering best-in-class customer service?
  • What are they doing?
  • How does your performance measure up?

Our team is here to help you uncover your gaps to great customer service and prioritize which to address. Contact us to get started now


Rising attrition and new complications related to the shift to remote work have put a strain on service organizations across the globe. To help your better understand and respond to these challenges, we’ve introduced the new Talent Retention Program suite. Our Intent to Quit Diagnostic will help you better understand your current employees’ engagement and their intent to quit. Once you’re ready to start taking the next steps to address your attrition challenges and retain your talent, check out our Remote Agent Retention Program. This Program is designed to help bridge the physical gap that exists between Supervisors & Agents in the remote work model, resulting in better employee engagement, improved customer satisfaction, and reduced attrition.

Learn more about the Intent to Quit Diagnostic
Learn more about the Remote Agent Retention Program


If your team has struggled with the shift to the work-at-home customer service environment, OR if you’re looking for best practices for managing a hybrid work-at-home and physical office operation, you’ve come to the right place. Check out our Work-at-Home Excellence suite of solutions and let us know how we can best help you achieve your work-at-home goals.

Work at Home

Solving your customer service challenges relies on having the right customer service data. To ensure you have a full breadth of VoC data to help you explore and pinpoint areas needing attention in your organization, we are pleased to bring you the J.D. Power Conversation Analyzer. If you’re struggling with understanding and leveraging the rich insights from your voice and chat conversations, we invite you to learn more about how the Conversation Analyzer can help. 

What does it take to have a certified customer service program?

J.D. Power certification programs are rigorous, designed to help drive continuous improvement across an organization’s service channels. The programs directly address the performance your customers and management value most, offering meaningful recognition by a trusted, credible source to boost awareness, sales, and profits. View All Certified Customer Service Organizations

Experts You Can Count On

Mark Miller
Mark Miller
Practice Leader, Customer Service Advisory
Mark's Bio
Scott Killingsworth
Scott Killingsworth
Director, Customer Service Advisory
Scott's Bio
Rich Bongiorno
Rich Bongiorno
Managing Director, Customer Service Advisory
Rich's Bio
Denese Waiters
Denese Waiters
Director, Customer Service Advisory
Denese's Bio

Let's Connect!

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