Our Benchmarking Study Methodology
The Premier Source of Benchmark Ratings
The Premier Source of Benchmark Ratings
JD Power is a global leader in consumer insights, advisory services, and data and analytics. Since 1968, we have been leveraging our proven methodology to provide unbiased and independent ratings, rankings, and awards across a range of industries. Our benchmarking studies help companies around the world understand and improve their customer experience, product quality, and overall performance.
Breaking down the JD Power Methodology and Business Model
Highlights of our research and the science behind our data collection
A brief overview: At JD Power, our syndicated research measures customer satisfaction with services or products from companies across numerous industries and markets. Since our founding by Dave Power in 1968, our approach has centered around obtaining direct consumer feedback through surveys and aggregating these Voice of the Customer (VoC) opinions to provide benchmarking and peer-to-peer comparisons regarding customer satisfaction levels. JD Power conducts benchmarking studies in over 30 different industries, primarily in the United States, Canada, and Japan. These benchmarking studies focus on five key principles:
Principle 1 - Independence
JD Power independently collects information from customers using our proprietary survey instruments, analysis, and sample collection. No existing client lists are utilized. Instead, the data is gathered from verified consumers to establish a fair and unbiased playing field.
Principle 2 - Transparency
When a syndicated study is conducted, the results are publicly announced through a press release, regardless of whether the ranked brands purchase the study data. This is done to create a transparent view of the competitive landscape within that study’s industry. The top-ranked brands receive a JD Power Award for achieving the highest ranking in their respective industry or category. Achieving this recognition gives these award-winning brands the opportunity to highlight their achievement in marketing and advertising efforts.
Principle 3 – Industry Leading
JD Power leverages best-in-class science to conduct our studies. Competitors deploy longer surveys with a very targeted demographic base, making it difficult to easily gather a large sample size of data. As an industry leader, JD Power uses a modular design to make surveys shorter and more accessible to consumers while remaining relevant to customers The customer data is combined to form an overall index to help reveal even deeper insights.
Principle 4 - Trending
Although questions within the study may evolve or change to stay current with the industry, the study index remains the same to help track brand performance over time.
Principle 5 - Actionability
JD Power's data goes beyond overall rankings to provide actionable insights into what is important to customers and how to better serve customer needs. This information aids in improving business strategies, customer service, and overall performance.
How Are JD Power Study Rankings Determined?
Our experts use advanced statistical models and data analytics to measure and analyze customer satisfaction, product quality, brand image, market trends, and more. JD Power has been the premier source of benchmark ratings based on independent and unbiased feedback from a representative sample of verified customers for over 55 years.
Our independence is reflected in our research's self-funded nature and in our use of appropriate and representative samples for our surveys.
At the core of our methodology is our research science. Our studies are designed by JD Power’s team of research scientists responsible for the rigor and representative nature of all JD Power research. We ensure representative brand coverage within defined markets and analyze customer feedback across various touchpoints and experiences with a product or service to give you confidence that our findings are truly reflective of the populations evaluated. We also provide insights from experienced industry experts and stakeholders to supply a comprehensive view of the market.
Our methodologies have been validated and praised by media outlets, as well as thoroughly reviewed, and put into action by our clients.
Our methodology includes several key components:
Sample Design
JD Power surveys more than 5,000,000 consumers each year. We carefully design our research to ensure that our rankings, results, and insights accurately reflect the areas we study. To accomplish this, we require a representative number of survey responses from customers and minimum brand coverage for each defined market. We also use advanced techniques to reduce bias and improve the accuracy of our results. To capture the right data from the right people at the right time, several checks are completed before a respondent can access and complete a survey, which may include digital fingerprinting to prevent multiple respondents, scoring to identify suspicious panelists, verifying email and postal addresses, 2-factor authentication and security questions, Bot detection tools, and open-ended verbatims to detect automated participation or inattentive respondents.
JD Power surveys more than 5,000,000 consumers each year. We carefully design our research to ensure that our rankings, results, and insights accurately reflect the areas we study. To accomplish this, we require a representative number of survey responses from customers and minimum brand coverage for each defined market. We also use advanced techniques to reduce bias and improve the accuracy of our results. To capture the right data from the right people at the right time, several checks are completed before a respondent can access and complete a survey, which may include digital fingerprinting to prevent multiple respondents, scoring to identify suspicious panelists, verifying email and postal addresses, 2-factor authentication and security questions, Bot detection tools, and open-ended verbatims to detect automated participation or inattentive respondents.
Data Collection
JD Power’s syndicated benchmark studies are self-funded, and we source survey responses independently to ensure that our benchmark research and awards are free from bias. We do not rely on ranked brands to provide survey respondents. Instead, we collect first-hand customer feedback and data through a range of channels, including online survey panels, phone interviews, and in-person visits. We also use mystery shopping and user testing to gain insights into the customer experience.
JD Power’s syndicated benchmark studies are self-funded, and we source survey responses independently to ensure that our benchmark research and awards are free from bias. We do not rely on ranked brands to provide survey respondents. Instead, we collect first-hand customer feedback and data through a range of channels, including online survey panels, phone interviews, and in-person visits. We also use mystery shopping and user testing to gain insights into the customer experience.
Data Analysis
Our proprietary customer index models power our benchmarks. We use advanced statistical models to analyze customer feedback and data to identify key drivers of customer experience. We also conduct in-depth qualitative analysis to understand the underlying reasons for customer behavior.
Our proprietary customer index models power our benchmarks. We use advanced statistical models to analyze customer feedback and data to identify key drivers of customer experience. We also conduct in-depth qualitative analysis to understand the underlying reasons for customer behavior.
Ratings and Rankings
We use our analysis to provide unbiased ratings and rankings of brands, products, and services. Consumers rely on JD Power to make them better buyers, owners, and sellers. Consumers say they use JD Power ratings because they are trustworthy, reliable, honest, clear, and accurate. Business clients use our rankings and insights to drive performance, to improve their products or services, and to strengthen their businesses.
We use our analysis to provide unbiased ratings and rankings of brands, products, and services. Consumers rely on JD Power to make them better buyers, owners, and sellers. Consumers say they use JD Power ratings because they are trustworthy, reliable, honest, clear, and accurate. Business clients use our rankings and insights to drive performance, to improve their products or services, and to strengthen their businesses.
Our methodology is continuously evolving to keep pace with the changing market landscape and evolving customer needs. We also leverage our extensive experience across industries to provide best practices and actionable insights to our clients.
Are The JD Power Awards Trustworthy?
Consumers trust our awards because they are an unvarnished, direct representation of the voice of the customer – not editors or experts. For companies that earn JD Power Awards, the trophy reflects their hard work and dedication to providing an exceptional customer experience. They are uniquely based on rigorous, self-funded, unbiased research, and are widely respected by shoppers, companies, and the media. Our methodology is transparent and publicly available, allowing companies and consumers to understand how we arrive at our ratings, rankings, and recognitions.
For decades, awarded brands have celebrated with employees and the communities they serve. The JD Power Award has been featured in thousands of commercials receiving billions of impressions. As the trusted symbol of excellence, our Awards help companies increase consumer consideration and stand out in the crowd for the right reasons.
To protect consumers and the integrity of our results, JD Power has strict guidelines for advertising claims, and every advertising claim related to a study is reviewed prior to publication to ensure accuracy. Only highest-ranked performers in predefined categories can license the use of JD Power awards in promotions and advertising.
What Industries Benefit from JD Power Studies?
Businesses in a variety of industries benefit from JD Power’s consumer satisfaction insights, including:
- Automotive
- Financial Services
- Healthcare
- Home Improvement
- Insurance
- Technology, Media & Telecom
- Utilities
- Travel & Hospitality
- Senior Living
- Customer Service Solutions
Benchmarking Study FAQs
Q: What is the cost of a subscription to a JD Power study?
A: Subscription prices vary based on the complexity of the study, number of respondents, time of fielding, and other factors. As unbiased changemakers and truth finders, syndicated study subscriptions are available to all industry players and are not limited exclusively to any one client. Our team is happy to discuss subscription options with you - Contact us for more information.
Q: How do I access the report/download?
A: JD Power publishes a public press release for virtually every benchmark study, which highlights rankings, notable study findings, and information about what was measured in the study. Those press releases can be found here.
The complete results of JD Power syndicated studies are available via a subscription. Subscribers can access full study results and actionable insights directly through PowerSource, JD Power's interactive data platform.
Q: Can I use JD Power data and research for academic purposes?
A: Academic requests must be submitted to [email protected] and will be reviewed individually.