As the Voice of the Customer (VoC) experts, the J.D. Power Global Business Intelligence team is uniquely positioned to help transform your organization’s commitment to customer experience and service excellence.

Our library of VoC research spanning dozens of industries is well known to consumers and brands alike. With 55+ years of experience and deep industry expertise, J.D. Power can offer your company even more. From our customizable customer experience programs to our unmatched data and analytics solutions, we’re ready to help address your unique challenges so you can drive profitable growth and excel at critical initiatives.

Augment My Customer Insights

Whether you’re looking to dig even deeper into study data or need a lifeline to fast, easy, and reliable data analysis, our research enhancements have what you need.

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Enhance Products & Operations

Develop more personalized products and experiences by leveraging our extensive VoC insights, data and analysis to improve your operations.

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Promote and Celebrate Excellence

As the trusted symbol of the Voice of the Customer, J.D. Power certifications help companies stand out in the crowd and demonstrate their commitment to satisfying customers.

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Identify & Prioritize Performance Gaps

In today's competitive market, experience is everything. Our extensive CX solutions give you the confidence that you are delivering the right experience to retain your ideal customers.

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Improve & Streamline Experiences

You know your gaps – now it’s time to tackle the right ones. Our solutions help you prioritize where to direct your focus and resources to move the customer satisfaction needle the most at the lowest cost and in the shortest amount of time.

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Benchmark Study Extensions

To augment your customer insights, explore
our research enhancements:

Receive dedicated access and premium level support to answer research questions, conduct analyses, prepare data for presentations, or even review work for accuracy.

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When it comes to customer service, your customers aren’t only comparing you to companies within your industry. They’re comparing you to experiences they’ve had with any organization in which they’ve had an interaction. J.D. Power can provide a more complete picture of the service levels customers receive from your brand and from other businesses they interact with.

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Let J.D. Power research experts review or help design your proprietary brand or touchpoint survey to provide feedback and advice that will get you to the ideal level of customer or employee insights.

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J.D. Power can help you save valuable time and resources by creating fully customizable and visually appealing scorecards for executives and internal stakeholders.

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Field more surveys with additional questions or append your internal variables to get deeper data on your performance vs. competitors using the J.D. Power Index and Key Performance Indicators methodology.

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If your brand is not currently profiled in our syndicated study(ies), you may qualify for the oversample proprietary reasearch program. Oversample opportunities allow non-profiled brands to obtain competitive data sets for benchmarking against peers.

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J.D. Power syndicated benchmarking studies help companies identify and prioritize performance improvement initiatives that have the greatest impact on customer satisfaction. Ensuring an outstanding customer experience allows companies to protect—and increase—market share. J.D. Power can create proprietary benchmarking studies to fit your needs.

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Data & Analytics

Leverage our in-depth customer data &
analysis to improve your operations:

Our Data Science as a Service (DSaaS) solution leverages AI to ensure data activation, maximize customer impact and return on investment, while accelerating time-to-value and delivering best-in-class predictive models with our renowned consumer intelligence.

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More information on this exciting offering coming soon...

Enable policy shoppers to tap directly into advice from over ¼ million auto insurance customers for a deeply personalized experience that aligns specific shopper preferences with a carrier that offers services most likely to meet their wants and needs.

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Access a daily, competitive view of auto and home insurance shopping and loyalty behavior to ensure your acquisition and retention strategies are paying off.

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Promote and Celebrate Excellence

Demonstrate your commitment to customers and differentiate yourself in a crowded market:

The J.D. Power Certified Technology Service & Support Program enables enterprise customers to gain confidence in your customer service operation before they purchase your products. The Certified Technology Service & Support Program addresses the critical challenges that service organizations face today.

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Customer service executives seek confirmation that they are contributing to their organization’s overall value. The J.D. Power Certified Customer Service Program directly addresses the performance your customers and management value most, offering meaningful recognition by a trusted, credible source.

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Financial institutions that proactively recognize the growing importance of financial health are well-positioned for differentiation. With over 50 years of brand recognition and consumer trust, the J.D. Power Award continues to drive a consistent lift in consumer perceptions of brand reliability, appeal, and the likelihood of consideration.

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The J.D. Power Hospital Patient Satisfaction Program is a combined service improvement and recognition program that drives the highest levels of patient satisfaction and meaningfully differentiates hospital facilities based on actual patient accounts of their service experience.

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Insurance providers that proactively recognize the importance of customer satisfaction are well-positioned for differentiation. With over 50 years of brand recognition and consumer trust, the J.D. Power certifications continue to drive a consistent lift in consumer perceptions of brand reliability, appeal, and the likelihood of consideration.

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In today’s increasingly customer-centric digital world, consumers expect a superior digital experience across all channels, including mobile apps and websites. Where should you focus your resources to deliver a superior experience while meeting the needs of the business? Brands need an unbiased, trusted authority to benchmark mobile app and website performance and assess organizational capabilities to ensure that a high level of performance can be sustained over time. Showcase your commitment to digital excellence with Mobile App and Website Certifications.

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The J.D. Power Sustainability Certification Program sets you apart from other utilities. While there are multiple sustainability reporting platforms, guidelines, frameworks, standards, indices, and ratings, the J.D. Power assessment leverages data frequently included in other frameworks but has a stronger focus on criteria related to customer engagement and advocacy.

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Customer Experience Management

Let us help you identify and prioritize performance gaps to improve your customer experience:

J.D. Power can help you understand which customers are shopping; what triggers their shopping behavior; their attitudes and perceptions of brands; and how they make their final purchase decision.

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With 50+ years of experience examining customer satisfaction, J.D. Power takes care of the complex pieces - designing impactful surveys, analyzing key trends in satisfaction, setting strategic performance goals - so you can focus your energy where it counts by turning feedback into positive action.

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J.D. Power Passenger View^SM is an innovative information solution that uses passenger smartphones to collect feedback for management decisions and/or service recovery. It works with your Wi-Fi system to deliver short, in-the-moment surveys to passengers who log onto airport or in-flight Wi-Fi.

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Measure and analyze your customer feedback as it happens with this real-time, omni-channel CX platform, and take immediate action leveraging the platform’s service alerts and closed-loop feedback tools.

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J.D. Power Traveler View is an innovative information solution that uses guest smartphones to collect feedback for management decisions or service recovery. It works with a hotel’s Wi-Fi system to deliver short, in-the-moment surveys to guests who authenticate to the hotel’s Wi-Fi.

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Customer Experience Improvement

Enhance your product offerings and operations through optimized customer experiences:

For brands struggling with at or below average CX, get targeted recommendations on how to enhance key VOC measurement, communication programs, business results, and how to deliver a best-in-class customer experience.

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Customer Experience Proficiency Assessment (CEPA) shows you an impartial, independent assessment of your company's internal workings. CEPA bridges the gap between customer experience and achieving company goals, ultimately helping your company improve customer satisfaction and aligning your internal team towards serving an extraordinary customer experience.

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Customer voice and chat conversations are an untapped dataset with massive enterprise value. The J.D. Power Conversation Analyzer, powered by Tethr, analyzes phone conversations and chat sessions to provide rich insights across 50 areas critical to customer experience. The Conversation Analyzer Diagnostic is a one-time assessment of 50,000 interactions that helps companies zero in on the specific areas that are driving negative customer experiences.

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If you're in need of comprehensive CX strategy consulting, look no further than J.D. Power.

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Customers are comparing your digital experience to every other digital experience they encounter. It’s time to align cross-industry best practices with Voice of the Customer (VoC) insights for a holistic view of your customers’ digital experience. Use these insights to connect the digital experience to business performance and inform strategic decisions that lead to customer, organizational, and shareholder value.

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The Employee CX Enablement Assessment can help you identify pain points such as:

Internal communication breakdowns
Not putting the customer first
Resources not being properly allocated to the customer experience
Employee accountability issues
Lack of understanding of available resources
…and more

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If you’re challenged with identifying where you are in your employee engagement journey and what priorities you should focus on next, J.D. Power is here to help.

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J.D. Power’s IVR Experience Improvement Program adopts a proven approach to provide your contact center’s IVR management with specific insights into what your company, your competitors, and cross-industry high performers do, and can do, to differentiate performance and enhance the customer experience. The result is a clear understanding of what drives customer satisfaction, the limits of existing technology, on the high-performing companies, and specific guidance to improve customer satisfaction while also maximizing containment rates.

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