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Industry Benchmarking Research

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The company’s benchmarking studies include an industry-wide assessment of products and services, as well as rankings that reflect the opinions of customers. Comprehensive marketing information and analysis helps organizations better understand their strengths and weaknesses from a customer viewpoint and ultimately to make a greater impact in the marketplace. Press releases are used to publicly announce research highlights.

J.D. Power does not conduct any testing of products or services—the research is based solely on responses from millions of consumers and businesses worldwide. With the data consumers provide, J.D. Power uses statistical techniques to determine the relative importance of the factors that comprise overall satisfaction. In addition, each factor is comprised of numerous attributes that provide additional diagnostic capability. The results of this research provide insight for organizations around the world that endeavor to satisfy today’s informed consumers.

J.D. Power Asia Pacific conducts the following benchmarking research studies in ASEAN-Oceania:









Markets Covered

Initial Quality Study (IQS) New-vehicle owners between 2 and 6 months of ownership Identify problem areas affecting quality across vehicle systems Provide key indicators of quality improvementIndonesia, Malaysia, Thailand

Automotive Performance, Execution and Layout (APEAL) Study Vehicle owners between 2 and 6 months of ownership  Identify what excites and delights owners about their new vehicle's performance and design Identify features and attributes that make vehicles stand out to their ownersThailand

Customer Service Index (CSI) Study Vehicle owners between 12 and 24 months of ownership Measure retail performance pertaining to aftersales service Define key contributors to the dealer experience to optimize customer satisfactionAustralia, Indonesia, Malaysia, Philippines, Taiwan, Thailand, Vietnam

Sales Satisfaction Index (SSI) Study Vehicle owners between 2 and 6 months of ownership Customer satisfaction with the new-vehicle purchase experience Develop an improvement plan to invest in key satisfaction driversIndonesia, Malaysia, Philippines, Taiwan, Thailand, Vietnam