J.D. Power Adds Net Promoter Score to AsiaPac Studies

US-based J.D. Power is adding the Net Promoter Score (NPS) to its automotive and finance industry studies in Asia Pacific, for use in benchmarking clients' performance against competitors.

Certified by management consultant Bain, NPS is an internal measurement of customer loyalty. J.D. Power will now deliver the NPS benchmarks and advisory services through its industry syndicated research. Studies that will include the benchmark in China include the Customer Service Index (CSI) study, Sales Satisfaction Index (SSI) study, and Retail Banking Satisfaction study (RBSS). Additional studies across Asia Pacific, such as the Singapore Credit Card Satisfaction study and Australia Retail Banking Satisfaction study, will also focus on automotive and financial services.

Jacob George (pictured), VP and General Manager, J.D. Power Asia Pacific, comments: 'Through combining Net Promoter Score with the depth of data J.D. Power captures, we will be able to offer auto makers and financial institutions a significantly enhanced capability to not only see where they stand relative to competitors, but to more precisely identify and prioritize improvement opportunities. This benchmarking will enable clients to evaluate their performance versus customer expectations conveniently and effectively, instead of relying on costly custom market research studies, which survey customers of both the company and its competitors and too often fall short of correct certified Net Promoter Score methodology'.

Web sites: www.jdpower.com and www.bain.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.