JD Power Partners to Expand Social Media Research

In the US, JD Power and Associates has signed agreements with social media technology firms Clarabridge and NetBase to expand and enhance its digital research capabilities.

Westlake Village, California-headquartered JD Power offers market research, forecasting, performance improvement, web intelligence and customer satisfaction services.

The firm began conducting social media analysis in 2008, after acquiring Umbria; a consumer market research company that collects and analyzes consumer product opinions, attitudes, and behaviours from blogs, message boards and social networks.

JD Power has now selected NetBase technology to provide a deep analysis of what consumers are saying to one another on various social media platforms.

NetBase's social media analytics tool uses a patent-pending natural language processing engine to understand consumer opinion, emotion, and behaviour as expressed in social media and on the web.

Additionally, the agency is using Clarabridge technology to provide analysis of verbatim texts aggregated from CRM systems and from consumers in response to surveys.

Clarabridge develops sentiment and text analytics software for voice-of-the-customer (VoC) analysis. Using natural language processing, the company collects, classifies and analyzes customer interaction data (surveys, panels, e-mails, chats, communities, product reviews and social media content).

'Our agreements with NetBase and Clarabridge give us the technology platforms and support that we need to bring VoC insights from digital platforms that we have been delivering for decades from our more traditional research platforms,' states Rich Belanger, VP of Technology at JD Power (pictured).

Web site: www.jdpower.com , www.netbase.com and www.clarabridge.com .