J.D. Power introduces Net Promoter Score to APAC studies

Data and analytics firm J.D. Power has added Bain Certified Net Promoter Score to its automotive and finance industry studies in Asia Pacific. This benchmark will be available in key upcoming 2017 and 2018 studies in China and other Asia Pacific markets.

Bain Certified Net Promoter Score by J.D. Power delivers world-class independent measures of Net Promoter Score benchmarks and advisory services via J.D. Power industry syndicated research.  Studies that will have Bain Certified Net Promoter Score by J.D. Power in China include: Customer Service Index (CSI) Study, Sales Satisfaction Index (SSI) Study, and Retail Banking Satisfaction Study (RBSS).  Additional upcoming key studies across Asia Pacific, such as Singapore Credit Card Satisfaction Study and Australia Retail Banking Satisfaction Study, will also focus on automotive and financial services.

“Introducing and developing reliable and trusted Net Promoter Score benchmarking helps our clients to focus on taking the actions required to earn deeper loyalty from their customers,” said Gwendolyn Lim, Partner, Bain & Company. “We look forward to working with J.D. Power as a global leading provider of customer satisfaction research, to introduce this competitive benchmark in Asia Pacific markets.  Such collaboration will offer companies the highest-level measure customer engagement which can be relied upon when making important decisions. ”

“Through combining Net Promoter Score with the depth of data J.D. Power captures, we will be in a position 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,” said Jacob George, Vice President and General Manager, J.D. Power Asia Pacific. “This benchmarking will enable clients to dontevaluate 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.  In addition, this combined offering will provide directly actionable information to help improve loyalty.”

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