Benchmarking

Industry Benchmarking Solutions: Retail Experience

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J.D. Power’s influential industry benchmark studies feature the key indicators, drivers, and comparisons of how companies perform relative to their competitors. Only J.D. Power delivers the actionable insights across industries that help businesses improve quality, engagement, and growth. Our studies are modeled on:

THE VOICE OF THE CUSTOMER: Each year, J.D. Power interacts with millions of consumers to better understand their opinions, perceptions, and expectations about products and services in more than a dozen industries.

BEING INDEPENDENT & UNBIASED: Designed entirely by J.D. Power research scientists and industry experts utilizing the proprietary J.D. Power Index Model.

METRICS THAT MATTER: Key business metrics such as loyalty, retention and advocacy—all critical factors in driving positive financial growth—are impacted by customer satisfaction. We scientifically demonstrate how and to what degree.

ACTIONABLE INSIGHTS: Our ability to drive action is one of the biggest reasons clients seek guidance from J.D. Power. We deliver insights and data that are stable, trendable, and actionable.

Retail Experience

Study Name: India Sales Satisfaction Index (SSI) Study
Respondents: New-Vehicle owners between 2 and 6 months of ownership.
Description: This study offers a complete perspective on sales experience, including online, product presentation, negotiation and delivery.  Analysis includes customers’ satisfaction with the pre-sales, sales and delivery experience.
Benefits: This study can play an important role in developing an improvement plan for businesses to invest in key satisfaction drivers.                     

Study Name: India Customer Service Index (CSI) Study               
Respondents: Vehicle owners between 12 and 36 months of ownership.   
Description: This study is conducted among customers who provide feedback on their service experience, including facility, service quality, service initiation and delivery, and service advisor.         
Benefits: This study defines key contributors to the dealer experience to optimize customer satisfaction.

Study Name: India Two-Wheeler Customer Service Index (2W CSI) Study
Respondents: Vehicle owners between 12 and 24 months of ownership.
Description: This study is conducted among customers who provide feedback on their service experience, including facility, service quality, service initiation and delivery, and service advisor.
Benefits: This study defines key contributors to the dealer experience to optimize customer satisfaction.

Study Name: India Tractor Customer Service Index Study
Respondents: Vehicle owners between 12 and 24 months of ownership.
Description: This study is conducted among customers who provide feedback on their service experience, including facility, service quality, service initiation and delivery, and service advisor.
Benefits: This study defines key contributors to the dealer experience to optimize customer satisfaction.

Study Name: India Dealer Satisfaction with Automotive Manufacturer Index (DSWAMI) Study
Respondents: Dealers who have been in business for at least a year.
Description: This study profiles new-vehicle dealerships in India. Evaluations of dealer-principals form the basis of this annual study.      
Benefits: The study supplies the information needed to address issues of importance to manufacturers and dealers.

Study Name: India Escaped Shopper Study (ESS)
Respondents: Considered, but eventually rejected one or more passenger vehicles
Description: This study examines what causes customers to reject the vehicles they consider.
Benefits: Examines the reasons why new-vehicle shoppers consider but ultimately reject certain models in favor of another and dealers can address these concerns.

For all our Industry Benchmarking Solutions, please click here.

To find out about our studies in the other markets across Asia Pacific (including India), please contact our Industry Experts.

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