The results of J.D. Power customer satisfaction studies show that high levels of customer satisfaction directly impact repurchase rates, loyalty, and willingness to provide personal recommendations. To improve customer satisfaction, companies must first understand the expectations and experiences of their customers. A plan is then developed to adapt business processes to ensure that these expectations are met. Finally, an ongoing customer satisfaction tracking program can be implemented to confirm whether the modifications that were made are having a positive effect on customer satisfaction.

J.D. Power has developed a consistent research approach — from industry-wide syndicated studies and proprietary studies that are customized for each client, to consulting, training and performance improvement services. The firm provides a variety of research and business improvement services that enable companies to develop the best plan to improve customer satisfaction.