J.D. Power offers solutions to help you wherever your organization may be in the customer service performance spectrum and provides certification to those that meet top-performer standards.
Use expert tools to drive performance improvement, set operational targets, and chart a course for ongoing excellence.
J.D. Power's Customer Service Benchmarking Toolkit is a suite of easy-to-use self-evaluation tools, insights, and resources designed to help you drive excellence in your contact center. Built on best practices drawn from the highest performers, this solution enables clients to cost-effectively and quickly measure and understand how they compare with the customer satisfaction and operational standards that define cross-industry high performance across the phone, IVR, and Web self-service channels.
The Customer Service Benchmarking Toolkit for Assisted Digital Channels offers insights and resources designed to help you drive excellence in any one, or all, of your chat, email, and social media servicing channels. Fueled by the combination of customer experience insights from more than 100 brands across multiple industries and operational and KPI data, the Benchmarking Toolkit for Assisted Digital Channels delivers an in-depth understanding that helps your organization know where it stands and how to improve.
J.D. Power provides comprehensive measurement of customer satisfaction and operational performance in customer service organizations to prioritize actions that will maximize the customer experience without breaking budgets or wasting time.
The J.D. Power Benchmarking Customer Satisfaction Research Program for Assisted Digital Channels provides a comprehensive measurement of customer satisfaction and operational performance with an organization’s chat, email, or social media servicing channels. Through proprietary scoring and analytics, our research professionals deliver the critical insights necessary to improve your customers’ experiences, as well as help your organization prepare for the J.D. Power Certified Customer Service Program,SM if desired.
J.D. Power provides solutions to assess and improve customer service performance or to identify what actions to take before pursuing J.D. Power certification.
J.D. Power’s proven approach provides your contact center’s IVR management with specific insights into what your company, your competitors, and cross-industry high performers do, and can do, to differentiate performance and enhance the customer experience. The result is a clear understanding of what drives customer satisfaction, the limits of existing technology, on the high-performing companies, and specific guidance to improve customer satisfaction while also maximizing containment rates.
Customer service, care, and support executives are under pressure to reduce costs without sacrificing customer satisfaction. J.D. Power offers proven solutions that maximizes self-service channel usage and drives down the number of unnecessary contacts to help customers get what they need from you with minimal effort.
J.D. Power certification programs directly address the performance your customers and management value most, offering meaningful recognition by a trusted, credible source to boost awareness, sales, and profits.
The J.D. Power Certified Customer Service ProgramSM is rigorous, and directly addresses the performance your customers and management value most, offering meaningful recognition by a trusted, credible source to boost awareness, sales, and profits. A comprehensive survey that measures customer satisfaction, operational excellence, loyalty, and advocacy for the assisted phone channel, the interactive voice response (IVR) routing and self-service channels, and the Web self-service channel. Process reviews and staff interviews through an onsite evaluation conducted by industry experts, comparing your operations.
The Certified Customer Service Program for Outsourcers is rigorous, and directly addresses the performance your customers and management value most, offering meaningful recognition by a trusted source to boost awareness, sales, and profits. To avoid competing solely on price, customer service outsourcers must demonstrate to current and prospective clients that they are different and can be trusted with client’s most precious asset—their customers.
The J.D. Power Certified Assisted Technical Support Program, jointly developed by J.D. Power and the Technology Services Industry Association (TSIA), evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in assisted support. The certification also helps businesses identify those companies that have demonstrated assisted support excellence before selecting which technology products to purchase.
Check out our new series: Best Practices from Certified Top Performers.
Looking to Engage with J.D. Power?
Contact us directly to find out how J.D. Power can empower all levels of your organization to improve the customer experience.