Costco, VSP, JD Power News Report

[drk]

COSTCO RANKS HIGHEST IN CUSTOMER SATISFACTION
According to the JD Power and Associates 2005 National Retail Vision Satisfaction Study, Costco ranks highest in customer satisfaction among large eyecare retailers. The study measured retailer satisfaction among customers of mass merchandisers, vision chains, and department stores. The performance criteria (in order of importance) were: eyewear purchase experience, cost, retail store environment, choice and variety of eyewear, eye doctor office environment, and eye exam. Information www.jdpower.com

In other news, the JD Power and Associates 2005 National Vision Plan Member Satisfaction Study identified VSP as the highest ranking in satisfying vision plan members. Criteria for the study (in order of importance) were: coverage and benefits, cost, eye doctor network and clinical service, eyewear purchase experience, and customer service. Information: www.jdpower.com

[Jim Stone]

I have heard companies sight JD POWER ratings. It seems to me that they are hired by the company to produce reports to favor companiey. Somebody PLEASE! produce a negative JD POWER report that was paid for by the company recieving the negative report! ???


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Each year, J.D. Power and Associates surveys millions of consumers and businesses to understand their opinions and expectations regarding the products and services they purchase.

The firm offers a variety of services to help businesses:

Understand B2B and B2C customers
Improve product and service quality
Increase customer satisfaction levels
Enhance the customer experience, including retail and dealer sales processes
Increase operational efficiency
Syndicated Research
Syndicated research is based on an industry assessment via a survey of the customers in that sector. To maintain an independent and unbiased perspective, J.D. Power and Associates funds all of its own syndicated research.
This type of research, based on unfiltered consumer feedback, delivers an accurate portrayal of how well an industry is listening to the voices of its customers.

With this customer data, J.D. Power and Associates is able to determine the factors that comprise overall satisfaction, as well as the relative importance of those factors. In addition, each factor is comprised of numerous attributes that provide additional diagnostic capability.

The purpose of syndicated customer satisfaction research is to:

Establish competitive benchmarks for quality and customer satisfaction in an industry.
Identify the strengths and weaknesses of individual companies in an industry with regard to product quality and customer satisfaction.
Provide specific recommendations on how individual companies can improve their quality and customer satisfaction levels.
J.D. Power and Associates conducts syndicated research in the following industries:

Automotive
Telecommunications
Travel
Real Estate
Finance
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Healthcare
Utilities
Commercial Vehicles
Sports and Entertainment
Retailing
Office Products
Professional Services
To inquire about syndicated research, click here.

Proprietary Research
J.D. Power and Associates also conducts custom research and customer satisfaction measurement and tracking for individual companies on a proprietary basis.

Proprietary services include:

Customer satisfaction tracking research (to measure improvement over time)
Quality tracking studies
Retail sales tracking
Dealer service tracking
Retailer quality audits
Certification programs to ensure compliance with predetermined industry benchmark standards
Clients gain access to weekly, monthly, or quarterly data on demand, via a customized extranet, to identify issues and enable quality and customer satisfaction process improvements.




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