IQS (Initial Quality Study)
J.D. Power's IQS study uses (PP100) problems per 100 vehicles as a measure of initial quality, with a lower score reflecting better quality. A score of 225 signifies 225 problems reported per 100 vehicles. Following corporate policy, J.D. Power does not release the scores of models scoring below the industry average.
CSI (Customer Satisfaction Index)
The CSI study examines customer satisfaction with vehicle quality and dealer service at 12-18 months of ownership. CSI performance factors are problems experienced, service advisor, service performance, service timing and facility appearance.
SSI (Sales Satisfaction Index)
The J.D. Power SSI Study is a consumer-driven measure of customer satisfaction with the vehicle sales and delivery process. According to the study, there are six major factors impacting satisfaction with the dealership at the time of purchase. They are Sales Experience, Explanation at Delivery, Price Evaluation, Delivery Timing, Salesperson Knowledge and Post-Delivery Contact.
APEAL (Automotive Performance, Execution and Layout)
This study is based on responses from new-vehicle owners and measures what excites and delights them regarding their vehicle's features and design. Overall performance is assessed for eight vehicle factors: engine/transmission; cockpit/instrument panel; ride/handling; heating, ventilation and cooling; comfort and convenience; sound system; seats; and vehicle styling/exterior.
CFS (Consumer Financing Satisfaction Study)
CFS is a measure of customer satisfaction with the entire finance process among new-car buyers at one to six months of ownership. Performance is measured by four factors that determine satisfaction. These are application process, approval and documentation, finance advisor and loan value. Application process evaluates attributes such as speed of completing the application process, ease of filling out paperwork, variety of loan plans offered, and lack of hassles during the finance process. Approval and documentation relates to speed of approval, ease of resolving problems, and degree to which loan meets individual needs. Loan value, which evaluates competitiveness of interest rates and other aspects of the loan term, contributes least to satisfaction with the finance process. The financial institution which gets the highest score is ranked as number one.
TCSI (Tire Customer Satisfaction Index Study)
The J.D. Power Original Tire Customer Satisfaction Index Study examines owner evaluations with tires that were originally fitted in the vehicle at the time of new car delivery. This does not necessarily mean original equipment tires since some buyers have a tendency to change tires at the time of delivery. The overall performance is assessed on fifteen attributes, grouped into four factors: appearance, wearability, traction, and highway performance. A higher score reflects better quality. |
