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J.D. Power
Automotive Consulting Solutions
Bringing Action to the Voice of the Customer
We help automotive clients deliver on expectations
With industry experts and proven methods that yield measurable improvements, we help develop a competitive advantage by integrating the Voice of the Customer into the areas of strategic planning, product development, manufacturing, engineering, supply chain operations, launch and production, and sales and service. Our independent, objective and data-driven approach:
Independent & Objective
Ability to provide objective feedback around best practices and effectively support development teams with cross-industry insights to provide a broader perspective of how to execute solutions
Experience & Knowledge
More than 125 factory assessments.Over 1,000 vehicle/component evaluations across 5 continents over 20 years. We integrate consumer research, industry knowledge, and real-world experience to drive actionable recommendations.
Consumer First Advocates
Utilize “Voice of the Customer” and market requirements to assure that products and processes are capable and focused on improving quality, customer satisfaction and ultimately the business metrics
Dedicated Global Team
A global automotive team made up of researchers, engineers, product planners, and retail consultants dedicated to helping our clients reach their objectives
Automotive Consulting Solutions
We offer solutions tailored to work within the framework of our client’s production systems, research and development centers, design studios and dealerships.
Quality System Development & Management
Improve product quality, lower warranty costs & improve customer satisfaction
Technology Development & Implementation
Meet customer demand & expectations on vehicle technology
Contenting Optimization
Equip planners with data to meet customer expectations while reducing costs
Production Process & Quality Improvements
Improving production quality & efficiency
Retail Research, Certification & Training
Provide consistent, best-in-class sales and service experiences
Product Planning, Manufacturing & Engineering
Quality System Development & Management
Is your goal to improve product quality, lower warranty costs, and improve customer satisfaction throughout your product portfolio?
An effective quality system requires organization-wide alignment of well-established KPIs.
J.D. Power uses its proprietary data and experienced consultants to drive process and product improvements at all levels of the product development cycle.
KPI development and alignment with customer expectations
New product development (benchmarking & evaluation)
Current product support (evaluation, countermeasure development, & tracking)
Technology Development & Implementation
Is the technology in your vehicles meeting the demand and expectations of customers?
OEMs and suppliers often struggle to keep up with the ever-changing expectations consumers have with the technology in their vehicle. Successfully integrating the right technological advancements into automotive products requires a precise balance between user-friendliness and innovation.
J.D. Power consultants combine years of experience with syndicated and proprietary data to help our clients design, develop, and implement user-friendly technologies that meet consumer's needs.
User interface & user experience (UI/UX) development
Mobile application development (benchmarking & evaluation)
Advanced Driver Assistance System (benchmarking & evaluation)
Contenting Optimization for Profitablity & Sales Performance
Are your product planners equipped with the best data to meet customer expectations while also reducing costs?
Unnecessary build complexity increases costs, manufacturing variation, and makes it more difficult for customers to match their needs/wants with inventory. Offering products that meet customer expectations, while also minimizing complexity, requires a unique combination of data and expertise.
J.D. Power uses proprietary build configuration data, syndicated VoC data, and ad-hoc consumer research to match customer wants/desires with an efficient and cost effective packaging/contenting strategy.
Vehicle planning optimization
Build configuration optimization
Production Process & Quality Improvements
Do you need help improving quality and efficiency within your production process?
Our process improvement consulting engagements are designed to improve a client’s marketplace performance and resultant financial success. The technique to achieving this can be directly correlated to ensuring the product is correctly and consistently assembled to customer satisfaction target requirements – in a more coordinated, accurate, timely and cost effective manner.
Production system assessment & improvement support
Quality information system (QIS) assessment & enhancement
Launch readiness assessment
Transportation & processing system assessment
Retail Solutions
Dealership Research, Certification & Training
Does your dealer network provide a consistent, best-in-class sales and service experience for your customers?
A poor sales or service experience can lead to a loss of confidence with the brand, creating defectors and rejectors and resulting in the loss of revenue from vehicle sales and parts.
Improve the dealership experience by leveraging J.D. Power's proprietary SSI and CSI syndicated data, combined with J.D. Power's in-dealership consulting programs. These programs effectively leverage syndicated sales and service best practices to improve the customer experience. J.D. Power retail consultants, who have a broad range of retail experience in improving customer satisfaction, provide the ability to analyze and address root-cause issues impacting dealer performance.
Sales & service rejector and defector research
Dealership training and certification
Customer experience management
Our Client Results
In The News
Experts You Can Count On
Doug Betts
Doug Betts is the President of the Automotive Division at J.D. Power. He is responsible for leading the strategy and operations for J.D. Power’s entire automotive division, which includes operations in the Americas, Europe and Asia Pacific.
Prior to joining J.D. Power in 2017, Mr. Betts was at Apple, Inc., where he helped lead the introduction of Apple’s latest product innovations. Previously, he held senior executive roles in global manufacturing and quality at FCA-Chrysler Automobiles as Senior Vice President & Global Head of Quality with responsibilities covering all Fiat and Chrysler brands and services around the world; Nissan Motor Corp, as senior vice president of Total Customer Satisfaction for North and South America including Nissan and Infiniti brands; and Toyota Motor Manufacturing as General Manager of Quality for full size trucks, SUV’s and minivans.
Mr. Betts received a bachelor’s degree in Mechanical Engineering from Georgia Tech.
Geoffrey Mortimer-Lamb
Geoffrey Mortimer-Lamb is Vice President, Global Automotive Product Consulting at J.D. Power, where he works directly with automotive clients in all major global markets on improving product quality and business performance. His responsibilities include product strategy and development, engineering, supply base, manufacturing and information systems.
Before joining J.D. Power in 2003, Mr. Mortimer-Lamb was with J.D. Power Asia Pacific for 4 years, providing companies in Japan with market research and consulting services. Additionally, he initiated, launched and managed the Sales Satisfaction Index Study and Customer Satisfaction Index Study in Japan.
Mr. Mortimer-Lamb earned a bachelor’s degree in English (specializing in business communications) from the University of Victoria in Canada.
Chris Sutton
Chris Sutton is Vice President, U.S. Automotive Retail Practice at J.D. Power. He is responsible for the company’s U.S. syndicated retail studies, Sales Satisfaction Index (SSI) and Customer Service Index (CSI). Additionally, his team conducts proprietary research and tracking engagements, including sales rejecter, service defection measurement, and sales, service and Internet mystery shops. The team also conducts strategic consulting engagements that support client customer experience improvement, as well as numerous in-dealership consulting engagements resulting in demonstrated improvement.
Prior to joining J.D. Power in 2005, Mr. Sutton spent 12 years at Ford Motor Company in various field and corporate positions, gaining experience in sales, marketing, dealer franchising, vehicle operations and customer experience program management.
Mr. Sutton speaks regularly at automotive industry conferences and has been quoted in The Wall Street Journal; The New York Times; Automotive News; The Washington Post; and USA Today.
Mr. Sutton earned a bachelor’s degree from Indiana University and an MBA from Miami University in Ohio.