How are customer surveys conducted when I go for the J.D. Power and Associates certification?
J. D. Power and Associates surveys customers who have had a recent support experience to determine their satisfaction level. Your customers will receive an email inviting them to participate in the research survey. The survey is conducted over the internet and is anonymous, and can be delivered immediately after the completion of the service event or within 6 months of completion of the service event. The second step is the comparison of these customer satisfaction results with a benchmark database that J.D. Power and Associates maintains for this program. This database tracks the customer satisfaction index for the technology support industry. The threshold for certification is defined as the 80th percentile, so your organization’s ratings must be in the top 20% of scores to qualify for certification.
