Marketing Strategy, Text and Cases 6th Edition by Ferrell,Michael Hartline

Exercise 3

D. Power and Associates (www.jdpower.com) is a well-known research company specializing in the measurement of product quality and customer satisfaction. Explore their website to look at their customer satisfaction ratings for a number of industries. What role will third-party firms like J.D. Power play in the future given the increasing use of internal customer satisfaction metrics?