A moment of focus: Our customers

Strengthening customer partnership, value, and success

 



A message from Steve Smith, President Europe & Australia

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Steve shares context on our focus going forward and what customers can expect from JD Power across Europe. 

 

At JD Power, we are evolving how we show up for our customers across Europe and Australia –  building on what we’ve heard from our customers and teams, and focusing on clearer ownership, stronger partnership, and delivering value in everything we do. 

Customer Success at the centre of the experience

JD Power is strengthening its Customer Success approach across Europe and Australia – with clear account ownership, building long-term partnerships and more structured engagement. 

Customer Success is focused on proactive partnership – working closely with customers to understand their goals and objectives, support the use of our products and platforms, and ensuring the value of our solutions translates into meaningful outcomes for your business. 

Customer Success will serve as the central hub for ongoing customer partnership, working closely with Sales, Marketing, Product, and the experts in our Professional Services team to ensure a consistent and value-focused experience. 

It also strengthens how customer feedback is represented internally, ensuring a stronger voice of the customer in how we develop and deliver our products and services. 

What this means for our customers

This shift is centred on how we not only operate and support customers day-to-day, but also long term, including:

  • Clear support routes and enhanced resource centres 
  • Extended collaboration and engagement across customer teams
  • Continued investment in trusted products and platforms
  • Enhanced technology in our support routes, aiding us on our journey of continuous improvement
  • Focused on delivering value and helping our customers to grow with us

Focused on distinct customer needs

We support customers across different parts of the automotive ecosystem, each with their own priorities, challenges, and market dynamics. 

By taking a more tailored approach, we aim to ensure that the insight, support, and recommendations you receive are relevant to your specific sector and business context. 

This enables us to provide a more informed perspective on your market, bring a stronger understanding of customer needs into our solutions, and ensure your voice is well represented within our business. 

 

We support customers across: 

  • OEM Solutions
  • Dealer Solutions
  • Finance
  • Insurance
  • Auto-Adjacent industries and partnerships

OUR VALUES

In designing, producing, and selling vehicles. 

By delivering trusted, easy-to-use tools and robust analytics that enable smart decisions. 

By providing data-driven customer insights across a variety of auto-adjacent industries. 

Innovative: We solve problems with great ideas, anticipating solutions to POWER the future. 

Collaborative: We work as One JD Power team with deep expertise to deliver our best every day. 

Grounded in Data: We are unmatched in our ability to deliver products that serve unmet customer needs that others cannot. 

For customers by giving them insights, world-class analytics, and seamless workflows that make them more successful. 

For ourselves by working together as we leverage our capabilities and make the complex simple. 

We hold ourselves accountable to operational excellence in all that we do. 

We keep our eyes on the end goal, overcoming any obstacles that get in our way.