Customer Service Advisory
Optimize the experience at every customer interaction
JD Power Customer Service Advisory focuses on improving service quality wherever customers engage—contact centers, digital channels, self‑service, and in‑person support. Built on independent benchmarks and the voice of the customer, these programs provide clarity into current performance, identify operational gaps, and establish a practical path to delivering efficient, consistent, and high‑quality service experiences across the organization.
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The Right Data for Discovering Where You Stand
• 50+ Customer Satisfaction Studies Comprise Our Benchmarks
• 600+ Top-Performing Contact Centers Researched To Build Our Operational Best Practices
• 350+ Operational Best Practices Available
• 22 Categories Of Operational Best Practices On Our Scorecard
Better Experiences, Lower Effort, Measurable Results
Clients, from large organizations with hundreds of global support locations to those with more specialized US-centric operations, have achieved excellent results:
• 171% increase in average customer spend
• 86pt increase in satisfaction in 4 months
• 24% reduction in employee attrition
• 33% decrease in customers saying they will definitely switch
• 36% decrease in customers needing to provide info more than once
• $80M savings from call avoidance and reduction in hiring and training costs
Key Features
Become the Customer Service Leader Everyone Wants to Be
• Organization that are dedicated to performance excellence and want their company and customers to know it have the opportunity to become certified through our rigorous Customer Service Excellence Certification Program. The program directly addresses the performance your customers and management value most, offering meaningful recognition by a trusted, credible source.
Identify the Gaps Between Average and Best‑in‑Class
• Surface operational behaviors that differentiate strong service experiences
• Diagnose root causes behind poor customer perceptions
• Focus improvement efforts on the areas that matter most to customers
Prioritize Smart Improvements That Scale
• Evaluate improvement opportunities based on impact and feasibility
• Align service investments to outcomes such as satisfaction, effort reduction, and loyalty
• Create repeatable, sustainable service improvement programs across teams and channels
Who Customer Service Advisory Is Built For
• Organizations with contact centers, customer care teams, or service operations
• Customer experience, service operations, and transformation leaders
• Teams responsible for improving assisted service, digital service, or self‑service channels
