J.D. Power dials up customer-satisfaction research

To enhance its online capabilities for customer-satisfaction research, J.D. Power and Associates has licensed CustomerSat.com's Web Survey System. The software includes respondent identification technologies; unique pop-up-on-exit capabilities for intercepting Web site visitors as they leave a site or complete an online purchase; and a CRM module, which integrates call centers and other customer support centers with online customer satisfaction measurement and reporting.

J.D. Power and Associates has specialized in measuring customer satisfaction since 1868. Both firms will leverage their best practices and capabilities to provide clients with customer satisfaction, retention and loyalty benchmarks.