Over time, changes in technology, market conditions, and consumer behavior drive challenges with voice of the customer measurement. Data collection, access to audiences, and operational logistics have evolved, and so must the measurement ecosystem. J.D. Power recognizes the need to proactively adapt, to ensure continued success for clients. As such, by 2025 all utilities studies will be transitioning to a modular methodology.
Modular methodology deconstructs the traditional survey style of response collection. In simple terms, the modular approach takes the core of the traditional index and moves it to the front of the survey, capturing a short list of questions and overall satisfaction at the beginning of the survey in 10 minutes or less. After the core, there is a series of shorter survey blocks. This style gives us better access to sample and is a better user experience. All respondents must complete the core, and may opt out of additional modules.
There are many advantages to switching to modular methodology, including:
All U.S. utilities studies will transition to the modular methodology over time.
The Water Utility Residential Customer Satisfaction Study has transitioned to the modular methodology for the 2024 study.
All other utilities studies will transition to modular in 2025. View study dates and details here >>
We understand you may have questions, and we are here to help. Our dedicated team of industry experts will be with you every step of the way as we modernize and improve our methodology.