Member Spotlight: J.D. Power

Welcome to our Member Spotlight series where we explore the diverse companies that are contributing to the development of autonomous vehicles for a safer, more mobile and connected world. We spoke with J.D. Power about how they are amplifying the consumer voice in the deployment and adoption of autonomous vehicle technology.

How Is J.D. Power Involved in the Automated Vehicle Ecosystem?

J.D. Power is a trusted industry authority for understanding the Voice of the Customer, and everyone would agree that customer insights are critical to the vehicles we drive today and the mobility solutions of tomorrow. Since 2019, J.D. Power has conducted an annual consumer survey called Mobility Confidence Index (MCI) Study, which provides a comprehensive measurement of consumer readiness for fully automated, self-driving vehicles across multiple transportation modalities. These include personal vehicles, public transit, commercial vehicles and robotaxis. The results are optimized for use by automakers, Automated Vehicle (AV) companies, insurance companies, Departments of Transportation (DOTs), policy makers and more.

In 2023, J.D. Power expanded its exploration into L4/L5 Automated Driving Systems (ADS) to understand both what robotaxi riders have to say about their experience, as well as to understand what those who have this transportation option in their community and choose not to ride have to say. J.D. Power surveyed riders and non-riders in Phoenix and San Francisco to understand rider satisfaction and non-rider perceptions of AVs based on their interactions with robotaxis in their community. In 2024, the research is expanding to include Dallas, Las Vegas and Los Angeles. Understanding and sharing firsthand experiences as consumers begin to use robotaxis is an opportunity for industry stakeholders to educate the public, illustrate value and build trust. These research studies are valuable to the future of AVs.

The company’s ongoing research into automated vehicles is just one area where J.D. Power is delivering critical industry data and insight into the transformation of the automobile industry. The J.D. Power EV Index,^SM an analytics tool to track the growing electric vehicle (EV) market in the United States, was recently selected by the U.S. Department of Energy (DOE) to help establish benchmarks and monitor ongoing development of EV infrastructure nationwide, and the J.D. Power Tech Experience Index Study^SM has become a critical source of industry intelligence on new consumer technology adoption. These initiatives build on a foundation of widely recognized benchmarks for consumer engagement with automobiles and new vehicle technologies, such as the J.D. Power Initial Quality Study,^SM the J.D. Power Automotive Performance, Execution and Layout (APEAL) Study^SM and the J.D. Power Vehicle Dependability Study. ^SM

^{Why is the Work of J.D. Power Important?}

J.D. Power is a global leader in automotive data and analytics, and provides industry intelligence, consumer insights and advisory solutions to the automotive industry and selected non-automotive industries. J.D. Power leverages its extensive proprietary datasets and software capabilities combined with advanced analytics and artificial intelligence tools to help its clients optimize business performance.

The company’s role in ensuring the safety of automated vehicles is rooted in amplifying consumer perception and experience, where applicable, with ADS. It is important to have an unbiased third-party that can provide an unfiltered view of the health of adoption without having to wade through the lens of a biased perspective. J.D. Power is vested in elevating the mobility industry to implement quality solutions that meet or exceed customer expectations. In the world of ADS, customer expectations are fluid and having an AVIA member solely focused on that will add to the bench strength of objectivity and credibility.

^{Why is J.D. Power a Member of AVIA?}

J.D. Power joined to amplify the consumer voice in the critical conversations surrounding automation technologies. By capturing the details of those consumer perspectives — the specific adoption rates of new tech features, challenges, concerns and other variables — we can not only deliver critical benchmarks, but also put a spotlight on the key issues that need to be solved before the technology reaches mass adoption.

Throughout history, consumer acceptance of technology is vitally important to the trajectory of adoption. J.D. Power can provide the pulse of consumer acceptance for L4/L5 AV technology and track how actions and/or recent events might influence consumer sentiment. The United States can have the strongest legislative policies for AV deployment but, without a mobility solution that consumers want, trust and fits their lifestyle, any solution would be—metaphorically speaking—stuck in neutral.