J.D. Power, an information-services firm known especially for its customer-satisfaction studies of new cars, has relaunched its primary public-facing website, converting the site into a decidedly consumer-oriented car-shopping tool. The site provides rankings and reviews and a new 100-point rating system.
The new J.D. Power website looks to us like a 180-degree shift from the firm’s old site. Responding to our questions about the change, a company representative acknowledged that “J.D. Power’s site, which has long been industry-focused, now features a consumer-friendly format with data sourced from more than 3 million verified, peer-to-peer reviews and all of the company’s studies.” Behind that matter-of-fact response, our guess is that a change this dramatic involved a great deal of angst, a fair amount of internal conflict, and a gutsy judgment call from the highest organizational level.
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