Customer Testimonials
"I can personally attest that Charles is one of the heroes, perhaps an unsung one, behind the success of J. D. Power and Associates. In the mid-80's, John U. hired Charles to help him instill a new level of research discipline and to groom a team of skilled researchers. Charles helped take the company's research products and processes to a level where they became fully defensible, of high quality and integrity. The "message" of its research still generated plenty of slings and arrows over the years. But thanks to Charles' daily operational management and focus on quality, its armor was strong. Without Charles and the team of talented researchers he helped to shape, JDPA might have become only a brief footnote in the story of customer satisfaction."  March 28, 2011

Walt Hilker
President, Hilker Research & Consulting Inc.
Former Research Director, JD Power & Associates

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“Charles brought a more rational view to measuring customer satisfaction and loyalty by relating causative factors to results, rather than just creating a report card alone. With his insights, we could create actions and responses that would have otherwise only been guesswork.” February 15, 2009 

Top qualities: Great Results , Expert , High Integrity 

Chuck Halper (former VP Service at Nissan North America, Hyundai Motors, Mitsubishi Motors, Suzuki Motors)
Hired Charles as a Business Consultant in 1992 (at Nissan and again in 1998 at Hyundai)

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“Charles Shillingburg and his organization provided leading edge qualitative and quantitative market research and directly supported Nissan and Infiniti divisions in identification of improvement opportunities and development of retail processes and best practice standards. I highly recommend Charles and his organization.” February 13, 2009 

Top qualities: Great Results , Expert , High Integrity 

Bob Doran, Retail Process, CSI & Dealer Support Mgr., Nissan North America (Former Manager Dealer Analysis in charge of Nissan and Infiniti Customer Satisfaction Programs)
Hired Charles as a Market Research and Process Development in 1994 (through 2006). 

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“I have known and worked with Charles since 1999. What differentiates Charles from virtually all other colleagues with whom I have worked is that he is extremely bright and knowledgeable while also being able to get things done in a timely and cost-effective manner.” February 13, 2009 

Bob Shullman, Co-Founder & CEO , The Willard & Shullman Group (Full-Service Marketing and Media Research Company)  Currently, President Ipsos Mendelsohn Research.

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“As Executive Vice President of both J.D. Power and Research Information Center, I had the pleasure of twice working with Charles. I found him to be highly intelligent, very creative and always motivated to do excellent work in whatever he was involved in. He worked very effectively with his staff, and they responded with consistent high quality work. If I were starting a business today, he would be the first person I would want to hire. Needless to say, I would recommend him unconditionally." 

John Uhles, Former Executive VP Operations J.D. Power & Associates and Executive VP Operations RICI (Greyhound Armour Dial)  February 27, 2009

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