Are you listening to the voice of the customer? ft. Kristin Kolodge of JD Power

In this episode of I’m a Car Chick, Shasta sits down with Kristin Kolodge, Vice President and Head of Auto Benchmarking and Mobility Development at J.D. Power — a woman whose work quite literally shapes the global automotive industry.
Kristin oversees the world’s most influential vehicle quality and customer experience studies, including the Initial Quality Study (IQS), APEAL, VDS, and TXI, along with J.D. Power’s future mobility research. If you’ve ever seen a commercial where a manufacturer bragged about “J.D. Power Awards”… yep. That’s her world.
Together, we unpack the why behind the data — and what dealerships, OEMs, consumers, and even EV skeptics need to know.
In this episode, we dive into:
● How Kristin went from mechanical engineering to running global benchmarking at J.D. Power
● What today’s vehicle quality landscape actually looks like (and what’s changing fast)
● Why customer expectations are rising faster than manufacturers can keep up
● The difference between initial quality, long-term dependability, and tech experience
● The truth about EV satisfaction, charging frustrations, and adoption roadblocks
● Practical insights for dealers on improving customer trust and communication
● How future mobility trends will reshape the car biz over the next decade

This episode is the ultimate blend of data, strategy, consumer psychology, and real-world dealership impact — told through the lens of one of the most influential women in the automotive industry.

Connect with Kristin Kolodge on LinkedIn:
 👉 https://www.linkedin.com/in/kristin-kolodge/

Kristin Kolodge
 Vice President & Head of Auto Benchmarking and Mobility Development, J.D. Power
Kristin Kolodge leads all global vehicle quality research at J.D. Power, including the industry-defining Initial Quality Study (IQS), APEAL Study, Vehicle Dependability Study (VDS), and Tech Experience Index (TXI). She also oversees mobility development initiatives, creating future-focused solutions for OEMs navigating the evolving landscape of electrification, autonomy, safety, and consumer behavior.
Kristin holds a bachelor’s degree in mechanical engineering from Michigan Technological University and a master’s degree in engineering management from the University of Michigan.
Her work influences manufacturers, dealerships, and consumers worldwide — shaping decisions across product development, quality improvement, and customer experience.

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