By Dave Bean, FMW Associate Editor
May 2, 2023
The newly released 2023 J.D. Power U.S. Aftermarket Service Index (ASI) reveals that vehicle owners are less satisfied this year than last year with all three vehicle service categories that contribute to the study.
The most noticeable decline appears in ‘quick oil change’ which suffered an eighteen point dip. ‘Full-service maintenance and repair’ dropped seven points and ‘tire replacement’ lost six points. Also worth noting within these segments is a marked decline in satisfaction with the level of courtesy offered by service advisors.
“Independent service providers must remain focused on retaining their customer base,” said Leonard Martin, director of automotive retail at J.D. Power. “Aftermarket service facilities can increase customer loyalty and revenue by taking advantage of what they do best—being easier to do business with. Convenience, speed and price are very attractive to today’s vehicle owners who are looking for excellent service, and aftermarket service providers can leverage those factors to stem the tide of owners going to dealerships.”
Of note is that vehicle owners now expect independent service centers to provide a source of power to charge phones or use laptops. This apparently is no longer optional and those shops who do offer a power source receive higher satisfaction scores. A further increase in scores can be had by offering a dedicated workspace for customers and their electronic devices.
While car shops do need to keep up with customer demands for power sources, they also still need to keep the coffee and snacks readily available. Again, those service providers who do are more likely to experience an uptick in satisfaction scores. Providing a waiting area that allows customers to continue their work or home life without interruption has its rewards.
The proliferation of EVs is presenting an opportunity to vehicle service centers, especially those who specialize in tire replacement and repair. The weight of batteries, as well as instant acceleration and braking are taking a far greater toll on EV tires than their gasoline-powered counterparts.
The following are the Top 3 performers in categories included in the 2023 J.D. Power U.S. Aftermarket Service Index:
Full-Service Maintenance and Repair
- Christian Brothers Automotive Group
- Meineke Car Care Centers
- Goodyear Auto Service
Quick Oil Change
- Express Oil Change and Tire Engineers
- Take 5
- Valvoline Instant Oil Change
Tire Replacement
- Goodyear Auto Service
- Discount Tire
- Jiffy Lube
For more information about the U.S. Aftermarket Service Index (ASI) Study click here.
