Consumers in the United States are less satisfied with aftermarket service providers, a new J.D. Power study finds.
In a news release, the company said its 2023 U.S. Aftermarket Service Index (ASI) Study, which was released May 2, shows that overall consumer satisfaction declined year-over-year in the three segments the study is based on. Those segments, which consider a 1,000-point scale, are: quick oil change (-18 points), full-service maintenance and repair (-7), and tire replacement (-6).
“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,” said Leonard Martin, director of automotive retail at J.D. Power.
The study findings may be particularly interesting to automotive retailers; they will also need to ensure they remain focused on retaining their customer base along with any new customers shifting away from aftermarket providers.
The study looks at what drives satisfaction in each of the three segments that J.D. Power reviewed. It found that consumer satisfaction in the quick oil change category declined in all seven measures — with the largest decline coming from the service facility (-22).
Full-service maintenance and repair was down six out of seven measures; consumer satisfaction only improved in ease of scheduling (+3). Tire and replacement also declined in six of seven measures, although satisfaction did improve with the time-to-complete service (+1), according to J.D. Power.
A key finding of the report also highlights three amenities that have the largest effect on satisfaction, which they say is offered less than 15 per cent of the time: complimentary snacks/beverages, a device charging station, and a workspace that allows consumers to plug in their computers.
