J.D. Power’s 2023 U.S. Aftermarket Service Index (ASI) Study was released last week, which found that consumer satisfaction with aftermarket service has declined.
Of the three segments making up the study, based on a 1,000-point scale, quick oil change saw an overall decrease in satisfaction of 18 points; full-service maintenance and repair saw a 7-point decrease; and tire replacement had a 6-point decrease.
The area of lowest satisfaction was with service advisors, specifically with a lack of helpful advice, courtesy, and longer wait times.
The only area of improvement for full-service maintenance and repair was the ease of scheduling, which gained 3 points in satisfaction. The tire and replacement segment’s only improvement was with time to complete service, gaining 1 point.
Quick oil change did not see any improvements. The point of lowest satisfaction for this segment was in service facility, suffering a 22-point drop.
“Convenience, speed and price are very attractive to today’s vehicle owners who are looking for excellent service,” Director of Automotive Retail at J.D. Power, Leonard Martin stated, “and aftermarket service providers can leverage those factors to stem the tide of owners going to dealerships.”
