The 5 Worst Aftermarket Service Providers According to J.D. Power

The 2024 U.S. Aftermarket Service Index (ASI) Study, released by J.D. Power, reveals a rebound in overall customer satisfaction across three key segments of the automotive service industry: full-service maintenance and repair, tire replacement, and quick oil changes. The study highlights significant improvements, with full-service maintenance and repair experiencing the largest increase in satisfaction (+12 points on a 1,000-point scale). This recovery in customer satisfaction is primarily attributed to enhancements in service advisor performance and courtesy, along with improved service facilities and reduced service completion times. Amidst this backdrop, aftermarket service providers continue to attract customers, especially with the convenience of no-appointment drive-in services and shorter wait times for appointments compared to franchised dealerships.

The study also sheds light on demographic trends and opportunities for enhancing customer trust and loyalty. For instance, Gen Z customers show notably lower satisfaction compared to Gen Y, particularly with tire replacements and full-service maintenance. The study suggests that service advisors play a crucial role in improving satisfaction among younger customers by fostering trust and offering more personalized guidance. Furthermore, the study underscores the potential benefits of providing photo and video documentation of recommended repairs during multi-point inspections, noting a significant increase in the likelihood of customers authorizing recommended work when such evidence is presented. Overall, the study concludes that while franchised dealerships may be perceived as more trustworthy in some aspects, aftermarket facilities are considered easier to deal with, thereby enhancing their competitive edge in customer service.

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This article was co-written using AI and was then heavily edited and optimized by our editorial team.