J.D. Power: Customer Satisfaction Drops for Aftermarket Service

May 16, 2023

Consumers are less satisfied with their aftermarket service providers, according to the J.D. Power 2023 U.S. Aftermarket Service Index (ASI) Study. Users gave tire replacement providers lower scores in six of seven measures.

This is the fourth year J.D. Power surveyed consumers on their experiences at quick oil change, full-service maintenance and repair facilities and tire replacement businesses. The 2023 study includes responses from 11,194 vehicle owners who had aftermarket service performed on their vehicle in the previous 12 months. All three categories of businesses earned lower marks than the prior study.

The one bright spot in the tire replacement category was a one-point increase (on a 1,000-point scale) in the time it took to complete service. Overall, the satisfaction score for tire replacement was down six points. (Quick lube scores dropped 18 points, and full service repair scores fell by seven points.)

Consumers are asked to rate these seven measures:

  • ease of scheduling/getting vehicle in for service;
  • fairness of charges;
  • service advisor courtesy;
  • service advisor performance;
  • service facility;
  • time to complete service;
  • and quality of work.

“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.”

J.D. Power highlighted three key findings from the 2023 study:

The Net Promoter Scores of new car dealers and independent service providers are similar for tire replacement, as well as quick lube and maintenance and repair shops. When comparing service visits for model year 2020-2023 vehicles, independent tire stores earned a 56, compared to a 57 for franchised dealerships. In oil changes, dealerships hold the edge, with a 54, while quick oil change providers earned a 47. Full-service repair businesses earned a 54 for repairs, compared to a 51 by dealerships.

Snacks and power supplies in the waiting area matter to consumers. J.D. Power says providing complimentary snacks or drinks, or electrical power access for consumers' devices, increased satisfaction scores by 91 points and 81 points, respectively. And, J.D. Power says the amenities that affected scores the most were offered by aftermarket service providers less than 15% of the time.

Electric vehicles (EVs) can drive opportunities for service providers, as EV owners are needing some services more frequently than their counterparts who own internal combustion engine vehicles. Among the services consumers said they needed more often:

  • tire maintenance 49%, compared to 28%
  • tire repair, 41% compared to 12%
  • tire replacement, 34% compared to 21%.

“Aftermarket service providers can benefit from an increase in tire replacement and repair business as automakers offer more EVs,” Martin said. “The heavier EV weight due to batteries coupled with the instant torque results in more tire wear and tear, which is an opportunity for the aftermarket industry.”

Top aftermarket service providers

The survey also includes a ranking of the top aftermarket service providers in all three categories.

In tire replacement, Goodyear Auto Service stores earned the highest satisfaction ranking, with a score of 840. Discount Tire ranked second, with a score of 835, and Jiffy Lube was third at 832.

In the full service maintenance and repair category, Christian Brothers Automotive Corp. had the top score (832) for the fourth consecutive time,  Meineke Car Care Centers ranked second with a score of 806, followed by Goodyear Auto Service with 804 points.

For quick oil changes, Express Oil Change and Tire Engineers had the best score with 843 points, ahead of Take 5 (815 points) and Valvoline Instant Oil Change (803 points.)