J.D. Power Study Measures Aftermarket Service Experience
October 4, 2019— A new study from J.D. Power, the inaugural J.D. Power Aftermarket Service Index (ASI) Study, will measure the service experience with aftermarket service providers in the Do it For Me (DIFM) market, with emphasis on customers with 4-10 years of vehicle ownership—a critical period during which vehicle warranties and most maintenance programs expire.
Vehicle maintenance, repair, oil change and tire revenue exceeds $296 billion, of which aftermarket providers capture 70% percent and franchised dealers capture 30 percent. With longer vehicle lifespans, more miles driven per vehicle and increasing mileage between required maintenance, the competition for customers’ service dollars will only get more intense.
The study, fueled by SurveyMonkey Audience, will analyze service quality, service initiation, service advisor, service facility, vehicle delivery, and price and value.
Chris Sutton, vice president of automotive retail at J.D. Power, is the subject-matter expert who will provide insight into the study.
The study results will be published Oct. 30, 2019.