J.D. Power: Automotive Aftermarket Lags in Technology, Communication With Customers

The latest J.D. Power U.S. Aftermarket Service Index Study released this week shows satisfaction continuing to improve throughout the aftermarket service sector, but highlighted areas needing attention from the industry.

Of the three aftermarket segments looked at, tire replacement had the biggest spike in satisfaction, increasing by 19 points on a 1,000-point scale. The second-largest improvement was quick oil change with a 17 point bump, followed by full-service maintenance and repair with a 15 point increase.

The study also found the aftermarket sector is lagging behind franchised dealerships in customer trust for the use of technology to make service more efficient. On a seven-point scale, dealership customers scored their trust in this area an average of 6.16, with tire replacement customers rating an average of 5.98, full-service maintenance and repair customers 5.97, and quick oil change customers 5.92.

Additionally, though 56% of tire replacement and quick oil change customers preferred receiving text messages for service updates, some shared they receive phone calls instead. 

This can play a major role in satisfaction—when customers who prefer text messages are contacted via their preferred method, their overall satisfaction score is 854, and satisfaction with their advisor is 861, marking a respective 34 and 31 point increase over the study’s average in these areas.

Across all three segments, most customers are receiving multipoint inspections with vehicle service, but the study found aftermarket providers less likely to include photos or videos with it. 

Service providers who include digital documentation for customers saw a higher chance of them approving recommended repairs, with 41% of customers going through with them. For shops not including photo and video, this number drops all the way to 17%.

Also seen across all three segments was the value of less common amenities. Charging stations for electronics and complimentary snacks and beverages were the most appreciated amenities, while also being the least common. For quick oil change providers specifically, providing charging stations had the greatest impact on satisfaction, bringing an additional 101 points. For tire replacement, the biggest increase in satisfaction (+103 points) came from snacks and beverages.

Within the full-service maintenance and repair segment, Christian Brothers Automotive topped the list for a sixth consecutive year with a score of 855. It’s followed by Meineke Car Care Centers’ score of 843, and Goodyear Auto Service with 828.

“The aftermarket service industry is gradually returning to normal following major disruptions caused by the pandemic, including limited technician availability,” said Leonard Martin, director of automotive retail at J.D. Power. “However, there is still room for improvement, especially in areas like facility cleanliness; post-service follow-up to ensure work was performed satisfactorily; and promptly attending to customers upon arrival. Across all three segments in the study, completion rates for these three key performance indicators remain below 50%. By improving these rates, aftermarket service providers have a strong opportunity to buoy customer satisfaction.”