Auto retail may be seeing improvements in the sector, but so too is aftermarket service — which has seen overall satisfaction increased in the United States after experiencing year-over-year slumps last year, according to J.D. Power.
The company’s 2024 U.S. Aftermarket Service Index (ASI) Study, released at the very end of April, shows that satisfaction rebounded across the three segments J.D. Power had examined in its study: full-service maintenance and repair (up 12 points on a 1,000-point scale), tire replacement (up five points) and quick oil change (up four points).
“This is a key opportunity for aftermarket providers to not only compete with franchised dealers on price, but also to add customer value with a quicker and easier service experience,” said Leonard Martin, Director of Automotive Retail at J.D. Power, in a statement.
Martin added that aftermarket service providers should continue to focus on service advisor performance, along with courtesy and creating a welcoming environment for consumers who wait at the facility. “In addition, technology utilization can inspire transparency, trust and strong advocacy for the service provider,” he said.
Increases in all three segments of aftermarket service were largely helped by the three elements Martin mentioned: improved service advisor performance, courtesy, and enhancements/improvements in service facilities and the time it takes to complete a service.
As U.S. consumers are facing record-high appointment wait times at franchised dealerships, they are finding it easier to head over to an aftermarket service provider thanks to a no-appointment drive-in service. And if there is an appointment, it is only a few days wait. However, dealerships do have a higher level of customer trust than aftermarket service facilities.
