These 5 Aftermarket Service Providers are the Worst According to J.D. Power
The 2024 U.S. Aftermarket Service Index (ASI) Study by J.D. Power highlights a significant recovery in customer satisfaction across the automotive service industry. Evaluating full-service maintenance and repair, tire replacement, and quick oil changes, the study found full-service maintenance and repair experienced the largest increase in satisfaction, rising by 12 points on a 1,000-point scale. This improvement is attributed to enhanced service advisor performance and courtesy, better service facilities, and reduced service completion times. Aftermarket service providers are increasingly preferred by customers due to the convenience of no-appointment drive-in services and shorter wait times compared to franchised dealerships.
The study also reveals demographic trends affecting customer satisfaction, particularly noting that Gen Z customers report lower satisfaction levels compared to Gen Y, especially in tire replacements and full-service maintenance. Service advisors are crucial in improving satisfaction among younger customers by fostering trust and providing personalized guidance. Additionally, providing photo and video documentation during multi-point inspections significantly increases the likelihood of customers authorizing recommended repairs. Overall, aftermarket facilities are seen as easier to deal with, which enhances their competitive edge in customer service despite some trust advantages held by franchised dealerships.
Monro Auto Service and Tire Centers
784 out of 1,000pts
Mavis Discount Tire
785 out of 1,000pts
Tires Plus
792 out of 1,000pts
Pep Boys
797 out of 1,000pts
Firestone Complete Auto Care
798 out of 1,000pts