In accordance with the J.D. Energy 2023 U.S. Aftermarket Service Index (ASI) Examine,SM launched at present, general satisfaction declines yr over yr within the three segments that comprise the examine (based mostly on a 1,000-point scale): fast oil change (-18 factors); full-service upkeep and restore (-7); and tire substitute (-6). Buyer satisfaction is decrease for the efficiency of the service advisor, particularly noting elevated wait instances, and fewer advisors offering useful recommendation. There’s additionally decrease satisfaction with service advisor courtesy. 

An in depth take a look at the drivers of satisfaction in every section reveals that satisfaction with fast oil change declines in all seven measures, with the biggest decline in service facility (-22); satisfaction with full-service upkeep and restore declining in six of seven measures, with satisfaction solely enhancing in ease of scheduling (+3); and tire and substitute declining in six of seven measures, with satisfaction enhancing solely with time to finish service (+1).

“Unbiased service suppliers should stay targeted on retaining their buyer base,” mentioned Leonard Martin, director of automotive retail at J.D. Energy. “Aftermarket service services can improve buyer loyalty and income by profiting from what they do greatest—being simpler to do enterprise with. Comfort, pace and worth are very engaging to at present’s automobile house owners who’re searching for glorious service, and aftermarket service suppliers can leverage these elements to stem the tide of householders going to dealerships.” 

The examine, now in its fourth yr, measures buyer satisfaction with aftermarket service services, offering a numerical index rating of the highest-performing services within the U.S. aftermarket. Efficiency in three segments—full-service upkeep and restore; fast oil change; and tire substitute—is predicated on the mixed scores for seven measures that comprise the automobile proprietor service expertise. These measures are (in alphabetical order): ease of scheduling/getting automobile in for service; equity of expenses; service advisor courtesy; service advisor efficiency; service facility; time to finish service; and high quality of labor.

Following are key findings of the 2023 examine:

Fast and simple facility fixes that enhance satisfaction: Bettering satisfaction at impartial service facilities may be so simple as offering complimentary snacks or electrical energy for purchasers’ digital units. The three facilities which have the biggest impact on satisfaction are provided lower than 15% of the time. Service facility satisfaction is 825 when complimentary snacks/drinks are provided, a 91-point improve vs. when they aren’t (734). Equally, facility satisfaction is 81 factors greater when suppliers make a tool charging station accessible than when this amenity will not be provided (735). Giving clients a workspace to plug in computer systems is one other straightforward strategy to increase satisfaction but is presently supplied solely 7% of the time.
 

Aftermarket service suppliers can get a income jolt: The ever-increasing electrical automobile (EV) market service wants and shorter size of service intervals is creating a possibility for aftermarket service suppliers. The examine finds that tire restore and substitute wants for EVs development a lot greater than the trade common for inside combustion engine (ICE) automobiles. The varieties of work being finished at a better price on EVs than the trade common embody tire upkeep (49% vs. 28%, respectively); tire restore (41% vs. 12%, respectively); and tire substitute (34% vs. 21%, respectively). “Aftermarket service suppliers can profit from a rise in tire substitute and restore enterprise as automakers provide extra EVs,” Martin mentioned. “The heavier EV weight as a consequence of batteries coupled with the moment torque ends in extra tire put on and tear, which is a chance for the aftermarket trade.”

Examine Rankings

The 2023 U.S. Aftermarket Service Index (ASI) Examine is predicated on responses from 11,194 automobile house owners. Survey information assortment was carried out on-line from January by way of March 2023. Survey respondents had been initially chosen from on-line shopper panels. Respondents had been screened for having aftermarket service carried out up to now 12 months.