In a recent report by J.D. Power, independent repair establishments have displayed a significant boost in their patron satisfaction ratings. The 2024 U.S. Aftermarket Service Index Study, which evaluates customer satisfaction with aftermarket service facilities, underscored the remarkable progress achieved by full-service maintenance and repair facilities, tire replacement stores, and quick oil change shops.
The analysis disclosed that independent repair facilities have excelled in delivering a more pleasant and effective service experience for customers. Factors such as improved service adviser performance and politeness, enhanced service facilities, and reduced service completion times have contributed to the increase in their ratings. Full-service maintenance and repair facilities observed a substantial 12-point surge in the most recent study, while tire replacement stores ascended by five points, and quick oil change shops saw a four-point increase.
Interestingly, customers have displayed a preference for independent repair facilities over dealership service departments, signalling a transformation in the automotive aftermarket industry. Dealerships have grappled with extended appointment wait times, leading to a clear opportunity for independent providers to compete not only on cost but also by delivering added value through a swifter and more convenient service experience.
Leonard Martin, the Director of Automotive Retail at J.D. Power, stressed the significance for aftermarket service providers to concentrate on enhancing service adviser performance, courtesy, and creating a hospitable environment for customers. He also highlighted the potential of technology in fostering transparency, trust, and support for the service provider, urging businesses to harness technology to enhance the customer experience.
Despite the praiseworthy performance of independent repair facilities, the analysis also revealed that franchised dealership service departments continue to maintain a higher level of trust among customers. Dealerships were rated higher for their use of technology to streamline service and their ability to carry out intricate repairs. This indicates that while independent repair facilities have made progress in customer satisfaction, there is still room for improvement in certain areas.
The study, which sourced data from 10,264 vehicle owners who had aftermarket service performed in the past year, assessed various aspects such as ease of scheduling, fairness of charges, service adviser courtesy, service facility, time to complete service, and quality of work.
In terms of satisfaction rankings, Christian Brothers emerged as the top performer for full-service maintenance and repair for the fifth consecutive year, followed by Meineke Car Care Centers and Midas. Express Oil Change and Tire Engineers secured the highest ranking in satisfaction for quick oil change for the second year in a row, with Take 5 and Valvoline Instant Oil Change following closely. Jiffy Lube claimed the highest satisfaction for tire replacement, with Meineke Car Care Centers and Midas securing the subsequent positions.
The significant improvements made by independent repair shops, as indicated by the J.D. Power study, suggest a changing landscape in the aftermarket service industry. The focus on customer-oriented improvements, efficiency, and technology utilization has propelled independent providers to effectively compete with franchised dealers and enhance the overall customer experience.