Following are key findings of the 2023 study:
• Aftermarket service providers' customer advocacy keeps up with dealers: The Net Promoter Scores (NPS) of independent service providers are competitive with those of franchised dealerships when comparing service visits for model-year 2020-2023 vehicles included in the 2023 ASI and the J.D. Power 2023 U.S. Customer Service Index (CSI) Study.
Independent service providers have an NPS score of 54 for full-service maintenance and repair, while dealerships have a score of 51. The NPS scores for tire replacement are 57 among dealerships and 56 among independent tire stores. NPS scores for oil changes are 54 for dealerships and 47 for quick oil change providers.
• Quick and easy facility fixes that improve satisfaction: Improving satisfaction at independent service centers can be as simple as providing complimentary snacks or electrical power for customers' electronic devices, J.D. Power suggested.
The three amenities that have the largest effect on satisfaction are offered less than 15% of the time. Service facility satisfaction is 825 when complimentary snacks/beverages are offered, a 91-point increase vs. when they are not (734). Similarly, facility satisfaction is 81 points higher when providers make a device charging station available than when this amenity is not offered (735). Giving customers a workspace to plug in computers can boost satisfaction yet is currently provided only 7% of the time.
• Aftermarket service providers can get a revenue jolt: The ever-increasing electric vehicle (EV) marketplace service needs and shorter length of service intervals is creating an opportunity for aftermarket service providers, according to J.D. Power.
The study finds that tire repair and replacement needs for EVs trend much higher than the industry average for internal combustion engine (ICE) vehicles. The types of work being done at a higher rate on EVs than the industry average include tire maintenance (49% vs. 28%, respectively); tire repair (41% vs. 12%, respectively); and tire replacement (34% vs. 21%, respectively).
"Aftermarket service providers can benefit from an increase in tire replacement and repair business as automakers offer more EVs," Martin said. "The heavier EV weight due to batteries coupled with the instant torque results in more tire wear and tear, which is an opportunity for the aftermarket industry."
The 2023 U.S. Aftermarket Service Index (ASI) Study is based on responses from 11,194 vehicle owners. Survey data collection was conducted online from January through March. Survey respondents were initially selected from online consumer panels. Respondents were screened for having aftermarket service performed in the past 12 months.