COSTA MESA, Calif.— J.D. Power Inc. plans to recognize top performers later this year in two key automotive aftermarket categories — tire repair/replacement and oil change/general maintenance — during the 2019 Specialty Equipment Market Association (SEMA) Show.
The awards — being presented for the first time — are part of J.D. Power's new U.S. Aftermarket Service Index (ASI) study, which focuses on the service experience with aftermarket service providers in the Do It for Me (DIFM) market.
More specifically, the ASI study emphasizes customers with four to 10 years of vehicle ownership — a critical period during which vehicle warranty and most maintenance programs expire, the Costa Mesa-based market research company said.
J.D. Power plans to announce the top companies in these categories during the annual membership meeting of the Automotive Maintenance & Repair Association on Nov. 4 at the Venetian/Palazzo hotel complex.
Chris Sutton, vice president, auto retail for J.D. Power, will present the results of the new study at the meeting.
The ASI study builds on the Customer Service Index (CSI) study covering vehicle dealerships that J.D. Power has published for decades.
The company noted there are 280 million registered vehicles in the U.S., all requiring service. Vehicle maintenance, repair, oil change and tire revenue exceeds $296 billion, J.D. Power said, with aftermarket providers generating 70% and franchised car dealers the remainder.
The company stressed that the competition for the customer's service dollars continues to intensify as vehicle life spans and miles driven per vehicle grow, along with the mileage between required maintenance.
Among the questions J.D. Power said it hopes to address in the study are:
- How do people choose to service their vehicles, and why?
- Where do people choose to service their vehicles, and why?
- What factors influence their decisions, and by how much?
- How and why are customers retained or lost?
- Which service providers are leading the industry, and in what way?