Les Schwab, Christian Brothers nab top spots in J.D. Power rankings

COSTA MESA, Calif. — Les Schwab Tire Centers and Christian Brothers Automotive are considered tops among U.S. consumers for replacement tire service and general automotive maintenance, respectively, according to new research from J.D. Power, the market data and analytics firm.

Les Schwab Tire outpaced the competition in the tire replacement category, J.D. Power said, and tied with Christian Brothers Automotive for automotive maintenance satisfaction.

Costa Mesa-based J.D. Power based its rankings for the inaugural U.S. Aftermarket Service Index Study on responses from 12,554 vehicle owners surveyed in August-September 2019. J.D. Power employed SurveyMonkey Audience to help compile the responses.

Satisfaction scores tend to increase when aftermarket service advisers perform consistent service processes, J.D. Power said, such as a vehicle walkaround before initiating service and when the customer is contacted after the work was completed.

J.D. Power estimates the value of vehicle maintenance, repairs, oil changes and tire service in the U.S. exceeds $296 billion annually, with aftermarket providers capturing 70% and franchised car dealers the rest.

Les Schwab ranked highest in satisfaction for tire replacement, with a score of 824 out of 1,000. Discount Tire/America's Tire ranked second (793), followed by Costco Wholesale (780), Goodyear Tire & Auto Service (771) and Sam's Club (763), J.D. Power said.

Other retailers that finished above the industry average were Tire Kingdom, Firestone Complete Auto Care and Big O Tires L.L.C.

In general maintenance, Les Schwab and Christian Brothers Automotive tied for first with a score of 823. Grease Monkey (782), Goodyear Tire & Auto Service (780) and Valvoline Instant Oil Change (754) followed.

Results were based on the combined scores of six different consumer measures, the Costa Mesa-based market research firm said.

In tire replacement, 20% of respondents said service initiation was the most important factor, followed by fairness of charges and service quality (tied at 18%), service adviser (16%), vehicle pickup (15%) and service facility (13%).

In vehicle maintenance, 19% of respondents said fairness of charges was the most important factor for customer satisfaction, followed by service quality and service advisor (tied at 18%), service facility (16%), service initiation (15%) and vehicle pickup (14%).

Fixing the vehicle right the first time was the most important activity for increased customer satisfaction, cited by respondents 93% of the time in general maintenance and 94% in tire replacement, J.D. Power said.

More than half of Baby Boomers (56%) cited past experience as the most important factor in choosing a repair facility, as opposed to Generation Z customers, who mostly chose repair facilities on the recommendations of others, it said.

The older a vehicle, the more likely motorists are to turn to the aftermarket for service, according to J.D. Power.

Among respondents, 33% had service performed by a new-vehicle dealership during the first year of ownership, compared with 21% for owners of five-year-old vehicles and 18% for owners of nine-year-old vehicles.