Skip to main content
Sister Publication Links
  • Automotive News
  • Rubber News
  • European Rubber Journal
Subscribe
  • Login
  • Register
  • Subscribe
  • Current Issue
  • Global Tire Report
    • ADAS
    • MID YEAR REPORT
    • TIRE MAKERS
    • COMMERCIAL TIRE
    • GOVERNMENT & LAW
    • MERGERS & ACQUISITIONS
    • OPINION
    • SERVICE ZONE
    • BEST PLACES TO WORK
    • OBITUARIES
  • HUMANITARIAN
  • Data
    • DATA STORE
  • Custom
    • SPONSORED CONTENT
  • Resources
    • ADVERTISE
    • Events
    • AWARDS
    • CLASSIFIEDS
    • DIRECTORY
    • SHOP FLOOR
    • ASK THE EXPERT
    • LIVESTREAMS
    • WEBINARS
    • SEMA LIVESTREAMS
    • RUBBER NEWS EVENTS
    • Best Places to Work
    • BALANCING
    • DEMOUNTING
    • SAFETY
    • TIRE REPAIR
    • TPMS
    • TRAINING
    • VEHICLE LIFTING
    • WHEEL TORQUE
  • DIGITAL EDITION
MENU
Breadcrumb
  1. Home
  2. Service Zone
January 15, 2021 12:08 PM

J.D. Power survey: Quick greeting key to customer satisfaction

Tire Business Staff
  • Tweet
  • Share
  • Share
  • Email
  • More
    Christian Brothers
    Christian Brothers Automotive Corp. ranked highest in satisfaction for full-service maintenance and repair according to a J.D. Power study.

    TROY, Mich. — There's a simple way to make customers happier when they walk into a shop.

    Say hello. Quickly.

    A new survey from J.D. Power found that saying hello and acknowledging customers upon arrival at an aftermarket service facility can improve customer satisfaction scores significantly, especially at full-service maintenance and repair, quick oil changes and tire replacement shops.

    Those scores decline when customers wait more than three minutes before they're acknowledged, according to the J.D. Power 2021 U.S. Aftermarket Service Index StudySM fueled by SurveyMonkey, released Jan. 14.

    "One of every 10 customers waits more than five minutes before speaking with someone at a service facility," Chris Sutton, vice president of automotive retail at J.D. Power, said. "Seeing as how the pandemic has affected service volume, it's really important to do a great job with the customers who do come through the door.

    "Not being acknowledged can make customers feel that their time isn't valued. Aftermarket service providers need to ensure someone is available to greet customers when they arrive, even if it's just to say, 'hello.' Otherwise, they run the risk of losing out on return business."

    The survey ranked companies based on seven measures that comprise the vehicle owner service experience: ease of scheduling/getting vehicle in for service; service adviser performance; service adviser courtesy; service facility; time to complete service; fairness of charges; and quality of work.

    Companies ranked by J.D. Power include:

    • Christian Brothers Automotive Corp. ranked highest in satisfaction for full-service maintenance and repair, followed by Big O Tires and Goodyear Tire & Auto Service.
    • Take 5 Oil Change ranked highest in satisfaction for quick oil change, followed by Valvoline Instant Oil Change and Kwik Kar.
    • Les Schwab Tire Centers ranked highest in satisfaction for tire replacement. Discount Tire was second and Costco third.

    Here are three other findings from the study, which now in its second year:

    Recommend service the right way
    When service personnel recommend additional work, it's important that customers understand its value and purpose.

    "Suggesting additional work can be a real test of trust," Mr. Sutton said. "Coming across as pushy or recommending perceived unnecessary work can negatively affect satisfaction, but downplaying potentially important work can result in a missed opportunity or even create safety concerns. It's critical that service personnel be able to justify their recommendations."

    Fix it right the first time

    Successfully completing work the first time is the most important Key Performance Indicator (KPI) to increase customer satisfaction.

    Pay attention to detail

    Maintaining a clean service facility — which has become more important since the pandemic began — can account for higher satisfaction scores.

    Satisfaction improves when the service facility is cleaner than customers expect. Additionally, satisfaction can improve when customers are contacted after service was completed.

    "Simple things — like explaining to customers about the facility's cleaning protocols — can make the difference between whether or not they willingly plan to return for future business or will recommend it to others," Sutton said. "Aftermarket service providers should pay special attention to simple actions that can enhance the customer experience."

    The 2021 ASI study was based on responses from 8,148 vehicle owners. Survey data collection was conducted online from July through October 2020.

    Letter
    to the
    Editor

    Do you have an opinion about this story? Do you have some thoughts you'd like to share with our readers? Tire Business would love to hear from you. Email your letter to Editor Don Detore at [email protected].

    Most Popular
    1
    Les Schwab, Discount Tire crack top 10 in customer service list
    2
    UPDATE: ITC to proceed with Thai truck tire dumping case
    3
    Analyst: Now is a good time for Goodyear to divest assets
    4
    Goodyear names Joe Burke VP of commercial unit
    5
    BFGoodrich inflation system wins new product award
    SIGN UP FOR NEWSLETTERS
    EMAIL ADDRESS

    Please enter a valid email address.

    Please enter your email address.

    Please verify captcha.

    Please select at least one newsletter to subscribe.

    Newsletter Center

    Staying current is easy with Tire Business delivered straight to your inbox.

    SUBSCRIBE TODAY

    Subscribe to Tire Business

    SUBSCRIBE
    Connect with Us
    • Facebook
    • LinkedIn
    • Twitter
    • Instagram
    • RSS

    Our Mission

    Tire Business is an award-winning publication dedicated to providing the latest news, data and insights into the tire and automotive service industries.

    Reader Services
    • Staff
    • About Us
    • Site Map
    • Industry Sites
    • Order Reprints
    • Customer Service: 877-320-1716
    Partner Sites
    • Rubber News
    • European Rubber Journal
    • Automotive News
    • Plastics News
    • Urethanes Technology
    RESOURCES
    • Advertise
    • Privacy Policy
    • Privacy Request
    • Terms of Service
    • Media Guide
    • Editorial Calendar
    • Classified Rates
    • Digital Edition
    • Careers
    • Ad Choices
    Copyright © 1996-2023. Crain Communications, Inc. All Rights Reserved.
    • Global Tire Report
      • ADAS
      • MID YEAR REPORT
      • TIRE MAKERS
      • COMMERCIAL TIRE
      • GOVERNMENT & LAW
      • MERGERS & ACQUISITIONS
      • OPINION
      • SERVICE ZONE
      • BEST PLACES TO WORK
      • OBITUARIES
    • HUMANITARIAN
    • Data
      • DATA STORE
    • Custom
      • SPONSORED CONTENT
    • Resources
      • ADVERTISE
      • Events
        • ASK THE EXPERT
        • LIVESTREAMS
        • WEBINARS
        • SEMA LIVESTREAMS
        • RUBBER NEWS EVENTS
      • AWARDS
        • Best Places to Work
      • CLASSIFIEDS
      • DIRECTORY
      • SHOP FLOOR
        • BALANCING
        • DEMOUNTING
        • SAFETY
        • TIRE REPAIR
        • TPMS
        • TRAINING
        • VEHICLE LIFTING
        • WHEEL TORQUE
    • DIGITAL EDITION