The 5 Worst Aftermarket Service Brands According to J.D. Power
The 2024 U.S. Aftermarket Service Index Study by J.D. Power reveals significant improvements in customer satisfaction across three key service segments—full-service maintenance and repair, tire replacement, and quick oil changes. This year's study highlights a rebound in overall satisfaction following declines observed last year, with full-service maintenance and repair witnessing the most notable rise (an increase of 12 points on a 1,000-point scale), followed by gains in tire replacement (5 points) and quick oil changes (4 points). The enhancements are attributed to better performance and courtesy by service advisors, upgraded service facilities, and reduced service completion times. Amid escalating wait times for appointments at franchised dealerships, aftermarket service providers have gained a competitive edge by offering more accessible and quicker services, such as drive-in options without prior appointments.
The study, now in its fifth year, ranks Christian Brothers Automotive Corp., Express Oil Change and Tire Engineers, and Jiffy Lube as leaders in their respective segments, indicating consistent high performance in delivering customer satisfaction. Key insights from the study also touch on demographic trends where Gen Z customers show lower satisfaction levels compared to Gen Y, particularly in tire replacement and full-service maintenance. Service advisors play a crucial role in addressing this gap by fostering trust and long-term loyalty among younger customers. Moreover, the use of multimedia documentation like photos and videos during multi-point inspections significantly boosts customer trust and likelihood of approving recommended repairs. While franchised dealerships still lead in trustworthiness and technological adoption for complex repairs, aftermarket facilities excel in ease of access and customer service, challenging dealerships in these areas.
This article was co-written using AI and was then heavily edited and optimized by our editorial team.
The 5 Worst Aftermarket Service Brands According to J.D. Power
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Firestone
798pts out of 1,000pts Photo credit: Firestone
Pep Boys
797pts out of 1,000pts Photo credit: Pep Boys
Tires Plus
792pts out of 1,000pts Photo credit: Tires Plus
Mavis Discount Tires
785pts out of 1,000pts Photo credit: Mavis Discount Tires
Monro Auto Service and Tire Centers
784pts out of 1,000pts Photo credit: Monro Auto Service and Tire Centers