Gen Z Has Lower Satisfaction Rates When it Comes to Aftermarket Service Providers, J.D. Power Finds

TTAC Staff
by TTAC Staff
Photo credit: grinny / Shutterstock.com

The latest findings from the J.D. Power 2024 U.S. Aftermarket Service Index (ASI) Study reveal a significant increase in overall customer satisfaction across three critical sectors: full-service maintenance and repair, tire replacement, and quick oil change. Particularly noteworthy is the substantial improvement observed in full-service maintenance and repair, followed closely by tire replacement and quick oil change services.


Convenience Emerges as Key Catalyst

Amidst the backdrop of prolonged appointment wait times at franchised dealerships, aftermarket service providers are gaining momentum by offering no-appointment drive-in service or minimal wait times for appointments. This trend underscores a palpable shift among customers towards prioritizing convenience and efficiency in their service interactions.


Capitalizing on Opportunities for Enhancement

Leonard Martin, director of automotive retail at J.D. Power, emphasizes that aftermarket service providers can capitalize on this opportunity not only to compete on pricing but also to enhance customer value through faster and more streamlined service experiences. “Younger customers are less likely to have a service provider with whom they are familiar, and they may need more guidance from advisors in order to build a trusting relationship,” Martin said. “This is an opportunity for aftermarket providers to create new long-time loyal customers when they have been provided with satisfying experiences.”


Technology Integration Bolsters Trust and Advocacy

The study underscores the pivotal role of technology utilization in fostering transparency, trust, and advocacy among customers. Notably, incorporating photo and video documentation for recommended repairs emerges as a significant trust-building measure, resulting in a notable increase in the likelihood of recommended work being completed.


Catering to the Needs of Younger Customers

Younger customers, particularly Gen Z, demonstrate lower satisfaction levels compared to older generations, posing a unique challenge for service providers. Establishing trust and nurturing long-term relationships with younger customers through personalized guidance and fulfilling experiences represent pivotal strategies for aftermarket providers to cultivate brand loyalty.


Dealerships Maintain Trust Advantage in Specific Areas

While aftermarket service facilities excel in terms of ease of doing business, franchised dealerships maintain a higher level of customer trust in certain aspects, such as technology utilization and handling complex repairs. This underscores the importance of striking a balance between convenience and trustworthiness to meet evolving customer preferences effectively.


Study Rankings Validate Excellence

Christian Brothers Automotive Corp., Express Oil Change and Tire Engineers, and Jiffy Lube emerge as the top performers in their respective segments, reflecting consistent excellence in customer satisfaction. These rankings underscore the significance of delivering high-quality service experiences to uphold a competitive edge in the aftermarket service landscape.


This article was co-written using AI and was then heavily edited and optimized by our editorial team.

TTAC Staff
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  • Varezhka The biggest underlying issue of Mitsubishi Motors was that for most of its history the commercial vehicles division was where all the profit was being made, subsidizing the passenger vehicle division losses. Just like Isuzu.And because it was a runt of a giant conglomerate who mainly operated B2G and B2B, it never got the attention it needed to really succeed. So when Daimler came in early 2000s and took away the money making Mitsubishi-Fuso commercial division, it was screwed.Right now it's living off of its legacy user base in SE Asia, while its new parent Nissan is sucking away at its remaining engineering expertise in EV and kei cars. I'd love to see the upcoming US market Delica, so crossing fingers they will last that long.
  • ToolGuy A deep-dive of the TTAC Podcast Archives gleans some valuable insight here.
  • Tassos I heard the same clueless, bigoted BULLSHEET about the Chinese brands, 40 years ago about the Japanese Brands, and more recently about the Koreans.If the Japanese and the Koreans have succeeded in the US market, at the expense of losers such as Fiat, Alfa, Peugeot, and the Domestics,there is ZERO DOUBT in my mind, that if the Chinese want to succeed here, THEY WILL. No matter what one or two bigots do about it.PS try to distinguish between the hard working CHINESE PEOPLE and their GOVERNMENT once in your miserable lives.
  • 28-Cars-Later I guess Santa showed up with bales of cash for Mitsu this past Christmas.
  • Lou_BC I was looking at an extended warranty for my truck. The F&I guy was trying to sell me on the idea by telling me how his wife's Cadillac had 2 infotainment failures costing $4,600 dollars each and how it was very common in all of their products. These idiots can't build a reliable vehicle and they want me to trust them with the vehicle "taking over" for me.
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