07/02/2025
Customer Survey: Aftermarket repairers make strides but still face technology and communication gaps
Source: aftermarket MATTERS
Satisfaction continues to improve across all three segments examined in the J.D. Power 2025 U.S. Aftermarket Service Index (ASI) Study, released on Tuesday. Tire replacement sees the greatest improvement (+19 points on a 1,000-point scale), followed by quick oil change (+17) and full-service maintenance and repair (+15).
The 2025 study is based on responses from 10,348 vehicle owners. Survey data collection was conducted online from February through April 2025. Improved service completion time and greater perceived fairness of charges are key factors driving the boosts in satisfaction.
“The aftermarket service industry is gradually returning to normal following major disruptions caused by the pandemic, including limited technician availability,” said Leonard Martin, director of automotive retail at J.D. Power. “However, there is still room for improvement, especially in areas like facility cleanliness, post-service follow-up to ensure work was performed satisfactorily, and promptly attending to customers upon arrival.
“Across all three segments in the study, completion rates for these three key performance indicators remain below 50%. By improving these rates, aftermarket service providers have a strong opportunity to buoy customer satisfaction.”
Following are some key findings of the 2025 study:
- Aftermarket service providers lag when it comes to use of technology: Compared with aftermarket providers, franchised dealerships continue to garner higher levels of customer trust for the use of technology to make service more efficient — and the gap has become more pronounced during the past year. Scores from dealership customers in this area average 6.16 (on a 7-point scale), compared with scores from tire replacement customers (5.98); full-service maintenance and repair customers (5.97); and quick oil change customers (5.92). Similarly, aftermarket providers also trail dealerships in customer trust when it comes to performing complex vehicle repairs.
- Customers prefer text message updates — but are more likely to receive phone calls: More than half (56%) of tire replacement customers and quick oil change customers cite text messages as their preferred method of work update communication, but some say they received phone calls instead. When customers who indicate a preference for text messaging receive texts, their overall satisfaction score is 854 and satisfaction with their advisor is 861. These scores are, respectively, 34 and 31 points above the study averages in these areas.
- Photo and video multi-point inspection (MPI) results being used more frequently: In all three segments, most customers receive an MPI along with their vehicle service, but aftermarket providers are less likely to provide an accompanying picture or video. Service providers who do provide this digital documentation have a much easier time getting customers to accept additional work recommendations. For instance, among full-service maintenance and repair customers who receive an MPI with photo/video, 41% have the recommended work done. Without photo/video, only 17% of customers who receive an MPI choose to have additional work done.
- Less common amenities have greatest effect on satisfaction: Across all three segments, charging stations for computers/phones and complimentary snacks/beverages are the most appreciated service facility amenities, yet they are among the least frequently offered. Providing charging stations has the greatest effect on service facility satisfaction among quick oil change customers (+101 points), while offering complimentary snacks/beverages is most influential on satisfaction among tire replacement customers (+103 points).
Study Rankings
Christian Brothers Automotive ranks highest in the full-service maintenance and repair segment for a sixth consecutive year, with a score of 855. Meineke Car Care Centers (843) ranks second and Goodyear Auto Service (828) ranks third.
Express Oil Change and Tire Engineers ranks highest in the quick oil change segment for a third consecutive year, with a score of 845. Take 5 (826) ranks second and Jiffy Lube (819) ranks third.
Midas ranks highest in the tire replacement segment with a score of 863. Jiffy Lube (857) ranks second and Meineke Car Care Centers (856) ranks third.