The J.D. Power 2023 U.S. Aftermarket Service Index (ASI) Study revealed that overall satisfaction declined year over year in the study’s three segments: quick oil changes, full-service maintenance and repair, and tire replacement.
With a numerical index ranking of the top-performing facilities in the American aftermarket, the study, now in its fourth year, assesses customer satisfaction. The cumulative ratings for the seven variables that make up the vehicle owner service experience are used to determine performance in three segments: full-service maintenance and repair, rapid oil changes, and tire replacement.
The ASI Study is based on responses from 11,194 vehicle owners. Survey data collection was conducted online from January through March 2023. Survey respondents were initially selected from online consumer panels. Respondents were screened for having aftermarket service performed in the past 12 months.
The following are the key findings of the 2023 study:
Customer advocacy among aftermarket service providers matches that of dealers: When comparing service visits for model-year 2020-2023 vehicles included in the 2023 ASI and the J.D. Power 2023 U.S. Customer Service Index (CSI) Study, independent service providers’ Net Promoter Scores (NPS) are competitive with those of franchised dealerships.
Study Rankings
- Christian Brothers Automotive Corp- highest in satisfaction for full-service maintenance and repair for a fourth consecutive time.
- Meineke Car Care Centers
- Goodyear Auto Service
- Express Oil Change and Tire Engineers ranks highest in satisfaction for quick oil changes
- Take 5
- Valvoline Instant Oil Change
- Goodyear Auto Service ranks highest in satisfaction with tire replacement
- Discount Tire
- Jiffy Lube
