Vehicle Owners Express Lower Satisfaction with Aftermarket Service Providers, J.D. Power Finds
Customer satisfaction is lower for the performance of the service advisor, specifically noting increased wait times, and fewer advisors providing helpful advice.
- Customer satisfaction is lower for the performance of the service advisor, specifically noting increased wait times, and fewer advisors providing helpful advice.
- Convenience, speed and price are very attractive to today’s vehicle owners who are looking for excellent service, and aftermarket service providers can leverage those factors to stem the tide of owners going to dealerships.”
The study, now in its fourth year, measures customer satisfaction with aftermarket service facilities, providing a numerical index ranking of the highest-performing facilities in the U.S. aftermarket. - These measures are (in alphabetical order): ease of scheduling/getting vehicle in for service; fairness of charges; service advisor courtesy; service advisor performance; service facility; time to complete service; and quality of work.
- Aftermarket service providers can get a revenue jolt: The ever-increasing electric vehicle (EV) marketplace service needs and shorter length of service intervals is creating an opportunity for aftermarket service providers.