The JD Power 2022 US Aftermarket Service Index found consumers who choose aftermarket service providers do so based on 1 of the 8 categories covered by the study - “ease of doing business”. In the remaining seven aspects of servicing a vehicle with tires, oil changes, or maintenance, dealership fixed ops departments come out on top.
The other seven categories covered in the study are:
By the numbers. A specifically interesting finding in the data shows aftermarket providers with a singular service edge out a dealer's complete service offerings. On a 7-point scale, independent maintenance, tire, or oil change businesses scored between .07 and .17 points higher than franchise service centers.
"Don't make me turn this car around!" Another KPI was the rate of success on the first visit. Customers who visited full-service franchise locations reported a 94% first visit success, while 97% reported satisfaction at single service locations.
Everybody's different. Ease and speed of service, low cost, and convenient scheduling played nearly equal roles in choosing a service provider. However, Gen X, Gen Y, and Boomers all say positive past experience trumps price and convenience.
The study shows a recipe for attracting new business and what makes someone a repeat customer. Draw in new people by communicating speed, ease, and fair pricing, then keep them with all your accuracy, polite knowledgeable interactions, and commitment to making their service hassle-free.