1 Thing We're Talking About: Independent repair shops improve scores in J.D. Power study

Improved service adviser performance and courtesy, enhancements in service facilities and time to complete service all helped full-service maintenance and repair facilities, tire replacement stores and quick oil change shops improve their scores in the J.D. Power 2024 U.S. Aftermarket Service Index Study released April 30.

All three of those segments slumped in last year's study, which measures customer satisfaction with aftermarket service facilities on a 1,000-point scale, providing a numerical index ranking of the best performing shops in the U.S. aftermarket. Full-service maintenance and repair jumped 12 points in the latest study, while tire replacement stores gained five points and quick oil change shops were up four points.

Customers seemed to prefer these independent repair facilities over dealership service departments, which have struggled with long wait times for appointments.

"This is a key opportunity for aftermarket providers to not only compete with franchised dealers on price, but also to add customer value with a quicker and easier service experience," said Leonard Martin, director of automotive retail at J.D. Power. "Aftermarket service providers should continue to focus on service adviser performance, courtesy and creating a welcoming environment for customers who wait at the facility. In addition, technology utilization can inspire transparency, trust and strong advocacy for the service provider."

The study showed aftermarket service customers found independent repair providers easier to do business with, giving them an average score of 6.26 on a 7-point scale. Franchised dealership customers rated their service provider an average of 6.09.

But the study wasn't all bad news for franchised dealership service departments. The study found dealerships had a higher level of trust than independent repair facilities. Dealerships received a 6.09 score on a 7-point scale for the use of technology to make service more efficient. And dealerships got a 6.12 mark from customers for their ability to perform complex repairs. Independent shops received a 5.83 score.

The study was based on responses from 10,264 vehicle owners who had aftermarket service performed in the past year. Data was collected online from January through March.

Facilities were judged on: ease of scheduling/getting vehicle in for service; fairness of charges; service adviser courtesy; service adviser performance; service facility; time to complete service; and quality of work.

Christian Brothers was tops in satisfaction for full-service maintenance and repair for the fifth year in a row. Meineke Car Care Centers and Midas tied for second.

Express Oil Change and Tire Engineers ranked highest in satisfaction for quick oil change for the second consecutive year. Take 5 came in second and Valvoline Instant Oil Change was third.

Jiffy Lube was highest in satisfaction for tire replacement for the first time, followed by Meineke Car Care Centers and Midas.