Study
Automotive

U.S. Aftermarket Service Index (ASI) Study

NEW for 2021!

Survey enhancements have been made to the ASI Study, including new insights related to:

  • The use of technology in appointment scheduling and service updates
  • Feedback on facility comfort and cleanliness
  • The use of mobile service and alternative transportation options

 

With 280 million registered vehicles in the United States, every one of them requires service. Vehicle maintenance, repair, oil change and tire revenue exceeds $296 billion, of which aftermarket providers capture 70% share while franchised dealers capture 30%. As the automotive industry continues to experience clear service shifts with improved vehicle quality, increasing mileage between required maintenance, and exploration into mobile service offerings, the competition for customer’s service dollars will only get more intense.

The Solution

The J.D. Power Aftermarket Service Index (ASI) Study measures the full range of the customer service experience but emphasizes customers with 4-10 years of vehicle ownership—a critical period during which vehicle warranty and most maintenance programs expire. The ASI Study focuses on the service experience with the aftermarket service providers in the Do it for Me (DIFM) market.

Top performers are benchmarked based on survey findings that are segmented into three key categories: Full Service Maintenance & Repair, Quick Oil Change and Tire Replacement.
Service experience analysis includes:

  • Initiation
  • Facility
  • Advisor Performance
  • Quality
  • Courtesy of Personnel
  • Price and Value
  • Time to Complete Service

The Benefits

Study subscription will provide in-depth information and insight into the aftermarket service experience, helping subscribers to understand:

  • How do people choose to service their vehicles, and why?
  • Where do people choose to service their vehicles, and why?
  • What factors contribute to a great customer experience… and what
  • frustrates customers?
  • How and why are customers retained or lost?
  • •Which service providers are leading the industry, and in what ways?