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 longer vehicle life spans, more miles driven per vehicle and increasing mileage between required maintenance, the competition for customer’s service dollars will only get more intense.
For decades, J.D. Power has published the Customer Service Index (CSI) Study – the industry benchmark for automakers in identifying customer trends with dealer service.
Like CSI, J.D. Power’s new Aftermarket Service Index (ASI) Study measures the 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 two key categories: Oil Change/General Maintenance and Tire Repair/Replacement.
Service experience analysis includes:
- Price and Value
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 influence their decisions, and by how much?
- How and why are customers retained or lost?
- Which service providers are leading the industry, and in what ways?