Satisfaction levels are on the rise across all segments in the J.D. Power 2025 U.S. Aftermarket Service Index (ASI) Study.
Tire replacement saw the greatest improvement, up 19 points on a 1,000-point scale, followed by quick oil change (+17) and full-service maintenance and repair (+15). Key factors driving these boosts include improved service completion times and greater perceived fairness of charges.
The study, now in its sixth year, measures customer satisfaction with aftermarket service facilities. Performance is evaluated in three segments: full-service maintenance and repair, quick oil change, and tire replacement, across seven factors including ease of scheduling, fairness of charges, service advisor courtesy, service advisor performance, service facility, time to complete service and quality of work.
Technology use lags
Franchised dealerships continue to outperform aftermarket service providers in customer trust regarding the use of technology for efficient service.
Dealership customers scored an average of 6.1611 on a seven-point scale, compared to 5.98 for tire replacement customers, 5.97 for full-service maintenance and repair customers, and 5.92 for quick oil change customers.
Dealerships also lead in customer trust for complex vehicle repairs.
Text message updates preferred
More than half of tire replacement and quick oil change customers prefer text message updates, but many still receive phone calls. Customers who receive texts report higher satisfaction scores, with overall satisfaction at 854 and advisor satisfaction at 861, both significantly above study averages.
Photo, video boost acceptance of additional work
Customers receiving multi-point inspections (MPI) with photo or video documentation are more likely to accept additional work recommendations. Among full-service maintenance and repair customers, 41 per cent who receive an MPI with photo/video have the recommended work done, compared to only 17 per cent without photo/video.
Amenities impact satisfaction
Charging stations for computers/phones and complimentary snacks/beverages are highly appreciated but infrequently offered. Providing charging stations boosts satisfaction among quick oil change customers by 101 points, while offering snacks/beverages increases satisfaction among tire replacement customers by 103 points.
The findings are based on responses from 10,348 vehicle owners collected online from February to April 2025.
Image credit: Depositphotos.com
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