The latest J.D. Power U.S. Aftermarket Service Index Study reveals what’s causing an increase in satisfaction for quick lube customers, according to a press release on Business Wire.
J.D. Power combines scores from seven different factors that businesses are evaluated on: ease of setting up appointments, fair prices, service advisor courtesy, service advisor performance, service facility, time to complete service, and quality of work.
Now in its fifth year, the study found a four point (on a 1,000 point scale) increase in overall satisfaction for the quick oil change industry, with tire replacement seeing a five point increase. Following a gradual year-over-year decline, the improvement seen in this year’s study is attributed to service advisor performance, enhanced facilities, and convenient wait times.
Leonard Martin, J.D. Power’s director of automotive retail, noted how the results underscore the importance of service advisors and creating a welcoming environment for customers. The study found that younger, Gen Z customers experience a lower rate of satisfaction compared to older age groups, presenting an opportunity for service advisors to guide them and establish trust, Martin also noted.
When looking at different brands, Express Oil Change and Tire Engineers scored the highest in satisfaction for the quick oil change segment for the second consecutive year in a row. The company was followed by Take 5 Oil Change, and Valvoline Instant Oil Change in third place.
For the first time, Jiffy Lube ranked the highest in satisfaction for tire replacement, followed by Meineke Car Care Centers and Midas.
“Aftermarket service providers should continue to focus on service advisor performance, courtesy and creating a welcoming environment for customers who wait at the facility,” surmised Martin. “In addition, technology utilization can inspire transparency, trust and strong advocacy for the service provider.”
