Ontario’s RPRA Releases 2022 RRCEA Program Fees for Tire Producers
RPRA has posted the final 2022 RRCEA Program Fees for producers of Blue Box materials;…
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Jun 8, 2022
Vehicle owners say the ease of doing business with an aftermarket service facility is a key reason they choose them rather than a franchised new-vehicle dealer for some types of service. According to the J.D. Power 2022 U.S. Aftermarket Service Index (ASI) Study,SM released today, dealer service facilities hold an advantage in consumer perception with one exception: customers say aftermarket service providers are easy to do business with, outperforming dealer service facilities specific to general maintenance, tire replacement and oil change services.
“During the depths of the pandemic, many dealers increased emphasis on their service business,” said Leonard Martin, director of automotive retail at J.D. Power. “To remain competitive, independent service providers must understand that it’s important to build on the competitive advantage of being easier to do business with—which is something franchise dealers typically fail to communicate to their sales and service customers. This facet of the business includes location, hours of operation, scheduling procedures and overall friendliness. Customers want to be acknowledged immediately and then served hassle-free.”
The study, now in its third year following its debut in 2019, measures customer satisfaction with aftermarket service facilities, providing a numerical index ranking of the highest-performing facilities in the U.S. aftermarket. Performance in three segments—full-service maintenance and repair; quick oil change; and tire replacement—is based on the combined scores for seven measures that comprise the vehicle owner service experience. These measures are (in alphabetical order): ease of scheduling/getting vehicle in for service; fairness of charges; service advisor courtesy; service advisor performance; service facility; time to complete service; and quality of work.
Following are key findings of the 2022 study:
“As American consumers emerge from the pandemic, the demand for automotive service is on the upswing, and their service expectations remain high,” Martin said. “This research confirms that independent specialty service providers still have a strong place in the market, especially if they emphasize strengths that include convenient locations and ease of doing business.”
Source: J.D. Power
Tire and Rubber Association of Canada
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