Customer satisfaction in the aftermarket, clients prefer IAM but official networks are better in some key areas

According to a JD Power 2025 survey, satisfaction continues to improve across all three segments. Tire replacement sees the greatest improvement (+19 points on a 1,000-point scale), followed by quick oil change (+17) and full-service maintenance and repair (+15). Improved service completion time and greater perceived fairness of charges are key factors driving the boosts in satisfaction.

Aftermarket service providers lag when it comes to use of technology

 Compared with aftermarket providers, franchised dealerships continue to garner higher levels of customer trust for the use of technology to make service more efficient—and the gap has become more pronounced during the past year. Scores from dealership customers in this area average 6.161 (on a 7-point scale), compared with scores from tire replacement customers (5.98); full-service maintenance and repair customers (5.97); and quick oil change customers (5.92). Similarly, aftermarket providers also trail dealerships in customer trust when it comes to performing complex vehicle repairs.

Customers prefer text message updates—but are more likely to receive phone calls

More than half (56%) of tire replacement customers and quick oil change customers cite text messages as their preferred method of work update communication, but some say they received phone calls instead. When customers who indicate a preference for text messaging receive texts, their overall satisfaction score is 854 and satisfaction with their advisor is 861. These scores are, respectively, 34 and 31 points above the study averages in these areas.

Photo and video multi-point inspection (MPI) results being used more frequently

In all three segments, most customers receive an MPI along with their vehicle service, but aftermarket providers are less likely to provide an accompanying picture or video. Service providers who do provide this digital documentation have a much easier time getting customers to accept additional work recommendations. For instance, among full-service maintenance and repair customers who receive an MPI with photo/video, 41% have the recommended work done. Without photo/video, only 17% of customers who receive an MPI choose to have additional work done.

Charging stations have greatest effect on satisfaction

Across all three segments, charging stations for computers/phones and complimentary snacks/beverages are the most appreciated service facility amenities, yet they are among the least frequently offered. Providing charging stations has the greatest effect on service facility satisfaction among quick oil change customers (+101 points), while offering complimentary snacks/beverages is most influential on satisfaction among tire replacement customers (+103 points).

Study Rankings

Christian Brothers Automotive ranks highest in the full-service maintenance and repair segment for a sixth consecutive year, with a score of 855. Meineke Car Care Centres (843) ranks second and Goodyear Auto Service (828) ranks third. 

Express Oil Change and Tire Engineers ranks highest in the quick oil change segment for a third consecutive year, with a score of 845. Take 5 (826) ranks second and Jiffy Lube (819) ranks third.

Midas ranks highest in the tire replacement segment with a score of 863. Jiffy Lube (857) ranks second and Meineke Car Care Centres (856) ranks third. 

The U.S. Aftermarket Service Index (ASI) Study, now in its sixth year, 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 factors that comprise the vehicle owner service experience. These factors 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.

The 2025 study is based on responses from 10,348 vehicle owners. Survey data collection was conducted online from February through April 2025. Survey respondents were initially selected from online consumer panels. Beginning in 2025, respondents who indicated in the J.D. Power 2025 U.S. Customer Service Index (CSI) Study^SM that they had taken their vehicle to an aftermarket provider were asked ASI questions within that survey experience.