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Cost and affordability* are an increasingly important factors in the aftermarket service experience, according to the JD Power 2026 U.S. Aftermarket Service Index (ASI) StudySM.
“Affordability is playing an increasingly important role in the aftermarket service experience, but delivering on the fundamentals remains critical,” said Lisa Nguyen, manager of OEM Solutions at JD Power. “Index data show that aftermarket providers are largely executing where it matters most, with the majority of impactful key performance indicators (KPIs) completed more than 70% of the time and the top two – the service advisor being completely focused on customer needs and providing helpful guidance – exceeding 90% completion rates across segments.
“At the same time, there are clear opportunities to improve. Areas like facility cleanliness and comfort continue to lag, and more consistent customer engagement through immediate greetings and post-service follow-up can further elevate the experience and differentiate providers,” Nguyen said.**
“Index results show that aftermarket providers are perceived as more convenient than dealers, particularly in speed of service. Even among same-day dealer visits, fewer than one in five (17%) dealer service customers have work completed within an hour,1 compared with 52% of tire replacement customers and 49% of full-service maintenance and repair customers at aftermarket providers. This speed advantage reinforces why customers continue to choose aftermarket providers primarily for convenience and prior positive experiences. At the same time, a growing share of customers also cite lower costs as a factor, pointing to rising price sensitivity and underscoring the need for aftermarket providers to continue emphasizing both speed and value,” J.D. Power said in a release last month. [This is increasingly relevant since inflation, fuel and transportation costs continue to bedevil working people under the Trump Mis-Administration. – AutoCrat]*
Index Rankings
- Goodyear Auto Service ranks highest in the full-service maintenance and repair segment with a score of 846. Tuffy Tire and Auto Service Centers (843) ranks second and Christian Brothers Automotive (834) ranks third.
- Express Oil Change and Tire Engineers ranks highest in the quick oil change segment for a fourth consecutive year, with a score of 854. Take 5 (833) ranks second and Jiffy Lube and Valvoline Instant Oil Change (823) rank third, in a tie.
- Meineke Car Care Centers ranks highest in the tire replacement segment with a score of 856. Pep Boys (850) ranks second and Discount Tire (847) ranks third.
*AutoInformed on
- Trumped – National Average for Fuel Prices Climbing Yet Again
- CPI for Transportation Goods and Services Up 7%. Fuel 28%
- BTS – April 2026 Fuel Prices Soaring for U.S. End Users!
- AAA – National Gasoline Prices Hit Four Year High!
- Pep Boys to Run Auto Service Centers on U.S. Navy Bases
- J.D. Power – Dealer Service Satisfaction High, But…
**About the J.D. Power ASI
The U.S. Aftermarket Service Index (ASI) Study is now in its seventh year. ASI 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. “Franchise dealers and aftermarket service providers can use ASI to identify where to close gaps to capture more service customers and increase their revenue share in a growing market of aging vehicles and higher service spending,” J.D. Power said.
The 2026 study is based on responses from 10,572 vehicle owners. Survey data collection was conducted online from January through March 2026. Survey respondents were initially selected from online consumer panels. Respondents who indicated in the JD Power 2026 U.S. Customer Service Index (CSI) StudySM that they had taken their vehicle to an aftermarket provider were asked ASI questions within that survey experience. The data they provided is included in this year’s ASI study.
