The aftermarket service letdown: what’s causing customer dissatisfaction

When you buy a car, it’s not just a one-time purchase. You’re also buying into a relationship with the automaker and its service network. And for many car buyers, the quality of that relationship is just as important as the vehicle itself.

But according to a recent survey by J.D. Power, the quality of that relationship is falling short. The survey found that overall satisfaction with automotive aftermarket service has declined for the third consecutive year.

The survey, which measures customer satisfaction with the service experience at automotive dealerships, found that satisfaction with the service experience has dropped by 10 points to 781 (on a 1,000-point scale) in 2021. This decline comes after a 9-point drop in 2020 and an 8-point drop in 2019.

So, what’s causing this decline in customer satisfaction with aftermarket service? There are several factors at play.

Lack of communication and transparency

One of the biggest complaints from customers is a lack of communication and transparency from service providers. Customers want to know what’s going on with their vehicle, and they want to be kept informed throughout the service process.

But too often, service providers fail to provide updates or keep customers in the loop. According to the J.D. Power survey, only 57% of customers received updates during the service process, and only 37% received updates in the way they preferred.

This lack of communication leads to frustration and mistrust, and can cause customers to feel like they’re being kept in the dark.

Inefficient processes

Another major complaint from customers is inefficient service processes. Customers don’t want to spend hours waiting for their vehicle to be serviced, and they don’t want to have to jump through hoops to make an appointment or get their vehicle serviced.

But too often, service providers have inefficient processes that lead to long wait times and frustrated customers. According to the J.D. Power survey, only 46% of customers were able to schedule a service appointment for the date and time they wanted, and only 43% were able to drop off their vehicle outside of regular business hours.

Inconsistent service quality

Finally, customers are frustrated by inconsistent service quality. They want to know that their vehicle is being serviced by skilled technicians who use high-quality parts and follow best practices.

But too often, service providers fail to deliver consistent service quality. According to the J.D. Power survey, only 55% of customers were satisfied with the quality of work performed, and only 53% were satisfied with the quality of the parts used.

What can be done to improve aftermarket service?

So, what can automakers and service providers do to improve the aftermarket service experience and boost customer satisfaction?

First, they need to prioritize communication and transparency. Customers want to be kept in the loop throughout the service process, so service providers need to provide regular updates and keep customers informed.

Second, they need to streamline their service processes. Customers don’t want to spend hours waiting for their vehicle to be serviced, so service providers need to find ways to make the service process more efficient and convenient.

Finally, they need to prioritize service quality. Customers want to know that their vehicle is being serviced by skilled technicians who use high-quality parts, so service providers need to invest in training and quality control measures to ensure consistent service quality.

In conclusion, the declining customer satisfaction with aftermarket service is a warning sign for automakers and service providers. They need to take action to address the issues that are driving this dissatisfaction and work to improve the aftermarket service experience for customers.