A JD Power study highlighting consumer gains and gaps with aftermarket service providers underscores several areas where dealers could win more service business.
The details: The JD Power 2026 U.S. Aftermarket Service Index (ASI) Study found aftermarket providers are viewed as more convenient than dealerships, particularly on speed, as cost become bigger factors in service decisions.
Among same-day dealer visits, fewer than one in five (17%) dealer service customers had work completed within an hour.
By comparison, 52% of tire replacement customers and 49% of full-service maintenance and repair customers at aftermarket providers reported service completed within an hour.
Aftermarket providers improved in quick oil change satisfaction (+4 points on JD Power’s 1,000-point scale) but declined in tire replacement (-3) and full-service maintenance and repair (-7).
What they’re saying: “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, per a press statement.
Why it matters: The study highlights a clear opportunity for dealers to improve operational efficiency in key areas to retain more fixed ops business amid growing competition from aftermarket service providers.
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Zooming in: Aftermarket providers posted mixed results in key retention and satisfaction areas, revealing both strengths and vulnerabilities dealers could capitalize on.
Despite strong performance in fixing issues correctly the first time — where they outperform dealer service — customers still trust them less than dealerships.
That trust gap is especially evident when it comes to maintaining peak vehicle performance and handling complex repairs.
Among tire replacement customers, satisfaction with aftermarket providers scores 861 when advisors are perceived as fully focused on customer needs, but falls sharply to 566 when they are not.
The study also found aftermarket providers slightly outperform dealers in setting service timelines upfront, with dealers doing so just 80% of the time.
Bottom line: Dealers still hold an advantage on trust and technical credibility, but speed and convenience remain critical weak spots. Closing that gap could help dealerships capture more routine maintenance and service loyalty before customers defect to aftermarket competitors.
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