{"id":414841,"date":"2021-01-14T08:04:02","date_gmt":"2021-01-14T13:04:02","guid":{"rendered":"http:\/\/www.marketnewsdesk.com\/?p=414841"},"modified":"2021-01-14T08:04:02","modified_gmt":"2021-01-14T13:04:02","slug":"immediate-greeting-of-customers-plays-key-role-in-aftermarket-service-satisfaction-j-d-power-finds","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/immediate-greeting-of-customers-plays-key-role-in-aftermarket-service-satisfaction-j-d-power-finds\/","title":{"rendered":"Immediate Greeting of Customers Plays Key Role in Aftermarket Service Satisfaction, J.D. Power Finds"},"content":{"rendered":"

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Immediate Greeting of Customers Plays Key Role in Aftermarket Service Satisfaction, J.D. Power Finds<\/b><\/p>\n

Christian Brothers Automotive Corp., Take 5 and Les Schwab Tire Centers Rank Highest in Respective Segments<\/span><\/p>\n

TROY, Mich.–(BUSINESS WIRE<\/a>)–Saying hello and acknowledging customers upon arrival at an aftermarket service facility can significantly improve customer satisfaction scores, specifically those for full-service maintenance and repair, quick oil changes and tire replacement. Satisfaction scores decline when customers wait more than three minutes before they\u2019re acknowledged, <\/span><\/strong>according to the J.D. Power 2021 U.S. Aftermarket Service Index (ASI) StudySM<\/sup> fueled by SurveyMonkey, which was released today.<\/span><\/p>\n

This press release features multimedia. View the full release here: https:\/\/www.businesswire.com\/news\/home\/20210114005193\/en\/<\/a><\/p>\n

\"J.D.<\/p>\n

J.D. Power 2021 U.S. Aftermarket Service Index (ASI) Study (Graphic: Business Wire)<\/p>\n<\/div>\n

\n\u201cOne of every 10 customers waits more than five minutes before speaking with someone at a service facility,\u201d said Chris Sutton<\/b>, vice president of automotive retail at J.D. Power<\/b>. \u201cSeeing as how the pandemic has affected service volume, it\u2019s really important to do a great job with the customers who do come through the door. Not being acknowledged can make customers feel that their time isn\u2019t valued. Aftermarket service providers need to ensure someone is available to greet customers when they arrive, even if it\u2019s just to say, \u2018hello.\u2019 Otherwise, they run the risk of losing out on return business.\u201d\n<\/p>\n

\nThe study, now in its second year following its debut in 2019, measures customer satisfaction with aftermarket service facilities, providing a numerical index ranking of the highest-performing U.S. aftermarket service facilities. Performance in three segments\u2014full-service maintenance and repair; quick oil change; and tire replacement\u2014is based on the combined scores for seven measures that comprise the vehicle owner service experience. These measures are ease of scheduling\/getting vehicle in for service; service advisor performance; service advisor courtesy; service facility; time to complete service; fairness of charges; and quality of work.\n<\/p>\n

\nIn all three segments, customers indicate they were very often greeted immediately: 42% of the time for full-service maintenance and repair; 53% of the time for quick oil change; and 34% of the time for tire replacement. However, among customers in each segment who say they waited three minutes or more\u2014which ranges from 27% to 39%\u2014satisfaction scores decline as much as 219 points (on a 1,000-point scale).\n<\/p>\n

\nFollowing are key findings of the 2021 study:\n<\/p>\n