Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound

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In Our Episode today we’re diving into the ASI - The annual report from JD Power that measures client satisfaction amongst major brands in the non-dealer auto repair world - which we affectionately call the “Aftermarket”

Today’s Word of the Day is:

Extrapolation

Noun

noun: extrapolation; plural noun: extrapolations

• the action of estimating or concluding something by assuming that existing trends will continue or a current method will remain applicable.

In this episode our host, Craig O’Neill invites you to take a close look at JD Powers Aftermarket Service Index (ASI).

There are some unique takeaways regarding communication “shortfalls” and they play well into the narratives we have been discussing in for several years.

If you think surveys have nothing to offer you - listen up and you’ll see why Craig values these annual findings!

Link to the the 2025 JD Power ASI Press Release:  https://www.jdpower.com/business/press-releases/2025-us-aftermarket-service-index-asi-study

Link to the 2025 JD Power CSI Press Release:

https://www.jdpower.com/business/press-releases/2025-us-customer-service-index-csi-study

Link to the 2023 JD Power CSI Press Release:

https://www.jdpower.com/business/press-releases/2023-us-customer-service-index-csi-study

Let's go into the Press Release now - from April 29th.

The key findings cited in the 2025 study:

Finding 1.

“Aftermarket Service Providers lag when it comes to use of technology:”

 Craig reacts to JD Powers findings regarding the technology disparity between the aftermarket and the dealer segments.

Finding 2.

“Customer prefer text message updates - but are more likely to receive phone calls:”

Craig shares his perspective on the significance behind the measurable satisfaction point difference between phone calls and texts as the means for receiving updates.

Key Note - The article cites that this applies “When they (the client) indicate texts are preferred.”

Listeners are invited to compare this note on the 2025 ASI to the 2023 CSI (linked above)

Finding 3.

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

Craig highlights this positive news - but emphasises a significant caveat with regards to the quality and content of MPI (a.k.a. DVI’s)

Listeners are invited to compare this note on teh 2025 ASI to the 2024 ASI:

2024 - MPI -  < 23% receive any videos or pictures

2025 - MPI - < STILL “Less likely” than to provide images.

Finding 4.

“Less common amenities have greatest effect on satisfaction:”

Less Common Amenities have greatest effect on satisfaction

Chargers in the lobby!

Craig highlights how JD Power has consistently been indicating that clients who can charge their devices easily have higher satisfaction rates.

RANKINGS:

Factors for the ASI:   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 opinions expressed in this podcast are that of the host.

All citations and direct quotes from JD Power are done with permission.

Listeners are highly encouraged to subscribe to receive emails from JD Power and conduct their own reviews of these important surveys to draw meaningful conclusions with a goal of improving client satisfaction in our industry.

Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound:

The Institute at WeAreTheInstitute.com.  "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.

AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com

AutoLeap at AutoLeap.com. Are you tired of juggling multiple tools to manage your auto repair shop? Say hello to the streamlined efficiency of AutoLeap, the #1 all-in-one Auto Repair Shop Management Software!

Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.

In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.

Contact Information

• Email Craig O'Neill: [email protected]
• Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters

The Aftermarket Radio Network: https://aftermarketradionetwork.com/

Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/

Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/

Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/

The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/

The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach