J.D. Power Names Christian Brothers Automotive #1 in Customer Satisfaction in 2021 Aftermarket Service Index
For the 2nd consecutive time*, Christian Brothers Automotive is #1 in Customer Satisfaction among Aftermarket Full-Service Maintenance and Repair Providers in the J.D. Power 2021 Aftermarket Service Index.
What is the 2021 U.S. Aftermarket Service Index (ASI) Study?
J.D. Power is an American-based global marketing information services company that conducts surveys of customer satisfaction, product quality, and buyer behavior for multiple industries. In the 2021 Aftermarket Service Index (ASI) Study, the company surveyed 8,148 vehicle owners, and asked them to rate aftermarket full service maintenance and repair facilities in the following factors:
- Ease of scheduling/getting vehicle in for service
- Service advisor performance
- Service advisor courtesy
- Service facility
- Time to complete service
- Fairness of charges
- Quality of work
The ASI Results
Out of a possible 1,000 points, Christian Brothers Automotive received the top overall satisfaction score at 869, 116 points above the segment average. Additionally, Christian Brothers Automotive took the highest satisfaction scores in all seven factors.
Chris Sutton, vice president of automotive retail at J.D. Power said: “Simple things—like explaining to customers about the facility’s cleaning protocols—can make the difference between whether or not they willingly plan to return for future business or will recommend it to others,” “Aftermarket service providers should pay special attention to simple actions that can enhance the customer experience.”
ABOUT CHRISTIAN BROTHERS AUTOMOTIVE
When Christian Brothers Automotive opened in 1982, our goal was to change the way our guests viewed the automotive repair industry. We set out to implement a standard of service unparalleled by our competitors, that our guests could come to rely on no matter where in the country they stepped into one of our locations. Since then, as we’ve grown to over 230 shops nationwide, our people-first approach to automotive care hasn’t wavered. We’d like all who participated in the study that ranked us #1 in Customer Satisfaction among Aftermarket Full-Service Maintenance and Repair Providers according to J.D. Power. The opportunity to continue to serve guests across the country brings us great joy.
For more information about our automotive services, click here.
* Full Disclaimer: Christian Brothers Automotive received the highest score in the aftermarket full-service maintenance and repair segment of the J.D. Power 2021 Aftermarket Service Index (ASI) Satisfaction Study and in the general maintenance segment of the 2019 ASI Study, which measured customer satisfaction with full-service maintenance and repair providers and quick oil change providers. Visit jdpower.com/awards.