Customer satisfaction is lower for the performance of the service advisor, specifically noting increased wait times, and fewer advisors providing helpful advice. There is also lower satisfaction with service advisor courtesy. A detailed look at the drivers of satisfaction in each segment reveals that satisfaction with quick oil change declines in all seven measures, with the largest decline in service facility (-22); satisfaction with full-service maintenance and repair declining in six of seven measures, with satisfaction only improving in ease of scheduling (+3); and tire and replacement declining in six of seven measures, with satisfaction improving only with time to complete service (+1). “Independent service providers must remain focused on retaining their customer base,” said Leonard Martin, director of automotive retail at J.D. Power.