Aftermarket figures strongly in J.D. Power rankings

by | Sep 14, 2018 | 0 comments

In theJ.D. Power 2018 Canadian Customer Service Index Long-Term Satisfaction Study, Lexus Dealerships have topped the rankings, but the independent aftermarket comes in strongly with NAPA AUTOPRO taking the runner up spot, and Great Canadian OIl Change coming in third.

In numbers, Lexus Dealerships rank highest in overall customer service satisfaction for a fourth consecutive year, with a score of 826 out of 1,000 total. NAPA AUTOPRO (799) ranks second and Great Canadian Oil Change (798) ranks third. Unaffiliated Independents would have placed fifth (788), but cannot be ranked.

The Customer Service Index Long-Term (CSI-LT) Study measures satisfaction and intended loyalty among owners of vehicles that are 4-12 years old and analyzes the customer experience in both warranty and non-warranty service visits. Overall satisfaction is based on five factors (in order of importance): service initiation (24%); service quality (23%); service advisor (20%); service facility (17%); and vehicle pick-up (16%). The study is based on responses 10,681 owners and was fielded in March through June 2018.

For more information about the Canadian Customer Service Index Long-Term (CSI-LT) Study, visit

http://canada.jdpower.com/resource/canadian-customer-service-index-long-term-study.

J.D. Power 2018 Canadian Customer Service Index Long-Term Study

Overall Customer Satisfaction Index Ranking

(Based on a 1,000-point scale)

Lexus Dealership 826
NAPA AUTOPRO 799
Great Canadian Oil Change 798
Mercedes-Benz Dealership 796
Acura Dealership 787
Volkswagen Dealership 785
Audi Dealership 784
GM Dealership 781
Kia Dealership 777
Toyota Dealership 774
Mazda Dealership 773
Jiffy Lube 772
Honda Dealership 769
Industry Average 768
Mr. Lube 765
BMW Dealership 764
Hyundai Dealership 759
Fountain Tire 758
Kal Tire 756
Costco 754
Nissan Dealership 753
Ford/Lincoln Dealership 750
Midas 747
Chrysler Group Dealerships 739
Subaru Dealership 735
Canadian Tire 727
Wal-Mart 720
Independent Garage/Repair Shop 788

Note: Included in the study but not ranked due to small sample size are Active Green & Ross, Goodyear Auto Centre, Mitsubishi Dealership, OK Tire, Pennzoil, Quick Lane Auto and Tire Centre, Speedy and Volvo Dealership. Independent Garage/Repair shops has sufficient sample, but cannot be ranked.

Source: J.D. Power 2018 Canadian Customer Service Index Long-Term Satisfaction Study

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