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
J.D. Power 2018 Canadian Customer Service Index Long-Term Study
Overall Customer Satisfaction Index Ranking
(Based on a 1,000-point scale)
|Great Canadian Oil Change||798|
|Chrysler Group Dealerships||739|
|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