In 2011, the average Canadian car owner spent $23 (a year per person) less on maintenance and repairs than the previous year, mostly due to a 9-percent decrease in the number of service visits, according to the 2011 Canadian Customer Commitment Index Study released today by J.D. Power and Associates.
"Study data suggests owners of older vehicles continue to de-prioritize maintenance and repair spending in the face of uncertain economic conditions", said Ryan Robinson, director of the Canadian automotive practice at J.D. Power and Associates. "This is creating an increasingly competitive environment for automotive service brands as they fight for share in a contracting market".
NAPA AUTOPRO, leader in customer satisfaction
The J.D. Power study also provides a measure of the service behaviours, satisfaction and loyalty of owners of 4- to 12-year-old vehicles.
Overall customer satisfaction is determined by examining five key factors of the service experience: process of getting the vehicle in for service; service adviser performance; service facility; quality of work performed; and the process of vehicle return/pick-up.
NAPA AUTOPRO ranked highest with an index score of 875 on a 1,000-point scale. Rounding out the top five brands are Great Canadian Oil Change (864); Pennzoil (845); Goodyear Auto Service Centre (842); and Midas (836). Independent garages scored an impressive 863.
Only Subaru (832) and Acura (829) dealers managed to satisfy customers more than the industry average (822). All the other car companies ranked below, an indication that they still have ways to go.
Why do car dealers get less love?
The study finds that owners of vehicles that are 8 to 12 years old are more likely to visit an aftermarket facility for service than a dealership – and it's easy to see why.
Once owners arrived at a dealership, only 39 percent indicate they were attended to immediately, compared to 58 percent at an aftermarket facility. Meanwhile, 80 percent of owners who visit the dealer say the service adviser put them at ease. This figure is slightly higher among visitors at aftermarket facilities – 85 percent.
Lastly, 73 percent of visitors at aftermarket facilities say they received helpful advice. Among visitors at dealerships, only 66 percent say the same.
"Study data suggests owners of older vehicles continue to de-prioritize maintenance and repair spending in the face of uncertain economic conditions", said Ryan Robinson, director of the Canadian automotive practice at J.D. Power and Associates. "This is creating an increasingly competitive environment for automotive service brands as they fight for share in a contracting market".
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NAPA AUTOPRO, leader in customer satisfaction
The J.D. Power study also provides a measure of the service behaviours, satisfaction and loyalty of owners of 4- to 12-year-old vehicles.
Overall customer satisfaction is determined by examining five key factors of the service experience: process of getting the vehicle in for service; service adviser performance; service facility; quality of work performed; and the process of vehicle return/pick-up.
NAPA AUTOPRO ranked highest with an index score of 875 on a 1,000-point scale. Rounding out the top five brands are Great Canadian Oil Change (864); Pennzoil (845); Goodyear Auto Service Centre (842); and Midas (836). Independent garages scored an impressive 863.
Only Subaru (832) and Acura (829) dealers managed to satisfy customers more than the industry average (822). All the other car companies ranked below, an indication that they still have ways to go.
Why do car dealers get less love?
The study finds that owners of vehicles that are 8 to 12 years old are more likely to visit an aftermarket facility for service than a dealership – and it's easy to see why.
Once owners arrived at a dealership, only 39 percent indicate they were attended to immediately, compared to 58 percent at an aftermarket facility. Meanwhile, 80 percent of owners who visit the dealer say the service adviser put them at ease. This figure is slightly higher among visitors at aftermarket facilities – 85 percent.
Lastly, 73 percent of visitors at aftermarket facilities say they received helpful advice. Among visitors at dealerships, only 66 percent say the same.
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