Skip to main content
Sister Publication Links
  • Automotive News
  • Automotive News Europe
  • Automotive News Mexico
  • Automotive News China
Subscribe
  • Subscribe
  • Newsletters
  • login
  • HOME
  • NEWS BY BRAND
    • Aston Martin
    • BMW
    • Daimler
    • Fiat Chrysler
    • Ford
    • General Motors
    • Honda
    • Hyundai
    • Mazda
    • Mitsubishi
    • Nissan
    • Subaru
    • Tata
    • Tesla
    • Toyota
    • Volkswagen
    • Volvo
    • Mini
    • Rolls Royce
    • Mercedes Benz
    • Smart
    • Alfa Romeo
    • Chrysler
    • Dodge
    • Ferrari
    • Fiat
    • Jeep
    • Lancia
    • Maserati
    • Ram
    • Lincoln
    • Buick
    • Cadillac
    • Chevrolet
    • GMC
    • Acura
    • Kia
    • Infiniti
    • Jaguar
    • Land Rover
    • Lexus
    • Audi
    • Bentley
    • Bugatti
    • Lamborghini
    • Porsche
  • News
    • Auto Shows
    • Photo Galleries
    • Automakers
    • Suppliers
    • Retail
    • Government Relations
    • Trade and Tariffs
    • Technology
    • Labour
    • Lawsuit challenges Trump's authority on steel, auto tariffs
      Automaker-supplier relationships take a hit
      Ghosn's ace for growth: Suppliers
      In-demand tech puts wary suppliers on guard, study finds
    • U.S. metal tariffs sting Magna, but USMCA brings promise of additional work
      U.S. tariffs on steel, aluminum could be gone in weeks, ambassador says
      Magna posts record Q4 revenue, but profits and margins decline
      Ontario aims to replace GM with Magna, Martinrea or other in Oshawa
    • Kia dealer Benny Leung a true Canadian-immigrant success story
      AutoCanada sues former CEO Patrick Priestner for $250M over dealership acquisitions
      Rolls-Royce names BMW exec its new sales VP for Americas
      How GM's Oshawa closure could affect sales, dealerships
    • Level 3 autonomous vehicles now allowed on Ontario roads
      Ford adds 149,652 vehicles in Canada to Takata airbag recall
      Honda wants recall notices to be part of registration renewals
      All wet: Rain could delay the arrival of self-driving future
    • U.S. metal tariffs sting Magna, but USMCA brings promise of additional work
      U.S. tariffs on steel, aluminum could be gone in weeks, ambassador says
      A look at which automakers in Canada meet USMCA's 75% content rule
      Canada seeks Pelosi's support in push to lift U.S. metal tariffs
    • Vehicle screens go super-sized at CES as tech catches up
      All in a day's work
      Ford commits US$4 billion to autonomous vehicles, forms new subsidiary
      Massive data breach at Canadian company hits several automakers, report says
    • GM Canada says it will find 2,400 jobs for Oshawa workers
      FCA to idle Ontario minivan plant for 8 days, union says
      Unifor calls for boycott of GM vehicles if automaker closes Oshawa plant
      Unifor's Jerry Dias, Magna's Don Walker named Automotive News All Stars
    • Toronto Auto Show
  • Opinion
    • Blogs
    • Chevy's 2019 Blazer: More Camaro, less Equinox
      Trump's troubling definition of victory
      The 2019 Nautilus: Lincoln's Cadillac Super Cruise fighter?
      What Cadillac dealers can expect from Steve Carlisle
  • EVENTS, WEBINARS & AWARDS
    • 2018 Auto News Canada All Stars
    • Best Dealership To Work For
    • Canada Congress
    • Webinars
    • More women in dealerships is just plain good for business
    • VIDEO: Why Ford's Hinrichs is bullish on USMCA
      Ontario aims to replace GM with Magna, Martinrea or other in Oshawa
      Dealers told standalone stores 'difficult to remain profitable'
      Ford's Joe Hinrichs: Plant closures have 'cascading effects' on industry
  • +MORE
    • NEWSLETTERS
    • SUBSCRIBE
    • CLASSIFIEDS
    • CONTACT US
    • DIGITAL EDITION
MENU
Breadcrumb
  1. Home
  2. Canada
August 31, 2016 01:00 AM

'App-like' service experience wins customers' approval: J.D. Power

Allow customers to set appointments from any device they use; have Wi-Fi available while they're there

John Irwin
  • Tweet
  • Share
  • Share
  • Email
  • More
    Print
    J.D. Power 2016 Canadian Customer Service Index Long Term Study

    Overall customer satisfaction index ranking (based on a 1,000 point scale)

    Lexus dealerships819
    Great Canadian Oil Change789
    Fountain Tire786
    NAPA AUTOPRO768
    Volkswagen dealerships758
    Acura dealerships753
    Jiffy Lube752
    Audi dealerships748
    Mazda dealerships746
    GM dealerships740
    INDUSTRY AVERAGE739
    Ford/Lincoln dealerships738
    Mercedes-Benz dealerships736
    Nissan dealerships735
    Kia dealerships732
    Midas731
    Toyota dealerships730
    Mr. Lube725
    Honda dealerships721
    BMW dealerships718
    Hyundai dealerships714
    Mitsubishi dealerships701
    Canadian Tire700
    Subaru dealerships700
    Fiat Chrysler dealerships698
    Costco681
    Wal-Mart651

    Dealerships and aftermarket shops can help boost customer satisfaction by creating a “connected service experience,” making customer interactions with them more “app-like,” according to a new Canadian market study by J.D. Power.

    “From scheduling appointments to interacting with the service advisor to staying connected via unobstructed Wi-Fi access, customers expect these services from their local coffee shop,” said J.D. Ney, manager of J.D. Power’s Canadian automotive practice.

    “So why wouldn’t they expect the same of their dealership or aftermarket service facility?”

    In an interview with Automotive News Canada, Ney said dealerships and aftermarket shops should build websites with functions that are “as app-like as possible,” allowing customers to set appointments from whichever device they use.

    Once at the service department, Ney said customers expect Wi-Fi access while waiting for their vehicle, and lacking it could cost dealers and shops future business. Fifty-three per cent of customers “definitely will” return to a dealership for service if it is offered, the study concluded.

    “I think a lot of customers are surprised” when there isn’t accessible Wi-Fi [at their dealership], Ney said.

    The study found that service advisers who used tablets when recommending work were more successful in getting customers to sign onto that work than those who didn’t. About 61 per cent of customers had suggested work done if their adviser used a tablet, compared with 44 per cent with advisers who did not use one.

    About 21 per cent of customers said their adviser used a tablet, according to the study.

    “I think what you’re seeing there is the impact of transparency,” Ney said.

    The satisfaction numbers

    Lexus leads all Canadian dealerships and aftermarket facilities in delivering satisfying service on older vehicles, according to the 2016 Canadian Customer Service Index Long-Term Study for the second consecutive year, scoring 819 points on a 1,000 point scale. Lexus is also the only brand to score a five-star “Power Circle” rating, indicating service satisfaction that is “among the best.”

    Volkswagen dealerships finished second among dealership brands, with a score of 758, followed by Acura at 753, Audi at 748 and Mazda at 746. General Motors dealerships finished with a score of 740, just above the industry average of 739, while Fiat Chrysler Automobiles finished last among dealer brands at 681.

    Service experience measured

    J.D. Power said the annual study, which surveyed 12,340 Canadians with vehicles between four and 12 years old between March and June, measures satisfaction with the overall “service experience” by examining a brand’s effectiveness with service initiation, the quality of service and vehicle pick-up, among other factors.

    Overall satisfaction with dealership service dipped by two points to 729 this year, trailing satisfaction with aftermarket shops, which finished with a score of 749.

    The amount of money customers spend per service visit rose to CDN $241 this year from $232 in 2015. Vehicle owners make an average 2.5 visits to service departments each year, according to the study.

    Delighted beats pleased

    The study found that customers who are “delighted” with their service are much more likely to return to the dealer or shop for future service work. It found 84 per cent of dealer customers who are “delighted” would return, compared with 59 per cent of those who were merely “pleased.”

    About 92 per cent of “delighted” aftermarket customers say they will return, compared with 73 per cent of “pleased” customers.

    Recommended for You
    Digital Edition
    Thumbnail
    View latest issue
    See our archive
    Sign up for free newsletters
    EMAIL ADDRESS

    Please enter a valid email address.

    Please enter your email address.

    Please select at least one newsletter to subscribe.

    You can unsubscribe at any time through links in these emails. For more information, see our Privacy Policy.

    Get Free Newsletters

    Sign up today for our Weekly Newsletter, Daily Newsletter and Breaking News Alerts. We'll deliver the news you need to know straight to your inbox.

    You can unsubscribe at any time through links in these emails. For more information, see our Privacy Policy.

    Subscribe Today

    An Automotive News Canada subscription includes 12 monthly issues – delivered in print to your doorstep, and digitally to your inbox – plus unlimited, 24/7 access to our website.

    Subscribe
    Connect With Us
    • Facebook
    • Twitter
    • Instagram

    Our Mission

    The Automotive News Canada mission is to be the primary source of industry news, data and understanding for the industry's decision-makers interested in Canada.

    Contact Us

    PO Box 243
    Station A
    Windsor, ON
    N9A 6K7

    1-877-812-1257

    Email Us

    Resources
    • About us
    • Contact Us
    • Digital Edition Archive
    • Advertise with Us
    • Reprints
    • Ad Choices Ad Choices
    • Sitemap
    Legal
    • Terms and Conditions
    • Privacy Policy
    Copyright © 1996-2019. Crain Communications, Inc. All Rights Reserved.
    • HOME
    • NEWS BY BRAND
      • Aston Martin
      • BMW
        • Mini
        • Rolls Royce
      • Daimler
        • Mercedes Benz
        • Smart
      • Fiat Chrysler
        • Alfa Romeo
        • Chrysler
        • Dodge
        • Ferrari
        • Fiat
        • Jeep
        • Lancia
        • Maserati
        • Ram
      • Ford
        • Lincoln
      • General Motors
        • Buick
        • Cadillac
        • Chevrolet
        • GMC
      • Honda
        • Acura
      • Hyundai
        • Kia
      • Mazda
      • Mitsubishi
      • Nissan
        • Infiniti
      • Subaru
      • Tata
        • Jaguar
        • Land Rover
      • Tesla
      • Toyota
        • Lexus
      • Volkswagen
        • Audi
        • Bentley
        • Bugatti
        • Lamborghini
        • Porsche
      • Volvo
    • News
      • Auto Shows
        • Toronto Auto Show
      • Photo Galleries
      • Automakers
      • Suppliers
      • Retail
      • Government Relations
      • Trade and Tariffs
      • Technology
      • Labour
    • Opinion
      • Blogs
    • EVENTS, WEBINARS & AWARDS
      • 2018 Auto News Canada All Stars
      • Best Dealership To Work For
      • Canada Congress
      • Webinars
    • +MORE
      • NEWSLETTERS
      • SUBSCRIBE
      • CLASSIFIEDS
      • CONTACT US
      • DIGITAL EDITION