Automotive service getting better, market researcher says
08.08.2008 14:00
Shopping
- Source: cbc.ca
 Canadians were happier with their automortive service in 2008 than in 2004, market researcher J.D. Power says.(CBC)Canadians are increasingly satisfied with the service they receive at automotive shops, market research company J.D. Power and Associates reported Wednesday. Customer satisfaction with service was 850 out of a possible 1,000 in the most recent Power survey, up from 826 in 2004. Work quality, the focus on the customer and the performance of the service adviser all drove the gain, the company said. "This suggests that service centres across the industry are listening to their customers, and putting more focus on improving the overall service experience," Adrian Chung, manager of automotive syndicated research at Power, said in a news release. O.K. Tire Stores Inc., with about 260 independently owned outlets across the country, topped the rankings in Canada, Power said. Based in Langley, B.C., O.K. Tire scored 902 out of 1,000, beating second-place Petro-Canada's Certigard operation with 886 and Autopro with 881. O.K. Tire "performs particularly well in work quality and customer orientation two of the most important drivers of customer satisfaction," Power said. The study measures service satisfaction and loyalty of owners of two- to 12-year-old vehicles, at dealerships and after-market operators like lube shops, independent repair shops, and tire and auto chains. Vehicles in that age range account for nearly 70 per cent of all Canadian vehicles, and owners spend an average of $860 a year on service and repairs. The measure of customer satisfaction is based on five factors: - Appointment/check-in.
- Service adviser.
- Work quality.
- After service.
- Focus on the customer.
Power said the average cost per service trip is up seven per cent since 2004, about the same as inflation. But charges at quick lubes jumped 19 per cent, tire specialists were up 14 per cent and service station prices rose 13 per cent. Power's 2008 Canadian Customer Commitment Index is based on responses from 17,114 owners of two- to 12-year-old vehicles gathered between December 2007 and May 2008. Consumer HeadlinesPeanut bans a sticky issuePeanut bans in schools often lead to a flurry of angry phone calls and letters to local newspapers, but for parents of allegic kids, they can be a life-saving move.N.B. court gives nod to Morgentaler's challengeAbortion provider Dr. Henry Morgentaler has the legal right to challenge the New Brunswick government's policy on abortion funding, a judge has ruled. Red Bull fridges pulled due to high power costsFridges devoted to the energy drink Red Bull are being pulled by some P.E.I. retailers as they try to deal with rising electricity costs.More charges needed for flouting cellphone ban: justice ministerThere needs to be a crackdown on Nova Scotians who continue to talk on their cellphones while driving, Justice Minister Murray Scott said Wednesday.Push to criminalize cyberbullying draws mixed reactionKatie Neu takes her high school courses from home. It's been two years since she walked out of her high school after being cyberbullied so much that she felt forced to leave. Consumer Life FeaturesIN DEPTHClean energyDo we need an Apollo project for energy?CLIMATE FORUMGore's challengeCan Canada be carbon-free in 10 years?YOUR MONEYRecession tipsFive places to save your hard-earned dimeIN DEPTHCoffeeSlumping sales give java companies the jittersBLOGFood BytesCanada's stamp of disapproval on U.S. food labelsBLOGComm-OdditiesDevice tells plonk from perfect vintagePeople who read this also read …
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