- Lexus, Mercedes-Benz, and GM dealerships rank highest for customer satisfaction on repair visits
- Among aftermarket stores, Great Canadian Oil Change, Jiffy Lube, and Midas top the list
- The average cost of a repair visit in 2024 is $465 at a dealership, and $273 at an independent shop
When it comes to auto maintenance and repair, Lexus and Great Canadian Oil Change are tops. That’s according to a new Canadian survey by J.D. Power, which ranks both dealerships and aftermarket facilities for customer satisfaction.
The firm’s 2024 Canadian Customer Service Index Long-Term (CSI-LT) study surveyed owners of vehicles that are four to 12 years old and covers both warranty and non-warranty service visits. In order of importance, the survey covers five factors of service quality, vehicle pick-up, service facility, service initiation, and service advisor.
The study also found that the average cost of a dealership visit has risen to $465, up from $432 a year ago; and independent shop visits have gone to $273 from $262. J.D. Power also reports that 40% of dealership and 24% of aftermarket visits were for repairs, up from 31% and 21% respectively in 2021 – which, the company said, implies that “owners are opting to invest in fixing their vehicles rather than buying new ones.”
Among the 2024 survey findings, convenience and time saved are the main factors affecting customer satisfaction. It is now more important to customers that the service be completed within 90 minutes, and that the shop quickly handles the paperwork and gives them the keys.
Dealerships control 48% of repair visit market share, with independent shops at 27% and quick-lube stores at 11%, and that’s almost unchanged from 2023. That plus the higher average cost at a dealership also means dealers account for 61% of auto service market revenue.
Both dealers and aftermarket facilities are rated on a 1,000-point scale. Among dealerships, Lexus dealers rated highest at 836 points, followed by Mercedes-Benz at 818, and GM dealers (Chevrolet/Cadillac/Buick/GMC) at 810.
They were followed, in order, by Toyota, Acura, Audi, Mazda, and then Volkswagen at 804, the final rank above the segment average of 800.
Below the average, in order, were Honda, Ford/Lincoln, Hyundai, Nissan, Kia, Stellantis (Chrysler/Dodge/Jeep/Ram/Fiat), BMW, and finally Subaru at 777.
Among aftermarket facilities, Great Canadian Oil Change led at 838 points, followed by Jiffy Lube at 834, and Midas at 813 – and that number was also the industry average. Below that was Costco at 810; Mr. Lube at 794; and Canadian Tire at 781.
In the 2023 study, Lexus and Volkswagen tied for the top dealership ranking at 842 points each, followed by Toyota and Mazda. Among aftermarket stores in 2023, the top three were Jiffy Lube and Great Canadian Oil Change – which swapped those spots for 2024 – and with Midas third as it is for this year again.
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