In the 2023 edition of the J.D. Power Canada Customer Service Index Long-Term Study, it was found that GM dealerships were ranked higher than average in terms of a customer’s satisfaction with servicing their respective vehicle.
According to the J.D. Power 2023 Canada CSI-LT study, General Motors dealers were given a score of 807 points out of a possible 1,000. This places the Detroit-based automaker sixth overall, slotting between Mercedes-Benz and Audi, which each earned a score of 811 and 806 points, respectively.
For reference, the segment average stood at 799 points.
“Inflation has certainly had an effect on automotive service,” J.D. Power Canada Automotive Practice Lead J.D. Ney said in a prepared statement. “Average spend per service visit is up year over year at both dealerships and aftermarket facilities – yet the number of service visits is down. While the pandemic caused a decline in service visits and revenue, the market has rebounded strongly. Now, we’re seeing a return to pre-pandemic levels for service on 4- to 12-year-old vehicles.”
It’s worth noting that the study found that Canada’s auto service market has declined to a pre-pandemic level of $9.1 billion in 2023, down from $10.9 billion in 2022.
In addition, there were two key findings in this study, including:
- Doing it at the right time: Aftermarket facilities continue to outperform dealerships when it comes to completing service work correctly the first time. Aftermarket facilities correctly complete service work the first time 95 percent of the time, while dealers’ success rate is at 93 percent.
- Drivers of dealership and aftermarket business varies: 61 percent of owners that opted for an aftermarket facility cited previous dealership experiences as the main reason. Convenience of location (42 percent) and recommendations (23 percent) were other motivators for choosing an aftermarket service facility.