2025 Canada Customer Service Index Long-Term Study

The document is a report detailing findings from the J.D. Power 2025 Canada Customer Service Index—Long-Term (CSI-LT) Study. It outlines trends in auto service visits as Canadian vehicle owners retain their vehicles longer amid economic uncertainty. The report indicates an increase in dealership service visits for vehicles aged 4 to 12 years, rising from 1.5 to 1.8 visits annually. It also notes a rise in aftermarket service visits. The study reveals that dealerships account for 62% of total auto service market revenue, with the average cost per dealership visit reaching $539. Trust levels for complex repairs are higher at dealerships compared to aftermarket facilities. The report ranks Mercedes-Benz and Great Canadian Oil Change highest in customer satisfaction within their respective segments. The study is based on responses from 9,999 vehicle owners and analyzes customer experiences in both warranty and non-warranty service visits.