The 2024 survey results are in, and the top rankings among Canadian automotive service providers, across both dealer networks and aftermarket facilities, strongly lean toward perennial top performers.

Lexus Dealerships ranks highest in the dealership segment for a third consecutive year, with a score of 836 (on a 1,000-point scale). Mercedes-Benz Dealerships (818) ranks second and GM Dealerships (810) ranks third.

Among indepenent aftermarket providers, Great Canadian Oil Change with 838 out of a maximum 1,000 points ranks highest, with Jiffy Lube ranking second just a hair behind at at 834.

Midas had the bronze touch this year, ranking third with a score of 813.

While “unbranded” aftermarket service providers aren’t ranked individually, taken as a group, they would match MIdas’ performance wth a score of 813.

J.D. Ney, automotive practice lead at J.D. Power Canada says that among the develpments worth noting this year, is how much premium customers are puttnig on convenience.

“We take a look at what drives success and what drives a customer to choose an aftermarket location over a dealer, or what drives a, customer to remain loyal to wherever they get their vehicle serviced,” he reported on The Great Canadian Aftermarket Podcast.

“One of the key drivers this year that really popped in terms of what drives a high score is it’s all about speed and convenience. If your shop can be really easy to do business with, very convenient and get that vehicle in when the customer needs to get their vehicle in, that’s really what what drives success these days.

“So it’s very much the currency of convenience that is a major factor this year. It’s always been important, obviously, but it’s a striking difference in terms of how important that is to customers today versus last year or a couple years ago.”

The Canada Customer Service Index—Long-Term (CSI-LT) Study measures service usage and satisfaction among owners of vehicles that are 4 to 12 years old and analyzes the customer experience in both warranty and non-warranty service visits. Overall satisfaction is based on five factors (in order of importance): service quality (32%); vehicle pick-up (20%); service facility (17%); service initiation (16%); and service advisor (15%). This year’s study is based on responses from 8,750 owners and was fielded in May-June 2024.