Toronto, Ontario — August 31, 2016 — A new report from J.D. Power shows consumers want a “connected experience” when it comes to automotive service. The J.D. Power 2016 Canadian Customer Service Index Long-Term (CSI-LT) Study focuses on the mechanical repair and service industry, but it seems likely that consumers will soon start to expect the same from their collision repair facilities.
“Consumers are demanding a connected service experience,” said J.D. Ney, manager of the Canadian automotive practice at J.D. Power. “From scheduling appointments to interacting with the service advisor to staying connected via unobstructed Wi-Fi access, customers expect these services from their local coffee shop, so why wouldn’t they expect the same of their dealership or aftermarket service facility?”
Only 6 percent of service customers in Canada scheduled their last service visit via the Internet, but 14 percent—more than twice as many—indicate the Internet is their preference for scheduling future visits. Currently, 74 percent of customers schedule their visits by phone.
The study found that 21 percent of customers say their service advisor used a tablet device during their service visit. The use of a tablet seems to build a level of confidence in the advisor, as among customers whose advisor used a tablet and recommended additional work to their vehicle, 61 percent had the work done. When the advisor didn’t use a tablet but recommended additional services, only 44 percent had the work done.
Furthermore, customers want technology such as computers and Internet access available while they wait for their vehicle. Access to the Internet and electronic technologies are among the least frequently offered amenities, despite generating the highest service facility satisfaction scores.
More information about the Canadian Customer Service Index Long-Term (CSI-LT) Study is available at canada.jdpower.com/resource/canadian-customer-service-index-long-term-study.
