Canadian Customer Satisfaction Index Study

The J.D. Power Canadian Customer Service Index (CSI) StudySM surveys owners regarding their recent dealership or aftermarket service experiences for both warranty and customer-pay work. The study measures satisfaction in five key factors of the service experience—Service Initiation; Service Advisor; Service Quality; Service Facility; and Vehicle Pick-Up—and provides performance diagnostics for each. What’s more, CSI probes customers for evolving service expectations and provides clients with a look at what the shifting nature of service in Canada will look in the years to come.