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Canadian Customer Service Index Long Term Study

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The J.D. Power Canadian Customer Service Index Long Term (CSILT) StudySM examines customer satisfaction with maintenance and repair service at new-vehicle dealerships, as well as in the automotive aftermarket. Owners of vehicles 4 to 12 years old are surveyed regarding their most recent service experiences for both in-warranty and customer-pay work. The study examines satisfaction with the five measures of the service experience—Service Initiation; Service Advisor; Service Quality; Service Facility; and Vehicle Pick-Up—and provides analytical diagnostics for each measure. The study also examines the share of dollars and service visits for both dealers and non-dealers.