Maintenance and repair costs less pricey
Annual expenditures reported by consumers for the maintenance and repair of vehicles in Canada have decreased by $ 1.4 billion compared to 2009
Certigard wins the prize for customer satisfaction among Canadian automotive service providers
According to the study, 2010 index fidelity Canadian customers ("2010 Canadian Customer Commitment Index StudyMS") published today by JD Power and Associates, the average annual expenditures reported by consumers for the maintenance and repair of vehicles in Canada increased from $ 11.2 billion in 2009 to $ 9.8 billion in 2010. This decrease is mainly due to a significant decline in regular maintenance expenses among owners whose vehicles are between four and seven years.
According to this study two main reasons for this decline: a decline in the average amount spent by maintenance and repair business and a decrease in the number of visits, especially for vehicles that have between four and seven years. At the time of each visit, the average expenditure was $ 287 in 2010, compared to $ 352 in 2009, a decrease of $ 65. Although income derived repair works are stable remnants compared to 2009, income derived from the regular maintenance have decreased considerably in 2010.
"The stagnant economic conditions may be one reason why the owners are pushing their expenses, including expenses that relate to the regular maintenance of their vehicles," stated Ryan Robinson, head of the Canadian automotive industry, JD Power and Associates. "Other factors also contribute to this decline, including increased maintenance intervals recommended by the manufacturer, the improvement of the reliability of vehicles and a slight decline in the average age of vehicles in the fleet vehicles between 3 and 12 years, because many sales of new vehicles during calendar years 2006 and 2007. It seems that the owners are starting to get used to the fact that they no longer need to make as many visits maintenance before. "
The study measures the attitudes towards the service, the degree of satisfaction and loyalty of owners whose vehicles are between 3 and 12 years. Overall satisfaction is measured based on five important factors related services obtained: services precedant the maintenance or repair; competence of the service advisor; installations; quality of work performed; and return or regain control of the vehicle. The study evaluates customer satisfaction has services received as well as dealers of secondary market institutions.
Certigard (Petro-Canada), with an overall score of 869 on a scale of 1,000 points ranks first in terms of the satisfaction of Canadian consumers regard the auto services. Follow the top five providers of automotive services Goodyear Auto Centers (838); Jiffy Lube (835); OK Tire (832); and NAPA AUTOPRO (831).
According to the study, the act of obtaining high levels of customer satisfaction in respect of the maintenance and repair services positively influences the intention of loyalty. Among clients expressing degrees of most students overall satisfaction with their provider of automotive services, nearly 80% have indicated that they will return "definitely" in the same establishment for services they will pay ( services not covered by the warranty of the vehicle). In contrast, among customers less satisfied with their service, only 45% made the same declaration.
In addition, among clients with class overall quality of services offered in the "exceptional" category (a score of 10 out of 10), a large majority (about 9 out of 10) has indicated that they will return in the same establishment has their next visit. Reward rates decrease significantly as the degree of satisfaction decline; for example, about half of the customers who gave a rating of 8 out of 10 said they will return to the same institution.
"Providers of efficient services get a higher than industry average retention rate nearly twice," said Robinson says. "Given the conditions of hyper-competition in the field of maintenance and repair of vehicles in Canada - with more than 40 networks brand on the market in addition to thousands of independent service providers - the approach adopted for improve the customer service is decisive for establishment of services. Given the fact that the expenses of services are on average $ 287 per visit, revenue growth and profits derived from increased customer retention is significant. "
The study also shows that to inform customers of future maintenance and repair needs positively affects the intention of loyalty and the amount of spending per visit. Among vehicle owners who have had their service advisor indicates future work that may require their vehicles, 65% stated that they will return "definitely" in this establishment at their next visit. However, among the owners was that their advisor did not mention future needs, only 47% have stated that they will return "definitely" in this establishment.
The study of 2010 index loyalty of customers is based on responses from more than 14,500 owners in Canada whose vehicles are between 3 and 12 years. The study was undertaken between January and February 2010, and between June and July 2010.
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