Auto Service World
Feature   September 1, 2009   by CARS Magazine

NAPA Autopro Tops List In Customer Satisfaction

According to the J. D. Power and Associates 2009 Canadian Customer Commitment Study, NAPA Autopro ranks highest in satisfying automotive service customers in Canada, receiving an overall index score o...


According to the J. D. Power and Associates 2009 Canadian Customer Commitment Study, NAPA Autopro ranks highest in satisfying automotive service customers in Canada, receiving an overall index score of 876 on a 1,000-point scale.

NAPA Autopro performed particularly well in service initiation, service advisor, work quality and vehicle return. OK Tire (858) and Pennzoil service outlets (851) followed in the rankings. Last year’s leader, Certigard, registered an index of 843, ranking fourth. It is also notable that the “Independent” category, which is an amalgam of all responses that do not relate to a brand or banner, would have ranked third with an index of 854.

At the segment level, aftermarket providers tend to perform well in the areas of service initiation (including ease of scheduling visit and timeliness of vehicle drop-off) and vehicle return (including timeliness and explanation of work and charges). New-car dealers performed well in the quality of their facilities (convenience, comfort, cleanliness etc.).