OK Tire ranked highest in satisfying automotive customers in Canada with the service establishment experience, according to the recently released J. D. Power and Associates 2008 Canadian Customer Commitment Index Study.
The study provides a measure of the service satisfaction and loyaltyof ownersoftwo- to 12- year- old vehicles. Overall customer satisfaction with vehicle service providers is determined by examiningfivekey factors: appointment/ check- in, serviceadvisor, work quality, after- service, and customer orientation.
The study examines customer satisfaction with both dealerships and aftermarket facilities.
OK Tire achieved an overall index score of902 on a 1,000- point scale and performed particularly well in workquality and customer orientation– two of the most important driversof customersatisfaction. Petro- Canada ( Certigard) follows OK Tire in the rankings with a score of 886, while Autopro ranks third overall with 881.
The study foundthat two- to 12- year-old vehicles account cent of all vehicles in Canada in 2008. Owners within this category spend an average of $860 annually on service and repairs, creating substantial revenue potential for all types of service establishments.
The most noteworthy drop in share for new car dealers was among owners of two-to three-year- old vehicles, declining from 75 percent in 2007 to 73 percent in 2008.
The 2008 Canadian Customer Commitment Index Study is based on responses from 17,114 owners of two-to 12-year-old vehicles, and was fielded between December 2007 and May 2008.