AIA Canada’s Latest Report Looks at How Car Owners Choose a Vehicle Service Provider, and Why They Leave Them

With research showing that retaining an existing client base offers a far better return on investment than acquiring new customers, knowing what Canadian car owners look for in a service provider is of paramount importance. AIA Canada’s latest report, At Your Service: How Do Canadians Select Their Automotive Repair Shop? offers considerations.

Through a survey of vehicle owners, this new report explores the behaviours, attitudes and preferences of vehicle owners when it comes to choosing their service provider, such as:

  • What drives the use of dealership service bays over chain and independent shops;
  • How vehicle owners find a new chain or independent shop; and,
  • What builds customer loyalty and trust.

This report is part of AIA Canada’s Consumer Behaviour Series. This series includes two already released reports, Under the Hood: How Canadians View Vehicle Maintenance and Repair, and What’s in Your Online Cart? A Study of Automotive E-tailing in Canada, with a fourth and final on the topic of in-vehicle data scheduled to be released soon.

Download the Executive Summary at no cost.

Published by AIA Canada, Accessed January 2020