CA Auto Customer Service Index (CSI) Study
Benchmarking the Experience That Keeps Customers Coming Back
The Canadian Customer Service Index (CSI) Study measures satisfaction with dealership service visits for vehicles one to three years old—across both warranty and customer-pay work. CSI delivers one of the industry’s most complete views of aftersales performance.
A Complete View of the Service Experience
Evaluates satisfaction across five core dimensions:
• Service initiation
• Service advisor
• Facility
• Vehicle pick-up
• Quality of work
Tracks:
• Service Retention
How the Customer Service Index (CSI) Study Works
• Integrates voice-of-customer surveys across millions of service occasions
• Measures satisfaction drivers across the entire service visit, spanning initiation to vehicle pick-up
• Provides competitive benchmarking and frequent signals through quarterly data
Stronger Service Insights, Better Retention
• Identifies specific drivers of satisfaction and loyalty in service
• Highlights operational best practices and training needs
• Connects key attributes (e.g. “Fixed Right the First Time”) to overall satisfaction
• Provides clear differentiation for brands that excel in aftersales
• Produces brand and segment-level rankings with quarterly insights and annual full-study publish
Increase Retention, Improve Profitability
• Increases service retention and repeat visits
• Boosts dealership profitability through improved loyalty
• Enhances trust and long-term brand preference
• Creates competitive differentiation for high-performing dealer networks
• Enables ongoing improvement through quarterly and annual deliverables
Key Dates
2026
Fielding: August 2025 – July 2026
Publish:
• Quarterly starting in December 2025
• Annual: August 27, 2026
2027
Fielding: August 2026 – July 2027
Publish:
• Quarterly starting in December 2026
• Annual: August 2027
Designed for Aftersales and Retail Excellence Teams
• OEM aftersales leadership
• Dealer training organizations
• Marketing departments (awards)
• Customer retention and loyalty teams
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
