CA Customer Service Index – Long Term (CSI-LT) Study
Benchmarking the Experience That Keeps Customers Coming Back
The Canadian Customer Service Index Long-Term (CSI-LT) Study measures satisfaction with dealership and aftermarket service visits for vehicles four to 12 years old—across both warranty and customer-pay work. CSI-LT delivers one of the industry’s most complete views of aftersales performance for this critically valuable set of customers.
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-LT) Study Works
• Integrates voice-of-customer surveys across thousands of service occasions
• Measures satisfaction drivers across the entire service visit, spanning initiation to vehicle pick-up
• Provides competitive benchmarking and and critical market share and market size 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 service
• Produces dealership and aftermarket brand rankings annual full-study publish
Increase Retention, Improve Profitability
• Increases service retention and repeat visits
• Boosts dealership and aftermarket facility profitability through improved loyalty
• Enhances trust and long-term service selection
• Creates competitive differentiation for high-performing networks
Key Dates
2026
Fielding: April 2025 – June 2026
Publish:
• Annual: Sept. 3, 2026
Press Release & Award Information
JD Power issues a national press release highlighting key findings and top-to-bottom rankings from the study. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite. Entering into a licensing agreement provides top-ranked brands with the valuable opportunity to market their award-winning performance. As the trusted symbol of excellence, JD Power Awards enhance brand perceptions, drive consumer preference, and differentiate awarded brands in competitive marketplaces.
Designed for Aftersales and Retail Excellence Teams
• OEM and aftermarket brand leadership
• Dealer / aftermarket brand 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.
