At Your Service: How Do Canadians Select Their Automotive Repair Shop?

A large part of being successful in business is understanding what keeps some customers coming back and what drives others away. Building customer loyalty is key to any business’ long-term survival.

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 key 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 in early 2020.


AIA Canada members, grab your copy AT NO COST NOW!

Non-member price: $199

Download the Executive Summary.


For more information, please contact Communications at:

180 Elgin Street, Suite 1400 Ottawa, ON K2P 2K3

1-800-808-2920, ext. 233

Report is currently available in English only. The French release of the report will be available soon after the release date.