Canadian Drivers Pay More at Dealerships, but Aftermarket Shops are Winning Their Trust

Lexus, Mercedes-Benz and NAPA AUTOPRO Each Rank Highest in Customer Satisfaction in Respective Segment

• Average dealership service spend rises to record $566, up 5% year over year and approximately 51% since 2020
• Auto dealers capture 49% of service visits but 63% of service revenue, while visit frequency remains unchanged
• Canadian vehicle sales forecast to be more than 60% ZEVs by 2040, posing challenges to the aftermarket

TORONTO--(BUSINESS WIRE)--Owners of aging vehicles in Canada are paying more to keep them on the road, as the average spend per service visit across all service facility types for vehicles aged four to 12 years has increased to $443 from $415 in 2025, according to the JD Power 2026 Canada Customer Service Index—Long-Term (CSI-LT) Study℠, released today. At dealerships, the average amount paid for service has reached an all-time high of $566, up 5% from $539 a year ago and 51% higher than $375 in 2020. For aftermarket facilities, the average amount paid for service reaches $323, up 7% from a year ago and 34% higher than $241 in 2020.

While average spend per visit has increased at both dealerships and aftermarket shops overall, the average number of times owners service their vehicle each year remains unchanged at 1.8 per year for dealerships and 1.5 per year for aftermarket shops. Dealerships also continue to capture nearly half (49%) of all service visits, up slightly from 48% a year ago, compared with 28% for aftermarket chains and 23% for independent shops. However, with higher service charges per visit and typically more complex work, dealerships account for nearly two-thirds (63%) of the market’s total service revenue, which is expected to remain relatively flat year over year¹, with a stagnant vehicle parc limiting overall market growth.

“Higher service costs are creating more revenue per visit, but they are not necessarily creating a larger service market,” said J.D. Ney, managing director, JD Power Canada. “For dealerships and aftermarket shops, the opportunity is therefore less about relying on market growth and more about earning customer loyalty through the quality of the service experience, particularly as the mix of vehicles coming through service bays continues to evolve.”

JD Power forecasts that by 2035, 43% of new vehicle sales in Canada will be BEVs (battery electric vehicles) or ZEVs (zero emissions vehicles) and passing 60% by 2040. This poses a particular challenge to the Canadian automotive aftermarket. While the aftermarket currently captures 51% of all ICE (internal combustion engine) vehicles serviced in the studied vehicle age range, it sees only 34% of service occasions and 28% of the associated revenue for ZEVs. One key factor driving that gap is trust in a service provider’s capabilities. Slightly more than one-third (36%) of ICE vehicle owners say they trust dealerships with complex repairs. That number jumps to 42% among ZEV owners. Bridging that gap will be critical for aftermarket providers as Canada’s EV adoption rate climbs during the next decade.

Following are some key findings of the 2026 study:

• Aftermarket providers gain ground on customer experience: Aftermarket service facilities deliver three of the most impactful drivers of satisfaction more consistently than dealerships, including customer-focused service advice (91% vs. 89%, respectively), completing work right the first time (94% vs. 91%, respectively) and a fast vehicle pick-up process (69% vs. 52%, respectively). Year over year, overall satisfaction has increased 13 points among independent facilities and six points among aftermarket chains, compared with a one-point increase among dealerships.

• Prior experience remains the strongest driver of dealership selection: Nearly half (47%) of dealership customers say prior experience with the service department was a reason they chose the dealership for their most recent service visit. Convenience of location (28%) and prior experience with the sales department (23%) follow.

• Independent shops lose visit share despite higher spend: Independent shops account for 23% of service visits in 2026, down from 26% in 2025, while average spend at independent shops has increased to $363 from $311.

Study Rankings

Mercedes-Benz Dealerships, for a second consecutive year, and Lexus Dealerships share the highest ranking in the dealership segment, each with a score of 841 (on a 1,000-point scale). Toyota Dealerships (829) ranks second and Honda Dealerships (821) ranks third.

NAPA AUTOPRO (849) ranks highest among aftermarket service facilities. Great Canadian Oil Change (826) ranks second and Kal Tire (819) ranks third.

To view the complete rankings, visit: http://www.jdpower.com/pr-id/2026091.

The Canada Customer Service Index—Long-Term (CSI-LT) Study measures service usage and satisfaction among owners of vehicles that are four to 12 years old and analyzes the customer experience in both warranty and non-warranty service visits. Overall satisfaction is based on five factors (in order of importance): service quality (32%); vehicle pick-up (20%); service facility (17%); service initiation (16%); and service advisor (15%). This year’s study is based on responses from 10,262 owners and was fielded between the months of March and June 2026. The CSI-LT delivers one of the industry’s most complete views of aftersales performance for dealer and aftermarket service departments. The study identifies specific drivers of satisfaction and loyalty in service and highlights operational best practices and training needs.

For more information about the 2026 Canada Customer Service Index—Long Term (CSI-LT) Study, visit https://www.jdpower.com/business/canada-customer-service-index-long-term-csi-lt-study/.

About JD Power

JD Power is a proven leader in business-critical data and intelligence to drive auto-related decisions with confidence and clarity. By leveraging unmatched proprietary data, advanced analytics and deep industry expertise, JD Power fuels original equipment manufacturers, retailers, lenders, insurers and partners to enhance their performance.

Since 1968, JD Power has delivered incisive guidance and intelligence about customer interactions with brands and products. To learn more about the company's business offerings, visit JDPower.com.

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¹ According to the GlobalData Global Light Vehicle Forecast Q2 2026