Free Wi-Fi is what keeps Canadians happy when having their car serviced: survey

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When Canadians have their cars serviced, what they really want is free Wi-Fi while waiting and for their service advisors to use a tablet when explaining the work, finds a study by J.D. Power.

The survey of 12,340 Canadian owners with vehicles between four and 12 years old found that when having work done on a car, access to Internet is one of the least-offered amenities, but generates the highest satisfaction score.

"Customers are demanding a connected service experience," said J.D. Ney, manager of the automotive practice at J.D. Power in Canada, in a statement. "From scheduling appointments to interacting with the service advisor to staying connected via unobstructed Wi-Fi access, customers expect these services from their local coffee shop, so why wouldn't they expect the same of their dealership."

The study found six per cent used the Internet to schedule their last appointment, but 14 per cent say it is their preference.

Customers are more willing to go ahead with additional work if the service advisor is explaining the work on a tablet. Only 21 per cent of customers said an advisor used a tablet. When the advisor did, 61 per cent had the additional work done, as opposed to 44 per cent who had the work done if it was explained not using a tablet.

And while waiting for work to be completed, customers want to check Facebook or something else on their phones without using data. The study found 53 per cent said they "will definitely" return for future service at a facility that offered free Wi-Fi, as opposed to 42 per cent who "will definitely" return to a facility that doesn't offer it.

"Customers want, and frankly expect, to stay connected while they wait for their vehicle so they can either be productive or entertained," said Ney. "Simple Wi-Fi access requires the service facility to make a small investment, but the reward is a higher degree of customer engagement, which leads to higher customer loyalty."

So who does service the best?

Respondents rated Lexus dealerships the highest with a rating of 819 followed by Great Canadian Oil Change (789) and Fountain Tire (786). Wal-Mart finished at the bottom of the list with a score of 651, followed by Costco (681) and Chrysler/Dodge/Jeep/Ram/Fiat, the lowest-ranked dealerships, (698). Canadian Tire finished fourth from the bottom with a score of 700.

Overall, satisfaction in dealerships dropped this year to 729, down from 731 in 2015.

Here is the full list

Active Green & Ross, Goodyear Auto Centre, Infiniti Dealerships, Kal Tire, Ok Tire, Speedy and Vovlo Dealerships weren't included due to a small smaple size.