Research Services

CRS provides manufacturers with a comprehensive view of the new- and used- vehicle shopping, decision-making, and purchase process from a consumer perspective. Conducted within the first 90 days of ownership, CRS explores the purchase experience at the dealership-from greeting to delivery-through the customer's eyes. The study includes measures consistent with the firm's Sales Satisfaction Index StudySM (SSI) in the United States, as well as key questions that are included in other Canadian studies at different points in the vehicle ownership cycle.

This study provides the Canadian automotive industry with insight into how well each manufacturer satisfies customer needs in five key factors-sales experience, service experience, vehicle quality, vehicle appeal, and cost of ownership. New-vehicle owners are surveyed approximately 15 months after purchase-a critical point during which opinions begin to form about brand and/or retailer loyalty. The study provides manufacturers with insight to help them understand customer perceptions of the dealership and the service experience. This enables manufacturers and dealers to more effectively dedicate resources in order to enhance customer satisfaction and retention.

This study surveys Canadian owners regarding vehicles that are between two and 12 years old. It provides detailed information on vehicle servicing habits, owner attitudes, service satisfaction, and retention for all types of auto service establishments-dealers as well as aftermarket. The study contains information by make and model and includes a comprehensive service satisfaction index and a retention index, which measures the ability of a dealer or manufacturer to retain customers. This study is the definitive source of actionable information on service performed on vehicles off warranty or about to come off warranty.

This study of new-vehicle buyers assesses consumer satisfaction with finance providers. It includes insights from owners who have financed or leased new or used vehicles within the past year and explores finance providers used, satisfaction with the lease/loan initiation process, problems experienced, and satisfaction with lease or loan performance.

This annual study assesses dealer satisfaction with finance providers. It provides diagnostic information regarding the performance of finance providers in the areas of floor planning, retail credit, retail leasing, and their overall relationship with the dealer. It also examines the relative importance of each of aspect of the dealer's financing business. The study includes a detailed management report and data tabulations.

This study identifies the features and content of OEM-sponsored Web sites that potential new-vehicle buyers find most useful and appealing. The study provides analysis to help manufacturers develop Web sites that drive traffic to dealerships and generate online requests for price quotes. Sites are evaluated from two perspectives—overall functionality and the importance of different features to online shoppers. It explores consumer ratings and the relative importance of various aspects of site navigation, appearance/presentation and the relevance of the information provided on the Web site. MWES is an annual study conducted via an online survey of panel members who indicate that they will be in the market for a new vehicle within the next 12 months.

This study provides home builders with a comprehensive picture of customer satisfaction throughout the entire home buying and early ownership experience.

The objectives of this study are to provide new-home builders with a clear understanding of:

• The factors that drive home buyer satisfaction and loyalty
• Builder performance in each of these factors
• Reasons why customers buy from and/or reject each builder
• Which construction problems are most common and the extent to which various types of problems lead to customer dissatisfaction
• Problem resolution performance and the impact of builder warranty service efforts on customer satisfaction
• Builder strengths, opportunities for improvement and recommendations for action to improve home quality and customer satisfaction
• Individual company performance in a competitive industry context
• Builder performance benchmarked over time

This study examines consumer satisfaction at every "touch point" in the mobile phone experience. The study includes analysis of issues that matter most to customers and to overall business success. All aspects of the wireless experience are examined-the purchase experience at the retailer, the service provider and the handset. The study targets wireless users who have been with their service provider for more than one month. Additionally, it also analyzes purchase intent from consumers who are not currently using a wireless phone, but intend to purchase one within the next 12 months.

This study examines investor satisfaction with full-service investment firms providing valuable insights for industry executives. The study looks at the factors that drive satisfaction in the investing community, including:

• Integrity
• Fees
• Statement process
• Problems and resolution

Also included are investor profiles, which analyze investor behavior and the individual features of the portfolio they maintain, relative to the competition.

This study examines the factors that matter most to investment clients who make all of their investment decisions independently. The study sets a quality benchmark for the industry, and provides a better understanding of the needs, expectations, and desires of today’s investors.

Factors examined in the study are:

• Account Information
• Account Offerings
• Information Resources
• Interaction (Web Site, Phone, Branch Office)
• Trading Charges and Fees

The study also examines the impact each factor has on investor loyalty, retention, and advocacy.

This study is an industry benchmark of customers’ commitment to their primary financial institution. The study provides critical benchmarking information for numerous banks across Canada and identifies the dominant factors that impact personal banking customer satisfaction.

Factors examined in the study include:

• Account Activities
• Account Information
• Facility
• Fees
• Product Offerings
• Problem Resolution

These studies examine the full spectrum of the overall customer experience with their insurance company. The study provides actionable information to help insurers better understand the shopping characteristics, satisfaction, loyalty, and service experiences of today’s auto and home insurance customers.

Factors examined in the studies include:

• Policy Offerings
• Billing and Payment
• Agent/Broker, Call Centre and Website Interactions
• Price/Premium
• Claims