Customer experience and transparency: the new differentiators in the Canadian aftermarket

Consumers no longer tolerate friction — and they will pay a premium to avoid it.

In a market where products and prices are increasingly similar, customer experience has become the true differentiator. According to the Jan Kelley 2026 report, Canadian consumers no longer accept friction in their service journey: long waits, lack of information, and unexpected charges. Aftermarket players that eliminate these barriers at every stage of service earn lasting loyalty — even when their prices are higher than competitors’.

For Canadian shops, this means investing in proactive communication, clear pre- and post-service explanations, real-time updates, and a process that leaves no surprises. Transparency is not just an ethical value — it is a direct competitive advantage. In 2026, customers who trust their repair shop return and refer others. Those who experience poor service share their frustration online and never return.

According to the Jan Kelley report — 6 Trends Shaping the Canadian Automotive Aftermarket in 2026.

Photo by Leonardo Iribe