Citing quality, partner reliability and sourcing issues, shops are pivoting how they do business with their jobbers
Automotive service providers across Canada are navigating a period of significant transition, as the traditional reliance on speed and proximity gives way to a pressing need for part reliability and technical accuracy.
For years, the “first call” was a title earned through a combination of local presence and established relationships. However, the 2026 Annual Shop Survey suggests those foundations are cracking.
Seemingly leading the way is quality concern. Respondents repeatedly pointed out that they’re increasingly frustrated by what many describe as a flood of unreliable components entering the aftermarket, leading to a shift in priorities that favours brand reputation over price. This change is not just a preference but a survival strategy for shops that can’t afford the labour costs and reputational damage associated with repeated warranty failures.
The data reveal an industry that is casting a wider net than ever before. Where a shop might have once relied on one or two primary jobbers, many are now managing accounts with seven or more distributors to find the specific brands they trust. This diversification is a direct response to an apparent confidence crisis in the aftermarket, with some respondents reporting that parts labelled as premium are failing in a fraction of the time compared to original equipment.
This lack of trust is driving a notable surge in sourcing from new car dealers, particularly for complex electronic and suspension components where the margin for error is non-existent.
As vehicles become more technologically advanced, the pressure on the shop floor has intensified. Service providers are grappling with the need for expensive diagnostic equipment and specialized training while simultaneously dealing with a scarcity of skilled labour. In this environment, every minute spent on the phone or searching for a part is a minute lost to a bay that isn’t moving.
The 2026 survey highlights a collective plea for the aftermarket to return to basics: Consistent communication, stable digital tools and a commitment to quality that matches the high standards shops must provide to their customers.
Let’s break down the specific shifts in sourcing habits, pricing and the evolving relationship between the shop and the jobber.
The declining dominance of the first call
While availability and inventory remain the primary drivers for choosing a first-call jobber, their importance is slipping. In 2024, 45 per cent of shops cited availability as their top priority; that number fell to 41 per cent in 2025 and has dropped again to 39.5 per cent this year.
This decline suggests that simply having a part on the shelf is no longer enough to guarantee the first call if the quality of that part is in question. The importance of specific brands has seen a corresponding rise, growing to 13.2 per cent from 8.2 per cent a year ago.
“They must first ‘have stock,’ at the right price, ordered online, labour warranty program and a relationship with counter persons when needing assistance,” one respondent noted.
But the human element of the transaction is also being re-evaluated. The importance of the relationship between the shop and the jobber dropped significantly to 24 per cent, down from 31 per cent in 2025.
This may be due to the increased use of centralized call centres and online portals, which can distance the technician from the local counterperson. Respondents noted the need for transparency in these interactions.
“We need to deal with a supplier that covers their warranty, delivers on a set time,” one wrote. “Constant communication. Say what they do and do what they say.”
Another noted that quality is lacking, and people will pay more to get it. “Quality and availability are the most important things, as well as being able to look up and order information,” they added.
Lamenting parts quality was consistent throughout the survey.
“The relationship with the jobber is the most important. Because quality of parts is so bad, I need to know the jobber will stand behind it,” one highlighted, summing up the feelings of many respondents.
Despite the focus on digital tools, the role of the counterperson actually saw a small resurgence in 2026, making up five per cent of responses after not registering as a top factor in 2025.
“A counterperson willing to put in the effort to find the right part the first time is worth more than a website that doesn’t understand the nuances of a specific VIN,” one respondent noted.
“We need a supplier that has good, recognized brands, good warranty, knowledgeable staff, speedy service and part availability,” another said. “Price is important, but not that much of a factor as you get what you pay for.”
Expanding the supplier network
The most visible shift in the 2026 survey is the number of distributors a shop will use. The traditional model of relying on three to four sources — let alone one or two — is rapidly becoming a thing of the past. In 2024, half of all shops stayed within that three-to-four range, but that has dropped to 37 per cent this year.
In its place, shops are expanding their search: 26 per cent now use five to six distributors, and 21 per cent use seven or more. This is a massive jump from 2024, when only five per cent of shops used seven or more sources.
This sourcing spread is often a matter of necessity. When a primary jobber cannot provide a trusted brand, technicians will keep calling until they find one that can.
“The Canadian aftermarket has chronic major issues to sort through with competitive online suppliers, bottlenecked in a U.S. stranglehold on that delivery medium. We really don’t need the U.S. if our Canadian suppliers put the work in to develop macro level alternatives like we’ve had to do on a micro level to survive,” was how one shop owner explained the frustration of the current supply chain.
The number of shops relying on only one or two distributors has also shrunk to 16 per cent, down from 35 per cent just two years ago. This suggests that the “loyalist” shop is an endangered species, replaced by a more transactional model where the shop goes wherever the quality parts are located.
The surge in dealer sourcing
One of the most significant findings in the 2026 data is the increased reliance on new car dealers for parts. While half of the industry still keeps their dealer purchases below 10 per cent, there has been a dramatic spike in the mid-range. This year, 13 per cent of shops reported that between 25 and 49 per cent of their inventory comes from dealers. In previous years, this category was virtually non-existent, registering at less than 3 per cent.
This pivot to the dealer is driven largely by a lack of trust in aftermarket electronics and suspension components. Shops are finding that aftermarket versions of these parts often fail to ‘handshake’ with vehicle computers, leading to “ghost codes” and recurring diagnostic issues.
“Buying more electronic-specific, or suspension-specific for quality concerns,” one respondent said as a reason for shopping more at dealers.
“More dealer parts due to quality issues with aftermarket parts. Will not buy anything electrical from jobbers,” echoed another.
“We are finding more reasons to go to the dealer as premium aftermarket parts are letting us down in ‘fit, form and function,’” a respondent pointed out, before noting a long list of grievances. “Spent a few days chasing a parasitic draw that was a Febi door actuator on a Mini. Aftermarket Vanos Magnetic actuators setting ghost codes, thermostats not meeting specs, wide range sensors, leak detection pumps, parking brake cables, alternator on a late-model Toyota Rav4, incorrect regulator, etc., etc., etc.”
The price and quality paradox
Price and discount have hit a three-year low in terms of importance for the first call, falling to 7.9 per cent from 10.8 per cent in 2024. While everyone wants a fair deal, the data suggest that shops are prioritizing “the best” parts over the cheapest ones. In 2026, 63 per cent of respondents said they explicitly order high-quality or premium parts, up from 51 per cent last year.
However, there is still a segment of the market that remains focused on the bottom line, driven by consumer demand. One respondent was particularly direct on this point: “Price is the bestest factor in consumer decision. If someone tells you something different, they are liars.”
This highlights the tension between the shop, which wants a reliable repair, and the customer, who may be struggling with the overall cost of vehicle ownership.
The use of private label or “store brand” parts remains a point of contention. About 37 per cent of shops say that private labels make up 80 per cent or more of their purchases, while 31 per cent buy less than 30 per cent in private labels. This split suggests that some shops have found private label lines they trust, while others view them as a risk to their reputation.
“As long as private label parts are high enough quality, then there could be a shift to that supply. But it comes down to the best quality available for the customer in their price range,” one respondent said.
“More time wasted trying to find quality options,” another noted when describing their purchasing habits. “Or looking up at multiple suppliers because it is very rare for one supplier to have all parts we need.”
Friction in the digital shift
Online ordering habits have taken an unexpected turn in 2026. The percentage of shops that do 90 to 100 per cent of their ordering online has dropped to 13 per cent, a sharp decline from 31.1 per cent in 2025. Conversely, the number of shops doing very little online ordering, zero to nine per cent, has risen to 24 per cent.
This retreat from total digital reliance may be due to frustration with the tools themselves. While many appreciate the convenience of ordering without being put on hold, others find the constant updates to ordering platforms to be a hindrance.
“Distributors can improve things by stop ‘improving’ their order sites. If it works okay, please leave it alone,” one respondent recommended.
Another respondent highlighted the time-saving nature of online portals but noted the need for accuracy.
“Cost is important for the shop, as well as the customer. Would rather use supplier closest to shop,” they noted. “Easiest to order online; do not need to be on hold and spend precious time.”
The future of the bay
When asked about the top issues affecting their business, vehicle technology remained the clear leader at 26 per cent. The complexity of modern vehicles, which often require coding or flashing for even basic component replacements, is a major stressor for independent shops. Technician training followed at 16 per cent, as shop owners struggle to keep their staff up to date with rapidly changing systems.
The scarcity of skilled labour continues to be a bottleneck for growth. While existing staff are described as stable, finding new talent is a significant challenge.
“Need more skilled people. More qualified staff. More young people being encouraged to enter the industry,” was how one respondent summed up the challenges.
Another one goes back to pricing. One urged jobbers to adopt a multi-tier model: One for shops that buy a higher number of parts, one for shops that buy occasionally and a third for walk-ins and DIYers
“We should not be getting over-the-counter customers come to our shop purchasing parts at the same or very close to same as our shop,” they wrote. “It looks bad on the whole industry and causes unnecessary frustration. When we work together, everyone wins!”
This article originally appeared in the May 2026 issue of Jobber News.
