Friday Focus: Mazda improving already excellent customer service © Mazda

Friday Focus: Mazda improving already excellent customer service

Mazda is on a mission. A mission to improve its already excellent ownership experience and customer service – and it’s succeeding, having climbed 11 places in this year’s 2014 JD Power Overall Vehicle Ownership Satisfaction Survey.

This year Mazda finished in the top 10, coming in ninth with 778 points out of a possible 1,000 maximum score.

That’s quite a result given the size of the survey. JD Power collected data from 15,562 new vehicle owners whose cars were registered between January 2011 and December 2012.

Overall customer satisfaction was then assessed in four areas, with Mazda recording some excellent and extremely consistent results.

Friday Focus: Mazda improving already excellent customer service © Mazda

The brand scored 31% for vehicle appeal, 25% for ownership costs, 22% for service satisfaction and 22% for vehicle quality and reliability.

Although these results might seem low, the four ratings are reflected in an index based on the 1,000-point scale. With a score of 778 taking it to ninth place overall and marking an 11 place improvement on last year’s result, Mazda is proving to its customers it’s bettering things for them.

Bear in mind that vehicle appeal covers 56 different aspects of the car, while other areas of assessment include the owner’s most recent dealer service experience and a detailed study of 90 possible problem areas.

Breaking the results of the survey down further, the Mazda 2 supermini was ranked second in the Small Car category, while the iconic Mazda MX5 – the world’s best-selling two-seater – was awarded second position in the Sporty category.

Friday Focus: Mazda improving already excellent customer service © Mazda

With the Mazda 6 finishing third in the Mid-size class, it shows the brand has plenty of depth and an incredibly strong range of cars that deliver what real-world customer want.

The 11-place improvement shows Mazda is bucking the trend in the industry, too – the Japanese brand recorded by far and away the biggest improvement in finishing position compared to 2013 results.

It’s no surprise when you look at the excellent performance, attractive styling, superb safety and sensational economy of its latest Skyactiv Mazda models.

Friday Focus: Mazda improving already excellent customer service © Mazda

Managing director, Mazda UK, Jeremy Thomson:

Everything we do at Mazda, every convention we challenge, is dedicated to making things better for our customers. So we are absolutely delighted to have our unique approach appreciated by such a strong performance of satisfaction from those customers themselves.”

Do you own a Mazda? How satisfied are you with your ownership experience – from how the vehicles performs and drives to how you’re treated when you take the car in for a service.

Let us know on twitter @twwhiteandsons or on our Facebook page.

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