More customers are satisfied with Mazda
23 July 2010
Mazda UK has topped the recent satisfaction survey conducted by the UK Institute of Customer Service (ICS), being named the best car manufacturer for customer satisfaction twice
Mazda UK has topped the recent satisfaction survey conducted by the UK Institute of Customer Service (ICS), being named the best car manufacturer for 'customer satisfaction' twice in a row. The Japanese marque along with its dealers got a score of 80.6%, well above the automotive sector's average of 75.6%.
ICS asks 26,000 people every six months on what they feel about the services they have received from the major organisations across the country. The data is collected and the results are published as part of the UK Customer Satisfaction Index (UKCSI). Despite the slight increase in the overall index score to 75.6% from January 2010, Mazda has managed to remain ahead of the automotive sector average.
"This survey result is a strong testament to the quality of our products, our customer service philosophy and the ability of Mazda dealers across the nation to focus on what UK motorists really want. Namely, delivering a professional service to ensure that Mazda ownership is a truly satisfying experience", said Steve Jelliss, aftersales director of Mazda UK.
Mazda was closely followed by Honda with 80.3% and BMW/MINI with 80.2%. Toyota and Mercedes Benz trailed behind with 79.6% and 79.0%, respectively.
ICS found that the top priorities of a customer are overall quality of the service or product, speed of service, being treated as a valued customer, friendliness, competence and helpfulness of staff, handling of problems and complaints as well as enquiries, being kept informed, and ease of doing business.
Customer's answers to questions regarding these top priorities are worked out to know how likely a customer will stay with an organisation, buy its products or services again, or recommend it to a friend.
The biannual survey covers over 150 companies in financial, telecoms, tourism, transport, retail and automotive industries.
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