The Mazda dealer network has worked extremely hard in recent years to give customers the very best service. This has certainly paid off, according to the latest study by JD Power, Mazda has the top spot in their Customer Satisfaction Survey. This is an impressive achievement, but it should be noted that this success is the third time in a row for Mazda! Here in Australia, Mazda has edged out both Toyota and Nissan to take this crown yet again. Letís take a closer look at how Mazda has achieved this success.
An Enhanced Customer Experience
There are a few key trends that seem to repeat themselves throughout the entire JD Power survey. Itís notable that the transparency and ease of booking the service seemed to be a key factor for customers. Around 19% of customers reported watching their car being serviced and they were more satisfied than those owners that couldnít. Also, customers that could book their servicing appointment online were generally more happy that those that had to arrange the service on the phone.
Online Engagement is Key
The Australian manager at JD Power is Bruce Chellingworth, and after the latest survey, he said: "brands with a strong online platform have the added advantage of engagement with their customers before they even walk into the dealership." He then added " they are offering an enhanced customer experience early on," it seems to be key then that brands engage with their client online. Later, Mr. Chellingworth stated "Brands should not only actively communicate and promote the usage of the online channel, but also complement their outreach by using offline tools" he then added, "this will provide a smoother transition to the online platform and ensure a cohesive customer experience."
How Did Mazda Score?
In total, Mazda scored 789 out of a maximum score of 1,000 in a survey of 4,586 car owners. Mazda edged out Toyota with a score of 783 and Nissan came third with a score of 779. Itís the little things that make a big difference to customers, regularly washed and vacuumed cars say a great deal about a car dealership. Customers had more satisfaction when they were walked back to their cars after a servicing appointment. It seems that Mazda knows how to treat their customers, but there is always room for improvement, and perhaps they will hit four times in a row on the next JD Power survey.
If they are looking for local Mazda dealers, Perth based drivers should get in touch with us here at Mandurah Mazda. We have new, demo and pre-owned cars for sale and we can provide high quality servicing for your car. If you need to finance your new Mazda purchase, you will discover that our rates are highly competitive and the repayments can be tailored to suit your needs. If you have any further questions, your friendly local Mazda dealership is here to help, and we look forward to hearing from you.