Mazda Tops Customer Satisfaction Survey (2010)

Steve Jellis - Aftersales Director, Mazda Motors UK

Steve Jellis - Aftersales Director, Mazda Motors UK

Mazda has once again emerged as the best car company for 'customer satisfaction' with the brand and its dealers topping the automotive sector in the UK Institute of Customer Service Satisfaction Survey with a score of 80.6 per cent, well above the industry average of 75.6 per cent.

The top five results in July 2010's survey were:

  • Mazda - 80.6%
  • Honda - 80.3%
  • BMW/MINI - 80.2%
  • Toyota - 79.6%
  • Mercedes Benz - 79.0%

Every six months the Institute of Customer Service asks 26,000 people what they think about the service they've received from the UK's major organisations. The information is then collated and the results published as the UK Customer Satisfaction Index (UKCSI). Although the overall index score rose slightly from January 2010 to 75.6 per cent, Mazda remains comfortably ahead of the car company average. The highest score in any sector was 88 per cent for both Waitrose and John Lewis and the lowest 56 per cent in the utilities sector.

ICS research has found that the Top 10 customer priorities are:

  • overall quality of the product or service
  • being treated as a valued customer
  • speed of service
  • friendliness of staff
  • handling of problems and complaints
  • handling of enquiries
  • competence of staff
  • ease of doing business
  • being kept informed
  • helpfulness of staff

The scores are worked out from consumers' answers to questions about these 10 priorities and other, more general ones relating to overall satisfaction and how likely customers are to stay with an organisation, recommend it to a friend and buy its products/services again.

The twice-yearly survey covers more than 150 companies in the retail, financial, tourism, telecoms, transport and automotive sectors.

"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," comments Steve Jelliss, Aftersales Director for Mazda UK.

Published 21 July 2010 Staff

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