Mazda leads satisfaction survey again

The Japanese manufacturer was chosen as the best manufacturer by 26,000 customers over the last six months as part of the UK Institute of Customer Service Satisfaction Survey.

In total Mazda received a score of 80.6 per cent compared to fellow Japanese brand Honda in second place with 80.3 per cent.

The industry average was 75.6 per cent, a slight increase on the January industry average and keeps the automotive sector above the likes of telecommunications and utilities sectors.

The survey asked customers to rate customer service for each manufacturer across a number of criteria including professionalism, quality, efficiency, ease of doing business, problem solving.

Mazda, which counts the popular MX-5 and new Mazda5 MPV as two of its best-sellers, and the results are designed to reflect how satisfied customers are and how likely they are to stay with the brand.

"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.

The research discovered the top customer priority in the survey was the overall quality of the product or service, making it less likely to lead to a complaint.

Being treated as a valued customer, speed of service, friendliness of staff and the handling of problems and complaints completed the top five customer priorities.

Other customer priorities of note include handling of inquiries, competence of staff, ease of doing business, being kept informed and the helpfulness of staff.