Perrys helps Mazda to customer satisfaction success

Local dealership, Perrys has helped Mazda once again emerge as the nation’s best car company for ‘customer satisfaction’. The brand and its dealer network, including the Perrys showroom based on Barugh Green, Barnsley topped the automotive sector in the latest ICS UK Customer Satisfaction survey with a score of 83.3 percent, well above the car industry average of 78.4 percent.

The top five brands in January’s survey were:

1. Mazda 83.3%

2. Volvo 81.5%

3. BMW/Mini 80.0%

4. Toyota 79.8%

5. Mercedes Benz 79.6%

Mazda’s winning and improved score – up from 80.6 percent in July 2010 – is also combined with clear market leadership for ‘perceived value’ versus rival brands, in terms of comparing costs with customer benefits.

"This survey result is another strong testament to the quality of Mazda products, our customer service philosophy and the ability of Perrys and Mazda to focus on what Barnsley’s motorists really want," said Alan Greenwood, General Manager at Perrys. "Top place, with a higher score, confirms that Mazda and its dealer network continues to be focused on delivering a quality and professional service at a reasonable cost, to ensure that Mazda ownership is a truly satisfying experience."

UK Customer Satisfaction Index

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).

The overall average score rose slightly from July 2010, from 75.6 to 76.7 percent. The highest score in any sector was 89 percent (for both Waitrose and John Lewis) and the lowest 56.8 percent.

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

1. Overall quality of the product or service

2. Being treated as a valued customer

3. Speed of service

4. Friendliness of staff

5. Handling of problems and complaints

6. Handling of enquiries

7. Competence of staff

8. Ease of doing business

9. Being kept informed

10. 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.

For more information about the full Mazda range, to arrange a test drive, or to book a workshop visit, please call 01226 776 192 or drop into the dealership on Barugh Green, Barnsley. Alternatively log on to the new look Perrys website-