Once again Mazda is the UK's best car company for ‘customer satisfaction.’ Mazda and its dealers topped the automotive sector in the latest UK Customer Satisfaction Index.
The UK Customer Satisfaction Index is a twice-yearly survey that covers more than 150 companies in the retail, financial, tourism, telecoms, transport and automotive sectors. 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.
Mazda’s winning and improved score was 83.3 percent, well above the car industry average of 78.4 percent.is also combined with clear market leadership for ‘perceived value’ versus rival brands, in terms of comparing costs with customer benefits. Mazda's score is up from 80.6 percent in July 2010 -
ICS research has found that the Top 10 customer priorities in the UK 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 top five results in January’s survey were:
- Mazda 83.3%
- Volvo 81.5%
- BMW/Mini 80.0%
- Toyota 79.8%
- Mercedes Benz 79.6%
“This survey result is another 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,” comments Steve Jelliss, Aftersales Director, Mazda UK. “Top place, with a higher score, confirms that our whole organisation and franchise 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.”
To find out more about the Mazda Range call Mazda Durham on freephone 0800 9804534 or Mazda Darlington on freephone 0800 9804532.