Mazda Tops British Customer Satisfaction Index

Mazda’s well sorted service network and its reputation as a builder of reliable, well made cars has helped it emerge as the Britain’s best car company when it comes to customer satisfaction, with the brand and its dealers topping the automotive sector in the latest UK Customer Satisfaction Index with a score of 83.3 percent, well above the car industry average of 78.4 percent.

"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.

The company has managed to significantly improve its rating from the last score of 80 percent in July 2010. In order to get the most accurate results possible, a total of 26,000 people were polled by the Institute of Customer Service and asked what they thought about the service they've received from the UK's major sellers. In January’s results, Volvo came second with 81.5 percent, followed by BMW Group (BMW brand and MINI) with 80 percent satisfaction. Toyota, with 79.8 percent, and Mercedes Benz, with 79.6 percent, came in 4th and 5th place respectively.

The scores are worked out from answers to questions about 10 customer priorities and sometimes, more general ones relating to overall satisfaction and how likely customers are to stay with a particular brand of car, recommend it to a friend and buy its products/services again.

“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,” Jelliss also added about the results of the test.