Mazdas for Less in Grand Rapids, Michigan

Mazda Steadily Improves Customer Service

March 21st, 2011

According to J.D. Power and Associate’s 2011 Customer Service Index (CSI), Mazda was ranked as the most improved mass market automotive brand. Mazda’s overall score of 750 is up 33 points over its 2010 score, and improved its performance in every category.

The CSI study evaluates customer satisfaction from those that visit a service department for maintenance or repair work. Dealer performance is evaluated only for the first three years of vehicle ownership. The study looks at several areas of the service experience, including service quality; service initiation; service advisor; service facility; and vehicle pick-up.

“This performance is a reflection of the hard work and dedication of all Mazda dealerships across the U.S., and is an indication that we are on the right path to long-term success with the programs and policies put in place over the last couple of years,” said Jim O’Sullivan, president and CEO, Mazda North American Operations.  “This business is a marathon not a sprint, and we are building a company and a brand that speaks for quality and customer satisfaction.  Our customers are very important to us and they deserve the very best treatment as Mazda owners.”

Aside from dealership service experience, Mazda has been making improvements in other areas as well. The automaker’s consistent effort in increasing residual values (the amount a vehicle is worth at the close of a lease) means the company’s vehicles are an ever-increasingly smart choice from a value and ownership perspective.


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