Customer satisfaction key to Mazda sales success

Customer satisfaction is crucial to new car sales success and that is why Mazda UK is a long-time supporter of the successful and now newly-branded Motor Industry Code of Practice for New Cars.

Mazda continues to buck the UK recession with continued sales success. This achievement was underlined when the Japanese manufacturer recorded a record first quarter retail market share of 3.1 percent and an overall market share reaching a record 2.5 percent.

With recent annual sales climbing up to around 50,000 units in three successive years, managing director Jeremy Thomson commented: “Once we get a customer we tend to keep them. Our customers are very loyal.”

Last year Mazda UK’s customer hotline received a total of 16,226 calls from vehicle owners and drivers relating to issues with their cars and dealers and the brand says it achieved an excellent customer satisfaction record in dealing with the inquiries.

Mr Thomson added: “The New Car Code has helped us achieve that success, because the guidance and advice it offers to both ourselves and our customers supplements the established systems and procedures we have in place at Mazda.”

Mazda UK, like most responsible retail businesses, has a dedicated and robust service culture and a customer service department anxious to provide solutions to concerned drivers and vehicle owners.

Mazda’s first-class warranty provides drivers with cover in the event that they experience problems with their new car resulting from a manufacturing defect. The company commits to meeting its obligations under the terms and conditions of its warranty.

“In a few exceptional circumstances, some of our customers have felt the need to refer to the New Car Code for advice and we have been happy to engage in supplying all relevant information on the matter. In the rare instance that a case has been referred for conciliation, we have agreed to meet our commitments. As a result, customer loyalty is one of the hallmarks of the Mazda brand in the UK," Thomson revealed.

“Rather than considering the New Car Code as a nuisance we view it as a useful addition to our customer services armoury and a valuable business tool to maintain and attract customer loyalty. It has been an effective way of dealing with disputes to the mutual satisfaction of customers and our network.

“Mazda will continue to strive to exceed our customers’ expectations and deal with any disputes through our established channels but in the rare instance an issue cannot be dealt with in-house we are committed to the process of the New Car Code because it has and continues to serve as a valuable business tool for our customer services aims and objectives,” Thomson concluded.