Mazda tops J.D. Power 2016 Philippines Customer Service Index Study

Mazda Philippines takes pride in the results of the J.D. Power 2016 Philippines Customer Service Index (CSI) Study after it shows Mazda as the top brand when it comes to newvehicle owner customer satisfaction with aftersales service.

Now on its 16th year, the CSI Study measures new-vehicle owners satisfaction with the brands’ after-sales service process at an authorized service center. It surveys dealership performance in five factors ranked in order of importance: service quality (29 percent); service initiation (26 percent); vehicle pick-up (17 percent); service facility (14 percent) and service advisor (14 percent). The study measures brand service performance using a 1,000-point scale with higher scores indicating higher customer satisfaction.

This year’s study is based on the responses from 1,838 new car owners who bought their vehicles from February 2014 and May 2015 and took their vehicle for service to an authorized dealer or service center between August 2015 and May 2016. The study was conducted between the months of February and May 2016.

Among the 11 mass-market brands included in the study, Mazda ranked the highest in overall satisfaction with a CSI score of 845. This is the first time that Mazda has topped the study since its inception. Mazda also garnered the highest scores in all five factors of the CSI Study to rank among the best of the brands.

“This recognition by J.D. Power is a validation of our continuing efforts to provide the best service to our customers,” says Steven Tan, President and CEO of Berjaya Auto Philippines. “From the onset, Mazda has always been focused on total customer satisfaction. When we were tied at number 2 with Toyota last year, we knew we had to try harder,” adds Tan. “Compared to the major Japanese auto brands, Mazda Philippines is smaller with a smaller dealership footprint. We have to do things differently.”

Tan points out three main motivators of customer satisfaction that has led to Mazda’s ascension to the top of the J.D. Power 2016 Philippines CSI Study:

Yojin3 Total Care

This is the first and still the most comprehensive ‘ peace-of-mind’ ownership program in the country that includes a free 3-year or 60,000km Preventive Maintenance Program that covers fully synthetic lubricants, parts and labor as well as free 3-years Emergency Roadside Assistance and Concierge Service. All of these are on top of the 3-year New Vehicle Limited Warranty coverage. Best of all, the customers are free to bring their Mazda vehicles to avail of YOJIN3 services at any of the 18 Mazda authorized dealership.

Teamwork and fast communication

The amazing teamwork and efficient communication between dealers and Mazda Philippines’ after-sales support team has helped streamline dealer response to service issues throughout the network. Ontime spare parts availability, spoton technical troubleshooting and immediate responsiveness to customer needs have always been key focus points in dealership operations since Mazda Philippines under BAP began its operations in 2013.

Mazda’s advanced SKYACTIV Technology

Now the centerpiece in every Mazda’s 6th generation product such as the Mazda2, Mazda3, Mazda6, CX-5, MX-5 and the soon to-be introduced CX-3 sub-compact crossover, this suite of innovative technologies feature high compression engines with best-inclass fuel efficiency, along with body, suspension and chassis engineering refinements which all contribute to deliver the highly acclaimed ‘Jinba Ittai’ – horse and rider as one – driving experience.

Along with Mazda’s striking KODO: Soul of Motion styling and the high levels of build quality and craftsmanship of the current range of products that all are made in Japan, Mazda vehicles are simply amongst the best in the market today.

“At the end, the real winners here are the Mazda customers,” adds Tan. “It is our job to give them the best vehicles and the best after-sales support in order for them to enjoy and celebrate driving.”

Berjaya Auto Philippines, Inc. is the exclusive distributor of Mazda vehicles and parts in the Philippines. Current product line-up includes Mazda2 subcompact sedan and hatchback, Mazda3 SKYACTIV compact sedan and hatchback, Mazda6 executive sedan, CX-5 compact SUV, CX-9 seven-seater SUV, MX-5 2-seater sports roadster and the BT-50 pickup truck. There are 18 Mazda sales and service dealerships located across the Philippines and Metro Manila – Mazda Greenhills along EDSA, Mazda Pasig along C5, Mazda Quezon Ave., Mazda North EDSA, Mazda Alabang, Mazda Cavite, Mazda Sta Rosa, Mazda Pampanga, Mazda Dagupan, Mazda Cabanatuan, Mazda Tarlac, Mazda Pulilan, Mazda Cebu, Mazda Iloilo, Mazda Cagayan De Oro, Mazda Davao, Mazda Makati and Mazda Negros.