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Mazda tops customer satisfaction survey

06 December 2013 / Terry Martin at goauto.com.au

Mazda has returned to the top of the Australian car industry in terms of customer service but satisfaction levels among new-vehicle owners are continuing to fall for a number of major brands, according to the 2013 CSI study released today by global marketing information firm JD Power.

The biggest-selling full-line motor vehicle importer in Australia, Mazda was the standout performer in the inaugural survey conducted in 2010 but subsequently fell below the industry average 12 months later and, despite improving last year, remained behind Japanese rivals Toyota, Honda and Subaru.

These four brands are still ranked as the top four CSI performers in the influential study, which measures Australian new-vehicle buyer satisfaction with the aftersales service process.

Mazda scored 804 out of a maximum 1000 points – three points up on last year – to claim the coveted top ranking, ahead of Toyota (802, down seven points), Subaru (801, down four points) and Honda on 798 – a fall of 11 points after sharing top honours with Toyota in 2012.

In a worrying sign for many major brands and the broader sector, the industry average has fallen for the second consecutive year to a new lowwater mark of 783 points (down from 791) – and six brands have suffered double-digit falls in the space of only 12 months as new-car owners clearly register their dissatisfaction with aspects of dealership service.

JD Power Press Release: 2013 Australia Customer Service Index (CSI) Study