Mazda Tops Customer Service in the Philippines

MANILA: Happy customers, satisfied customers are terms that have become proportional to business success and the same fact holds true for the auto industry as well. Nowadays, consumers before finalising a car not only satisfy themselves on the feature front, but also take a deep look at after sales services offered by the brand. There are many surveys done to measure consumer's satisfaction towards different brands and one such highly rated and acclaimed poll is conducted by J.D Power Asia Pacific.

The company recently unfolded its 2016 Customer Service Index, the results of which are a bit shocking and impressive all at once. But before seeing which brand topped the charts this year, let's first see how the entire survey works -

• J.D consumer service index is based on five parameters namely, service facility, service quality, service initiation, service advisor and vehicle pickup
• Each of the above-mentioned parameters are assigned different weights, with quality getting the maximum and facility with minimum weight.

• The entire survey is based on 1000-point scale

Let's now see how different automobile brands performed in the Philippines and who among the lot topped the charts and by what margin. This year Mazda took away the crown of best service provider in the Philippines market, with a total CSI scale of 845 points. Previous year star performer Honda, fell down to number two position with a total CSI score of 831 points, a drop of 15 points compared to its 2015 performance. On the third position rested Nissan with 827 points, while Toyota and Ford shared the fourth position with 825 points. The entire report pointed towards an industrial average score of 822 points that's a 15 point fall over previous year.

The above-mentioned figures point towards the fact that customer satisfaction is dipping and that's because more and more customers are in need of service, which directly affects the quality of the same. This year J.D survey revealed some interesting facts about consumer service regime that caused major dissatisfaction, some of which are mentioned below -

1. This year consumers witnessed a five minutes increment in vehicle handover time over 2015

2. As compared to the previous year, car service took more that 4 hours and post service pick-up time period exceeded by 10 minutes

3. This time around fewer customers were contacted to see whether or not they are satisfied with their vehicle service

Every year we see different automaker leading the said J.D Customer Service Index in the Philippines market. Which makes one thing clear that for a brand to attain the No.1 spot year-after-year is not easy and requires massive hardwork and dedication. This year Mazda displayed some impressive moves at the customer service front and is duly awarded with the reward.