Mazda delivers top servicing experience

It may the third best-selling brand in Australia, but Mazda has shot to the top of the customer service satisfaction charts in 2013, according to JD Power.

Global marketing information company JD Power released its 2013 Customer Service Index (CSI) study, which surveys car owners' after-sales car service experience, and although Mazda had the highest score of 804 out of a possible 1000 points, customer satisfaction across the board has declined for a second year running.

According to JD Power, "urbanites and households with children" were the "least satisfied" with car servicing.

The global marketing information company says that more than one in four (27 per cent) of all service customers now live in a city, and 25 per cent of all customers have children.

The overall industry-wide score was 783 out of 1000, a drop of eight points compared to 2012.

"Prominent this year is not only the overall drop in satisfaction among customers taking their vehicle in for a service, but also how drivers with children are recording some of the lowest scores in the study," said Gordon Shields, Director at J.D. Power Asia Pacific, Singapore.

The four top-rated car servicing brands in Australia were Mazda (804), Toyota (802), Subaru (801) and Honda (798).

Holden had the biggest overall fall, losing 21 points compared to last year for 758 points. Mitsubishi (779), Kia (773), Hyundai (768) and Suzuki (764) were also all below the industry average of 783.

The lowest ranked car maker was Volkswagen, with 743 points. Despite negative media surrounding vehicle recalls this year, the German importer's CSI has been on a downward trend since the study began four years ago.

The study's findings were based on responses from 4421 vehicle owners, and revealed that more than half of these vehicle owners (52 per cent) would seek repeat visits if a capped-price servicing plan was offered.

Almost one-third of people surveyed said they needed alternative means of transportation after dropping off their vehicle, but of these only half were offered a free ride, a third were given a loan vehicle and 11 per cent were offered no alternative.

Other bug bears among customers were not being given a conclusive vehicle collection time, and also proximity to dealerships or service centres.

"It is becoming increasingly important for dealers and service centres to be sensitive of vehicle owners' time constraints," said Shields.

"Delivering on promised service times, providing quicker service options, as well as better amenities and facilities, will ensure customers are able to be more productive during their service visit and, in turn, further enhance the customer experience."

Read the latest news and reviews on your mobile, iPhone or PDA at carsales' mobile site...

Don't forget to register to comment on this article.